Human Asset ManagementPeople are very valuable to us, hence we Delivery Modelchoose and nurture them carefully. Since majority of the manpower are physically challenged who are sensitive and emotional, we adapt a very delicate and conscientious approach to screen, train and counsel them.
We use a continuous recruitment programs from various sources. Candidates are selected from staff referrals, NGO's, newspaper ads, and campus interviews. The recruitment process is designed as per the requirement and experience levels, and the candidates are put through different processes for selection. 'Quality of Recruitment' is one of the metrics we closely monitor. Goal completion, learning attitude, individual capacity, motivation, knowledge, skills and customer and workgroup compatibility are some of the attributes continuously measured. Training, Retention and Performance Management- We institute an average of 15 days of training per resource per year, with emphasis on respect and positive recognition.
- Internal training: communication training (verbal & written), presentation and listening skills, time management, computer skills & process training.
- External training: Higher Education, Seminars, Classes.
- Expectation management - employees know clearly what is expected of them every day at work.
- Performance-based rewards and recognition.
- Excellent work environment, infrastructure and facilities.
- Personal & Career counseling.
- An atmosphere of mutual respect.
- Open House environment – where everybody openly can have a say about their issues and contribute suggestions for improvement of any aspect of the process / administration.
Process Review and ControlAt Vindhya you are assured of accountability every step of the way, with our stringent and specific process control and review methodologies. Our operational quality and support functions are synchronized with clockwork perfection and focused towards ensuring maximum efficiency. Our Reviews, Processes and Control Methodologies have been structured to ensure Maximum Efficiency, Visibility and Accountability. They include: Daily Reviews: Production targets, quality scores, customer feedback, process updates and all other sub-processes of daily operations are discussed on two levels at the end of each day/shift: - Level 1 : within the team, via the daily debrief
- Level 2 : between the Team Leaders, and Process Managers
Weekly Reviews: where the summary of qualitative and quantitative accomplishments and failures of each individual process/campaign for the week is reviewed. Accomplishments are lauded, areas needing improvement are identified, causes ascertained and action plans are drawn and implemented. Action plans are, in turn, reviewed at the end of the next week to facilitate further measures and controls if necessary. There are two separate reviews for quick implementation of corrective actions and process improvements: * Between the COO and the Process Managers and Team LeadersProcess Reviews: The Process reviews are held on a monthly basis for all ongoing projects. The Sr. management along with the process managers and quality team attend the meeting. - The Team Leader presents the status of the project, identifies issues and concerns, and provides a detailed analysis on the functioning of the project. The group also reviews the action taken on previous process review action items.
- New issues and concerns are then presented and new action items are identified. This in turn ensures that project details are reviewed, measured and assessed across all levels without any ambiguity.
Operations Review: The review is held among the senior management and the Heads of departments, including support functions. The group conducts in-depth scrutiny at micro and macro levels of individual processes, planning, strategy formulation and customer feedback. At the review, functional expertise and process re-engineering is conceptualized and implemented as a means of providing value addition for the end customer. Monthly Reviews with Clients: A proactive measure to ensure accountability and transparency, the monthly reviews also provides a platform for you to weigh, measure, and provide feedback on the project performance. The monthly review helps us identify and exceed customer expectations while ensuring that process control is not subject to ambiguities. Quality Assurance Process: Our Quality Assurance Process plays a vital role in ensuring your satisfaction. - A key metric measured and analyzed on an ongoing basis across projects is “First Pass Yield”; the mantra is clearly “get it right, first time & every time”, reducing re-work and ensuring timely and effective delivery of services
- The ‘Voice of Customer' in-house initiative is aimed at obtaining periodic feedback from customers. Strict adherence to quality requirements is encouraged and maintained.
The QAP also acts as a vehicle to identify training requirements and process improvements. Security with Document Management
At Vindhya, Security Systems and Procedures are designed to protect data integrity and maintain confidentiality.
System Security
- Access Control : This includes physical access to system, security measures like logical access and password controls
- Operational System security : No access to internet/email for data processing people, Virus protection, etc.
- Computer and Network management : Various layers security for network management like firewall protection, log files to manage access to server rooms
Physical Security
Physical security : Round the clock security service. Employee identification badge at all time in office
• Document Accountability : Scanned documents are stored in a secured server and are available only to authorized personnel
• Personnel Security : Personnel screening, Confidentiality and non-disclosure agreement, Employee background checks for people handling confidential client
• Security Organization : Our top management is actively involved in ensuring and monitoring security procedures
As a best practice, we have checks at the functionality and availability of the entire infrastructure deployed on a daily basis. Further, all the infrastructure is monitored real time for any actual or potential failures.
|
