Manthan follows rigorous quality procedures and has
implemented Six-sigma across
processes to adhere to strict quality levels.
Manthan is implementing an Integrated Management System
(IMS) – a system
based on ISO 9001, BS 7799 and BS 15001 standards.
Quality at Project Level
To accomplish highest level of accuracy in the outputs
delivered, Manthan has a system of internal quality checks,
both systematic and managerial. The quality process is
put at both people (team selection and training) and
process level (sixsigma process improvement).
At people level Manthan follows Balanced Scorecarding
methodology to measure team performance. The KPIs
used to measure performance include productivity, efficiency,
accuracy (as per SLAs) and client feedback. These KPIs
are key to appraisals & performance reviews thus
making quality an integral part of the team’s roles & responsibilities.
At Process level Manthan follows Six-sigma methodology
- DMAIC (Define, Measure, Analyse, Improve, Control)
process for measuring, root cause analysis and improvement
measures to improve the quality levels.
For high volume activity like coding statistical monitoring
is done, wherein Quality team randomly selects processed
questionnaires and checks them for compliance to service
levels (typically error rate, time taken, turnaround
time). The audits on samples collected shall be based
upon the needs of the project.
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