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Process Innovation Reaping Customer Satisfaction

  • B. Sridhar
  • G. Rajesh
Conference paper
  • 1.1k Downloads
Part of the Communications in Computer and Information Science book series (CCIS, volume 155)

Abstract

CMC, part of the TATA Group, is a leading Embedded, Engineering and IT consulting firm based in Hyderabad, India. CMC is customer focused with an emphasis on quality which is evidenced through the achievement of ISO 9001, SEI-CMMI Level 5 and Auto SPICE Level 3 certifications for its operations in all of its delivery centers. CMC has been continuously striving for Process innovation with the ultimate goal of achieving productivity improvements to the delight of customer.CMC observes that process innovation has a direct correlation to the customer satisfaction levels. Coupled with the effective project management, vision driven leadership has shown an increasing trend in the customer satisfaction index. As a matured organization it was imperative that a sustainable rewarding culture for process improvements was developed and nurtured. Process improvements at CMC are triggered with the objective of improving granular level planning and in order to improve a process we change the tasks. Tasks may be eliminated or combined. The sequence in which they are performed may be changed. The location where they are performed or the people doing them may be changed. And, the method of accomplishing them may be changed, often by changing tools and equipment. When these changes are well conceived they can produce positive results in two ways, - better results and lower costs.

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Copyright information

© Springer-Verlag Berlin Heidelberg 2011

Authors and Affiliations

  • B. Sridhar
    • 1
  • G. Rajesh
    • 1
  1. 1.Embedded Systems SBU, CMC LtdIndia

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