Customer Centricity: Drive Sustainable Operations

Abstract

Competition and dynamic business environments have made Quality an essential part of organizational success. Earlier, Quality had more to do with process management, compliance, continuous improvement, and certifications. However, current trends show that Quality drives agility in execution. With a focus on improving process capability and people capability, Quality drive can improve productivity to enhance customer experience. From considering customers only as a source of revenue, organizations today recognize them as the raison d’être of their business. They also realize that they need to build the business around the customer. Sustainable competitive Quality extends beyond traditional boundaries, with it being increasingly linked with customer loyalty. Research shows that the customer plays a vital role in enhancing productivity and competitive Quality. Customers not only receive what an organization produces and delivers, but also directly and indirectly influence the operations and outcomes of an enterprise. It is for this that customer centricity is a bedrock of operational excellence. Wipro’s unique Customer Centricity Framework aligns service delivery with the customer’s expectations. Effective customer participation can increase the likelihood of his/her needs getting met while bringing in more customer benefits. This helps maintain a continuous, strong win–win relationship with the customer. As part of Customer Centricity Framework, we listen to the voice of customers, drive business value, and provide transparency in service operations.