Proposal and Contract review – Written down procedure and already existing forms to ensure no ambiguity

Defining Acceptance Criteria and Preparation of Acceptance Plan – The aim of this procedure is to ensure that acceptance activities are carried out as scheduled. The acceptance plan is prepared following the requirement analysis study. The procedure results in clear and unambiguous acceptance criteria of client requirements and preparation of Acceptance Test Plan

Change Control – Change management is a critical component of process management. We have an established process to receive changes, understand them and categorize them as minor or major. Minor changes are taken care by Delivery Head, while any major change is sent for approval to Client.

Configuration Management – To configure software items (programs and
documents) and monitor their status and control changes to configurable items throughout the life cycle of the project. These will include any CRM Software, Call Logger Software and other related support software.

Final Inspection and Delivery – To perform the final inspection and delivery of deliverable as per the agreement/proposal. It results in a final inspection report and delivery of final deliverables to the client as per the proposal. This procedure also helps us to apply the metrics as a measurement to determine the rating levels of the process management and assess the quality of the service.

Handling Deviations – This procedure helps us to review concessions and
resolve deviations of activities from service level, service standards and procedures. It helps resolve any non-compliance’s raised during service audits.

Human Resource Planning – Procedure to allocate various human resources to different projects and planning for their future assignments.

Inspection of In-coming equipment, PCs, Servers, Tel and so on –
Procedure to ensure that in-coming material meets the required specifications. This procedure is applicable to the following.

		Capital goods and computer consumable
		Software used
		Computer and communication hardware
		A tool intended to assist in the Training, monitoring of agents
		Contract staff
		Maintenance and customer support services
		Training courses and materials

Peer Review – Inspection: This procedure is mandatory for all process management. Peer review Inspection is conducted at the following instances:

		Review of process management plan of a fresh order/ project
		Review of contract, agreement and any document, which needs customer sign-off from the customer
		All external deliverables and the documents/components, which are critical for the requisite servicing the clients
		The procedure marks the satisfactory completion of the reviewed inputs and results in a sign-off from the quality analyst