Customer and Process Focus

In a competitive global environment, no organisation can succeed without consistently increasing value to customers. This applies to our internal environment and to helping clients improve business practices.

We are customer-focused and process-centric. Our customers expect us to maintain expert knowledge of:

  • The client's Line of Business, to improve the client's competitive advantage
  • The client's Processes, to improve efficiency, value and integration
  • The client's Outsource expectations, to extend their human and technical resources.


CompuPacific is an ISO 9001 certified organisation, using Six Sigma and PDCA methodologies for continuous quality improvement. We are active in BPO industry organisations and forums, contributing to and learning from global best practices and analytic methods.

iso 9001 standard logoCompuPacific also recognises the human element in designing and operating a process. Production engineers analyse how technology can improve efficiency and quality. Team members receive continuous training to use technology, to intervene for non-automated decisions, and to recognise opportunities to improve.
Measurement is built into every process and project. While each client and project is unique, all Service Level Agreements have quality requirements for:

  • Output Accuracy - Consistently achieve 4.4 to 5.8 Sigma, or 99.5% to 99.995% accuracy
  • Meeting Deadlines - Volume transactions processed in minutes or hours
  • Reducing Cost - Measured over time as lower cost per unit or output per hour

Our delivery model – assuring satisfaction


Our project methodology is modelled on PDCA (Plan, Do, Check, Act) methods and Six Sigma measurement techniques that build quality into each process:

Pre-production Planning and Requirements Analysis

  • Mapping and analysing processes - inputs, outputs, workflows
  • Integrating with other upstream and downstream business processes
  • Identifying fluctuations and variances from routine performance
  • Defining required outcome measurements, metrics and feedback
  • Analysing areas for possible continuous improvement

Process design - Operator and Automation Integration

  • Process efficiency and control through software and database reports
  • Automated input/output validation constraints to detect and reduce error
  • Help screens and procedure manuals
  • Ergonomic process and workplace design to reduce operator fatigue and stress
  • Feedback mechanisms to monitor system performance and quality
  • Technology
    • Network design and integration
    • Communication protocols and data transfers
    • Security and confidentiality procedures
    • Hardware and workstation deployment
    • Software customisation

Training experts to design and execute

  • Function and procedure detail for each step
  • Quality controls and feedback loops
  • Decision-making guidelines for all possible conditions
  • Corrective actions and recognition
  • Feedback to stop process error and develop improvements

Testing

  • Simulation of the operations environment
  • Processing samples of live data or documents
  • Measuring performance progress
  • Testing in the clients' systems
  • Feedback for re-design and re-training

Execute

  • Ramp up for production
  • Implement tested procedures and processes
  • Deliver output
  • Implement feedback and measurement
  • Frequent monitoring to prove the process works to standards

Quality monitoring

  • Obtain database, employee and customer feedback
  • Measurement against project quality metrics and SLA requirements
  • Refine the process through the PDCA cycle

The CompuPacific system works due to a culture focused on quality outcomes. Quality Assurance department members help establish monitoring systems for each project and continually perform independent tests to verify that measurements are accurate and goals are met.
Any problem identified by customers is addressed with a Corrective Action Report. A team from QA, tech support and the production department meets to review the problem, design corrective actions and follow up to insure process controls or re-design steps reduce output variance to acceptable performance levels.
The QA team also lead continuous process improvement exercises. The teams analyse Corrective Action Reports, customer surveys and other internal QA audits to identify areas for action.