Measuring up against Metrics

Each service at GECIS - IT Services is measured against specific metrics to rate and improve performance. Service Level Agreements are built around each of these metrics. In addition, dashboards on parameters like productivity, utilization, Quality DNA penetration, upskilling, etc. are generated for measuring Operational Excellence. We use a very comprehensive Process Model Simulation to determine the staffing levels & Service Level Agreements for processes.

Customer Satisfaction is measured at both the stakeholder as well as at the transactional level. At GECIS - IT Services, as soon as a case is closed, a feedback form, called the iVOC (Voice of the Customer) is sent out to the end user. In addition, a Quarterly Scorecard is sent out to the Customer team for feedback. Based on their responses, we constantly strive to improve our services. We have interactive forums to identify issues or ideas from the frontline, which can be implemented, to better serve the customer. These internal processes and controls help to make every customer interaction a delight.

Digital Cockpit, a real-time tool, reflects the health of our business in all crucial areas.

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