Process
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Overview |
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We
follow an SLA (Service level Agreement) driven
approach towards customer engagement including
business contingencies and physical and digital
information security. Optimization of automation
versus discretion at a given scale of engagement
are pegged against established benchmarks.
Leading quality practices are incorporated
through the process definition, normalization,
optimization and the on-going production phases.
Typically, a dedicated offshore project manager
is appointed as the Single Point of Contact (SPOC)
for the customer in addition to an Account
Manager in the US. The Account Manager is
responsible for the resolution of any delivery
related exceptions, escalated to him. All US
based eMatrix Project Managers have come from
Data Services and Industry Research Background
and are well equipped to resolve any
criticality. eMatrix Business Consultants and
the SPOC work in tandem with the customer
through the Process Definition, Normalization
and Optimization phases. Dedicated Team
Leader/s, QA Resources and Delivery Executives
are appointed as the engagement rolls over to
the production phase. Customized Status Reports
and Job Logs are routinely submitted to the
customer SPOC. |
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typical Reporting & Analysis Services
assignment process flow overview: |
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