Quality at Microland is entrenched in all aspects of service delivery. Our organization structure is designed to support client satisfaction, rigorous measurements, methodologies, management or the performance tracking processes. We combine the best in Quality, Processes, People and Infrastructure to deliver consistent and business-relevant outcomes. Productivity gains resulting from the quality improvements are shared with clients.
The team drives Quality through Six Sigma initiatives such as Green Belt and Black Belt Projects. These ensure Critical To Quality (CTQs) measures are met, processes are continuously improved, and variation is tracked and controlled on an on-going basis. The benefits derived through continuous improvement and best practices are passed on to our clients.
Microland has developed a number of quality tracking methodologies, tools, and processes in-house to ensure superior quality service to clients. The fundamental approach is to assess and prioritize the opportunities for process improvement, map the processes to record the defects and continuously improve the processes. To improve the processes continuously, a disciplined problem-solving method DMAIC - Define-Measure-Analyze-Improve-Control is followed. It emphasizes on Variation Tracking, Client Focus and Wing-to-Wing measurement. The Wing-to-Wing thinking relies on understanding the customer's process, changing the metrics system to match customer cycle time, refocusing on quality projects and changing internal processes to deliver differentiated services.
Microland Quality Assurance Initiatives
Microland deploys well-defined and mature processes gained out of years of research and valuable experience in handling global enterprises. The process model is based on industry accepted standards and guidelines (Six Sigma, ITIL, ISO, BS 7799, CobiT).
Some of Microland's Quality Initiatives-
- Implementation of ITIL Service Support Process for the Remote Operations Management Center comprising :
- Service Desk & Incident Management
- Problem Management
- Change Management
- Configuration Management
- Implementation of ITIL Service Delivery Process for the Remote - Operations Management Center comprising of :
- Service Level Management
- Availability Management
- Monthly FMEA (Six Sigma tool) to find out various loopholes in the processes involved and their solutions
- Regular automation initiatives to enhance the service delivery mechanisms based on FMEA analysis
- Regular performance audits
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Six Sigma and Microland
Microland uses Six Sigma as a service delivery and quality methodology and this is spearheaded by a full-time Black Belt Six Sigma team. Six Sigma methodologies of Failure Mode Effect Analysis (FMEA), Design for Six Sigma (DFSS), Define Measure Analyze Improve Control (DMAIC) are used across remote monitoring and management engagements.
We have incorporated and deployed process improvements from a score of Green Belt projects. Since this is an ongoing process, new projects are constantly initiated and completed.
Microland employs FMEA for all processes at our Remote Management Centre (RMC). FMEA is applied to change management, migration of mail boxes, incident management, disaster recovery planning for critical RMC infrastructure, etc.
100% of our RMC Resources are Green Belt aware and 20% are Green Belt trained. |
