Operational Excellence

At Verve operational excellence is achieved by,

• Center of excellence
• Client advocacy
• Flat SME based functional structure
• Technical and process advancement group (tag)
• Quality assurance

Center of excellence

Verve’s center is excellence is the key driver for exceeding its customer expectations every time. Processes are based on implemented ISO 9001:2008 standards and practiced COPC and Six Sigma standards. Center of excellence is client and Verve’s top management driven through,

• Regular MIS
• Dashboards
• Mobile technology based dash boards

Verve runs dash boards for every single project with restricted user access. While most of the information on the dash board is automatically obtained from well within delivery methodologies, some of them are updated by SPOC thus reducing any chance of surprises to the client.

These dash boards are run by an internal MIS team which is dedicated to capturing and reporting this information. The team decides on various reporting formats right at the time of scoping with the client through CAs which are then consistently implemented.

Client support to client advocacy

Verve transformed internal client support into CLIENT ADVOCACY (CA) effectively over a period of time. For every client, Verve establishes a single point of support who is considered to be a client’s internal representative working inside Verve. This position dedicatedly works on client requirement in achieving client’s stated requirements. CA consistently follow up with the delivery stream to ensure that deadlines are met with while there is no deviation in stated requirements.

Since, CA is involved in a project right from business analysis stage, CA is fully aware of client’s requirement. Exceptions and deviations are identified and rectified without having to spend much valuable time.

Flat SME based functional structure: At Verve we understand industry expertise is more critical than just having functional expertise. Verve’s internal structure is flat where service delivery predominantly takes place. Smaller groups are run by SPOCS who also is part of delivery. Each SPOC is in constant touch with the client through dashboards/MIS providing full transparency in project progress. SPOCs usually loose out position to another member in the team in case of failures in achieving milestones.

Technical and process advancement group (PAG)

Internally referred to as PAG, PAG consists of SMEs from different industry verticals who constantly work towards improvising on service delivery. PAG devices process methodology and passes on projects to SPOC where they are managed. Delivery costs are managed well within client’s budget by doing so.

PAG consists of not only SMEs from different verticals also consists of service delivery experts who has complete understanding on various delivery methodologies.

Quality assurance

Internal QA delivers anything that is delivered from Verve. Every single piece of information which is part of service delivery is checked by QA and assured of quality before delivery. QA defines test plans which are communicated to the client through CA every time and updated whenever there is a change.