Quality

Internal Quality Control

Our delivery processes adopts the following measures:

• Ensuring customer satisfaction and welcoming feedback

• Being accurate (constant check for critical, major and minor errors)

• Turnaround times and Backlog/Aging

• Proving efficient (cost and processing time per unit)

Dedicated Quality Teams

Our multilevel quality check processes consists of a dedicated hub who take special care at various levels to protect, transfer and receive confidential information via secure encrypted mail.

Identification of the below six key components for effective governance has allowed us to successfully manage our outsourcing relationships:

• Relationship Management

• Contract Management

• Service Level Management

• Communication Management

• Risk Management

• Change Management

This framework and structure is supported by a set of well defined standards, documented processes and practices. These components help synchronization of client requirements and Acumen's contributions.

Three Step Audit

In addition to the above, elements of every project are sequentially audited by a ‘Team Lead’, the ‘Quality Analyst’ and finally by a ‘Practice Lead’, before the rights/project are sanctioned to the client. Each of the above elemental parameters must receive a perfect audit score on a scale of 1 to 10 from each of the following three steps.

The audit steps involve :

• Internal assesments and periodic business reviews.
  

• Meeting /exceeding client requirements through the service delivery processes.
  

• Identification of opportunities for improvement (incl. vulnerabilities).