WE RE-IMAGINE CUSTOMER EXPERIENCE. WE DESIGN, IMPLEMENT AND IMPROVE PROCESSES.

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Since our inception, we have been an organization focused on improving quality of business processes – be it Customer Service, Sales or NPS.

Our experts at MK who are PMP, COPC and ITIL certified specialize in business process transformation for our clients’ organizations. They design, transform and improve processes employing actionable analytics at each step.

MK’s experts draw on their Six Sigma and Lean methodology experience while implementing new processes for our clients. Every process is designed with the help of data to streamline and is always focused on the critical business goals of the customer.

1. ASSESS

Assess is focused on understanding the customer requirements and the existing process as it is. All the information regarding the existing process is collated and the business challenge is also derived. Typical steps involve:

  • Discovery Calls
  • Information Gathering
  • Requirement Identification
  • Process Overview

2. INITIATE

Initiate is focused on the kick off of the project post requirement gathering. At this stage, implementation goals are decided along with the project scope. Even the decisions pertaining to resources are taken. Typical steps involve:

  • SOW Creation
  • Kick Off Meetings
  • Resource Involvement & Delegation
  • Defining Project Scope

3. PLAN

Plan is focused on project plan approval and sign-off. All the risks pertaining to the project are identified and communication modes are decided upon. All the status meetings are planned and scheduled as well. Typical steps involve:

  • Project Plan Approval & Sign-Off
  • Establishing Effective Communication
  • Plan & Schedule Meetings
  • Risk Identification

4. IMPLEMENT

Implement phase is where the pre-live testing takes place and timeline deviations are considered. A contingency plan is also prepared for the process and shared.
Typical steps include:

  • Monitoring & Tracking Progress
  • Timeline Deviation Assumption
  • Contingency Planning for each task

5. EXECUTE

Execute phase is where the results are measured against the goals set. An evaluation of process v/s project scope is also performed.
Typical steps include:

  • Identification of Opportunity Areas
  • Plan for Phase II Implementation
  • Rigorous Measurement

Results that make an Impact

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FCR Improvement for Clients

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Average Revenue Boost for Clients

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Average Improvement in NPS Ratings