Jyoti Gupta is Assistant Consultant with Tata Consultancy Services (TCS). In her role as Delivery Assurance Lead, she manages and ensures process compliance, client satisfaction, outcome measurement and quality management initiatives for large client projects. Jyoti co-authored a paper titled "Building Capability - Monitoring of Defects Using Statistical Techniques" and presented it during 2015 CMMI Global Conference in Seattle. She holds Bachelor's degree in Information Technology and has over 10 years of professional experience working on some of the high-visibility and high impact client projects at TCS. She is ISTQB and ITIL certified. She was a national level Badminton player.
Track: Advancing Your Capability
Presentation Title: Advancing Your Capability - Improving Client Satisfaction Scores using Advanced Analytical Models
Presentation Summary: Client Satisfaction Index (CSI) is the most valued and tracked metric in IT Services Industry. While satisfaction scores for our business unit were improving incrementally though with slow pace, our team wanted a breakthrough improvement in customer satisfaction. Therefore, in 2012, we undertook a multi-dimensional systematic study to understand the root causes, which was followed by a focused process improvement initiative. This intensive exercise, conducted over three quarters, generated both an immediate result (250 basis point increase in CSI for subsequent semester vis-à-vis baseline period) and a sustainable impact whence our score continues to improve and significantly outperform internal corporate goals.