Neena Panda is the Delivery Assurance Manager of HiTech Solutions Unit (ISU) at Tata Consultancy Services (TCS) Limited. Neena holds a Masters degree in Electronics and Communication Engineering and has over 19 years of work experience in the industry of which 9 years were in software development, project management and account management. For the past 8 years,has been part of the Delivery Excellence Group, managing delivery assurance, audits and process improvements. Neena is responsible for implementing process for defect reduction and analysis in the ISU. She is responsible for its further development and improvement of Defect prevention in the ISU.
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.