Enabling all FS delivery points and teams to make it easy and simple for our customers to deal with us by:
• Timely and Quality Installation
• Speedy and Quality Resolution of Viewing related problems faced by customers
• Acting upon Customer Satisfaction Study reports on a monthly basis and providing necessary input to various delivery teams.
• Ensure that there are no fraudulent accounts created / installed in the state.
Installation and Field Repair
• Selection, appointment and continuous management of ISPs
• KPI / SLA management (of various delivery units / partners)
• ISP and other vendors’ contract administration and management
• Quality of people, tools and training
Policy & Process Compliance
• Ensure that the organisation’s processes and policies are adhered to.
• Provide regular input to keeping our processes in alignment with our service philosophy – Easy & Simple.
• Provide input to planning, training and quality as applicable
• Ensure that all necessary actions are taken based on the annual wave of CSAT study at strategic level
• Take quick action on input provided by the Central Quality and PI team (monthly tracker) to correct processes or any other tactical measures
People Management and Development
• Select, Develop and Retain quality manpower at all levels in the region (including direct and indirect manpower and vendors)
• Provide timely and necessary input to people on performance
• Ensure that the service philosophy is understood and communicated to all levels and individuals
• Maintain transparency in dealing with people and performance management
• Guardian and Champion of organisational culture in the state
Productivity and Cost Effectiveness
• Improve productivity continuously (without compromising quality) and therefore, keep costs at optimum levels.