IBM Daksh differentiators

We believe that there are eight key factors that have helped us to set and exceed uncompromising standards of performance and customer service, on time — every time. They are:

100% Continuous Improvement BPO Focus

• Continuous improvement in the way we outsource your business processes is the very core of what IBM Daksh does. For some companies, it's an addition to their core business. At IBM Daksh it is the core business. Our approach provides a top-to-bottom focus that's dedicated to sourcing projects globally and implementing them at our centers.

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Dedicated Business Units: Your organization with your expertise

Based on our experience of successfully scaling large offshore projects, we have organized ourselves around client-focused business units. Our Business Unit Heads manage their functional areas to ensure that key operation metrics are delivered on a regular basis.

• Units are focused on client domains and are a knowledge bank of domain expertise.
• The unit team consists of people with related experience, who understand the domain processes well.
• There is ample inventory for starting and scaling new projects.
• In a high-growth environment, we focus on providing support for only two to three clients from a particular business unit to avoid reduction in quality.
• At both the startup and the scale-up stages, clients benefits from high levels of dedicated resource to ensure the successful migration and stabilization of their projects. Requisite levels of confidentiality are, of course, maintained at all times.

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Transitioning and project management expertise: Ensuring successful migration and implementation

IBM Daksh has developed a comprehensive and detailed methodology for transitioning and implementing the client's projects.

• The toolkit is process-based and brings clarity to the roles and responsibilities of each function involved with project management.
• This structured process enables strong adherence to project implementation timelines, high quality implementation and better understanding.
• A transitioning and project management team that has experience in project migration and management of more than 50 processes developed the toolkit.

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Experience and expertise in building scale with complexity: Servicing your needs with competency

We have exceptional experience in managing transactions and contacts in a high-volume environment. We understand both the basics of the business and its finer points.

• We're experienced in scaling multiple pilots and ensuring high-quality service delivery and adherence to service level agreements.
• We have managed continuously evolving operations and have built new systems and processes in a highly dynamic environment.

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Execution excellence: Focus, speed and reliability

The management team at IBM Daksh has worked with some of the world's biggest organizations.

• The team has extensive experience of transitioning global business processes to India and running zero-fault service operations for global organizations.
• Along with the executive team, we have highly experienced and very able second and third levels of management. This team prides itself in creating a truly world-class environment of passion towards excellence and helps deliver exceptional service.

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Centers of Excellence (CoEs): Drivers for standardization, improvement and best practice sharing

Our CoEs have been created to harvest and share the in-depth knowledge that each function brings with it.

• This helps the CoE to understand the elements of best practices and then implement them as standard, across all our business units.
• These practices raise the organization bar through constant research and innovation.
• Our CoEs have expertise in transitioning and project management and in voice and accent skills.

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Re-engineering and adding value: Proven benefits and cost savings

Our co-sourcing model seamlessly integrates with our clients and works as an extension of their businesses. IBM Daksh has introduced, developed and used various innovative tools to create process improvements, productivity gains and quality enhancements. These include:

• Re-engineering program to save on training and ramp-up time.
• Time and motion study to improve productivity and save costs.
• Pareto analysis to bring higher operational efficiency.
• Multi-tasking tool implementation for reduced handling times
• In-house development of a variety of software including tools for reporting, quality management and scheduling to enhance client operations (both voice and non-voice).

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Strong brand-pull for best-in-class talent

IBM Daksh is known for the quality of service it provides to clients — and for the way in which it treats and develops its people. Since 2000, when the company was formed, more than 20,000 people have chosen to make their careers with Daksh. We employ people in 14 service delivery centers in India and the Philippines and are a key part of more than 36 business transformation outsourcing centers around the world.

We recruit from rich pools of talented, energetic and ambitious people who are keen to be part of the IBM Daksh experience. What's more, we train and develop with care, so that our people can grow with us and we have a sound track record of retaining well-motivated team players. It's an approach that's built around recruiting and retaining quality people — not surprising then that we have won several major awards for employee and customer satisfaction.

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