Intelligent SOP Search and Performance Support System

The Challenge

GENPACT, the leading global ITES Solutions Corporation, is known for its pioneering work in the field of outsourcing industry. GENPACT’s vast delivery network spread over 13 countries and 39 locations in the Americas, Europe, Asia, Middle East, Africa and Australia/Oceania provides diverse outsourcing services to its clients. GENPACT has established itself as a brand and market leader in the ITES space.

Through its various initiatives, GENPACT is committed to transform the process of knowledge acquisition, propagation by the way of implementing Just in Time techniques and methodologies.

GENPACT engaged Convergent Technologies to develop an Intelligent SOP Search and Performance Support system [referred to as Virtual Buddy] which provides a platform where user can manage SOP creation, version control, SOP lifecycle, intelligent search and retrieve functionality, reporting and MIS.

Customers call in with different queries, for different products. The call and action taken by the agent must adhere to certain guidelines, failing which a fatal error may occur.

Accuracy of the resolution provided impacts the customer, linked processes etc. Analysis done so far clearly indicates that knowledge of our associates is a key variable that impacts accuracy and First time resolution of our businesses.

The knowledge tool will help in meeting business SLA’s of Fatal Error Accuracy and First Call Resolution.

 

The Solution

GENPACT is looking for a MOSS 2007 based Intelligent SOP Search and Performance Support System [SPSS], where user can manage SOP creation, version control, SOP lifecycle management, intelligent search and retrieve functionality, reporting and MIS.

  1. Full-fledged SOP management system for managing SOP creation, version control, SOP lifecycle management, intelligent search and retrieve functionality, reporting and MIS
  2. 400+ Businesses with 4000+ Processes supported
  3. Powerful Business and Process specific Search Tool – Documents of following Types made searchable: DOC, PDF, TIFF, PPT, XLS
  4. Single Platform for all SOPs
  5. Process Users to see only their Process-specific SOPs
  6. Ensuring Data Integrity
  7. The system should have a search tree capability with 100% accurate search in top three results. Smart search required to give results even with minor spelling mistakes.
  8. The system should give search results within 3 seconds to reach desired page for multiple work-types
  9. Content Highlighting within Document, helping the Agent to quickly go to the relevant section of the document
  10. Related searches and ease of access
  11. The system should have the capability of exception capturing and reaching out to an expert for help required
  12. Reporting capability – The system should allow for reporting user wise usage, top queries, new updates/ changes to be flagged and key stakeholders to be informed.
  13. Ability to create Process Knowledge Tests and Quizzes from the knowledge repository on the tool

Intelligent SOP Search and Performance Support System

Process-specific SOPs

Ability to create COEs, Businesses, Processes and Sub-Processes

User Management

Any no of user groups (e.g. SME, Process Manager, Trainer, Agent etc.) can be created and assigned to User Roles (Creator, Approver, Publisher, User)

Document Management

Existing SOPs can be uploaded along with Meta tags and search keywords. Version Control, Access-based Views of Site and Documents, SOPs mapped with respective Processes

U

Keywords are defined which can used across Multiple Documents

Keyword Definition, Best Bets, Synonyms (Phrases/Acronyms) defined

SOP Lifecycle management

Smaller Search Scopes defined (Process-wise) to enable more refined Search

Exception Forms to capture Contextual Knowledge or Queries

Exception Forms, Discussion Forum , Ask an Expert