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It is easy to talk about Quality in the abstract, but to Quatrro Legal Solutions, there is nothing easy or abstract about the way it approaches the subject. A Quality end product only comes about when Quality is part of the culture, and when there are procedures in place to address Quality issues at every stage of the workflow process.
First, no work will go to a client which has not
been previously reviewed by one of Quatrro Legal Solution's US
licensed attorneys.
Second, Quatrro's Quality Team has spearheaded the quality movement within the BPO industry in India. The team is headed by Quatrro's Executive Vice President of Quality, a Six Sigma Master Black Belt. Quality improvements are driven by Quatrro's strict application of Six Sigma, Lean and Kaizen quality management and improvement methodologies. These are applied in both the processes Quatrro manages on behalf of its clients as well as in our own internal processes.
The team derives its strong reputation from its focus on maintaining the highest quality standards across the organization and the industry. This is achieved through the adoption of best practices, established models and methodologies, and an uncompromising approach to ensuring excellence in delivery. The Quality team acts as an internal resource to the Legal Team, which owns the ultimate responsibility for meeting the quality standards agreed upon with the client.
We take a Partnership approach throughout the
Outsourcing Life Cycle.
At Quatrro, we have a time tested approach to client relationships
using full-time, dedicated Quatrro personnel. Our methodology
involves three main areas:
Opportunity Identification;
Process Migration; and
Operations.
- Opportunity Identification - Quatrro dedicates a team of experts made up of a process consultant and two attorneys for a period of time. Depending on the size of the client, this could last two to three weeks (with two-three of those days on site with client personnel). The outcome of this phase is a roadmap of legal functions which could be outsourced, along with a preliminary project plan describing activities, time lines and dependencies. This preliminary plan would then be presented to the client for its review.
- Process Migration - Once the most suitable process has been mutually selected by the client and Quatrro for phase 1 proof of concept, the Quatrro team would guide the client through the next phase of process migration. Quatrro's proprietary migration methodology is based on successfully transitioning over 600 processes across multiple industries and domains. Our Six Sigma based migration methodology is divided into three phases - planning, execution, and parallel run, and is managed through four tracks - program management, knowledge transfer, operations, and technology enablement. The tracks work in parallel to ensure that the migration is swift, seamless, and proceeds without impairing business performance.
- Operations - The process migration phase ends in 60-90 days, once the legal functions have been fully transitioned to our attorneys in India and the knowledge transfer has been accomplished.
The client can continually monitor the quality
of work being performed by Quatrro Legal every step of the way.
In addition to online monitoring tools, Quatrro can schedule daily,
weekly and monthly governance calls to ensure two-way communication
so issues, or potential issues, are highlighted and managed at
the earliest opportunity. We have a structured escalation matrix
and process for dispute resolution. After the stabilization period
(180 days into the relationship), Quatrro will begin to implement
a set of Quality improvement initiative. As a result of all of
this careful planning and attention to detail, Quatrro can often
provide yearly improvements in efficiency.
CONTACT US
If you have any questions about our focus on Quality, or if you would like further information, please CONTACT US.
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