- Focus on continuous customer improvement is accompanied by excellence in quality, cost and delivery of service
LONDON, April 16, 2013 /PRNewswire/ -- Based on its recent analysis of the business process outsourcing market, Frost & Sullivan recognises Genpact South Africa with the 2013 African Customer Value Enhancement Award.
"Despite the large number of global competitors who offer the same or similar services, Genpact continues to demonstrate unique process leadership and innovation," noted Frost & Sullivan Research Analyst Kim Watson. "Key performance drivers for Genpact are their quality of service, continuous customer improvement, service delivery and cost."
Genpact excels in the quality of its services. It is one of the first organisations to deploy Lean and Six Sigma globally and adopt a scientific approach to business process management - Smart Enterprise Processes (SEP(SM)) - across the organisation. SEP is a proprietary business process management framework that measures the effectiveness of business processes based on Genpact's insights from approximately 200 million transactions spanning more than 4,500 global processes.
"Genpact's ability to effectively manage business processes and drive operational excellence enables clients to achieve strategic objectives such as revenue growth, entry into new markets, profitability, and working capital improvement," stated Watson. "In line with the company's commitment to making customers' business processes best-in-class, Genpact's expert team of process engineers reconfigures and improves their customers' internal processes."
Genpact is one of first organisations to successfully measure customer satisfaction. The comprehensive Net Promoter Score (NPS) Survey is conducted twice a year not only to determine levels of customer satisfaction but also to constantly improve and enhance the services provided to customers. Genpact has the highest NPS score in the industry.
"Genpact appreciates the recognition by Frost & Sullivan for Customer Value Enhancement in Africa. It proves that Genpact's philosophy of growing fast in Africa and delivering high quality services is paying off. As a new entrant in the South African and African market, it is very important to over deliver on the expectations of our customers. Genpact is one of the few companies in the market that can implement on what we advise to our customers and we put a part of the fee at risk if we cannot deliver what has been advised," stated Rein van der Horst, Genpact's Country Manager for South Africa and Kenya.
Continuous improvements are the hallmark of Genpact's strategic vision. Based on customer needs and insights, it provides repeatable, cost-effective and easily implementable solutions. Genpact has an inclusive focus that seeks to streamline processes and reduce costs, while also helping customers find opportunities to increase revenues.
"Genpact leverages on a vast network of intelligence and on in-depth collaboration with customers, select consultants and advisors to create tailor-made products and services," remarked Watson. "They develop solutions for their customers through a collaborative virtual network of experts around the world SolutionXchange."
Genpact's services are also highly cost-competitive. The company adopts various cost models including the gain share model depending on client requirements. The company's goal has always been to add value to the customer's organisation and, at times, Genpact provides extra services at no additional cost.
"Genpact provides solutions that leverage the power of smarter processes, smarter analytics and smarter technology which enables customers to run intelligent enterprises," concluded Watson. "The company focuses on business outcomes and not just contractual deliverables. The true reflection of customer acknowledgment that Genpact receives is clearly demonstrated by the fact that most of their short-term contracts convert into a long-term partnerships."
The Frost & Sullivan Award for Customer Value Enhancement is presented each year to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. This award recognises the company's inordinate focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and ultimately customer base expansion.
Frost & Sullivan Best Practices awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.
About Genpact South Africa
Genpact Limited (NYSE: G), a global leader in business process management and technology services, leverages the power of smarter processes, smarter analytics and smarter technology to help its clients drive intelligence across their enterprise. Genpact's Smart Enterprise Processes (SEPSM) framework, its unique science of process combined with deep domain expertise in multiple industry verticals, leads to superior business outcomes. Genpact's Smart Decision Services deliver valuable business insights to its clients through targeted analytics, reengineering expertise, and advanced risk management. Making technology more intelligent by embedding it with process and data insights. Genpact South Africa is the nerve centre of the parent company's African presence, with delivery centres in South Africa, Kenya and Morocco. Genpact's South African bouquet of services spans Shared Services, Finance & Accounting, and Smart Decision Services (Analytics, Consulting and Risk Management). Partnering with leading companies across Mining, Telecommunications, Healthcare, Retail and many more, Genpact brings a unique global value proposition to South African businesses. The South Africa operations witnessed exponential growth since 2009 and is poised for further growth over the next three years by partnering in South Africa's growing economy. Driven by a passion for process innovation and operational excellence built on its Lean and Six Sigma DNA and the legacy of serving GE for more than 15 years, the company's 60,500+ professionals around the globe deliver services to its more than 600 clients across 20 countries supporting more than 30 languages. For more information, visit www.genpact.com. Follow Genpact on Twitter, Facebook and LinkedIn
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.
Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.
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Rein van der Horst
Genpact South Africa
T: +27 11 236 8300 – Ext 354 1301
Best Practices Group
Frost & Sullivan
T: +44 (0) 207 9157862
SOURCE Frost & Sullivan