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.