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Process Documentation for Customer Support function

The Assignment
The assignment involved a gap analysis of existing business processes, and preparation of a comprehensive business process document for the Customer Support function of a corporate distributor of mutual funds in India.

MaGC Approach and Methodology
The methodology involved mapping of current business processes, preparing AS IS process charts, and conducting a gap analysis. The process charts along with identified gaps were validated with process owners in a series of brainstorming sessions and areas of process reengineering were identified. MaGC used the LAMP™ tool for the process mapping and gap analysis.

The Output
The output was a comprehensive Business Process Document that included: (1) Process Charts, (2) Process Descriptions, (3) Key document and checklist references, (4) Turn Around Time Standards, (5) Process level Key Performance Indicators, and (6) Job Descriptions. The document helped eliminate non-value adding and redundant activities in business processes. It served as a standard operating procedure and training guide.

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