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| Quality |
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| While speed is the essence of the service, Quality is paramount. Kale has strict quality guidelines for the final output being sent to the customer. The primary focus of quality is on: |
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- Timeliness:
A measure of the ability to provide processed outputs in a timely manner. We deliver on time every time.
- Completeness:
A measure of the ability to complete all processes and to process all data.
- Accuracy:
A measure of the ability to process data and interpret results accurately. The results delivered have to be accurate depending on the agreed guidelines and criteria.
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| Productivity |
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| Staff productivity is the key to timely delivery of the service output. Unlike certain other companies, our productivity is measured against the number of documents processed rather than the amount derived. The key metrics and practices are: |
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- Metrics
- Turnaround time
- Service Levels
- Operational Incidents/Bugs
- Best Practices
- Continuous Process Improvement
- Transition Management
- Customer Feedback
- Training
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| Consistency |
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| This is achieved by |
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- Service Level Agreements ( SLA ):
Pre-determined SLA documents and mutually agreed terms of service levels in terms of volume, time and accuracy
- Business Process Manuals (BPM):
BPM describes Business Processes at a high level along with Control and Quality Assurance Processes.
- Document Management:
Well-defined document management system catering to document requirements at each process level.
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