As a pre-requisite for growing companies, it is essential that clear processes, role definitions and responsibilities exist across an organization for better execution and monitoring of activities. During FY2010, OIA took a major step towards establishing such processes to strengthen its business performance by appointing an internationally renowned consultancy firm for developing a set of Standard Operating Procedures (SOPs) and Governance framework.
These SOPs are expected to aid the company in achieving its long-term vision for delivering the
following benefits:
The identification, analysis and improvement of our existing processes and the design of new processes to enhance our service quality and increase operational efficiency
Provide greater visibility across processes from which customers and internal stakeholders can see the status of their requests
Reduce the response time for complaints and inquiries
Achieve operational excellence with a focus on continual improvement
Decrease cycle times to produce output in a consistent manner
