Framework for Continuous Service Improvement(CSI): Optimizing by dovetailing different systemic frameworks

This paper outlines a Continuous Service Improvement(CSI) Framework designed to assist the Service Center operated by Tata Consultancy Services for a client organization, a worldwide leader in software, services, and solutions. The CSI Framework was designed to improve the service levels provided to the client. The requirements of the Service Operation Center were studied and a framework which dovetailed models and frameworks spanning across various domains was developed to improve the effectiveness and efficiency of the Service Center. The Framework incorporates Stakeholder analysis Model, Interpretive Structural Model(ISM), Plan-Do-Check-Act (PDCA), Six Sigma Framework, Fukuda´s Structure for Enhancing daily Activity through Creativity (SEDAC) and Policy Objective (PO) matrix. The emphasis of this framework is to provide a design which will ensure a systemic way of capturing service improvement objectives, prioritizing them, addressing them through an appropriate process ensuring service levels are adhered to and sustaining the operation by tracking its progress. The Framework has been implemented and the initial results are encouraging.