Assuring Quality at All Operational Levels Through GOS 2.0

Assuring Quality at All Operational Levels Through GOS 2.0

10 Guiding Principles: GOS 2.0. Global Operating Standards

GOS 2. 0 are a set of clear, accessible and empowering principles and associated rituals that help us speak a common language and bring together best practices at Sitel Group. These new quality guidelines (rolled out in 2017) provide our associates and managers at every level with an opportunity to share what they think, to contribute and enjoy working together on a daily basis.

Senior executives no longer consider customer relations and experience to be of secondary importance. For years, brands overlooked the importance of fully incorporating customer service into their development and performance strategy.

But minds are changing and the value of enhancing the quality of customer care in order to accelerate performance is finally being recognized.

Indeed, Accelerate was the theme of the 8th HUBFORUM which has now become the annual DigiEvent bringing together heavyweight digital decision-makers, influencers and major international brands over two days in Paris in 2017.

Faced with hyper-digital transformation, the need to be proactive – as well as creative – means building a culture of cohesion and a sense of belonging within all teams throughout the organization – and this is where quality assurance and operational excellence come in.

How can we give meaning and support to the everyday initiatives of the teams who strive to deliver excellent and memorable customer experience?

Faced with hyper-digital transformation, the need to be proactive – as well as creative – means building a culture of cohesion and a sense of belonging within all teams throughout the organization – and this is where quality assurance and operational excellence come in.

Interview

Agnès Pegurri, Director of Performance & Standards, Sitel Group, answered our questions regarding the decisive reasons behind the deployment of these 10 GOS 2.0 principles – both from the internal perspective of our associates as well as our external engagement of guaranteeing performance and satisfaction to our clients.

How did GOS 2.0 come about?

These days, everyone is talking about the changes that need to happen in management mindsets. Vertical hierarchies are less and less effective when decisions need to be made and implemented extremely quickly. So “lean and smart” is the popular credo, but it’s not so simple.

We also need structures and benchmarks to guide us and this is where our new quality standards, GOS 2.0, come in. Each principle is grounded in concrete practical terms.

What is different about this new quality management process?

Well, the really big difference with GOS 2.0 is exactly that: the structure and meaning it gives to the business actions we perform while leaving room for maneuver in decision-making.

The word “principle” was carefully chosen: it traces out the path we wanted to follow. It’s the non-negotiable part, but it still leaves ample room for creativity. And this is why we began the process with an internal communication campaign where the associates working on-site can have their say. We also used two in-house applications: MOOCs (massive open online courses) and Workplace by Facebook, which makes it easy to share best practices.

How does this new approach tie back to the group’s vision?

Co-responsibility is a very important concept in our corporate culture. In other words, identifying how each person at their own level can impact quality and operational performance.

We expect our associates to tell us how they see quality and how they can apply it at the site and operational level. What we are trying to do is get close to our operations, listen to our associates and clients and react quickly in order to create a virtuous circle of continuous improvement.

We work in a complex business that involves many different – client and employee – cultures. We really wanted to set up a fun system with a big digital focus that would also be very international thanks to a common language and animation keys.

What we are trying to do is get close to our operations, listen to our associates and clients and react quickly.

So what are these 10 GOS 2.0 principles?

The 10 principles are:

  • Client engagement
  • Hiring
  • Training
  • Onboarding
  • Operational review
  • People performance
  • Coaching
  • Walking management
  • Fun management
  • Retain

The 10 GOS 2.0 principles are driven by a collective dynamic where everyone has a role to play as well as a strong desire to be as simple and coherent as possible.

Because we are a global company with a footprint in 24 countries with 48 languages, we have chosen principles with simple names that reflect our highly international and operational culture.

 

Sitel Group

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