NEW YORK May 24, 2012 Arizona State University
The globally-recognized CSL strives to improve the business and academic understanding of the distinctive and growing role of services in organizations and with customers. In order to be a CSL member, organizations must possess an exceptional reputation as either a services firm or a product/manufacturing firm that competes through service/services. The organization must also be on a journey of change or improvement, making a strategic commitment to compete through service/services. The invitation-only CSL partnership provides an opportunity for member companies to research the latest developments in services leadership, as well as participate in extensive information sharing across a wide spectrum of industries.
Genpact’s Gopal leads the company’s Aftermarket Services business, which helps its clients in the manufacturing and services industries to increase the effectiveness and efficiency of their entire service lifecycle, including customer service, warranty, service contracts, field service, returns and parts. Genpact leverages its proprietary and scientific methodology, Smart Enterprise Processes (SEP(SM)), which combines its rigorous process execution through Lean Six Sigma, analytical data, focused IT solutions, and process reengineering, to deliver key business outcomes for companies including improved services revenue, reduced services cost, and enhanced customer loyalty.
"Many companies do not measure the performance of their services processes," said Gopal. "Genpact’s Aftermarket Service SEP(SM) framework provides an enterprise-wide view of how processes are working and what can be done to improve them, in addition to the development of a ‘Service Factory’ to centralize the full service support ecosystem and align it to key metrics. We are excited to join the Advisory Board of CSL, as CSL’s academic and business insights will complement Genpact’s deep process management capabilities in aftermarket services to help drive exceptional value to global organizations."
The affiliation adds Genpact to a long list of service-oriented companies who are already members of the CSL, such as Harley-Davidson, Marriott and Boeing.
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SOURCE Genpact Limited