ANISAN Technologies –SERVICE DELIVERY POLICY CHARTER
- OUR AIM
Our underlying objective is to continually uphold and fully subscribe to the business ethos of professionalism, integrity and efficiency within the context of being responsive to the needs of our clientele.
To achieve this end, we at all times strive to improve and attain the highest of professional standards by offering and providing sound and result oriented services.
- OUR COMMITMENT TO YOU
We will: –
· We will work with you to develop a full understanding of your business /organization and expectations.
· We will pursue your work conscientiously and without delay. We will work together with you to establish time specific goals and objectives that meet your needs.
· We will delegate work to our experts who have the required expertise and experience appropriate to both the nature and complexity of the matter and our understanding of your expectations.
· At your request we will provide documentation that outlines the scope of the consulting and education services to be provided; the potential timeline for handling the matter; a list of the client team members and alternate service contact, with their fields of expertise; and our consultant’ contact information.
· We will meet and strive to exceed your expectations and always welcome your feedback. We will from time to time seek from you, either formally or informally, an assessment of our performance.
· We will maintain effective channels of communications including keeping you informed of all significant developments in your consulting or learning matter and responding to your contact in a timely fashion.
· Accounts will be easy to understand. We will always be receptive to client feedback on our billing practices. When issues arise, we will treat them seriously and respond promptly.
· If you are dissatisfied with our services, or if you feel we have failed to meet any of these commitments, we ask that you call the service manager on your matter, the alternate delivery head, the Director to discuss your concern. We will fairly address your concerns.
- WE WILL PUT CLIENTS/CUSTOMER (Including STUDENTS) FIRST – ON OUR PREMISES
· We will maintain the confidentiality of client’s, Customers and all our partners’ and their business in a public place where it might be overheard by a visiting client.
- WE WILL PUT CLIENTS FIRST – BY BEING ACCESSIBLE
· We will provide clients with regular email updates where they can access information about their delivery.
- WE WILL PUT CLIENTS FIRST – BY BEING RESPONSIVE
· We will check for phone and e-mail messages regularly and return them within a set period of time – no longer than 24 hours, and preferably much less.
· If we cannot respond to a message personally, we will make that sure someone else who is familiar with the client’s case or matter returns the call or replies the message.
· We will check for and acknowledge the receipt of all faxes.
· We will let clients know when we will be out of reach, and give them the contact information of the person who can answer their questions in our absence.
· We will make sure that each client has multiple contacts at the firm, and that the client’s staff has contacts among parallel members of the law firm’s staff.
· We will learn and use the names of a client’s staff; we will be courteous and respectful at all times.
· We will respond to any complaints, fix them and let the client know how the problem has been fixed.
- WE WILL PUT CLIENTS FIRST – BY UNDERSTANDING THEIR NEEDS
· We will ask clients about their service preferences before, during and after each engagement.
· We will listen and communicate to ensure that a client or customer recieves our complete attention.
· We will take a hard look at our own interpersonal skills – and ask for professional development assistance if necessary.
· We will keep current with our client’s development and celebrate with clients on their successes.
· To respect the client’s financial needs, we will staff each matter in a way that provides the best value for the service provided.
- WE WILL PUT CLIENTS FIRST – BY CONTINUOUSLY IMPROVING OUR PROCEDURES
· We will manage client expectations through clear client intake procedures.
· We will communicate clearly regarding fees, costs, team members, deadlines, risks and outcomes.
· We will hold a team meeting with the client at the start of any engagement.
· We will avoid surprises.
· We will discuss a proposed action with a client before we incur any fees.
· We will provide clients with copies of documents – in the format they prefer.
· We will meet or exceed our deadlines. If we cannot, we will let the client know well in advance.
· We will handle client correspondence promptly upon receipt.
· We will provide a status update monthly, even if there are no billed hours.
· We will accept responsibility for any mistakes, apologize and provide a solution.
· At the end of any engagement, we will seek feedback to improve our procedures based on what we learn from our clients.
- OUR HOURS OF BUSINESS
The normal hours of opening at our offices are between 9.00 a.m. and 5.00 p.m. on weekdays. Messages can be sent to our mobile phones outside those hours and appointments can be arranged at other times when this is essential.
- PEOPLE RESPONSIBLE FOR YOUR WORK
The firm also has well trained professionals and a fully fledged support staff who facilitate its smooth operation and are akin to ensure that any consulting or education related work you engage it in is done to your full satisfaction.
- TIMESCALES AND CRITICAL DATES.
Our firm is aware that its clientele requires consulting and education services to be rendered expeditiously and within an appropriate agreed time frame.
We always ensure that we meet specified dates for presentation of our
assignments to the client/customers.
- CHARGES
Our charges are calculated mainly based on service level agreement that is mutally agreed and signed before the work begins.
- We are also guided by the business laws in India and USA
