At Sify, everyone is accountable to quality at all levels. The process model is placed to ensure that all management reviews continuously focus on enhancing processes. The process improvement activities are ably supported by Sify's process group with the objectives of defining, maintaining, assessing, and improving quality processes and process assets.

Sify uses the Balanced Score Card (BSC) system to measure performance at every level, starting with organizational goals and targets and drilling down to the level of individual projects. The metrics for measurement are based on key business drivers. Decision makers examine the outcomes of various measured processes against predefined targets (planned vs. actual), track the results to guide the company, and provide feedback to enhance the processes.

To help Sify project teams maintain and analyze data faster and better, the process group designed and established PAL (Process Asset Library)-a set of process tools and software used to track data for effort management, resource management, defect tracking, customer satisfaction survey, knowledge sharing, risk management, and project tracking. Data from PAL is used in management reviews for making critical decisions.

Sify's process model enables everyone to share and apply best practices across projects. This leverages the strength of long-term process maturity.

One critical factor that determines the success or failure of the project is the degree of harmony, trust, and collaboration between the customer and the service provider. To ensure harmony, trust, and collaboration, the service provider must understand and empathize with the customer's needs and goals. Sify's project managers recognize this aspect and have made it a cornerstone of Sify's engagement model with the customer.

Sify's processes are based on two engagement models, offshore and dual shore. In the offshore model, Sify's team, based in India, works closely with the customer team, which usually comprises the project manager and one or more subject matter experts. The offshore model works well for customers with well-defined sources of content, who are interested in transferring the content to the Web, converting classroom training to Web based training or improving training in the electronic format. The offshore model is ideal for the customer looking for a quick, economic solution.

For customers looking to develop courses that heavily dependent on tacit information, Sify uses the dual shore engagement model. In this model, during the analysis and design phase, Sify's instructional designers and project managers work onsite, in the customer's office, and in close proximity to the customer's subject matter experts. After the information is gathered and the high-level design solution reviewed, the Sify team returns to India and works closely with instructional designers, media developers, and programmers to develop the courseware. The dual shore model is ideal for customers looking for high-end learning solutions, who, at the same time, are looking for cost advantages from offshoring as much of the work as it is possible to.

Using the ADRDIE model, we bring together great learning design, writing, media, and technology to create outstanding courses for our customers. The ADRDIE model ensures Sify operates at high levels of efficiency and predictability, producing high quality courses, while meeting tight deadlines.

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Sify understands that communication plays a vital role in any project. Effective communication planning ensures that the right message is conveyed by the senders to the recipients through appropriate channels. We share with all our clients a communication plan that documents the components necessary for effective communication. The objective of this plan is to proactively manage the communication effort for all stakeholders in your team and ensure that the rolled-out deliverable is in total synchronization with your expectations.

Our Quality Assurance (QA) methodology ensures that the end deliverable appeals to a heterogeneous audience and is error-free, both in terms of visual elements and in terms of functionality. We constantly monitor and measure quality objectives in terms of quantitative targets for each key performance indicator. We also have rigid quality procedures for periodic monitoring of SLAs.

The salient features of our QA processes include multiple checkpoints and checklists for errors and mistakes, peer reviews to consider different viewpoints on content presentation, etc. Error levels are categorized and measured in terms of language, presentation, and functionality.