Dialog Axiata PLC’s service delivery team earned the distinction of becoming the first customer service outfit in Sri Lanka to be awarded a rating of Maturity Level 5 on the People Capability Maturity Model (People-CMM), last month.
The benchmark rating comes on the back of Dialog being recently voted by Sri Lankan consumers as the Telecom Service Provider of the Year for the fourth year in succession at the SLIM Nielsen People’s Awards.
Dialog is the first company in Sri Lanka to be rated at P-CMM Maturity Level 5 and now joins the league of top companies practicing People-CMM across the globe, such as Accenture, Wipro, Tata Consultancy Services and Infosys to name a few global giants. This achievement reinforces Dialog’s continued commitment to develop and enhance skills and capabilities of its service personnel.
P-CMM is an organisational change model owned by the CMMI Institute (Carnegie Mellon University).
Dialog’s achievement of Maturity Level 5 demonstrates it implements world-class best practices with respect to the management and development of its workforce in the sphere of service delivery.
Commenting on the achievement, Dialog Axiata Group Chief Customer Officer Sandra De Zoysa said, “We are extremely honoured to have achieved P-CMM Maturity Level 5 for Human Capital Development, given that the most valuable asset within customer experience management and service delivery are the people serving our 10 million plus customers.
We adopted the P-CMM-based talent management excellence journey as far back as 2006 and used the model to build a process-driven, scalable framework for attracting, deploying, developing and motivating talent. We achieved P-CMM maturity Level 3 in 2009 and continued to sustain ML3 practices and build up people practices to meet the requirements of ML4 in 2013 and subsequently ML5 in 2014.
Our service team is ‘best-in-class’ and People-CMM along with the many international awards and accolades we have won goes to prove that Dialog focuses on building for the future to ensure our discerning Sri Lankan consumers get nothing but the best.”
Rajesh Naik of certified CPM assessors, QAI (India), commenting on Dialog’s service delivery competencies said, “Dialog’s Group Service Delivery function has a strong competency framework. This is supported by continuous improvement programmes driven by Five-S and Six Sigma frameworks. The combination ensures that both customer satisfaction and operational efficiencies are continuously enhanced in a systematic manner. I am sure Dialog will achieve greater heights in future.”