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Listed below are a series of frequently asked questions related to the CDS service. If your question is not listed below, please chat live with us. |
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Service Questions
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How many employees do you have?
CDS has over 100 professionals, a third of whom have advanced degrees. Along with our highly experienced on-the-ground management, our professionals touch our end-customers every minute. Our employees hail from some of the best workplaces and educational institutions and have been brought together by the desire to tackle services that require judgment.
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How sound is your infrastructure?
CDS infrastructure was built with redundancy, security and flexibility in mind. The infrastructure is leveraged from our multiple locations worldwide, including
- Our original 15 000 square feet offshore services location in Coimbatore, India. This facility is located in a large commercial complex
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Do you have environmental policy?
CDS recognizes the critical responsibility that we have for protecting and enhancing the natural resources of the communities in which we function. As such, we will not intentionally sacrifice this business principle for commercial gain. This means that:
- We will conduct business with suppliers who themselves follow a similar guideline .
- We will use recycled paper whenever possible for cups, towels, reprographic paper and notebooks, avoiding plastics.
- We will recycle our glass bottles, our used paper and our toner cartridges.
- We will use equipment that minimizes the release of greenhouse gases or other impurities.
- We will save energy by switching off idle machines.
- We will ensure that our transportation for staff is conducted in vehicles that pass inspections for emissions.
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What is Resilient Operating Strategy (ROS)?
CDS is committed to ensuring that the services we provide are uninterrupted and unaffected by outages caused by either a major widespread disaster or a Local incident such as a fire, power failure or infrastructure problems.
For CDS, business continuity planning is about maintaining, resuming and recovering the business, not just the recovery of the technology.
We offer a Resilient Operating Strategy (ROS) and Business Continuity Plan (BCP).
CDS works with its customers in classifying business processes performed at
CDS as:
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Critical: must be recovered within the Maximum Acceptable Downtime (MAD) to the Minimum Alternate Level of Operations (MALO)
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Recover As Possible (RAP): processes that are not considered critical to the customer operations and can be recovered when normal operational capacity is restored
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Failure Mode Effect Analysis
Using concepts and theories from Six Sigma management, we estimate the risk involved with various disaster scenarios and tailor our ROS accordingly. By numerically estimating the severity, frequency and detection of each mode of failure, we are able to assign a Risk Priority Number (RPN) to each mode of failure. Our ROS is aimed at reducing the RPN by mitigating the severity and frequency, and increasing the detection of each mode of failure.
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Please describe your approach to accommodate significant volume changes as this relates to staffing, forecasting
and service level agreements?
Almost universally, our clients require CDS to scale our dedicated base of trained employees within weeks. CDS is consistently able to deliver dozens of personnel in part because we maintain an adequate percentage of our employee strength within an in-house temporary pool. This general pool is comprised of full- time equivalents that continually train and hone their skill sets before they become dedicated to an individual client.
In the event of a client "ramp-up" or a new client "on-boarding", these resources are fully prepared in the base processes and methodologies. Hence, the time taken during the transition stage is minimal.
Further, we closely monitor the utilization of all dedicated teams, dipping into our in-house, non-dedicated supply if our clients give us permission. Simultaneously, we evaluate the necessity of adding permanent, dedicated members to a team, if the client expects consistent increase in volumes.
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What is the profile of your employees?
CDS through its experiences, has developed a very rigorous recruiting and training regimen, wherein just 2.0% of the over 15,000 applicants to the company in the last twelve months have been made an offer. Even fewer graduate from the three-month post-employment training program, mentorship and six-month probation.
CDS requires all Operations Center employees to possess a minimum of a college degree associated with relevant work experience, proven technical ability and keen attention to detail. Employees are required to demonstrate proficiency in the use of the English
language, excellent project management and organizational skills, the ability to work independently and a thorough knowledge of software applications. All employees undergo skills assessment tests periodically.
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