SMILE’ to EXCELLENC E – ‘S’tandardise through documented Processes for Compliance and Excellence, ‘M’onitor through Measures, Indicators, Audits, Assessments and Customer Complaints, ‘I’mprove through Innovation, ‘L’earn through Failures, Successes and Sharing, ‘E’xcellence through External assessments. It is an operational cum managerial practice used on a daily basis through a process approach and systems perspective. It was innovated through in-house design through sev
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