Break The Chain
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Annual Report 2020-21

intellectual capital

Harnessing opportunities

Breaking the chain by expanding our network and services

We understand, in our business, how essential it is to constantly enhance our knowledge and skills. We are always looking for opportunities to upgrade towards advanced tests and technologies to improve our service network in turn. This helps us strengthen our intellectual capital. Our persistent focus on in-house R&D and innovation provides us a greater competitive advantage in the global arena. This approach helps us harness prospective opportunities using the digital strategy as we drive growth into the future.

Our team of proficient scientists and doctors are always in pursuit of knowledge and latest key developments in pathology across the world. Our R&D team customises each test before introducing it to the test menu. Thus, helping us stay ahead of the curve while consistently upgrading.

Digital Transformation to Improve Efficiency

Mobile Applications Launched
  • Customised Check-ups
  • Expert TruHealth Risk Assessment
  • TruHRA
  • Booking Appointments
  • See, Share & Store Reports
  • Fitness Tracker Inner Health Tracking Parameters
  • Medication Tracker Doctor’s, Hospital’s & Metropolis Nearby
Digital transformations

We have extensively invested in information technology to integrate and automate processes ranging from registration, bar-coding, and billing of specimens to analysis and reporting of test results. This helps us:

  • Achieve standardisation across our operations
  • Reduce incidence of errors due to human intervention
  • Monitor technical operations through enhanced IT systems
  • Track our key performance metrics closely
  • Provide convenience to our patients and customers, by allowing them to book appointments, complete registration, and access test reports online
IT Systems
  • IBM Watson Campaign Automation allows us to improve leads generation, tracking, and conversion. The data analytics model on customer data will improve cross-sell and upsell
  • Payment platform to improve control in cash management process
  • Zero Data Loss helps in 100% data replication in remote location
  • Sample tracking process to improve visibility of customers and turnaround time (TAT) of reports
  • Automated HR processes through HRMS for better tracking and possible productivity
  • Learning Management System to train and develop employees
  • Automated Quality System to track quality standards across the group
  • Mobility applications for consumer’s ease of access
  • Service CRM implementation to help improve NPS
  • Feedback management for instant feedback and rating

Globally compliant quality standards

Our quality assurance system enables a process-oriented approach to ensure quality testing through use of standard operating procedures, management of documents and records, implementation of quality control, external quality assessment (including proficiency testing) and robust internal audits. Our quality assurance system covers the entire value chain of our laboratory operations. Besides core laboratory operations and front-end services, our quality assurance system extends to physical infrastructure, procedures for purchase and inventory management, equipment maintenance, customer service, human resource management and process improvement.

  • Mumbai Lab is CAP Accredited since 2005 *(College of American Pathologists, global gold standard in laboratory accreditations).
  • NABL Accreditation follows ISO-15189 Standard and is recognised by ILAC & APLAC GRL and 11 RRLs have NABL accreditation.
  • More than 75% reports are generated by accredited labs. Many of our doctors are assessors, lead assessors for NABL.
  • Some senior doctors are committee members of NABL, WHO, Government & NGO committees.