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VFS Global, Partnering Governments. Providing Solutions.
Partnering Governments. Providing Solutions.


Based on our philosophy of “Customer First”, we ensure that our people, processes and technology are structured to meet Customer and Stakeholder requirements. By building a culture of Total Quality Management at every stage of service lifecycle and continually improve and transform quality standards.

VFS Global uses world class practices and management standards in making Quality an integral part of our day to day work life. Optimal Service hallmarks and Business Excellence is achieved through a Quality road map of management practices like Six Sigma, Lean, Balanced Scorecard and ISO standards etc. We build quality into our processes and continually monitor our performance, thus crafting the need for process standardisation and process re-engineering.
Quality strengthens the approach in three folds:

From Quality Control → Quality Assurance → Quality Management to create the TQM Culture at VFS Global


VFS Global has integrated high standard quality measures, such as Six Sigma, Lean, Benchmarking, ISO 9001:2008, ISO 27001:2005, ISO 14001:2004 and Idea Generation systems to streamline processes, minimise waste and achieve breakthrough performances.

Key Quality Process


Six Sigma: To improve efficiencies and effectiveness of our Service, DMAIC and DFSS approach is followed across the globe.



LEAN Practices: All improvement initiatives undertaken for waste reduction or automation through Lean tools and techniques.



SPARK “Ideas to Reality”:  Is an ideation platform for employees and partners to post their ideas on Innovation, Customer Delight, Process Reengineering etc. These ideas in turn deliver measurable benefits for the organisation.



Customer feedback management system: A framework developed for capturing voice of Applicants (Customers) to understand and service their expectations. These feedbacks are analysed and reported on set frequency.


Our 360° approach to Quality & Transformation at VFS Global



Approach to quality deployment was initiated at VFS Global at its inception with the view of quality check at transactional level. Eventually, our quality system has evolved into the TQM module. It caters to all Customer, Applicant, Employee and stakeholder perspective.

At VFS Global, we are constantly re-evaluating and re-engineering our approach towards world-class quality. VFS Global has earned a reputation for the deployment of world-class quality processes in all the countries where our offices are located. Our ‘Quality Management System’ encompasses all the activities of our operation to ensure that processes are adhered to. We have demonstrated this by consistently achieving the goals set by our diplomatic missions.


“Transformation” is the Key to remaining at the forefront


Six Sigma: Six Sigma is a way of LIFE (Leading Initiatives for Excellence) at VFS Global. Effectively using the Six Sigma methodologies at VFS Global, we have created a quality culture for excellence. The Global Quality team is led by a Master Black Belt operating with an excellent team of certified Black Belts and Green Belts.

Certification and Awards (Quality): VFS Global has been awarded various international awards in different spheres. Our core achievement was the award at IQPC – Six Sigma Summit and QCI India for various improvements on various performance metrics. All these international recognitions and certifications showcase our capabilities in this domain.


Service Quality and Transformation Practices


Brian Davidson
Her Majesty’s Ambassador to Thailand

Hugh Keachie
Customer Service Excellence Standard Assessor at Centre for Assessment (CFA) in Manchester, UK

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