Quality management in bpo

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Management in BPO

ByAyudhVenkateshSrikanthHarini

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The Road Ahead……

• Definition of quality• Need for quality in BPO• Quality Dimensions• Differentiating factor of Indian BPO• Efforts of Indian Vendors• Benefits of BPO• Tools for achieving quality

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Definition

• Quality is the on-going process of building and sustaining relationships by assessing, anticipating, and fulfilling stated and implied needs.

• Quality is the customers' perception of the value of the suppliers' work output.

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Need for quality

• Increase in competition

• Rise in customer expectation

• To build and sustain relationships

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Quality Dimensions

Reliability

Tangibles

Conformance

Responsive-nessFlexibility

Assurance

Security

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Reliability

• Ability to perform the promised service dependably and accurately.

• Sub-measures:– On-time delivery– Accuracy of results– Accessibility – Correct historical data– Disaster recovery

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Tangibles

• Physical facilities, equipment, and application; appearance of personnel.

• Sub-measures:– Advanced technology– Global expertise– Application’s user friendly interface– Ease of data reporting and extracting

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Conformance

• The degree to which a service’s design and operating characteristics meet established standards.

• Sub-measures:– Systematic process design– Consistent process delivery and management– Efficiency and Effectiveness– Added value

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Responsiveness

• The timeliness of service• Sub-measures:– Speed– Competence– Correction of errors– Customer relationship

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Flexibility

• The process ability to deal with changes.• Sub-measures:– Rescalability– Availability of Upgrades– Innovation– Transition

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Security

• The freedom from danger, risk, or doubt.• Sub-measures:– Confidentiality– Physical safety– Financial safety

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Assurance

• Client focused process development and management

• Sub-measures:– Shared approach to problem solving– Helping customers in improving their entire

operations– Quality assurance systems or tools– Expertise availability and know how– Fit of work practices with that of customers, etc

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Tools for achieving quality

• ISO 9000• Total Quality Management(TQM)• Six Sigma• CMMI - Capability Maturity Model Integration (CMMI)• eSCM - eSourcing Capability Model for Service

Providers and clients• People-CMM - People Capability Maturity Model

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The Differentiating factor of Indian BPO• The predominant factor that gives Indian BPO an edge over

the rest is Quality Assurance.

• QA ensured at various levels :

Hiring of only experienced quality assurance personnel who are either CSQA or CSTE certified by the international Quality Assurance Institute

Incorporation and adherence to international standards of quality assurance

Over 70% of Indian vendors have implement varied levels of ISO

Over 65% of Indian vendors follow Six Sigma standards and CMMI

COPC certified and ensure that quality is maintained even in verbal communication skills, such as accent, grammar and fluency in English.

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On going efforts by Indian Vendors

• BPOs quality certification programme introduced by NASSCOM• Implementation of the concept of Benchmarking.• NASSCOM taking initiatives to control Copyright infringement

and ensuring that data privacy and information security are maintained.

• Constant upgradation in various QA procedures and holistic training in QA tools and COPC certification courses.

• NASSCOM has developed an E-SCM and E-Services Capability Model, which serves as a common yardstick for quality among Indian BPO companies.

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Benefits of a good QM

• Helps reduce operational costs

• Improves Business relations

• Improves operational efficiency

• Improves competitive strength

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Eg: Mahindra Satyam BPO

• Quality comes first• Focus mainly on customer expectations• Aim at best in class deliverables through

competent and disciplined professionals• Focus on RFT(Right First Time) to attain near

Zero defects

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Their approach:-• Mandatory awareness sessions on Quality Management

System – QMS and various Quality training opportunities for all associates within a month of hiring.

• Structured Green Belt training using ISTRIVE technique – Identify, Set, Track, Review, Improve, Validate and Ensure to all process owners and key stakeholders in all relevant engagements.

• Deploy qualified and experienced Black Belts into all engagements of the organization to drive continuous improvements

Thank You!!