The document discusses quality management in the business process outsourcing (BPO) industry. It defines quality, outlines the need for quality in BPO due to increased competition and customer expectations. It describes key quality dimensions like reliability, tangibles, conformance, responsiveness, flexibility, security, and assurance. It also discusses tools that BPO companies use to achieve quality like ISO 9000 and Six Sigma. Additionally, it highlights how Indian BPO vendors emphasize quality assurance and differentiate themselves in the industry through standards and certifications.

1. 1

2. Management in BPO
By
Ayudh
Venkatesh
Srikanth
Harini

3. 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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4. 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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5. Need for quality
• Increase in competition
• Rise in customer expectation
• To build and sustain relationships
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6. Reliability
Security Tangibles
Quality
Dimensions
Assurance Conformance
Responsive
Flexibility
-ness
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7. 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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8. 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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9. 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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10. Responsiveness
• The timeliness of service
• Sub-measures:
– Speed
– Competence
– Correction of errors
– Customer relationship
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11. Flexibility
• The process ability to deal with changes.
• Sub-measures:
– Rescalability
– Availability of Upgrades
– Innovation
– Transition
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12. Security
• The freedom from danger, risk, or doubt.
• Sub-measures:
– Confidentiality
– Physical safety
– Financial safety
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13. 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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14. 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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15. 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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16. 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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17. Benefits of a good QM
• Helps reduce operational costs
• Improves Business relations
• Improves operational efficiency
• Improves competitive strength
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18. 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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19. 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
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20. Thank You!!