1. 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.
2. Need for quality:
Increase in competition.
Rise in customer expectation.
To build and sustain relationships.
3. Reliability Security Tangibles Quality DimensionsAssurance Conformance Responsive Flexibility.
Ability to perform the promised service dependably and accurately.
Sub-measures: – On-time delivery – Accuracy of results – Accessibility – Correct historical data – Disaster recovery.
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.
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.
7. Responsiveness:The timeliness of service.
Sub-measures: – Speed – Competence – Correction of errors – Customer relationship.
The process ability to deal with changes.
Sub-measures: – Rescalability – Availability of Upgrades – Innovation – Transition.
The freedom from danger, risk, or doubt.
Sub-measures: – Confidentiality – Physical safety – Financial safety.
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.
Tools for achieving quality:
Total Quality Management(TQM)
CMMI - Capability Maturity Model Integration (CMMI)
eSCM - eSourcing Capability Model for Service Providers and clients
People-CMM - People Capability Maturity Model
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.
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.
Benefits of a good QM Helps reduce operational costs.
Improves Business relations.
Improves operational efficiency.
Improves competitive strength.