Overview

In recent years Business Process Outsourcing (BPO)has witnessed a sporadic growth which is expected to accelerate further over the next decade. There are several drivers for this including BPO being considered as one of the most common financial re-engineering exercise for organizations. Need is for BPO services that are faster, cost effective, global, and can handle more sophisticated business processes.
Key challenges experienced in BPO services include:

• Performing successful, faster and cost effective transitions from customer environment to BPO provider’s environment
• Long cycle times, dealing with subjectivity and integration between business processes
• Achieving operational efficiencies dealing with productivity, utilization and SLA compliance
• High employee attrition
• Maintaining adequate capacity and availability to meet current and future needs
• Having process systems to proactively engage/re-engage and harmonize the BPO provider’s and customer’s visions to maximize profits
• Measuring current performance correctly, timely and adequately. Using forward looking measurement mechanisms to enable proactive decisions with minimized loss.
• Establishing and maintaining a process measurement framework that provides insights into current strengths and allows prediction towards goal achievement
• Enhancing quality of service delivery
• Repeating success continuously with increased efficiency – beyond SLA compliance
• Managing service continuity

While many BPOs have already adopted process standardization based on industry practices aimed at focused dimensions like operational effectiveness through Six Sigma, Lean, COPC, ITIL and ISO etc. however to move up the value chain BPOs are now learning from other service industries.
One of the key aspects emerging from this for BPOs striving to excel is establishing cohesive process framework that supports an evolutionary process maturity path and widest coverage to capitalize on process standardization.
This session introduces one such process maturity framework called CMMI® for Services (Capability Maturity Model Integration) that specifically addresses both these needs for a BPO provider. This session is aimed at sharing how CMMI-SVC can be used to create a foundational process maturity path and address aspects that are vital to BPOs today

Benefits

The webinar will help the participants:

• Get introduced to CMMI-SVC framework
• Understand how CMMI-SVC can be leveraged to make BPOs move up the value chain
• Understand key benefits of setting up process framework based on CMMI-SVC for BPOs

Webinar Outline

The webinar would cover the following main areas:

• Key Challenges in BPO Industry today
• Key Strategies adopted by BPOs
• Introducing CMMI-SVC service excellence framework and how it can be leveraged by BPOs to move up the value chain
• Key benefits accrued from using CMMI-SVC in BPO framework
• Industry case study snapshot of key challenges & benefits of adopting CMMI-SVC in BPO
• Typical Roadmap for leveraging CMMI-SVC in BPOs

Audience

This webinar would be useful for:

• Business Excellence Leadership in BPO
• Process Improvement Leads
• Service Managers/Leads

Pre-requisites:

• Understanding of basic BPO environment

Suggested Pre-Readings:

• CMMI for Services v1.3 overview