The BSDQ™ Framework

BCI Service Delivery Quality Standards (SDTM™ earlier) and the associated BSDQ™ enterprise credential stack is to help service and utilities businesses improve market and financial performance through standards-backed client/ customer service delivery.

Consistently delivering highest-quality services to clients and their customers at progressively lower costs will always remain the greatest basic challenge for service-provider companies. All service domains and markets are getting intensely competitive worldwide and the ever-rising client expectations have hardly helped matters. Until the release of the BCI Service Delivery Quality Standards (BSDQ™ Standards) and the BSDQ™ Systems Series by the BCI Enterprise Standards Board (BESB) a decade back, there were practically no versatile standards and Service Delivery Management systems to guide service providers globally. Most of the well-managed service-provider companies including those in outsourced business process space adapted service systems of other industries – primarily IT and software makers, and some smarter, smaller among them used intuitive brilliance to create their own service management systems.

The BCI Excellence Process Model

One of the key pillars of the BSDQ™ Standards & Credential stack is the BCI Excellence Process Model (BEPM) commissioned in 2010 after three years of extensive empirical research across 150+ service-providers in the top 38 major global economies. The BEPM model enunciates a cluster of 9 distinct processes that have to be throbbing inside an organizational system to give it an excellence-centered focus.

To know more about how BSDQ™ Standards-Release 6.1 can mean vastly improved service delivery effectiveness for your organization, please write at bsdq@bci.org

BCI Excellence Management Process

Uniquely Tailored for Service Businesses

With BSDQ™ Standards and BSDQ™ Series around, the global service industry can boast of its very own sets of the specially tailored Service Delivery Quality system and Certifications. An organization can implement the BSDQ™ standards, get audited for compliance, and achieve BSDQ-22™, BSDQ-14™ or BSDQ-09™ certification – which is not only a proof that the organization follows stringent global standards, but also an assurance for its clients about its ability to manage cost & service quality smart and conscientiously.

The BCI BSDQ™ Standards framework is based on a certain number of service excellence spheres matched to the scale and type of operations of a service delivery unit. Each sphere has a set of excellence drivers and during a typical BSDQ™ implementation process, these drivers are installed and calibrated to comply with the stipulated BSDQ™ Standards of architecture and performance.

The most remarkable aspect of the BSDQ™ Standards is its focus on ensuring that excellence embeds into the DNA of the organization. This is done through the PRIDE approach which promulgates how, all what an organization does to attain systems excellence has to manifest in its practices; remain relevant to the demands of the market, customers, employees and other stakeholders, and how they are matched to the impacts on value delivered to stakeholders; diffuse vertically and horizontally across the organization, and continue to evolve in tune with the changes in business environment, markets, technology and service quality expectations of end-customers.

The versatile BSDQ™ architecture enables it to cover Contact Centers (Captive, Third Party, Outbound, Inbound); Knowledge Process Services units; HR Process Service units; Research Process Service units; Help Desks and Technical Support Service units; Transaction Process Service units; Financial Process Service units and Medical Transcription Service units. Increasingly, non-BPO organizations in some geographies have also begun showing interest in implementing BSDQ™ Standards.

Uniquely BPO Focused

BSDQ™ Standards Through the Years

The international community saw the face of Service Delivery Maturity Standards (then known as SDMS – Release 1.0) in 2006 on successful completion of the 4-year long validation drill.

The Service Delivery Maturity Standards (BSDQ™ Standards – Release 1.0, then) was pressed into global circulation in 2006 after it completed its grueling 4-year international validation exercise. A week after it was flagged off for commissioning as the credentialing base for the BSDQ™ series of certifications by the BCI Enterprise Certification Board, one senior executive of a leading multinational BPO emailed a telling, but honest congratulatory note to us. It was long, but the most interesting line was “… Finally, after two decades of existence, we’ll get to wear our own, exquisitely cut suit, and not a hurriedly-altered stuff of a dear neighbor…”

This weather-beaten and highly accomplished professional expressed exactly what BCI was painstakingly attempting to achieve – to create a set of Service Delivery quality standards that were exactly cut out for a wide range of service-providers cutting across expertise domains. Hence, even in its first version, the SDMS Standards – Release 1.0, all 18 “Capability spheres” or parameters, were original, service-business focused, and not a rip-off from some quality-management manual.

In a simpler perspective, the BSDQ™ Standards framework provides to services companies a sharp set of tools to resize and polish their operations and improve business and competitiveness across the board. Outsourcing managers in client-companies worldwide are increasingly looking for vendors and BPO service providers that display the capabilities of handling large volumes of business-critical processes in ever narrowing industry verticals at lowering marginal costs. This marks a giant twist to the whole game of outsourcing. For a BPO vendor or service-provider, this means a paradigm shift in no uncertain terms, if it wants to retain current clients and add new ones. Hence, the need is to prove capabilities to deliver across verticals all the while retaining the same levels of functional delivery standards on ever lowering costs. The BSDQ™ Standards framework helps BPO service provider companies accomplish exactly that. It spells standards for players across all service-critical attributes and makes it easier for them to optimize processes and practices along well-proven lines.

The BSDQ™ Standards framework has gone under the scalpel seven times already and has emerged a fitter, leaner body of service delivery standards – The BSDQ™ Standards – Release 6.1 Framework. Take a look at some of the major changes in the Framework over the years:

HCMS14 - Release - 1.0 (codenamed BigLeap Standards in 1999)

For Senior Associates working on inbound voice-based customer service processes as well as on non-voice transaction and back-office processes.

HCMS14 - Release 2.0

ADDED: for Senior Associates working on voice-based tele-sales/ marketing processes.

HCMS14 - Release 2.1- HCMS14 - Release 2.3

ADDED: for Senior Associates working on non-voice finance & accounting and technical helpdesk processes; Team Leaders; Operations Manager.

HCMS14 - Release 2.4

ADDED: for Training Manager, Quality Manager and People Manager; pan-domain applicability.

HCMS14 - Release 2.5

ADDED: FOUR new standards added for Manager-Level Certifications

HCMS14 - Release 2.6

ADDED: FOUR new standards added for fresher level; non-voice-based for technical support services; pan-domain applicability.

HCMS14 - Release 2.6

HCMS14 - Release 2.7 (First Market Release Version)

ADDED: for Operations Leader; pan-domain applicability.

HCMS18 - Release 2.8

ADDED: for Quality Leader and People Leader; pan-domain applicability

HCMS18 - Release 2.9

ADDED: TWO new standards added for People Leader

HCMS20 - Release 3.0

ADDED: for Business Leader; pan-domain applicability

HCMS21 - Release 3.1

ADDED: ONE new standard added for Business Leader with a condition that these credentials will only be honorary and awarded upon invitation.

HCMS21 - Release 3.2

MODIFIED: Assessment Structures for Team leader and Manager Level Certifications. Referee reports added as an assessment component.

HCMS21 - Release 3.3

MODIFIED: Assessment Structures for Specialist Level certifications rationalized; referee reports added as an assessment component for upgrade-registrants; new skill-sets added to Manager-level certifications to make them relevant even for non-BPO professionals

HCMS21 - Release 3.4

ADDED: ONE new standard provisionally added for BPO Master Trainers;

MODIFIED: Entry level certifications in Finance & Accounting (CFPA™) and Transaction Processing (CBPA™) underwent restructuring in core modules.

HCMS21 - Release 3.5

MODIFIED:Transaction Processing (CBPA™) certification renamed CBSA™ - after BackOffice Services – replacing the Transaction Processing term. The Business Leader Certification was restructured and released for open offer. Standards-bits added in all levels for Impact Sourcing versions of certifications.

HCMS21 - Release 3.6

All entry- and associate-level certification standards were expanded in scope to cover in-house process-based functions within companies

HCMS21 - Release 3.7

MODIFIED: Assessment Structures for Specialist Level certifications rationalized; referee reports added as an assessment component for upgrade-registrants; new skill-sets added to Manager-level certifications to make them relevant even for non-BPO professionals

HCMS21 - Release 4.0

Major modification and additions made in the Team Lead professional standards to expand the scope for other service businesses like banks, retail and hospitality CBQM certification standards were pulled out of circulation temporarily

HCMS21 - Release 4.1

Major modification and additions made in the Ops Manager (CBOM™) professional standards to expand the scope for other service businesses like banks, telecom, retail and hospitality among others

HCMS21 - Release 4.2

Modifications made to all certification standards bringing in the additional element of robo- and automation technologies

To know more about how BSDQ™ Standards-Release 6.1 can mean vastly improved service delivery effectiveness for your organization, please write at bsdqstandards@bci.org

Infusing BSDQ™ Standards

How BSDQ™ embeds in your Service Business?

The BCI service delivery certification BSDQ™ is awarded to enterprises showing compliance to the BCI BSDQ™ Standards - Service Delivery Standards Release 6.1, which promulgates Service Delivery excellence along 22 different “spheres” of service delivery quality.

During the audit process, BSDQ™ auditors evaluate how the “quality drivers” within a “sphere” are manifested in its PRATICES; what has been to ensure that the “drivers” undergo change in their complexion to remain RELEVANT to the demands of the market and they are matched to the IMPACTS on value to clients and costs; how have these excellence drivers DIFFUSED vertically and horizontally across the organization; and finally, what has the organization done to ensure a continuous EVOLUTION of its processes so that they are in sync with the changes in technology and service quality expectations of end-customers.

The BSDQ™ series – or the BSDQ™ family – includes three variants – BSDQ-09™, BSDQ-14™ and BSDQ-22™ – applicable for BPO enterprises across service specialization and of all sizes and types. There is a special version for Impact Sourcing enterprises, that operate on slightly different operational paradigms and with different category of workforce.

To share your own experiences of implementing quality standards and how have you handled the challenges of change in your organization, please write to us at share@bci.org. Your contribution may be published in one of BCI’s newsletters and it might just win you an international appreciation and a BCI professional certification Voucher! Also, there’s a good chance that if your contribution is judged as outstanding, your organization may win a privilege voucher for BSDQ™ certification!

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