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Service Delivery Certifications/enterprise-certifications/service-delivery-quality-certification

Which BSDQ Version should I choose for my Enterprise?

BCI offers three variants in the BSDQ™ series – the BSDQ-09™; the BSDQ-14™ and the BSDQ-22™ and all of them help in driving down your operational costs; improve delivery efficiencies; add to client confidence and most importantly, make your enterprise globally competitive.

If your enterprise is a specialized service provider or a small BPO – in any domain – with a capacity of 100 or less seats/workstations, and you offer small volume, value added services to a limited number of clients or you are offering standard services to a single client in a particular geography, then BSDQ-09™ is a good starting point. BSDQ-09™ is actually cut-out for your kind of organizations because the BCI-SDM™ Standards Framework compliance can be accomplished faster, with fewer redundancies and disruptions to operations. In effect, nine strategically identified Service Delivery Quality drivers (SDQ drivers) are installed and activated during the implementation of the BCI-SDM™ Standards Framework along the journey of attaining the BSDQ-09™ certification. All pre-certification audit, analysis and alignment activities in a country or a geographical zone are handled by the Service Standards Audit Group (SSAG) of CredForce worldwide network , or Authorized BSDQ™ Implementation and Audit Partner (BIAP) in that area.

Please write to us at bsdq@bci.org to know more about how to go about getting BSDQ™ certified.
Apply for BSDQ-09™ Certification now.

If your organization operates anywhere between 100 to 250 seats, BSDQ-14™ is a good idea. Mid-sized service organizations of your kind - with relatively smaller service-market configurations - face unique Quality Management challenges in their service deliveries. Often, they can neither justify sinking investments in elaborate and expensive Service Management systems nor deploy large service quality teams with more expensive Service Management professionals thanks to their limited organic size and geographic footprints. In BSDQ-14™ Certified BPO companies, fourteen strategically identified Service Delivery Quality drivers (SDQ drivers) as enunciated in BSDQ™ Release 6.1 are installed and internalized to create an ecosystem for service delivery excellence. All BSDQ-14™ pre-certification activities in a country or a geographical zone are handled by the Service Standards Audit Group (SSAG) of CredForce worldwide network or by the authorized BSDQ™ Implementation and Audit Partner (BIAP) in that area.

Please write to us at bsdq@bci.org to know more about how to go about getting BSDQ™ certified.
Apply for BSDQ-14™ Credential now.

If your enterprise facility operates 300 seats or more, and has multiple facilities of this size, BSDQ-22™ is a good idea. BSDQ-22™ is by far, the most complex and advanced Service Delivery Quality Standard for your type of organization available anywhere yet in the world. Based on the BSDQ™ Standards credentialed by the BCI Enterprise Certification Board (BECB), BSDQ-22™ is awarded to organizations that have successfully implemented all 22 of the Service Delivery Quality drivers (SDQ drivers) enunciated in BSDQ™ Release 6.1, and are proven compliant during the BSDQ™ Final Audit. All BSDQ-22™ pre-certification activities in a country or a geographical zone are handled by the Service Standards Audit Group (SSAG) of CredForce worldwide network or by the authorized BSDQ™ Implementation and Audit Partner (BIAP) in that area.

Please write to us at bsdq@bci.org to know more about how to go about getting BSDQ™ certified.
Apply for BSDQ-22™ Credential now.

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BSDQ™ Family

State of the art architecture of the BSDQ™ Series allows for it to cover Contact Centers (Captive, Third Party, Outbound, Inbound); Knowledge Process Service 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 etc.

The BSDQ™ Family/Series has three variants:

BSDQ-22™: relevant for large, diversified multinational organizations;

BSDQ-14™ and BSDQ-09™: designed for mid-sized & small, focused set-ups offering unique and differentiated services to internal or external clients.

BSDQ-09

BSDQ-09‌‌™ is a specialized service delivery credentialing program for smaller, more specialized BPOs offering small volume value added services to a limited number of clients or for those offering standard services to a single client in a particular geography.'

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BSDQ-09-IS™

The smaller clique of business processing units, who are an integral part of the Impact Sourcing Worldwide Movement, is the group for which BSDQ-09-IS™ has been designed.

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BSDQ-14™

Mid-sized BPO service organizations with relatively smaller service-market configurations face unique Quality Management challenges in their service deliveries opt for BSDQ-14™.

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BSDQ-22™

BSDQ-22‌‌™ is by far, the most complex and advanced Service Delivery Quality Standard for a BPO Organization available anywhere in the world.

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BSDQ™ Impacts on Business

BSDQ™ delivers significant impacts to both – business and operations sides of a BPO organization. If the BSDQ™ credential enhances the marketing might of a certified BPO organization and adds to its business attractiveness for generating more business and multiplying clients; the very process of attaining the BSDQ™ certification prepares and tones-up the organization for significantly improved service delivery performance. Service delivery excellence has a direct impact on a BPO’s growth; its productivity; its workforce performance levels and on its all-round capabilities to deliver more value to clients.

Listed below are the various ways through which a BSDQ™ credential impacts an organizations's health:

If it is built into the DNA of an organization, service delivery excellence can have the most decisive impact on business growth. A BSDQ™ certified organization can therefore exhibit far expanded competitiveness because of its improved agility and responsiveness to environmental changes. The compliance to BCI-SDM™ Standards helps BSDQ™-certified organizations develop process-reflexes that can anticipate change better and hence facilitate ahead-of-the-curve innovations in services, products and value propositions. BSDQ™-certified organizations experience a perceptible reduction in costs of operations due to improved process efficiencies and also, an increase in revenues due to increased market attractiveness. Monitored over a period of two years, BSDQ™ certified organizations tend to show strengthened bottomlines and toplines and a far more positive business continuity outlook. The PRIDE approach to implementing BCI-SDM™ Standards helps BCI certified organizations embed service delivery excellence in their DNA, giving them a competitive edge in the long term.
The process of BSDQ™ certification in a BPO enterprise involves a rigorous exercise of making its service delivery systems and processes compliant to BCI-SDM™ Standards 9.2. This exercise, however, in reality, “forces” the management to look at structures beyond its operations and service-delivery departments and serves to overhaul the entire organizational system. It’s almost like “cleaning” up the organization, weeding off redundancies and “liability processes” and making the work-culture more “excellence conscious” and customer-focused. But perhaps the biggest spinoffs of the BSDQ™ certification exercise are experienced in aspects that directly drive productivity – shortening of decision circuits; acceleration of instructional communication; snappier innovation cycles; and more pre-emptive and anticipatory monitoring of productivity performance. Sustained BCI-SDM™ Standards compliance built though the PRIDE approach leads to having a system with well-synced processes with excellence paradigms seeped right down to their DNAs. The workforce, managers and technology – all work together better in BSDQ™ certified organizations making business processes deliver more.
Agile BPO organizations show a greater probability of remaining ahead of the curve simply because they can anticipate change faster and earlier than most others, and they react much before threats can numb them or opportunities can slip by. The ability to adapt their service delivery speed, style and quality to emerging market requirements is most critical for BPO organizations because of their clients’ needs to remain responsive to their customers’ changing demands and expectations. Aligning service delivery system to the BCI-SDM™ Standards helps a BPO organization become more agile. BSDQ™ certified organizations are nimble-footed and not weighed down by processes scripted in concrete. That’s one of the most significant impacts brought about in BPO organizations that observe rigorous compliance to BCI-SDM™ Standards. The “cleaning” up of deadwood and the de-weeding of redundancies that happens during BCI-SDM™ Standards implementation tends to sharpen the service delivery processes besides making the work-culture more “excellence conscious” and customer-focused in the long term. An organization’s processes give it the reflexes desired to pro-act or react to change, and the BSDQ™ implementation exercise helps build a “positive nervous energy” and alertness into its people and the work-environment. BCI-SDM™ Standards compliance leads to having faster communication and decisioning and more pre-emptive and anticipatory monitoring of productivity performance - even in the wake of emerging and new requirements.
BPO industry is marked by a suddenly-raised bar for service providers. Expectations of Value from their BPO vendors by clients has now come to include much more than delivery of high service productivity at lower costs. BPO clients today desire their BPO providers to function as their first interface to change; their “buffers” to adversity; and even as their “net” for opportunities, besides a supplier of services. Being so many things for clients is not easy for BPO organizations if they are still functioning through traditional business processes. That’s where BSDQ™ certified organizations have a clear advantage – they have transitioned to the next level of service delivery architecture and by being on the BCI-SDM™ Standards, they are agile to evolving business needs of clients and more responsive to the attendant product, productivity and performance requirements. That’s why they can spot a change faster and earlier than most others, and they react much before threats can numb the client or competitors scoot away with opportunities. The ability of the BSDQ™ Certified organizations to adapt their service delivery speed, style and quality to emerging market requirements helps clients receive services that are always best in class and cost effective. However, from clients’ perspective, perhaps the most interesting and attractive addition to BSDQ™ certified organizations in BPO 3.0 era is their capability to innovate breakthrough product and service ideas for clients, which can provide a decisive competitive edge to them and add value Conformance to BCI-SDM™ Standards helps organizations develop processes that enable BPO providers innovate value-added services for their clients, and augment clients’ current offerings for a higher market premium.
HR is a key attention area during the BCI-SDM™ Standards compliance process in BPO organization. Apart from the fact that invigorated and more streamlines business processes increase employees’ potential for performance and help increase productivity all-round, the BSDQ™ certification process revolutionizes the very way employees are managed. The BCI-SDM™ Standards orchestrates comprehensive changes in how human resource is hired, inducted, engaged, motivated, compensated and driven for higher performance. Its major contribution, however, is in the manner in which the responsibility of talent management and employee handling is “pulled out” from the HR department and entrusted to every department-head. The PRIDE approach to BCI-SDM™ Standards conformance in BPO organizations enriches business processes with relevance and impact-consciousness and employees therefore extract more from the system. BSDQ™ certified organizations are distinctly agile, and so is their workforce. Employees can anticipate and welcome change fast, and adapt their service delivery speed, style and quality to the demands of the changed environment. In fact, a significant bit of the productivity advantages delivered by BCI-SDM™ Standards to a BPO organization are done through expanding the workforce-capacity for higher productivity. BSDQ™ -certified organizations observing sustained conformance to BCI-SDM™ Standards eventually develop a more energetic work environment where productivity and quality remain at constantly high levels despite Change.
Managing Service Quality in BPO organizations generally remains a cryptic and difficult-to-manage result area as long as the operations and delivery departments remain the sole custodians of Quality. As if this is not enough, the constant employee churn and attrition further complicates the task of building Quality a part of life for workforce. Organizations that have embraced TQM or other quality paradigms feel a little more relieved, however, as quality consciousness is more distributed and diffused across the organization and does not remain a baby of the QA department alone. One of the many advantages of implementing BCI-SDM™ Standards is the “democratization” of Quality which is brought about by making Quality principles easy to understand and practice for employees who are not so technically literate. In BSDQ™ certified organizations, the language of Quality is what can be understood by the BPO workforce, and not like what generally it is in IT organizations – from where many BPO companies tend to borrow quality systems! Equally importantly, sustained BCI-SDM™ Standards compliance makes BSDQ™ certified BPO companies develop processes and practices that help new employees learn the Quality ropes fast – a critical need for organizations where at any given point in time, at least 15% of the workforce is new! This helps keep the Quality apparatus working and in one piece - despite change and attrition. Technically, BCI-SDM™ Standards seeks to set up rigorous quality monitoring, measurement and management systems and the model talks to virtually all types of Quality systems obviating the need for organizations to change to newer set of quality principles.
BSDQ™ Impacts on Business
To share your own experiences of how your organization has grown better and improved its business development rate in recent years, please write to us at share@bci.org.

We may choose to publish your contribution and select it for a special international appreciation. You may also win a BCI professional certification Voucher for yourself in the process! And remember, there’s fair chance that your organization too may win a privilege voucher for BSDQ‌‌‌™ certification!

BSDQ™ For My Enterprise

BSDQ™ is a must-credential for your organization if you offer consumer, business or utility services. BSDQ™ is cut out for large customer service operations, technical support and service facilities including contact centers; telemarketing outfits, customer support centers and backoffice support providers among others. The key advantages are:

1. Getting Your Systems running on the most advanced standards

Assurance that your organization is functioning on global standards because BSDQ™ certification is awarded after stringent audits on BSDQ™ Release 6.1 compliance.

2. Inspires Current Clients

Assures current clients about the company’s tested capabilities of handling large business volumes and inspires them to increase business volumes. A BSDQ™ certified service organization, therefore, can expect to retain current clients better and demand a price premium as well as bigger business volumes from its current clients.

3. Attracts New Clients

A BSDQ™ Certification assures prospective clients that the BSDQ™ compliant organization is working on global standards. This helps in market development, penetration and new-business generation.

4. Improves Organizational Efficiencies

BSDQ™ Certified companies show higher probability of functioning at optimal efficiencies because of well-toned processes and systems that prevent wastages, under-performance, and SLA-breach penalties.

5. Employees feel motivated to work in a globally benchmarked organization

BCI research amply proves that employee productivity and performances improve remarkably if workflows and systems are calibrated to global standards as this leads to increased accountability and more streamlined guidance. BSDQ™ helps achieve all of that and much more.

6. Strengthen information security & privacy protection

BSDQ™ compliant organizations function on the world’s most rigorous information security and privacy protection standards including GDPR.

Do write to us on bsdq@bci.org. We will warmly welcome your queries on how can your organizations implement the BCI-SDM™ Standards and attain the BSDQ™ certification.

You can also contribute your opinions on the importance of following international service standards on a company’s business. You might go on to win an international appreciation and a BCI professional certification Voucher!

Not to forget, if we find your notes seminal and profound, your organization also stands a great chance of winning privilege vouchers for BSDQ™ certification!

BSDQ™ Certification Process

All BSDQ™ pre-certification activities in a country or a geographical zone are handled by BCI's Service Standards Audit Group (SSAG) or Authorized BSDQ™ Implementation and Audit Partner (BIAP) in that area. The basic steps are:

Step 1

Organization-wide baseline study - BSDQ™ Status Audit (BSA) to compile the current state of practices, systems, and processes etc. in accordance to BSDQ™ Guidelines.

Step 2

Gap analysis by BAP and Gap Report submission to the SO for improvement action and implementation (including the BSDQ™ Gap Modulus – the measure of deviation from BSDQ™).

Step 3

Systems restructuring etc. to bring them in line with BSDQ™ requirements.

Step 4

BSDQ™ Final Audit for Compliance Check and Certification Decision.

To know more on how your organization can implement BSDQ™, write to: bsdq@bci.org.

The BCI Service Delivery Quality certification, BSDQ™, is awarded to enterprises showing compliance to the BCI-SDM™ Standards - Service Delivery Standards, Release 9.2, 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 PRACTICES; 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.orga. 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!

If you wish to share your experiences of executing quality standards and confronting the challenges in your company, you can write to us at share@bci.org

Apply for the BSDQ™ now!


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