Quality Development and Outsourcing
 
 
 
Here below are few facts on improving the outsourcing quality:
 
 
1. NASSCOM attempts to create such a yardstick are being made by Carnegie Mellon University which is involved in developing E-SCM or the E-Services Capability Model. It also plans to create a common yardstick for BPO organizations. It is extremely useful for clients who are selecting a suitable service provider, as it allows them to compare the capabilities of different service providers, and also compare issues associated with the initiation and completion of the project.
 
2. The QAI conducts different coaching programmes in Six Sigma, COPC Implementation and Support and non-certified skills like maintaining customer satisfaction, people management, service levels and transaction monitoring.
 
 
3. The proposal will also emphasize the need for internal checks and continuous quality reviews, both by the internal senior management team as well as by the client team. 
 
 
4. Benchmarking is a continuous process of assessing and comparing an organization's performance with a recognized industry leader. This is especially useful in knowing where a particular company stands in relation to its competitors. The concept of benchmarking is also beginning to be used more regularly. It also makes it easier to identify which areas need more attention in terms of quality control.
 
 
5. The importance of consistency, low error rates and customer satisfaction has never been felt as strongly as right now. The frenetic pace, with which Indian players are moving towards achieving internationally recognized quality control standards, largely arises out of the awareness that the BPO industries cannot sustain themselves on the advantages of lower costs and English speaking abilities alone. 
 
 
6. Another significant move towards ensuring quality is NASSCOM's initiative towards controlling issues like copyright infringement. It plans to formulate a comprehensive draft proposal to ensure information security and data privacy. 
 
 
7. By the end of 2004, it plans to introduce a common certification programme across India for aspiring candidates, in terms of the skills and knowledge required by the BPO industry. It is natural that governing bodies like NASSCOM are holding no bars in its efforts to improve quality regulation. 
 
 
Conclusion
 
 
Quality is the only choice for the success in outsourcing field. If any company does not consider the quality aspect as important it is on the brink of destruction.