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I Advice - High Quality in the Indian Outsourcing Industry
Printing can be defined as a process of producing texts and images, typically with ink and paper by a printing press. Printing is an essential part of any publishing business and is often carried out as a large-scale industrial process. Printing as a technology has come a long way and has improved with time. The advancements have resulted in the development of various types of printing techniques. From the several techniques available, screen-printing is used most extensively.Screen-printing is also known as silk screening and is a technique that is suitable for relatively flat surfaces. The process involves the use of a fine mesh or screen that is tightly stretched around a rigid frame, wherein the screen masks the areas, which are not to be printed. To create a print, the screen is placed over the item to be printed along with a blob of thick ink. With the help of a squeegee the ink is th
Quality Lapses - People and Industries
Despite superior p
Trade show booths can act as an excellent source for generating sales enquiries in the short run. Companies are able to demonstrate their products or services and get instant enquiries at the booth which on timely follow up can result in sales. Some of the tips on how to maximize the benefits of a trade show booth as a sales tool are mentioned below:1. On-Spot promotion schemes: This is an age old trick which works well at trade shows. Firstly it makes the visitor stop at your booth for more than a few seconds. Secondly, a structured promotion method quickly puts the visitor through the benefits of the products (obviously in an attractive fashion) and then a decision making opportunity is thrown at the visitor introducing them to on the spot interesting offers. Offers can range from products sold on the spot at attractive pricing, free gifts with purchases, extended time period of services,
The Indian BPO industry, which previously relied on its cost effectiveness to attract customers, is now under an entirely different dictatorship. Quality is the new buzzword and is dominating business processes and services like never before. Ninety percent of ITES-BPO companies now have specialized quality departments that are responsible for ensuring accurate, reliable services to their customers. The spotlight in Indian centers is now focused on ensuring standards of quality that are at par with, if not superior to their counterparts abroad.
Defining Quality
Quality departments have a straightforward approach to identifying the areas that require quality control. The first step is the identification of parameters that are 'critical to quality'. These parameters almost always include the client's requirements and expectations. Other key factors like accuracy, productivity and turnaround time are also outlined.
Most companies are now also following the process approach. The process approach is a description of the linkages between all the activities that work towards meeting the finest quality standards that have been identified by prevalent quality norms and the client's expectations.
The Indian Advantage
The Indian advantage lies primarily in the educational and technical qualifications of the personnel, who are often more qualified than the people working in the parent locations. A survey conducted in 2002 by NASSCOM (National Association of Software and Service Companies) showed that an India based ITES-BPO center in the banking and financial service sector, performs better than a UK or US based facility on significant factors such as the number of correct transactions/total umber of transactions, total satisfaction factor, number of transactions per hour and the average speed of answers.
The ITES-BPO industries are most sensitive to incorporating internationally accepted standards of quality assurance. The NASSCOM survey also found that 50 percent of Indian companies have implemented varied levels of ISO (The International Organisation for Standardization, which conceives sets of quality management standards) such as ISO 9002, ISO 9001, ISO 9001:2000, ISO 9001:2001.
The survey also says that 45 percent of Indian service providers have certifications like Six Sigma (a disciplined, statistical quality control method that measures the number of defects compared to the opportunities to make defects) and CMMI ( Capabilty Maturity Model Integration - which is a process improvement method that provides a set of best practices that address productivity, performance, costs, and customer satisfaction.). Moreover, a lot of organizations are upgrading their quality standards to from the ISE 9000 to the new ISO 9000:2000, and from the CMM framework to the new CMMI framework.
Quality Lapses - People and Industries
Despite superior pe
Step 7 – Determine what you are willing to do and what changes you are willing to make to make your dream career your reality.Now comes the hard part. You have spent a large part of your time in this process determining what you have and what you want but the greatest challenge now comes in deciding what you are willing to do to get it. Famous oil billionaire H.L. Hunt said that success requires 2 things: 1) you have to know exactly what you want and 2) you must determine the price you will have to pay to achieve it - and then get busy paying the price.Step 7 requires that you create a visual or some type of map in your head that spells out what you want and then describes what you are willing to do and the changes you are willing to make to make the goal your reality.In step 6, I introduced you to a client who desperately wanted out of her current job to pursue her pas
Defining Quality
Quality departments have a straightforward approach to identifying the areas that require quality control. The first step is the identification of parameters that are 'critical to quality'. These parameters almost always include the client's requirements and expectations. Other key factors like accuracy, productivity and turnaround time are also outlined.
Most companies are now also following the process approach. The process approach is a description of the linkages between all the activities that work towards meeting the finest quality standards that have been identified by prevalent quality norms and the client's expectations.
The Indian Advantage
The Indian advantage lies primarily in the educational and technical qualifications of the personnel, who are often more qualified than the people working in the parent locations. A survey conducted in 2002 by NASSCOM (National Association of Software and Service Companies) showed that an India based ITES-BPO center in the banking and financial service sector, performs better than a UK or US based facility on significant factors such as the number of correct transactions/total umber of transactions, total satisfaction factor, number of transactions per hour and the average speed of answers.
The ITES-BPO industries are most sensitive to incorporating internationally accepted standards of quality assurance. The NASSCOM survey also found that 50 percent of Indian companies have implemented varied levels of ISO (The International Organisation for Standardization, which conceives sets of quality management standards) such as ISO 9002, ISO 9001, ISO 9001:2000, ISO 9001:2001.
The survey also says that 45 percent of Indian service providers have certifications like Six Sigma (a disciplined, statistical quality control method that measures the number of defects compared to the opportunities to make defects) and CMMI ( Capabilty Maturity Model Integration - which is a process improvement method that provides a set of best practices that address productivity, performance, costs, and customer satisfaction.). Moreover, a lot of organizations are upgrading their quality standards to from the ISE 9000 to the new ISO 9000:2000, and from the CMM framework to the new CMMI framework.
Quality Lapses - People and Industries
Despite superior p
Assessments are powerful selection tools that have helped organizations in making countless hiring, transfer, promotion, team membership and development decisions. Assessments represent an opportunity to do all these things while returning the highest ROI of any single people directed investment you can make.The following recommendations will help you better utilize these very valuable tools in a variety of ways.Recommendation 1: Use assessments to provide information in the areas that are most likely to result in success or failure. Experience has shown that most people succeed or fail in positions because of their Behavior Fit, Value/Culture Fit and Personal Skills Fit. Assessments add to the elements of experience, technical skills, accomplishments and education - they can identify Behaviors, Values and Personal Skills that are the real drivers of success in your organization<
The Indian Advantage
The Indian advantage lies primarily in the educational and technical qualifications of the personnel, who are often more qualified than the people working in the parent locations. A survey conducted in 2002 by NASSCOM (National Association of Software and Service Companies) showed that an India based ITES-BPO center in the banking and financial service sector, performs better than a UK or US based facility on significant factors such as the number of correct transactions/total umber of transactions, total satisfaction factor, number of transactions per hour and the average speed of answers.
The ITES-BPO industries are most sensitive to incorporating internationally accepted standards of quality assurance. The NASSCOM survey also found that 50 percent of Indian companies have implemented varied levels of ISO (The International Organisation for Standardization, which conceives sets of quality management standards) such as ISO 9002, ISO 9001, ISO 9001:2000, ISO 9001:2001.
The survey also says that 45 percent of Indian service providers have certifications like Six Sigma (a disciplined, statistical quality control method that measures the number of defects compared to the opportunities to make defects) and CMMI ( Capabilty Maturity Model Integration - which is a process improvement method that provides a set of best practices that address productivity, performance, costs, and customer satisfaction.). Moreover, a lot of organizations are upgrading their quality standards to from the ISE 9000 to the new ISO 9000:2000, and from the CMM framework to the new CMMI framework.
Quality Lapses - People and Industries
Despite superior p
Along the highway in Dan Diego there is a billboard that quite simply asks in big black letters – Had Enough? I have no idea whether the person or company that owns the advertisement sells cruise vacations or a better brand of Vodka, but you have to admit it gets you thinking on a long trip.The older we get the more we hate change. The thought of leaving something familiar through repetition to start over again can be intimidating. There is safety in routine. Still, no one is locked into a relationship or a job. Free will dictates that your life is yours to live. You can walk away from either situation if it isn’t working anymore, or better still drive away and watch it disappear in your rear view mirror.Why is throwing in the towel so painfully resisted by human nature? Are we too embarrassed to admit another mistake? Are past screw-ups mounting? Is it easier to put off qui
The ITES-BPO industries are most sensitive to incorporating internationally accepted standards of quality assurance. The NASSCOM survey also found that 50 percent of Indian companies have implemented varied levels of ISO (The International Organisation for Standardization, which conceives sets of quality management standards) such as ISO 9002, ISO 9001, ISO 9001:2000, ISO 9001:2001.
The survey also says that 45 percent of Indian service providers have certifications like Six Sigma (a disciplined, statistical quality control method that measures the number of defects compared to the opportunities to make defects) and CMMI ( Capabilty Maturity Model Integration - which is a process improvement method that provides a set of best practices that address productivity, performance, costs, and customer satisfaction.). Moreover, a lot of organizations are upgrading their quality standards to from the ISE 9000 to the new ISO 9000:2000, and from the CMM framework to the new CMMI framework.
Quality Lapses - People and Industries
Despite superior p
WHAT MAKES A GOOD APPRAISAL INTERVIEW?Here is a tip for supervisors that will contribute to a successful appraisal interview. Give advance notice. Employees like to have advance notice of the appraisal session so that they can think about the past evaluation period from their own perspective. The prepared employee may have any number of things to share about management, the department, or organization, or barriers to their effectiveness. Also, the employee who comes to the session with a list of accomplishments feels a part of the process in a positive way.State the purpose of the session. The purpose of the session should be to talk about the employee’s job performance. It should be an opportunity for the supervisor and the employee to determine where supportive action is needed. The performance appraisal should not be used as a disciplinary tool. Feedback about performance should b
Quality Lapses - People and Industries
Despite superior performance levels and accreditation from international bodies, India still remains at a disadvantage when it comes to certifications for quality professionals. There are little or no certifications for quality professionals in India, and those that are available are either US or UK based. Although most companies make their employees undergo the processes for these certifications, the lack of an indigenous certification body is being felt, especially due to the scarcity of training centres for quality assurance and control. The only two popular certifications in the ITES industry are the 'Certified Software Quality Analyst (CSQA) and the Certified Software Test Engineer (CSTE). Both these certifications are offered by the Quality Assurance Institute, which is again, an international body. But these too are largely considered inadequate by most authorities.
Another major problem concerning industries like the customer contact center industry which relies on verbal one-on-one communication, is the use of incorrect accents and grammar. Quality lapses are felt strongly because of misunderstandings or the customer's inability to understand Indian accents. Efforts are being made to improve the quality standards in these areas by deploying specific bodies that evaluate prospective employees on English speaking abilities such as accent, grammar, fluency and overall communication skills. The international standard in contact center operations - the COPC certification is now in great demand among Indian contact centres. While six of the top 25 players already have COPC certifications, 12 more companies are in the process of being certified.
Efforts towards Improving Quality
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. The importance of consistency, low error rates and customer satisfaction has never been felt as strongly as right now. Naturally, governing bodies like NASSCOM are holding no bars in its efforts to improve quality regulation. 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.
Another significant move towards ensuring quality is NASSCOM's initiative towards controlling issues like copyright infringement. It plans to formulate a
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