BSDQ™ Frameworks

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: