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https://www.bci.org/enterprise-certifications/certification-framework/service-delivery-master-standards
BSDQ Framework is a set of standards built to validate operational systems of BPOs, which measures and recommends corrective actions to increase service quality.
https://www.accenture.com/t00010101t000000__w__/de-de/_acnmedia/accenture/conversion-assets/dotcom/documents/local/de-de/pdf/accenture-257-acn-learning-bpo-services-brochure.ashx
and an impressive global delivery network, Accenture helps clients execute strategy more effectively, improve employee productivity, reduce costs and create more enterprise value from learning. Accenture Learning BPO Services is an integrated, end-to-end service offering that provides scalable, proven and cost-effective learning and talent
https://www2.deloitte.com/content/dam/Deloitte/dk/Documents/finance/SSC-Handbook-%20Hit-the-Road.pdf
Shared Services HandbookHit the road 7. Typical service delivery project phases. The process of implementing a service delivery project is different for every company; however, Deloitte uses a structured methodology for SSC and outsourcing.
https://www.infosysbpm.com/offerings/industries/manufacturing/case-studies/Documents/shared-service-centers.pdf
Infosys automated the reporting framework and deployed a service-level management dashboard for the Philips reporting units. The dashboard provides granular details on the service levels at each of the 400 different units served. The relationships between various units are also established in the dashboard.
https://www.cgi.com/sites/default/files/white-papers/bps_transitions.pdf
framework that is flexible to meet both client and solution needs. For example, the service might be managed out of one or many delivery centers and from a combination of nearshore or offshore locations. GOVERNANCE MODEL The transition governance model …
https://www.researchgate.net/publication/322186707_Contact_centre_service_excellence_a_proposed_conceptual_framework
A 'read' is counted each time someone views a publication summary (such as the title, abstract, and list of authors), clicks on a figure, or views or downloads the full-text.
https://www.hcltech.com/digital-process-operations
HCL's proprietary EFaaS TM (Enterprise Function as a Service) model enables the delivery of the entire stack of services, viz. the core infrastructure layer, the underlying applications and enabling tools and the services layer for clients. Delivering these layers through an integrated as-a-service model ensures robustness, scalability, standardized and highly predictable service outcomes.
https://www.callcentrehelper.com/evolving-a-strategic-call-centre-quality-assurance-framework-115234.htm
A tactical framework eliminates additional layers of data by personalising the metrics and applying it specifically to the person behind the phone. Empowering call centre employees to take ownership of their own performance tends to boost morale and reduce staff churn, but most importantly, it outlines the root causes of poor service.
https://www.deloitte.co.uk/makeconnections/assets/pdf/the-outsourcing-handbook-a-guide-to-outsourcing.pdf
The Outsourcing Handbook A guide to outsourcing 1. ... The Outsourcing Handbook A guide to outsourcing 3. To start a new section, hold down the apple+shift keys and click ... • Horizontal BPO: Which focuses on the delivery of classic, back office business support functions such as Finance and Accounting (F&A) and Human Resources ...
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