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Hyderabad ,
India, September 29, 2005 : Satyam BPO Limited, Satyam’s
BPO arm and one of India’s
leading Business Process Outsourcing (BPO) service providers, has
become the
world's first BPO services company to achieve eSCM-SP Capability
Level 4 Certification (eSourcing Capability Model for Service
Providers). eSCM-SP has been developed by the globally reputed IT
Services Qualification
Center (ITSqc) at Carnegie Mellon University.
Satyam BPO has the unique distinction of being the first global BPO Company to be certified at eSCM-SP Capability Level 4 across all processes in three services (Transaction Processing, Customer Contact, and Engineering Services) at their Hyderabad and Bangalore locations. eSCM-SP
Capability Level 4 is the highest certification any organization
can achieve at the first attempt. An ITSqc-authorized organization
(Underwriters Laboratories) conducted the eSCM-SP Evaluation for
Certification over a period of four weeks.
eSCM-SP is a quality model
applicable to the entire BPO spectrum. eSCM-SP gives prospective
clients a guide to evaluate, select and monitor service providers
based on their eSCM-SP level of certification and Practice Satisfaction
Profile.
" Being the first global BPO services company
in the world to achieve eSCM’s highest initial level of certification
is representative of our total focus on high quality processes. As people and quality processes touch everything we do, it assures customers, on time and on budget service deliveries regardless of size and complexity. This certification would certainly provide a higher level of communication and trust between the outsourcer and the client that is vital in the rapidly changing BPO industry," said
Venkatesh Roddam, CEO, Satyam BPO.
" Certification at Capability Level 4 of eSCM is a tribute to all employees in Satyam BPO who have played a critical role in successfully driving quality processes in the organization with pride and passion. This certification is dedicated to every employee of Satyam BPO who made this possible,”said
Kishore Rao, Head - Quality, Satyam BPO.
In order to be certified for
eSCM-SP, a service provider needs to demonstrate its capabilities
across 10 different areas: knowledge management, people management,
performance management, relationship management, threat management,
technology management, contracting, service design & deployment,
service delivery and service transfer. The model has over 1,200
requirements that are used as the basis for evaluation, with Carnegie
Mellon's
IT Services Qualification Center making the final decision as to
certification.
About the Information Technology Services Qualification Center
Carnegie Mellon's Information Technology Services Qualification Center (ITSqc)
is a multidisciplinary group of researchers, practitioners, and organizations
that addresses the needs of IT-enabled service providers and their clients.
To that end, ITSqc develops quality models and qualification methods for
organizations involved in strategic service management and sourcing in the
evolving Internet economy and provides executive and professional education
in these areas.
ITSqc's Research Consortium involves leading international
corporate, government and academic entities in the development of best practices
Capability Models. Current consortium members include: Accenture; Deloitte
Consulting; EDS; Federal University of Rio de Janiero/COPPE; IBM Global Services;
itSMF; the Outsourcing Institute; Phoenix Health Systems; Satyam Computer
Services Limited; the Standardization, Testing and Quality Certification
(STQC) Directorate of the Indian Ministry of Communications and Information
Technology; and TPI. Please see: http://itsqc.cmu.edu for
more information.
For additional information, please contact:
Teresa Thomas
Assistant Vice President for Media Relations
Carnegie Mellon University
5000 Forbes Ave. , Pittsburgh, PA 15213 USA
Phone: +1-412-268-3580
For more information, please contact :
Manjula Manjotra
Head - Global Marketing and Communications (GM&C)
Satyam BPO Limited
Phone: +91 998-984-4430
manjula_manjotra@satyambpo.com |
