How do you conduct your certification programs?
We conduct extensive security certification programs for the IT and BPO industry. Our Product Certification Program works at different levels covering not only the end products but also the sub-assemblies, components and raw materials. These are tested according to different safety standards. The inspection and field services activity is meant to ensure that products and components continue to comply with the requirements. This is done through periodic un-announced visits to the factories where inspection is carried out on the process, material used as well as test results of the output. We look into the quality management systems, policies and procedures & practices, which exist with respect to best in the industry. Besides ISO certifications, we also do six sigma consulting for telecom companies. Our methodology is to first identify a problem, send a team of consultants and work with them closely on refining the problem.

What kind of work are you doing in the BPO sector? How do you relate eSCM, ISO certification and security certification to a BPO?
We started working with the BPO industry about two years ago. We do eSCM and ISO certification and security certification for them. Different standards look at different aspects of Operations and the objectives are often different too. The eSCM looks at the processes of a BPO operation from start to finish - thus is very holistic and detailed in its approach. It is developed by ITsqc of the Carnegie Mellon University in close consultation with leading players in the field - both clients and service providers. The ISO model is very broad in scope and possibilities but may not address the BPO environment directly always. It can be a very good starting point for some organizations. The Security Certification addresses the information security practices in an organization and is extremely important in today's context. It supplements the other certification efforts of a BPO operation.

What is your opinion on the increasing incidents of security breaches? How far can they be controlled with the help of security certifications?
Security Breach can be minimized through the right combination of certification, technology like firewalls and culture, which would clearly be the integrity level of an employee.

Globally accepted and recognized certifications are a must to increase visibility and confidence amongst prospective customers. Looking at the overall perspective of management systems, which exists in a company it would also speak on how a company will react to security breach and minimize future, issues now rather than wait for trouble later

How do you certify a BPO company? Could you please explain the steps involved?
The key steps involved are the following:

• Develop understanding of the priorities of the specific organization being audited through discussion with Top Management. Understand the processes being followed and the norms/metrics.
• Audit the operations through sampling of Processes/records/interviews with staff/interviews with other stakeholders where applicable and necessary.
• Look for intent behind actions and not just procedural compliance. Look for understanding of goals/objectives - Have they percolated to one and all?
• Special Focus on areas directly relevant to the business - eg. Information Security/Training /HR practices/Contract Management/Customer Complaint handling etc.
• Summarize findings and share them with the Management of the organization for their response. Ensure that the emphasis is on processes and not on faultfinding.
• Finalization of Audit Report with Action Requests where applicable.

What are your views on the current state of the BPO industry in the country and the need for certifications to increase global competency?
We believe that 'Operational Excellence' needs to be the mantra for all players in the BPO space today - covering the whole gamut of processes/practices. We need to work feverishly towards enhancing the performance and trust levels across the board. Only this can help us hold on to the high grounds that we occupy today in the global market place. In this effort, organizations need to measure themselves continuously against the model processes/metrics that help them identify the gaps and propel them to higher levels of performance. This is also an organizational motivator that helps rally the whole team.