ECCI completes the Philippine IT-BPO Quality Roadmap

On Tuesday, December 6, 2011 at Tower Club, Makati City – BPAP officially launched the Philippine IT-BPO Quality Roadmap.

As one of the leading process improvement consulting companies in Southeast Asia, ECCI was commissioned by BPAP to develop the industry analysis report focused on enhancing quality at the industry level.  The Philippine IT-BPO Quality Roadmap is a project funded by the Commission on ICT under the Department of Science and Technology. The product of these efforts is a recommended plan for the development of process excellence capabilities for IT-BPOs and shared services facilities in the Philippines.

In the projections mentioned in its “Roadmap 2016”, BPA/P projected that the industry can earn USD 25 billion and employ up to 1.3 million FTEs. However, there is a realization that this breakthrough growth can only be achieved through an industry-wide initiative focusing on the missing link – enhancing quality performance.

The report covered an industry analysis and benchmarking study of the Philippine IT-BPOsector as compared to regional and global IT-BPO industries, a current-state assessment of the different practices done by BPO organizations within the Philippines,  options available for certifications, standards, and methodologies and a recommended plan for the development of process excellence capabilities.

ECCI Group’s Country Manager, Karthik Subburaman then presented the Philippine IT-BPO Quality Roadmap followed by a panel discussion tackling the practical implications for the BPO organizations in the Philippines.  The event was graced by CEOs from the BPO industry, BPAP executives and Mr. Alejandro Melchor III, from the Department of Science and Technology (DOST).

The Quality Roadmap report will serve as the industry benchmark in terms of quality, detailing industry-wide initiatives centering on operational excellence and quality skills development among professionals including guidelines, timelines, training and career road map for individuals.


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