ECCI helps Indra achieve another milestone – CMMI Dev v1.3 ML 3 Appraisal

On May 25, 2012, Indra was appraised at Maturity Level 3 of CMMI Dev v1.3 for the Software Development Practice. CMMI is a process improvement approach that provides organizations with the essential elements of effective processes that ultimately improve their performance. An appraisal at maturity level 3 indicates that the organization is performing at a “defined” level. At this level, processes are well characterized and understood, and are described in standards, procedures, tools, and methods. The organization’s set of standard processes, which is the basis for maturity level 3, is established and improved over time.

Indra Philippines is one of the leading IT services providers in the Philippines and in Southeast Asia. Indra, with headquarters in Spain, has been operating in the Philippines for the past 17 years, providing a wide range of services across various industries. Indra’s global as well as local experience in systems development and integration, business intelligence, management consulting, managed services and outsourcing of IS/IT operations put the Philippine affiliate in a strong position to be able to respond effectively to the requirements of the various markets not only in the country but also in the Southeast Asia region.

ECCI consultants worked in collaboration with Indra’s Quality Assurance team – working with them as a partner throughout the project providing guidance to help them implement the required processes for this appraisal. The appraisal is a testament to Indra’s remarkable commitment and dedication to quality and process improvement.

With this, Indra is now better equipped to manage critical business processes for continuous operations.  And, the appraisal is a testament to Indra’s capability to provide better quality services to their valued clients.





Role of Quality in IT-BPO

Manila Bulletin Online. Article by: Michael Hamlin

December 6, 2011, 11:54pm

MANILA, Philippines — An article in The New York Times November 25 reporting that the Philippines was, “A New Capital of Call Centers,” caused quite a stir. Not because of its timeliness. The first reports by Everest Group and IBM that the Philippines had surpassed India as the world’s largest provider of call center services appeared a full year earlier. But the Times report — because it is the paper of record in the United States — resonated far more profoundly with legitimacy.

Regrettably, that resonance also helps to perpetuate a great myth about IT-BPO in the Philippines. That’s the myth that the Philippines is primarily — and always will be — a low-cost voice services provider. Just two sentences of the lengthy report provided information on the high-value, non-voice services being performed in Manila, and that brief mention was used to preface a shift in focus to India’s dominate position and threats the Philippine industry faces.

That mattered little compared to the fact that the Times had proclaimed the Philippines a global leader, and industry executives — including me — wasted no time sharing the link to the article with other executives, government officials, and their families. One industry executive told me he had received 19 emails with the link. A tier-one broadsheet thought so highly of the report that it reprinted the piece on its own front page.

No doubt the industry appreciates the visibility the Times report provided. Perpetuating the myth that the Philippines can’t and doesn’t provide the high-value, non-voice services its competitors do perhaps is a reasonable tradeoff for the opportunities the visibility the Times report provides. The tradeoff is that companies that want to outsource high-value, non-voice services won’t consider the Philippines, and Filipinos therefore won’t get to do that work.

There are other serious challenges to the Philippines’ IT-BPO industry than visibility — or lack thereof for its fastest-growing segment — however. One was tackled in the third of a series of CEO Briefings organized by the Business Processing Association of the Philippines (BPAP) and Outsource2Philippines several times every year. “Best in Class: Towards Operational Excellence” took place yesterday, and was attended by about 100 IT-BPO executives.

(Disclosure: BPAP is a client of my firm TeamAsia, which has been engaged to organize the briefings, and I am a founder and the president of Outsource2Philippines.)

Anyone familiar with the accolades heaped on the Philippine IT-BPO industry over the past year may be surprised that it trails every mature and most emerging competing services centers in the area of implementing quality frameworks and standards — by significant margins. A Quality Road Map commissioned by BPAP and developed by ECC International shows that the Philippines trails Brunei, China, India, Malaysia, and Vietnam in quality certifications.

Read the full article here.

(Michael Alan Hamlin is the managing director of TeamAsia and a Manila-based author. His latest book is High Visibility: Transforming Your Personal and Professional Brand. Write him at

APEX Global launches its 2012 Public Training Calendar

Expect more REAL learning experiences from APEX Global with its roster of training offerings for 2012. With its aim to promote performance excellence among professionals, APEX Global further expands it course offerings adding fourteen new programs in partnership with various accreditation and learning organizations.

APEX Global is the first in the Philippines to offer Certified SOA Architect where IT professionals can learn the fundamentals of SOA and gain a solid understanding of the service-orientation design, eventually leading to being a Certified SOA Architect.

Certified Scrum Master, accredited by the Scrum Alliance is also one of the latest training for IT and Business Process Excellence. Scrum is the leading agile development methodology, used by Fortune 500 companies around the world. It was originally was formalized for software development projects, but works well for any complex, innovative scope of work.

Furthermore, Software Quality Management Professional (SQM), Software Testing Professional – QTP and Load Runner, and the Fagan Inspection Method are also among the new programs being offered for software testing and quality excellence.

Under its BEX Behavioral Excellence umbrella, human resources practitioners will greatly benefit from the Professional in Human Resources (PHR) and Senior Professional in Human Resources (SPHR).

And with the increasing awareness and promotion of corporate social responsibility, APEX Global introduces Carbon Footprint and Reaping Returns: Measure Success of CSR & Sustainability Initiatives. Very soon, a graduate certificate program on sustainable business will be launched in partnership with one of the leading universities in Australia.

For more information and complete listing of classes and schedule, please contact APEX Global at +6324038668 or send an email to