Quality in Business Process Outsourcing
It started out on the manufacturing shop floor more than 20 years back. Today, Six Sigma is making a comeback. Financial pressures, freezes on hiring and reduced workforce levels are pushing companies to evaluate Six Sigma as a way to improve productivity and increase revenues.
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I am convinced that Aristotle, the famous Greek philosopher, would have made a great quality professional. Why? Around the 4th century BC, Aristotle said “Quality is not an act, it is a habit.” What is amazing about this statement is its relevance after so many centuries. In the last several years that I have been presenting to companies outsourcing or seeking to outsource I cannot help but draw reference to this statement. Interestingly in these presentations, I found a significant amount of consistency in themes of the discussion. Irrespective of the size of the company or the industry they belong to I have found a few themes which always draw a lot of discussion. To share a few of these themes - How many quality professionals are necessary to deliver the business process at desired efficiencies and levels of productivity? The ratios vary from 1:8 to 1:25, quality lead to associates – as a rule of thumb. The drivers of the choice of ratio are complexity of the business process, sample size to be audited and requirements in terms of improvement, among others.
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