BSDQ-09® is a specialized service delivery credentialing program for smaller, more specialized BPOs offering small volume value added services to a limited number of clients or for those offering standard services to a single client in a particular geography. According to a BCI ISRG estimate, at least till late 2008, more than half of global outsourcing contracts were being serviced by small and mid-sized BPO service providers having capacities between 25 to 100 agents.

In fact, some of the most complex and specialized research, consulting and other value-added business processes are being handled by smaller-sized BPO outfits and their numbers are only going to increase with the rise of BPO entrepreneurship across Asia, South America, and Africa. Needless to say, this category of BPOs needs to implement worldclass service delivery standards most. They handle critical business and often, extremely sensitive processes and activities for their clients and therefore, there’s little scope for quality errors or inconsistencies.

BSDQ-09® is cut-out for such organizations as the underlying SDMS Standards can be implemented faster, with fewer redundancies and disruptions to operations. In effect, nine strategically identified Service Delivery Quality drivers (SDQ drivers) are installed and activated during the implementation of BSDQ-09®.

All BSDQ-09® pre-certification activities in a country or a geographical zone are handled by BCI's Service Standards Audit Group (SSAG) or Authorized BSDQ® Implementation and Audit Partner (BIAP) in that area. The basic steps are:

The key BSDQ® Certification process steps are:

Step 1:  Organization-wide baseline study - BSDQ® Status Audit (BSA) to compile the current state of practices, systems, and processes etc. in accordance to SDMS Guidelines.

Step 2: Gap analysis by BAP and Gap Report submission to the SO for improvement action and implementation (including the BSDQ® Gap Modulus – the measure of deviation from SDMS).

Step 3: Systems restructuring etc. to bring them in line with SDMS requirements.

Step 4:  BSDQ-09® Final Audit for Compliance Check and Certification Decision.