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SDMS Through the Years…

The Service Delivery Master Standards (SDMS – Release 1.0, then) was pressed into global circulation in 2006 after it completed its grueling 4-year international validation exercise. A week after it was flagged off for commissioning as the credentialing base for the BSDQ™ series of certifications by the BPO Enterprise Certification Board, one senior executive of a leading multinational BPO emailed a telling, but honest congratulatory note to us. It was long, but the most interesting line was “… Finally, after two decades of existence, we’ll get to wear our own, exquisitely cut suit, and not a hurriedly-altered stuff of a dear neighbor…”

This weather-beaten and highly accomplished professional expressed exactly what BCI was painstakingly attempting to achieve – to create a set of Service Delivery quality standards that were exactly suited for the BPO industry. Hence, even in its first version, the SDMS – Release 1.0, none of the 18 “Capability spheres” or parameters, were a take-off from some quality-management manual.

Today, several revisions later, the SDMS Framework – Release 1.6, is gradually catching on as a preferred standard and over the last one year, we have received more than three dozen requests for proposals (RFPs) from BPOs across the world, including those from India, China, Egypt and Philippines for implementation of the SDMS framework and getting BSDQ™ Certified.

In a simpler perspective, the SDMS framework has given BPO and other process-driven companies a sharp set of tools to resize and polish their operations and improve business and competitiveness across the board. Outsourcing managers worldwide are increasingly looking for vendors and BPO service providers that display the capabilities of handling large volumes of business-critical processes in ever narrowing industry verticals at lowering marginal costs. This marks a giant twist to the whole game of outsourcing. For a BPO Vendor, this means a paradigm shift in no uncertain terms, if it wants to retain current clients and add new ones. Hence, the need is to prove capabilities to deliver across verticals all the while retaining the same levels of functional delivery standards on ever lowering costs. The SDMS framework helps BPO service provider companies accomplish exactly that. It spells standards for players across all service-critical attributes and makes it easier for them to optimize processes and practices along well-proven lines.

Though very young, the SDMS framework has gone under the scalpel seven times already and has emerged a fitter, leaner body of service delivery standards – The SDMS – Release 1.6 Framework. Take a look at some of the major changes in the Framework over the years…

SDMS Version

Year of Launch/ Introduction

Coverage/ New additions

SDMS18 - Release - 1.0


18 “Capability Spheres” or SDQ drivers (Service Delivery Quality)

SDMS20 - Release 1.1


ADDED: TWO new SDQs drivers on “verticals specialization” and Client Interface Management”

SDMS22 - Release 1.2


ADDED: TWO new SDQs drivers on “Internal Research & Development and Legal Compliances Management”

SDMS22 - Release 1.3


ADDED: FOUR new SDQ-drivers in the CS-18 Module – Verticals and Domain Specialization

SDMS22 - Release 1.4


ADDED: Six new SDQ-drivers in CS-19 module on Process & Task Handling Capabilities

SDMS22 - Release 1.5


ADDED: PRIDE™ loaded onto the SDMS Audit system; three new SDQ drivers added in CS-2 module on Service Strategy Management

SDMS22 - Release 1.6


Modified:Five drivers modified in module CS-5 on Technology Infrastructure. Reinforcements made to address the requirements of organizations in the Impact Sourcing network

To know more about how SDMS-Release 1.6 can mean vastly improved service delivery effectiveness for your organization, please write at

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