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Critical Areas of BPO Operations Management Excellence

Areas of Professional Excellence for BPO Operations Leaders as prescribed under HCMS21, Release 3.5, 2012.

Code Assessment Component
A1 CBOL‌® Areas of Professional Excellence
  1. Vision of the Future of Business Process Outsourcing (BPO) Industry
    • Contours of change in the objectives & paradigms of Business Process Outsourcing
    • BPO Services of the Future
    • Competitive Landscape of Global BPO Industry
  2. Vision of the Future of Operations Management in BPOs
    • Emerging & Future Models of BPO Operations Management
    • Enhancing Global Competitiveness through Operations Management Excellence
    • New Drivers of Operations Management Excellence in BPO Organizations
  3. Challenges of Managing BPO Operations
    • People Performance challenges for BPO organizations
    • Productivity & Service Delivery Challenges for BPO Organizations
    • Quality and Operational Excellence Challenges for BPO Organizations
  4. Role of a BPO Operations Leader
    • Roles of a BPO Operations Leader
    • Skills & Competencies of a BPO Operations Leader
  5. Contribution to Operations Excellence & Organization Growth
    • Thinking & Implementing Worldclass Operations Excellence Paradigms
    • Contribution to Business Expansion
    • Contribution to Organization Branding & Reputation
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