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CBPM® Critical Areas of Professional Knowledge & Competence

Areas of Knowledge & Competence Pre-requisites for BPO People Managers as prescribed under HCMS21, Release 3.5, 2012.

Code Assessment Component
A1 CBPM‌® Domain Knowledge
  1. Understanding of the Business Process Outsourcing (BPO) Industry
    • The phenomena, concept & types of Business Process Outsourcing
    • Structure & Offerings of the Global BPO Industry
    • Trends, Issues and challenges of the Global BPO Industry
  2. People Management Function in BPO Organizations
    • Generic Definition & Concept of People Management
    • Importance of People Management Excellence in BPO competitiveness
    • Commonly practiced Models of People Management in BPO Organizations
    • Process Components of People Management function in BPO Organizations
    • Issues & Challenges of People Management in BPO Organizations
  3. The Profile of a BPO People Manager
    • Roles of a BPO People Manager
    • Typical Key Result Areas of a People Manager
    • Skills & Competencies of a BPO People Manager
  4. Principles & Techniques of People Management in BPO Organizations
    • Principles & Objectives of People Management
    • Managing Organization Culture & Values
    • Managing Organizational Climate
    • Managing People Competencies
    • Managing Talent Acquisition
    • Managing Talent Transformation & People Development
    • Managing People Performance
    • Managing Compensation & Benefits
    • Managing Talent Engagement
    • Managing Employer Branding
  5. Contribution to Other Functions and Organization Growth
    • Contribution to Employer Branding Initiatives
    • Contribution to New Business Acquisition
    • Representing Organization in Events and Public Platforms
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