The Relevance of Customer Satisfaction And Value Addition For BPOs
These days the Business Process Outsource organizations and financial service outfits have come to render highly specialized services and in terms of generation of employment opportunities these organizations enjoy a significant place in our economy. These outfit operates with a Service Level Agreement which is known as SLAs and these outfits strive with all their efficiency and expertise to achieve the goals as broadly outlined in the SLAs. And the payments too are linked to the attainment of the objectives. It is, therefore, absolutely essential for the BPO units to come off in this test. Or else either their below par performance leads to a cut in the payments they receive or these unit lose their business to the competitors. It is in this context the management of these outfit need to address issues involving not only survival but also steady growth which alone can ensure the survival of the fittest in a competitive world.
As has been already pointed out that stakes in turning in a satisfactory performance is too high that factor which go into producing a satisfactory performance should be accorded topmost priority in the operation of these units. Thus client satisfaction and value addition are two important areas which can go a long way in not retention of customers but also breaking fresh grounds in adding new sourcing of different work processes of the existing clients or bringing in new clients Once the importance of client satisfaction and value addition is underlined and appreciated the next question which comes to one's mind is how to go about achieving these twin goals.
As there are no well-defined tools and techniques which can be used in this regard by the service providers to increase the levels of customer satisfaction and ensuring value addition. But the use of Six Sigma and Lean techniques could be a big help in this regard. Although the application of Six Sigma and Lean concepts is more appropriate in manufacturing industry the concepts can customized to apply to the service industry also as both these tools are exercises to detect variations in performances and to reduce defects. A Lean system highlights prevention of waste, any extra time, labour or material which go into producing a particular service which greatly helps in offering the best competitive bids.
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