Download - BPO Industry Awards 2006

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© Copyright QAI India Ltd, 2006.
All rights reserved.

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© Copyright QAI India Ltd, 2006.
All rights reserved.

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AWARD DESCRIPTION


This award acknowledges the contribution of the internal Information Technology (IT) function in a
BPO enterprise. The award will assess the
innovative use of technology in providing business
value.



QUALIFYING CRITERIA


Organizations

meeting the following qualifying criteria are eligible for participation.




This award is open to all BPO companies in India



This award is for the internal Information Technology support function only. Technical support
service delivery processes/ program
s of companies are excluded from participation in this award
category.



ABOUT THIS APPLICATION FORM


This application form has three parts

1.

Company Information

2.

Evaluation Criteria

3.

Declaration Form


For information on submission details and dates, categorie
s and criteria, judging, awards,
conditions of participation please visit _________________




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Part

1: COMPANY INFORMATION


1.1 Company Details


PARAMETER

DESCRIPTION


1.1 Name of company:




1.2 Founded (Year & Country):




1.3 Chief executive'
s name:




1.4 Web site URL:




1.5 Latest full
-
year fiscal revenues (indicate
which month your fiscal year ends): US$




1.6 Total number of employees:




1.7
Total number of locations:




1.8 Number of seats in operation




1.9 What is the percenta
ge split of your
business between Captive and 3
rd

party

























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1.2 Manpower distribution by vertical:


Please specify approximate manpower distribution by vertical and process/engagement
complexity.



Engagement
>>
>>>>>>>>
complexity


Vertical
>>>>>>>>>>>


Manpower distribution {number
of Full
-
Time Equivalent (FTE)}

Infrastruc
ture
operation
s

Back
office
support

Contact
centers

Knowledge
services

High
end
design

Others

Banking and Financial
Services







Insuran
ce








Telecommunications








Travel








Legal








Healthcare








Pharmaceuticals








Biotechnology








Any other (please specify)










1.3 Manpower distribution by function:


Please specify approximate distribution of manp
ower working in the outsourced
horizontals/functions as per process/engagement complexity.



Engagement
>>>>>>>>>>
complexity


Function
>>>>>>>>>>>


Manpower distribution {number
of Full
-
Time Equivalent (FTE)}

Infrastruc
ture
oper
ation
s

Back
office
support

Contact
centers

Knowledge
services

High
end
design

Others

HR









Finance and Accounting









Supply Chain









Customer Service









Technical Support














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Sales & Marketing









Research and Analytics









Data Mining and Modeling









Design and Development









Any other (please specify)











1.4 Contact Details


Name and Title


Phone


Fax


Email


Postal Address






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Part

2: EVALUATION CRITERIA


Please furnish/address the follow
ing information requirements for consideration in this award
category.



A statement about what evidence could be submitted in support of the submission. The
supplementary material is highly recommended for the purpose of evaluation.


The documents and evi
dence serve to illustrate and validate claims made.

The artifacts could be
in the form of documents, communications, awards received, orientation material, process
manuals or anything that is illustrative.


Wherever applicable please indicate how the speci
fic structure, policy or practice has helped
address the people issues and impacted business performance.

Give evidence of the
implementation of these practices, how are resources committed to the same, how are they
practiced, reviewed and improved so that

they deliver better business results.


The information submitted will be treated as strictly confidential.



1.
STRUCTURE, SYSTEMS,
PROCESSES AND RESOUR
CES


1.1 What are the metrics and targets to assess the overall performance of the internal IT function

in your organization?



1.2 Please detail the steps taken by IT to ensure Business Continuity Planning (BCP) and
Disaster Recovery Planning (DRP) in a cost effective manner.



1.3
Describe the framework for planning and measuring the success of an IT pr
oject (preferably
quantified)



2. PEOPLE


2.1 What is the basis of tracking and managing the performance of the people working in the IT
function?


2.2 Provide evidence of use of the voice of the IT employees to gage and improve the
deployment effectiven
ess of the HR systems for the IT function (e.g. policies, procedures, reward
and recognition systems etc).


2.3 Provide details on the extent to which the IT resources have been formally trained and
certified on internationally recognized programs on BCP/D
RP.



3.
LEADERSHIP AND QUALI
TY SYSTEMS


3.1 How has your organization demonstrated leadership in IT (participation on standards
councils, partnering, press coverage etc.)?



3.2 Provide evidence of your organization having achieved certification on globa
l standards and
frameworks such as ITIL, BS
-
15000, BS
-
7799, COBIT, six sigma, I
-
TRIZ, etc




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3.3 Provide evidence of alignment of IT function’s annual plans with the annual entity plans and
the organizations’ strategic plan. Demonstrate effectiveness of the

periodic review of the IT
function’s performance by the leadership team (meaningful action items resulting in closure of
identified gaps).



4. RESULTS


4.1
Describe the company's IT accomplishments in the last 12 calendar months. Please include
key figur
es or data indicating measures related to Return on Investment (ROI), efficiency and
effectiveness.


4.2 Please select up to three (3) IT Projects that have each
been completed and company has
begun to reap business benefits in terms of:

a)

Better service, r
educed cycle time

b)

Better quality

c)

Better cost advantage


Describe why each of these projects has been short listed, and how each of them meets the
evaluation criteria stated below.


1.

Evidence of the use of the voice of the customer to shortlist the project


2.

Describe the benefits gained after the project was completed. Provide evidence to
quantify the benefits where applicable. For example, the percentage of cost reductions/
efficiencies achieved after the IT project was implemented, compared to the period
bef
ore it was completed.


3.

What was innovative about the approach taken or the outcome of the project?


4.

Please provide evidence of voice of customer post completion of the IT project



5.
ADDITIONAL INFORMATI
ON


5.1 Please provide any additional information
that you feel appropriate.





© Copyright QAI India Ltd, 2006.
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3: DECLARATION FORM


I have read and agreed to the Conditions of Entry specified below.




I/we certify that all data and information provided in this form are factually correct to the best
of my knowledge.



I/we declare th
at no information has been withheld, through which omission may materially
diminish my standing of the Awards or affect the judging of the Award.



I/we certify that all rights and clearances with regard to any third parties or third party
intellectual prope
rty connected with this entry have been obtained



I/we agree that any false representation can lead to the immediate disqualification of my
company and the nomination by the awards panel.



I/we agree that the judges’ decision is final and no correspondence
will be entered into



Award Category Applied For


Name


Company


Telephone


Email


Mobile Phone


Date when submission made


Email id from which submission made


Signature of Company Authorized Signatory


Date of Signature


Company Seal/Stamp