BCI Governance

Principles of Governance

The BCI Governance Structure has been designed on the paradigm of “Accountability to Markets, Industry and Stakeholders through Ethical Practice of Credentialing.” The set of 9 different policies and guidelines that drive governance in BCI have been developed on this paradigm.

The tenets of Accountability, Industry-connect and Ethical Credentialing Practice are enshrined in the architecture of the BCI Governance Structure, which has an integrated group of Boards and Councils responsible for ensuring that all BCI products and services are always designed and delivered on the basis of the needs and the voices of the players, markets and stakeholders of the global business process outsourcing industry and its components.

Framework of Governance

The latest BCI Governance System is composed of three key elements – the sacrosanct Amended BCI Charter 2007 – IX, which defines the BCI constitution; the Boards, Councils, Committees and Groups and the body of Policies and Guidelines. In the newest BCI Governance framework, there are 5 apex Boards, served by more than two dozen global and zonal councils and committees having 70+ members.


Executive Board

Established at the inception of BCI as a certification organization, the BCI Executive board was re-engineered significantly under the amended BCI Charter of 2007 to facilitate more rapid empowerment of various global committees and councils under the other boards. The four component committees of the Executive Board are the Advocacy Management Committee; the Global Partnering Management Committee; Credentialing Management Committee and the Knowledge Management Committee. The BCI Executive Board now is responsible for the overall management of BCI as a credentialing enterprise worldwide. Four different committees with five eminent professionals and experts as members in each of them, share mission-critical responsibilities of managing credentialing, knowledge development, international advocacy and global partner network of BCI. An independent BCI Nomination Management Committee (NMC) established by the Executive Board is mandated to nominate members for all BCI boards, councils and committees and the four committees of the Executive Board are also nominated by the NMC. Two Nominated Members in each of the four committees are rotated every year. The other three nominees are representatives from the industry with a fixed tenure of two years. Further, each of these committees has at least one BCI Certified Professional with designation of Functional Leader or above and at least two members are eminent ex-CXOs from IT/BPO/ICT or related industries. The Executive Board meets every quarter to discuss issues on governance, operations, programs and stakeholders interests.


Global Advisory Board

The BCI Global Advisory Board (GAB) underwent significant changes in the amended BCI Charter of 2007 in terms of its mandate and its responsibilities toward contributing to propagation of credentialing consciousness across the global BPO industry. The GAB essentially helps the Executive Board in the development of credentialing mechanisms and certification products and in defining the validation systems for BCI certifications and standards for professionals and enterprises in the BPO space. The GAB is composed of two large committees – the Advisory Committee on Professional Certifications, and the Advisory Committee on Enterprise Certifications. The committees have 15 eminent professionals and experts as members in each of them, responsible for advising the BCI Executive Board on mission-critical responsibilities of managing credentialing, knowledge development, international advocacy and the global partner network of BCI. An independent BCI Nomination Management Committee (NMC) established by the Executive Board is mandated to nominate members for the Advisory Board. At least 8 nominees in the GAB are eminent ex-CXOs from IT/BPO/ICT or related industries with a fixed tenure of two years, whereas 4 members are experts in education, training and learning & development. The other three members are experts in quality management and process design. Further, each of these committees has at least five members with BCI credentials of Functional Leader or above. At any given time, the GAB has at least 6 members from the Zonal Advisory Boards (ZABs) – 1 from each of the 6 ZABs for the five BCI Strategic Global Zones.


Zonal Advisory Boards

The BCI amended Charter of 2007 created 6 Strategic Global Regions for BCI – Z1-Asia Pacific rim & China; Z2-South Asia & Europe; Z3-North Africa & West Asia (Middle East); Z4-The Americas; Z5-South African Development Council; and Z6-East & West Africa. Each of these zones have their own Zonal Advisory Boards (ZABs). These ZABs were formed in the amended BCI Charter of 2007 to strengthen Zonal voices and representations in the BCI think-tank. The ZAB essentially help in the development of a body of well-researched and consensual opinions on matters related to the requirements of credentialing mechanisms and certification products in their respective Zones and in helping the Executive Board in the validation and propagation of standards in member countries. Each ZAB is composed of two large committees – the Zonal Advisory Committee on Professional Certifications, and the Zonal Advisory Committee on Enterprise Certifications. Each of these committees have 15 eminent professionals and experts as members, responsible for advising the BCI Executive Board on credentialing, knowledge development, international advocacy and partnering strategy in their zone.

The BCI Nomination Management Committee (NMC) established by the Executive Board is mandated to nominate members for all the Zonal Advisory Boards. At least 8 nominees in the ZAB are eminent ex-CXOs from IT/BPO/ICT or related industries in that zone with a fixed tenure of two years, whereas 4 members are experts in education, training and learning & development in the Zone. The other three members are experts in quality management and process design. Further, each of these committees has at least five members with BCI credentials of Functional Leader or above. At any given time, a ZAB cannot have more than 2 members from any one country in that Zone, unless otherwise approved by the NMC.

BCI Zonal Advisory Boards


BPO Professional Certification Board (BPCB)

The BPCB is the transformed Human Competence Examination Board (HCEB) established under the BCI amended Charter of 2007. BPCB is charged for validations of professional competence standards and conducting examinations for all BCI professional certification programs conducted globally through two Councils – the BCI Council for Examinations (BCE) and the BPO Professional Standards Council (BPSC). While the BCE handles examinations, the BPO Professional Standards Council looks after validations, revisions and accreditation of the BCI Human Competence Master Standards (HCMS). The BPCB also has 6 Zonal chapters called Professional Certification Management Committees PCMC) – one for each of the 6 BCI Strategic Zones. All BCI certification programs are approved by the Programs Validation Committee (PVC), while the Credentialing award decisions are taken by the Credential Award Committee (CAC)

The Credentialing Shared Services Group of CredForce™ manages the delivery of examinations across zones in tandem with the respective Zonal PCMCs and the Examinations Council. CredForce™ also coordinates with various bodies and organizations to help the Professional Standards Council in standards validations, revisions and accreditation. The core group of BPCB is composed of 6 expert members tenured for 2 years. The two BPCB councils have 6 members each with expertise in their respective professional areas. These Councils are also refreshed every two years.

The BCI Nomination Management Committee (NMC) established by the Executive Board is mandated to nominate members for all the BPCB councils and committees. The BPCB house includes a mix of eminent ex-CXOs from IT/BPO/ICT or related industries as well as experts in assessments, testing and quality management.


BPO Enterprise Standards Board (BESB)

BCI’s twin series of enterprise-level certifications – the BSDQ™ and the BTMQ™ are administered and managed globally by the BPO Enterprise Standards Board (BESB). The BESB mandate was substantially restructured under the revised BCI Charter of 2007 to ensure that BESB cultivates a new global panel of auditors and consultants aligned to the TMMS and the SDMS standards of BCI. The new-look BPCB is charged for validations of the Service Delivery Master Standards (SDMS) and the Talent Management Master Standards (TMMS) and for controlling the mechanisms for Audits and credentialing. The invigorated BESB works through two apex councils, 8 core committees and six zonal committees.

The Talent Quality Audit Control Council (TQAC) and the Service Quality Audit Control Council (SQAC) together help the BESB Core Group control global exercises on standards validation and revision and implementation of SDMS and TMMS in BPO enterprises worldwide. The BESB also has 6 Zonal chapters called Enterprise Standards Management Committees (ESMCs) – one for each of the 6 BCI Strategic Zones. Each of the two councils are composed of four committees – the Standards Accreditation Committee; the Systems Validation Committee; the Audit Control Committee and the Credential Award Committee.

The Credentialing Shared Services Group of CredForce™ manages the conduct of Audits and standards implementations across zones in tandem with the respective Zonal ESMCs and the two quality control councils of the BESB (TQAC & SQAC). CredForce™ also coordinates with various bodies and organizations to help the two councils in standards validations, revisions and accreditation. The core group of BESB is composed of 6 expert members tenured for 2 years. The two BESB quality councils have 6 members each with expertise in their respective professional areas of Service Delivery and Talent Management. These Councils are relected every two years.

The BCI Nomination Management Committee (NMC) established by the Executive Board is mandated to nominate members for all the BESB councils and committees. The BESB is represented by eminent ex-CXOs from IT/BPO/ICT or related industries as well as experts in audits, service excellence and quality management.


BCI Ethics Control Board (ECB)

The BCI Ethics Control Board (ECB) is responsible for defining and coding the ethical framework of BCI – the BCI Code of Ethics - and also for guiding, planning and controlling the implementation and practice of the BCI Code of Ethics across partners, associates and employees worldwide. The ECB mandate was substantially increased under the revised BCI Charter of 2007 to introduce more rigor in the practice of credentialing and to also expand the role of ethics in decisions related to the award of certifications. In addition to the Council of Ombudsmen, the ECB operates through two core councils – the Code of Ethics Council (CEC) and the Appellate Council. The ECB also has 6 Zonal chapters called Zonal Ethics Committees (ZECs) – one for each of the 6 BCI Strategic Zones.

The core group of ECB is composed of 6 expert members tenured for 2 years. The Council of Ombudsmen includes 4 eminent jurists tenured for 3 years. The Code of Ethics Council is composed of 6 members and reelected every three years.


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