Mid-sized BPO service organizations with relatively smaller service-market configurations face unique Quality Management challenges in their service deliveries. Often, they can neither justify sinking investments in elaborate and expensive Service Management systems nor deploy large service quality teams with more expensive Service Management professionals thanks to their limited organic size and geographic footprints.

Such organizations need cost-effective solutions that help them bond to a set of global Service Management standards, which their limited operations can conveniently understand, interpret, adopt, and leverage. BSDQ-14® has been developed exactly for such outfits. BSDQ-14® Certified BPOs would have successfully installed and internalized fourteen strategically identified Service Delivery Quality drivers (SDQ drivers) as enunciated in SDMS Release 1.2. 

BSDQ-14® Certification offers a number of business and efficiency benefits to credentialed organizations including increased competitiveness; enhanced client confidence; greater organization marketability to prospective clients; and vastly improved service-delivery efficiency and quality.

All BSDQ-14® pre-certification activities in a country or a geographical zone are handled by BCI's Service Standards Audit Group (SSAG) or Authorized BSDQ® Implementation and Audit Partner (BIAP) in that area. The basic steps are:

Step 1:  Organization-wide baseline study - BSDQ® Status Audit (BSA) to compile the current state of practices, systems, and processes etc. in accordance to SDMS Guidelines.

Step 2: Gap analysis by BAP and Gap Report submission to the SO for improvement action and implementation (including the BSDQ® Gap Modulus – the measure of deviation from SDMS).

Step 3: Systems restructuring etc. to bring them in line with SDMS requirements.

Step 4:  BSDQ-14® Final Audit for Compliance Check and Certification Decision.