The complete growth of BPO Services at HCL is based on the foundations of Process Excellence. HCL with a very strong focus on the quality of service delivery continues to exceed the SLAs and the customer expectations for almost all Clients.
- Process excellence helps deliver quality implementations seamlessly and provides tangible benefits to clients and value to the stakeholders
- Process excellence drives HCL to continuously innovate to continually improve the services by review of processes, people and performance
Integrated Business Management System
HCL as such is known for its entrepreneurial culture and has always been a generous investor in Quality Leadership. HCL continuously encourages Invention, Reinvention and Creativity. HCL is also aware that most of the time, attempting an innovative organic approach ends up in ‘re-invention of the wheel’. Hence HCL adopted the approach of building innovation on the foundation of best practices that are captured and documented by the Audit & Consulting Bodies as 'Standards’ This gave HCL the advantage of setting business benchmarks as well as creating a new standard – Integrated Business Management System (IBMS). IBMS is HCL’s framework for Quality through holistic Business focus. IBMS caters to multiple standards’ requirements:
- ISO 9001:2000
- ISO 14001:2004
- OHSAS 18001:2007
- COPC Rel 4.0
It evolves with a perfect blend of both document-driven and metric-driven Quality approaches. Innovation and Continual Improvement are significant to IBMS. HCL is the first service organization and the first BPO in the world to design, develop and deploy an IBMS.
ISO 9001:2000
HCL's IBMS is registered to ISO 9001:2000 by Intertek. The scope of HCL's registration includes 23 business areas viz. recruitment, training, marketing, legal, procurement, transportation and service delivery. HCL was first registered to ISO 9001 in 2002, and has received regular surveillance audits since then. Currently 83 programs that are run for Clients worldwide from across 10 different delivery centers are compliant and certified.
ISO 14001:2004
The environment management ingredient of IBMS ensures that environmental friendly procedures and practices are integrated with business procedures through a continual cycle of planning, implementing, and reviewing that is consistently improving. HCL’s IBMS is registered to ISO 14001:2004 for Environment Management by Intertek. All the delivery centers are compliant to ISO 14001 with six being certified.
ISO 18001:2007
The occupational health and safety ingredient of IBMS ensures that OSHA practices are integrated with business procedures. This leads to optimized business efficiency through employee welfare and ergonomically designed workspaces. HCL’s IBMS is registered to ISO 18001:2004 for Occupational Health and Safety Management by Intertek. All the delivery centers are compliant to ISO 18001 with six being certified.
COPC
HCL’s IBMS is certified for COPC Performance management framework since 2004 by QAI India. The certification assures that the stringent requirements of COPC® Performance management framework are installed and implemented, ensuring that it produces results in terms of improved customer satisfaction, through better service and quality, and reduced cost of service delivery. HCL is the first Indian and third company worldwide to be certified for Collections.
The services certified in HCL are:
- Inbound Customer Contact Services
- Technical Support Services
- Outbound Contact Management
- Collections
- Back-office Processing
Six Sigma
HCL BPO practices Six Sigma methodology to achieve continuous process improvements. HCL extended Six Sigma practice to BPO Services in 2004 and since then has deployed it across all Service Lines. Currently HCL BPO has more than 400+ Six Sigma experts spread across various functions and levels ushering in Process Improvements and associated monetary benefits to both Client and HCL. Actively aided by ‘Kaizen’, HCL BPO deploys Six Sigma together with Lean and BPR for best results.
HCL BPO’s approach is to proactively evolve, monitor and measure the Business-Impacting metrics from the Process Metrics contracted with the client. This totally metric-focused approach with continuous and consistent Definition, Collection, Measurement and Improvement of metrics tracks performance on a daily basis and triggers Process Improvement Interventions wherever required.
HCL BPO also has 35+ Sr. Management Staff trained as Six Sigma Champions. With the experience and expertise gained from deploying Six Sigma methodology for multiple F500 clients, HCL is also providing Six Sigma Consultancy Service in select service lines. Some of the recent successful projects are in the following areas: Improvement in Direct Debit Set-ups, FCR Improvement, Customer Satisfaction Improvement, Reduction in Pending Postings, Productivity Improvement above agreed Service Levels.
