Provides guidance on the application of the process assessment model, how to strategically leverage the assessment and then how to use it in the context of an improvement programme for an ITES-BPO organization.
Table of contents
Header
About this publication
Preface
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Purpose
5 ITES-BPO process context
6 ITES-BPO process structure
7 Stakeholders and stakeholder value definition
8 Process reference model
9 Process assessment model
10 Framework for assessment of process capability
10.1 Components of assessment
10.2 Measurement framework
11 Organization maturity model
12 Process capability assessment
12.1 Process capability initiation
12.2 Process assessment output
13 Process risk determination
13.1 Process risk determination — Introduction
13.2 Process risk determination — Steps
13.2.1 Step 1 — Initiate process risk determination
13.2.2 Step 2 — Set target capability
13.2.3 Step 3 — Assess current capability
13.2.4 Step 4 — Determine proposed capability
13.2.5 Step 5 — Verify proposed capability
13.2.6 Step 6 — Analyse process related risks and act on results
14 Process improvement
14.1 Process improvement — purpose and outcomes
14.2 Types of process improvement
14.3 Process improvement programme
14.3.1 Examine organization’s business goals to set improvement objectives
14.3.2 Initiate process improvement cycle
14.3.3 Identify improvement areas
14.3.4 Analyse assessment strengths and weaknesses
