The Capability Model of Offshore, BPO Agencies in the Philippines
- LEADERSHIP. Identifying, communicating, and providing the balance of delivery, transformation, and relationship activities to achieve present and future successes for both client and offshore BPO agencies in the Philippines.
- PLANNING AND CONTRACTING. Developing and contracting business plans, that deliver win-win results for the customer and the offshore BPO agency over time.
- ORGANIZATIONAL DESIGN. Designing and implementing organizational arrangements for the realization of plans and contracts.
- GOVERNANCE. Defining, tracking, assessing, and fixing performance issues.
- CUSTOMER DEVELOPMENT. Transitioning users of an internally provided service to customers who make informed decisions about service levels, functionality, and costs
- PROCESS IMPROVEMENT. Offshore BPO agencies in the Philippines design and implement service processes to meet improvement targets
- TECHNOLOGY DEPLOYMENT. Swiftly and effectively deploy technology in support of critical service improvement targets.
- PROGRAM MANAGEMENT. Prioritize, coordinate, ready the organization and deliver across a series of inter-related projects.
- SOURCING. Access different types of resources required to deliver service targets.
- PROFESSIONAL BEHAVIOR MANAGEMENT. Motivate and manage people to deliver service with a front office and customer-oriented mindset.
- DOMAIN EXPERTISE. Offshore BPO agencies in the Philippines apply and retain sufficient professional knowledge of the process domain to meet user requirements.
- PROFESSIONAL BUSINESS MANAGEMENT. Consistently deliver to both customer service level agreements and offshore BPO agencies in the Philippines’ own required business plan
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ABOUT THE AUTHOR
Ralf Ellspermann
Chief Strategy Officer, PITON-Global
