Outsourcing Services: 3 Points to Improve Quality

On July 30, 2012, in Outsourcing, by Business Development Group
 In improving and maintaining quality standards in outsourcing services, commitment from both sides—the client and the outsourcing service provider— is required.

In improving and maintaining quality standards in outsourcing services, commitment from both sides—the client and the outsourcing service provider— is required.

One of the major concerns when outsourcing certain business processes to an offshore location is the issue of maintaining the quality of either products or services associated with the brand. There is always the risk that the outsourcing service provider may not be able to deliver the service/product at the quality level accustomed by the outsourcer’s customers. As such, though companies are reaping the cost benefits of offshore outsourcing, there is still an ongoing struggle to maintain quality standards.

In improving and maintaining quality standards in outsourcing services, commitment from both sides—the client and the outsourcing service provider— is required.

Related Article: Quality Assurance In BPO

Two-Tiered Approach to Quality Assurance

It is best to implement a two-tiered approach to quality assurance especially in the case of offshore outsourcing. As much as possible, quality must be checked immediately in the offshore facility by the service provider’s QA team and again locally by the client’s QA team, before it reached the client’s customers. This way, quality is double checked by both parties.

Related Article: 5 Keys to Improving Quality in Offshore Business Process Outsourcing

Continuous Improvement through QA Results

Most importantly, the best way to improve value in outsourcing services is in implementing a culture of continuous improvement. By constantly monitoring project progress on a regular basis and keeping tabs on how QA results can be implemented towards the improvement of the delivery and quality of outsourcing services.

In theory, a quality assurance plan devised to improve quality standards of outsourcing services may seem achievable; but then it may not always be possible in actual scenarios. It is necessary that both client and outsourcing service provider be totally in sync in implementing the QA plan. The stakes are certainly high and both parties cannot afford to lose in this quality assurance initiative for outsourcing services.

Related Article: Outsourcing Services: 3 Points to Improve Quality

 

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