Friday, September 30 2005 19:31 Hrs (IST) - World Time -

Hyderabad: Nipuna Services Limited, Satyam's Business Process Outsourcing (BPO) arm and one of India's leading BPO service providers, has become the world's first BPO services company to achieve eSCM-SP Capability Level 4 Certification (eSourcing Capability Model for Service Providers).

eSCM-SP has been developed by the globally reputed IT Services Qualification Center (IT Sqc) at Carnegie Mellon University.

Nipuna has the unique distinction of being the first global BPO Company to be certified at eSCM-SP Capability Level 4 across all processes in three services (Transaction Processing, Customer Contact, and Engineering Services) at their Hyderabad and Bangalore locations.

eSCM-SP Capability Level 4 is the highest certification any organization can achieve at the first attempt. An IT Sqc-authorized organization (Underwriters Laboratories) conducted the eSCM-SP Evaluation for Certification over a period of four weeks.

eSCM-SP is a quality model applicable to the entire BPO spectrum. eSCM-SP gives prospective clients a guide to evaluate, select and monitor service providers based on their eSCM-SP level of certification and Practice Satisfaction Profile.

"Being the first global BPO services company in the world to achieve eSCM's highest initial level of certification is representative of our total focus on high quality processes. As people and quality processes touch everything we do, it assures customers, on time and on budget service deliveries regardless of size and complexity. This certification would certainly provide a higher level of communication and trust between the outsourcer and the client that is vital in the rapidly changing BPO industry," said Venkatesh Roddam, CEO, Nipuna.

"Certification at Capability Level 4 of eSCM is a tribute to all employees in Nipuna who have played a critical role in successfully driving quality processes in the organization with pride and passion. This certification is dedicated to every employee of Nipuna who made this possible," said Kishore Rao, Head of Quality, Nipuna.

In order to be certified for eSCM-SP, a service provider needs to demonstrate its capabilities across 10 different areas: knowledge management, people management, performance management, relationship management, threat management, technology management, contracting, service design & deployment, service delivery and service transfer.

The model has over 1,200 requirements that are used as the basis for evaluation, with Carnegie Mellon's IT Services Qualification Center making the final decision as to certification.