5 Keys to Improving Quality in Offshore Business Process Outsourcing

One of the immediate concerns that arises when processes are outsourced overseas is whether or not quality standards can be maintained. As a provider of process outsourcing in the Philippines, we strive, of course, to deliver the highest standards of quality for the processes with which we are tasked; but there are challenges that must be overcome both by us and the client in order to achieve optimum results. Here are the 5 keys for assuring quality while also keeping costs as low as possible in an offshore outsourcing structure.

1. Create a Quality Assurance Plan

No matter how large or small the enterprise or what type of process is involved, from software development to teleservices; management must create a plan specifically devoted to quality assurance. The plan should cover the following points:

    1. At what points in the development/production process should quality be assessed?
    2. Who will carry out level one QA?
    3. Who will they report to? Who will manage them?
    4. What is their mandate?
    5. How/when/where shall QA findings be implemented in the development/production process?

2. Implement a two-tiered approach

If possible, implement a two-tiered approach where quality is systematically checked immediately at the offshore facility and then locally as well. Depending on the process, a certain percentage of output can be checked offshore and then a percentage of the QA’d output can then be double checked.

3. Utilize existing management and admin resources in the QA process.

Especially if the budget is tight, utilize existing management to check output. Even if only a small percentage can be checked, the effect is exponential. Make sure that even this QA is scheduled and systematized with a clear reporting structure.

4. Assess SLA

Make sure SLA’s are in place for each element of the process, including staffing, to be able to quickly remedy recurring quality issues effectively.

5. Use QA

Use QA results to constantly improve processes.

To learn more about outsourcing, you can read our Top 8 Qualities of an Outsourcing Company in the Philippines article. We invite you to follow us on social media and to visit our website to learn more about our services.

banner-finalAbout Us: Sourcefit is a widely recognized US-managed business process outsourcing company based in Manila, Philippines. We proudly serve over 100 clients with a workforce of more than 1,300 employees. Our global centers can serve multiple markets, and our staff is highly proficient in English, Spanish, French, and Portuguese. Whether you need a few or many employees, we can help you achieve your business goals and build high-quality offshore teams.

Latest Awards

Sourcefit’s commitment to excellence has been recognized through numerous industry awards and certifications.

We recently received the Fortress Cyber Security Award from the Business Intelligence Group. Sourcefit was also honored with the prestigious recognition of Best Outsourcing Solutions Provider in the Philippines during the 2023 Business Excellence Awards.

Other awards include: FT ranking of 500 high-growth Asia-Pacific, The Marketing Excellence Awards, Inquirer Growth ChampionHR Asia Awards, among others.

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