Standards Development

Scope

This document gives maturity assessment guidelines to support digital transformation process for ITES-BPO organizations. It specifies the essentials of digital transformations, illustrates the key facets to enhance the digital transformation capabilities while taking account of different stakeholder’s interest. It defines the requirements by being included in ISO/IEC 30105 lifecycle processes for ITES-BPO organizations’ implementation to improve its maturity level on digital transformation.

This document:

- covers IT-enabled business processes that are outsourced;

- is not intended to address IT processes but includes references to them at key touchpoints for completeness;

- is applicable to the service provider, not to the customer;

- is applicable to all lifecycle processes of ITES-BPO;

- serves as maturity assessment guidelines to support digital transformation for organizations providing ITES-BPO services.

Purpose

Nowadays, more fierce competitors are emerging, challenging long-standing market positions and blurring traditional industry boundaries especially for ITES-BPO. Customer expectations across all stakeholders of an ITES-BPO organization including end users, customers, suppliers, partners, and employees are also increasing and transcending such traditional industry boundaries.

Diverse data creates an opportunity for ITES-BPO organization to vastly improve the quality and speed of the decisions they make and the step-change they need to survive and succeed. The ability to make data-driven, predictive decisions, leveraging a near-real-time data infrastructure are top two drivers impacting businesses. Such data-driven trend has become a major concern for ITES-BPO organizations to embrace digital disruption. ITES-BPO organizations with strong innovative competence are beginning to think in terms of a “proactive customer experience” - designing a framework that is aligned with personal preferences based on a customer’s interactions.

By adopting the industrial expertise and aligning the requirements defined in ISO/IEC 30105 standards, this guideline offers the path for ITES-BPO organization to establish/improve their digital capabilities, improve service quality and customer experience while saving costs, hereafter deliver more added value to the customers. It can promote the development of ITES-BPO organization and help the organization stand out from the fierce competition.

To achieve such innovative purposes, five essentials of digital transformation shall be considered, including developing digital strategy, establishing the organizational culture and structure for digital transformation, transforming the operations in a digital way, reinforcing the transforming technology infrastructure, and structure a smart partnership ecosystem.

In addition, this document gives the guidelines for ITES-BPO organizations to implement the operations transformation in a digital way, including:

- It specifies the essentials of digital transformation ITES-BPO organizations shall take into consideration during implementation process.

- It defines the process reference model, process assessment model and organization maturity model for digital transformation management.

- It provides use cases for the digital transformation journey for key ITES-BPO domains including customer relationship management, finance, human resource and procurement.

- It aligns with all processes during the whole lifecycle of ITES-BPO as defined ISO/IEC 30105, to define the base practises in digital transformation context to improve the ITES-BPO organization’s digital maturity