BPO:ISO L4 Standardization

[ehari]

Hi,

In our ISO journey we are in the documentation phase where we would like to standardize our L4 documents for operations(records,trackers etc).

Been an outsourced call center, we have different clients with different processes to which we cater.

While every process has established its own templates,trackers,records etc which we have termed L4,we would like to standardize them. First within one location (Organization is at many locations) and then across locations.

We have WFM (Work Force management), QA & MIS as our broadly classified categories of L4s we intend to work on.

Need inputs on how to proceed since we have too many procceses with their own templates.

Please help..

[Marc]

Anyone with some thoughts on this? I've worked with call centers but I'm very busy today. I'll try to get back on this one as well.

[ehari]

plz help...anyone?

[Marc]

Originally Posted by ehari

While every process has established its own templates, trackers, records etc which we have termed L4,we would like to standardize them. First within one location (Organization is at many locations) and then across locations.

What are the processes are you referring to? Company related or customer related? Give me some more specifics and I may be able to help a bit.

I worked with one call center which had consolidated from a CA location and several others to one in Florida. They were also had numerous customers with varied requirements, troubleshooting templates / databases, etc.

What we did was come up with standard documents for the basic operations.

We also made a 'requirements marix'. When a new customer came onboard their specific documents and requirements were put into a matrix with related file. Each contract was specific, but there was a standardized matrix which was developed for the contract review phase to address the standard requirements. They had thousands of customer documents. They established customer specific files (Documents of External Origin) and included old customers as history files (they threw away just about nothing).

[ehari]

Originally Posted by Marc

What are the processes are you referring to? Company related or customer related? Give me some more specifics and I may be able to help a bit.

By 'Processes' I mean Clients. We have different Clients and Ops runing these Clients have developed their individual L4's.

Originally Posted by Marc

What we did was come up with standard documents for the basic operations.

We also made a 'requirements marix'. When a new customer came onboard their specific documents and requirements were put into a matrix with related file. Each contract was specific, but there was a standardized matrix which was developed for the contract review phase to address the standard requirements. They had thousands of customer documents. They established customer specific files (Documents of External Origin) and included old customers as history files (they threw away just about nothing).

The matrix seems quite interesting. Can you explain how this looks like? Format, categorization etc?

Our document structure looks somewhat like this:
L1: Quality Manual.
L2: List of Dept. Level processes. eg: Ops, HR, Training etc.
L3: Work instructions within each Dept. Level. Eg: for Ops, we have Resource Planing, readiness, deployment, Workstation planning,readiness, deployment, Internal reporting, External reporting etc..
L4: These are records of the activities listed in L3s. Templates, trackers etc..

My query is respect to only the Ops Dept.
In our case what happend was that as new clients came onboard, the respective Ops dept. developed their own templates for tracking and maintaining records.
In our efforts to go for the ISO cert., we need to standardize them or that's what my understanding is...