Business Excellence (BE) at Infosys BPM is not only about having a quality management system in place
but also practicing excellence to achieve superior business results through people, process
and technology. We have adopted leading industry standards including ISO standards, TL 9000
and eSCM SP v2.0. This enables us to build a process-oriented culture that supports client
service delivery and continuously evolves using the EFQM / Malcolm Baldridge model. Periodic
review of our frameworks allows us to incorporate new industry practices and anticipate evolving
Business Excellence Drivers
Keeping our quality management system up-to-date
Our business excellence practice periodically evaluates new standards and certifications. The practice
incorporates the requirement of these standards into our quality management system (QMS) and
develops frameworks / tools to simplify implementation. We have also partnered with NASSCOM
for formulating the ISO - BPM specific standard that covers multiple standard requirements.
Our business excellence practice drives excellence through standardization of processes supplemented
with internal assessments, deployment of QMS, and external audits, some of which are:
E-Sourcing capability model helps us manage and mitigate risks, and improve
our capabilities across the entire sourcing lifecycle. The model incorporates best practices
associated with successful sourcing relationships. Infosys BPM has been awarded eSCM
Level 5 for sustaining excellence at all levels.
- As part of the corporate audits strategy, the
Corporate Certifications Audit and Assessment team (CCAT) performs an entity-level
audit which covers operations as well as support functions with specific focus areas
identified at the group level. Some audit areas prioritized for operations include contractual
compliance for delivery / account, account risk management, BCMS effectiveness, customer
complaint management, performance management, and more. These audits build stability
in the business. In the last few years, no major non-conformances have been observed.
Infosys BPM follows the Statement on Standards for Attestation Engagements (SSAE) 16,
an auditing standard for service organizations. Practicing SSAE 16 standards helps us
comply with Sarbanes Oxley's requirement to show effective internal controls covering
financial and other critical reporting.