Business Excellence

Practicing excellence

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 client needs.

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.

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