Interested in ITES-BPO organization digital transformation?
Today, people are surrounded by digitalized products and services. Digital technologies are connecting people, the internet, and the physical world like never before. When everything is connected, business as usual becomes a thing of the past and the certainty of digital influence is expected to intensify across all industries. For digital transformation, data explosion, digital disruption and customer experience are the key drivers. To adapt to such digital influence and drivers, ITES-BPO organizations should investigate and define the implementation path for achieving digital transformation. The following seven key essentials should be considered.
- Developing a digital strategy and strategic objectives.
- Establishing effective governance and management of the transformation processes.
- Involving and engaging customers during the digital transformation process.
- Establishing the organizational culture and structuring for digital transformation.
- Transforming operations in a digital way.
- Reinforcing the transforming technology infrastructure.
- Establish a partnership ecosystem.
Besides, customers and service users are key stakeholders for the process lifecycle at all levels of an ITES-BPO organization. ITES-BPO organizations should also consider the interests and perspectives of different stakeholders during digital transformation. The BPO industry will continue to thrive and show an upward trend, which will be driven by cost optimization, competitive advantages and disruptive technologies. The three accumulative drivers shape the path for an ITES-BPO organization to augment its competitiveness in the industry.
ISO/IEC TS 30105 Part 9: Guidelines on extending process capability assessment for digital transformation focuses on the processes relating to digital transformation, aligned to the process reference model in ISO/IEC 30105-1, covering ITES-BPO lifecycle processes. It outlines the outcomes for a digitally transformed ITES-BPO organization’s processes and the corresponding base practices to achieve such outcomes, providing guidance on the process capability assessment for digital transformation. Additionally, ISO/IEC TS 30105-9 provides informative use cases of digital transformation in ITES-BPO organizations relating to CRM, Finance, HR and Procurement. ITES-BPO organizations can apply ISO/IEC TS 30105-9 to carry out digital transformation, enhancing their competitiveness in the market, and providing industry data accumulation for the long-term development of whole ITES-BPO industry.
For ISO/IEC TS 30105-9, see www.iso.org/standard/82368.html.