Hinduja Global Solutions (HGS) Awarded e-SCM-SP Capability Level 4 for India, Philippines and USA

Jul 26, 2012, 10:00 ET from Hinduja Global Solutions (HGS)

BANGALORE, India, July 26, 2012 /PRNewswire/ --

HGS, a leading provider of business process management and outsourcing solutions, announced that it has achieved Capability Level 4 certification of eSourcing Capability Model for Service Providers (eSCM-SP). Capability Level 4 is the highest level which a service provider can reach in the first evaluation. With this accomplishment, HGS sites across India, the Philippines, and the United States achieved the Capability Level 4 certification in their first Evaluation for Certification. HGS is the first service provider to be eSCM-SP certified in the Philippines, and HGS is the first service provider in the United States to have acquired eSCM-SP Capability Level 4 certification.

eSCM-SP was developed by a research consortium led by Carnegie Mellon University's Information Technology Services Qualification Center (ITSqc) and first published in 2004. This excellence model has been specifically created for the BPO industry to provide guidance to service providers that will equip them to improve their capability across the sourcing life cycle. Achievement of Capability Level 4 certification implies that HGS has successfully implemented all the 84 practices across geographies viz. USA, India and Philippines under the scope of the certification. The Full Evaluation for Certification was conducted onsite by UL-DQS, an ITSqc Authorized Organization. Achieving Level 5 is all about sustaining the Level 4 performance for two consecutive years. This is the HGS goal for 2014.

Commenting on this success, Mr. Partha DeSarkar, Global CEO of HGS, "This recognition reinforces the efforts of HGS to deliver high quality of service and experience to its clients, consistently. eSCM has enabled us to align operational processes to business objectives to function as "One HGS" to foster excellence and deliver superior, uniformed services to our clients. Our Business Excellence team has done a remarkable job in making all our processes verifiable, measurable and repeatable. With such a strong footing, we are aiming for achieving Level 5 in two years from now."

Mr. Ashwin Hoskote, Sr. Vice President, Global Business Excellence of HGS who spearheaded this initiative said, "Business Excellence is an on-going process at HGS. This achievement is the culmination of efforts over the past few years to bring excellence, uniformity and consistency in everything we do while keeping our clients' needs and requirements in mind. Adoption of eSCM practices and the achievement of Level 4 will now set the tone and tenor for HGS to deliver,  not only on client expectations, but also proactively create value to the clients' business thus providing the competitive edge."

Dr. Jane Siegel of ITSqc, representing the ITSqc Certification Board, observed that, "Certification of Hinduja Global Services at eSCM-SP Capability Level 4 across multiple geographies demonstrates the global organization's commitment to high quality processes and best sourcing practices. HGS clients can expect excellent service in the 10 areas evaluated during the certification process: knowledge management, people management, performance management, relationship management, threat management, technology management, contracting, service design & deployment, service delivery and service transfer. Being able to meet or exceed the more than 1,200 requirements in the 84 best practices that are used as the basis for evaluation is a very significant accomplishment. We congratulate the leadership and all members of HGS for attaining this very high level of performance."

About Hinduja Global Solutions (HGS):

HGS, part of the multi-billion dollar conglomerate - Hinduja Group, is a world leader in Customer Relationship and Business Process Management, with a global footprint across North America, Europe, Asia and Africa. With over three decades of experience with some of the world's most recognized brands, it delivers the best practices that drive exceptional results for its clients. Its contact center solutions, back office transaction processing services, domain analytics and process consulting solutions combine operational excellence with functional expertise. It enjoys "Preferred Partner" status with most of its major clients. HGS currently serves 485 clients through its 51 Global Delivery Centers & employs close to 24000 people worldwide. HGS India is a public limited company, listed on the National Stock Exchange (NSE) and Bombay Stock Exchange (BSE). It had a turnover of $313 million in the fiscal year 2011-12

About ITSqc

ITSqc, LLC, the spin-off from Carnegie Mellon University created to promote best practice models for the global IT-enabled services industry, was founded to extend the impact of the eSourcing Capability Models. The eSourcing Capability Models were originally developed at Carnegie Mellon University with participation from leading provider, client and advisory organizations. ITSqc, LLC, provides support for these Models, by training professionals about the Models, the eSCM-based methods for determining organizational capabilities, and related professional education programs. ITSqc, LLC, is working with strategic partners and Authorized Organizations to support global adoption of the eSourcing Capability Models.


Some of the statements in this document that are not historical facts are forward looking statements. These forward-looking statements include our financial and growth projections as well as statements concerning our plans, strategies, intentions and beliefs concerning our business and the markets in which we operate. These statements are based on information currently available to us, and we assume no obligation to update these statements as circumstances change. There are risks and uncertainties that could cause actual events to differ materially from these forward-looking statements. These risks include, but are not limited to, the level of market demand for our services, the highly-competitive market for the types of services that we offer, market conditions that could cause our customers to reduce their spending for our services, our ability to create, acquire and build new businesses and to grow our existing businesses, our ability to attract and retain qualified personnel, currency fluctuations and global market conditions and other risks not specifically mentioned herein but those that are common to industry. Further, this document may make references to reports and publications available in the public domain. Hinduja Global Solutions Ltd. Makes no representation as to their accuracy or that the company subscribes to those views / findings.

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