摘要
ISO/IEC 30105明确了计划、建立、实施、运营、监控、审查、维护和持续改进IT驱动服务业务过程外包(ITES-BPO)的全过程,能够帮助客户和ITES-BPO服务提供商获得显著的商业回报;在完成服务交付的过程中,提升服务的一致性;能力等级使企业服务成熟度具象化,可帮助ITES-BPO服务提供商持续提升其服务水平,提高客户满意度,降低运营风险。
ISO/IEC 30105 defines the processes to plan, establish, implement, operate, monitor, review, maintain and improves its services. This standard can help ITES-BPO service providers to gain business return significantly. During the process of accomplishing service providing, it can help to achieve compliance and raise service quality. Capability levels can concretize the service providers＇ maturity level. ISO/IEC 30105 can help ITES-BPO service provider improve service level continuously, improve customer satisfaction and reduce operation risks.
出处
《信息技术与标准化》
2017年第11期44-48,共5页
Information Technology & Standardization
关键词
服务外包
标准化
过程能力
成熟度水平
客户体验
投资回报
service outsourcing
standardization
process capability
maturity level
customer experience
return on investment
