2008 News Update

BEST SERVICE & TRANSACTION
PROCESS IMPROVEMENT PROJECT

Sutherland Wins At The Lean Six Sigma & Process Improvement Summit

Sutherland Global Services, a leading multi-national Business Process Outsourcing (BPO) provider, received top honors atthe 2008 Process Excellence Awards held by the International Quality & Productivity Center (IQPC).

Sutherland secured the top spot overcoming stiff competition from some of the world’s largest corporations in the financial services, technology and energy industries. Sutherland won first place in the "BEST SERVICE & TRANSACTION PROCESS IMPROVEMENT PROJECT" category.

"Each year, we are delighted not only to receive such a large number of high-quality entries into the Process Excellence Awards, but also to salute the winners in the field and recognize those that excel. We congratulate Sutherland Global Services for its "Handle Time Reduction project," said Vanessa Lovatt, Divisional Director, Lean Six Sigma & Process Improvement, IQPC. Lovatt cited process innovation and the effective deployment of technology in the Sutherland solution as the key elements of its award winning project.

Sutherland’s project showcased the process development and productivity enhancements that it achieved through the implementation of an extremely successful Six Sigma project on behalf of one of the world’s largest telecommunications companies. Sutherland leveraged the Six Sigma quality framework to develop a decision tree based support methodology and to implement an automated knowledge management process that significantly reduced handle times, ensured faster resolution of customer issues and improved its client’s overall end-user customer experience.

The Process Excellence Awards were established to honor, recognize and promote Six Sigma projects that demonstrate true best practices and to expand and increase the uptake of Six Sigma methodology globally. This year, the Lean Six Sigma and Process Improvement summit was held at Disney’s Contemporary Resort and Convention Center, Orlando, FL with the theme "Unite Process Improvement With Your Business Strategy: Using Innovation & Advanced Lean Six Sigma To Achieve Crucial Business Goals."

Business Process Outsourcing For Your Business Needs

For more than 20 years Sutherland Global Services, a multinational IT-enabled and Business Process Outsourcing (BPO) company, has been providing integrated BPO solutions, Customer Lifecycle, Back-office Lifecycle Management, IT outsourcing services and outsourcing solutions to Fortune 500 and Fortune 1000 companies in a wide range of industries including retail/E-retail, insurance, mortgage, banking and financial services, healthcare, telecommunications, technology, travel and hospitality. Sutherland employs more than 21,000 professionals offering RightSourced™ seamlessly blended IT outsourcing, outsourcing solutions, offshore outsourcing and business process services from 21 delivery centers in India, the United States, Philippines, Canada and Mexico. By integrating highly trained outsourcing professionals with state-of-the-art technology and proven business process outsourcing methodologies, Sutherland collaborates with clients to help them excel in their industry and maximize their customer lifetime value.

Business Process Services

Turning to an experienced provider to outsource business processes can give organizations increased agility and flexibility to focus on service innovation and brand differentiation. Outsourcing can also help control costs and improve processes while delivering a consistent and high-quality customer experience.

Business Process Services provides targeted outsourcing capabilities for the front-and back-office needs of organizations, including core services, including:

• Customer acquisition and account setup
• Customer servicing and sales
• Customer account management

Business Process Services leverage the outsourcing leadership and experience of proven outsourcing suppliers. Our Managed Business Process Services offer you innovative options to combine process, people and technology in outsourced delivery models that create real business value:

• Outsourcing business processes with can help your company address a range of needs:
• Achieving cost savings
• Driving business model change
• Enabling strategic transformation

Sutherland Global Services Becomes First BPO Worldwide to Achieve Maturity Level 5 P-CMM® Assessment 2008 News Update

In a significant achievement in workplace innovation, multinational Business Process Outsourcing (BPO) company Sutherland Global Services has become the first pure-play BPO to be assessed at maturity level 5 of the P-CMM (People Capability Maturity Model) ®.

The P-CMM framework was developed by Carnegie Mellon University to define the organizational maturity of people processes and practices. It is the only framework that addresses the needs of employees, their competencies, and the processes that need to be in place to ensure an organization is continuously improving and able to meet business needs effectively and efficiently and ranks on a scale of 1 to 5, with 5 being the highest achievable maturity level.

Bill Hefley, Professor at Carnegie Mellon University who led the initial development of the P-CMM framework, personally conducted the Sutherland P-CMM assessment and commented, "Sutherland is on the leading edge of the P-CMM thought leadership trend. BPOs, like other human capital-intensive industries, recognize the value in terms of organizing and assessing skills, retaining top talent and committing to more than slogans about being an employer of choice."

Sutherland received high commendation for its workplace innovation including a unique, integrated HR model featuring analytics, resolution tracking and metrics. The P-CMM assessment also recognized Sutherland’s innovation in recruitment skill set analysis and web-based applicant tracking system. The company’s Center of Learning was cited as an excellent example of continuous educational development. In conjunction with a unique e-learning platform, these employee development tools assist Sutherland in exceeding its client expectations.

Betty Pare, Director of one of Sutherland’s marquee clients, Intuit Inc., added, "Sutherland’s achievement of P-CMM Level 5 reinforces the company’s commitment to the development of its employees and dedication to promoting innovation in the workplace. Both of these strategies align well with Intuit’s commitment to the development of leadership and the contribution of Supplier Driven Innovation to our business."

Global Services’ Chairman and CEO Dilip Vellodi said, "We have always had a strong focus on long term ’people and process’ improvements at Sutherland. With this assessment, we believe we have established a best in class ’employee experience’ standard in the BPO industry."