BIABPO COMMITTEES – TERMS OF REFERENCE
BIABPO is an active and vibrant community dedicated to its mission. The association has several active standing committees which meet regularly and operate within the follow Terms of Reference and for the purpose, objectives and functions indicated for each.
Should you or your organisation have an interest in joining a committee, please email the Secretariat to express your interest.
Industry Development Committee
The Industry Development Committee conducts our promotional program, evangelising the Bhutan opportunity, Bhutanese talent and the country’s inherent BPO attractiveness and capabilities, domestically and to the world.
Advances in information and communication technology have facilitated opportunities for workers to work abroad without leaving home and for businesses to access labour cost and tax arbitrage as well as more available talent by opening offices in lower cost countries or locations where needed skills are not in short supply. The committee’s mission is to leverage these elements and maximise the opportunity for development of a strong and sustainable BPO industry in Bhutan, while maximising the benefits to the Bhutanese people, the economy and all stakeholders.
- To contribute to economic growth and socio-economic transformation of the Bhutanese Economy.
- To promote doing BPO business in Bhutan, and seek members and associate members, both domestic and international.
- Facilitate mutually beneficial introductions following enquiries by potential clients with member businesses in Bhutan.
- Encourage foreign BPOs to become members and open operations in Bhutan.
- Create and promote a brand for the BPO industry in Bhutan.
- To design, oversee and coordinate the BIABPO activities which broadly market the Bhutan opportunity to foreign locators.
- To respond to initial enquiries from potential clients related to the merits of Bhutan as an office location, stability and reliability of services and infrastructure as well as questions regarding economic and political stability, labour market metrics and talent availability.
- The Ethics Committee steers the conduct and reputation of the industry.
- It is responsible for looking at every aspect of the industry’s aggregate procedures, to make sure that they are consistent with the code of ethics of the industry.
- The ethics committee monitors members’ commitment to the code of conduct and makes recommendations to the Board of Trustees for appropriate action when non-compliance is suspected.
- The committee receives and investigates complaints from clients to the industry where such are not initially resolved to the client’s satisfaction by the member.
Industry ethics are moral principles that guide the way a business behaves. The same principles that determine an individual’s actions also apply to an industry. The reputation of the industry affects all stakeholders and it is the objective of the committee to preserve and enhance that reputation.
- Is accountable for developing and supervising the ethics of the industry.
- Examines the conformity to the Code of Conduct of each member business conduct for the whole industry.
- Monitors and discourages aggressive poaching of clients and employees by member businesses.
- Provides leadership and advice to members in the important matter of business ethics and constructive conduct.
- Monitors member compliance with government laws including those related to labour and commercial disputes.
- Investigates accusations and complaints from clients of the industry.
- Provides a mediation service to resolve disputes between clients and members and between member firms.
- Impose the code of ethics and make modifications as needed.
- Assess the mission, vision, goals and values of each industry member firm..
- Promote an ethical culture among stakeholders in the industry.
- To publish, communicate and maintain suitable guidelines, procedures, codes and other material that will support members across the BPO industry to maintain the highest standards of professional integrity.
- Responsible for being the key Knowledge and Contact Points regarding issues relating to industry’s principles and ethics.
The Legislative Committee advocates changes or retention of government policies and mandates which are relevant to the BIABPO mission.
- To create and maintain a government-mandated environment which is conducive to the interests of the industry and its members in aggregate.
- To coordinate member interests and advocate for government policies, concessions, incentives and other mandates and laws which meet the needs of the industry to sustain itself and grow and to position Bhutan competitively among other global BPO destinations.
- To encourage government to see Bhutan not as an isolated economy with only domestic concerns but as a part of the global economic ecosystem and consequently a need to compete with other economies for international exports in services.
- Monitor and maintain awareness of the industry’s legal issues relevant to the interests of members.
- To receive requests from members for support and advocacy related to legislative changes.
- To engage and monitor the performance of legal practitioners and professional lobbyists.
- To advocate against proposed changes to laws which if implemented, would be detrimental to the mission or vision of BIABPO.
Talent Development Committee
The Talent Development Committee serves the association’s mission of developing the nation’s talent and skills for the industry.
- To ensure an adequate talent pool of trained entrants to the BPO industry, which match or exceed the requirements of the BPO businesses.
- To ensure Bhutanese talent is equal to or better than the skills available in other BPO destinations.
- Liaise with government ministries in the areas of training and skills development.
- Secure government funding for BPO-specific training.
- To promote government-funded training programs to members, potential employees and clients of the industry.
- To develop a training and skills assessment program.
- Liaise with educational institutions to promote courses which match the needs of the industry.
- Promote CSR programs for training to member and non-member businesses.