JAMAICA SPECIAL ECONOMIC ZONE AUTHORITY GUIDE for …...Business process outsourcing (BPO) is the...

14 May 2020

JAMAICA SPECIAL ECONOMIC ZONE AUTHORITY GUIDE for THE BUSINESS PROCESS OUTSOURCING ENTITIES

of 20

Table of Contents 1.0 Background & Introduction ..................................................................................................... 2

2.0 Purpose ........................................................................................................................................ 3

3.0 Scope ........................................................................................................................................ 3

5.0 Acronyms ..................................................................................................................................... 4

7.0 Structural Requirements (Leadership) .................................................................................... 5

8.0 Planning .................................................................................................................................... 6

8.1 Support ..................................................................................................................................... 6

9.0 Emergency Preparedness and Response .................................................................................... 7

10.0 Operations ............................................................................................................................. 7

10.2 Communication ..................................................................................................................... 8

10.3 Sanitation .............................................................................................................................. 8

10.4 Documentation and Record Keeping ................................................................................... 8

11.0 Performance evaluation ............................................................................................................ 9

TABLE 1 ........................................................................................................................................... 12

A.1 Sample Procedure ..................................................................................................................... 15

A.2 Sample Work Instruction………………………………………………………………………………………….16 A.3 Sample Checklist/record………………………………………………………………………………………19 A.4 Sample Corrective/Preventive Action Form……………………………………………………………….20

of 20

FRAMEWORK DOCUMENT for the

JAMAICA SPECIAL ECONOMIC ZONE AUTHORITY TO GUIDE THE BUSINESS PROCESS OUTSOURCING ENTITIES

1.0 Background & Introduction This document was prepared by the Bureau of Standards Jamaica for the Jamaica

Special Economic Zone Authority (JSEZA) under the BSJ’s Client Servicing

Programme. This Programme is designed to provide technical assistance to the clients

in order to facilitate their implementation of quality systems.

This framework document emerged in response to the Covid-19 pandemic to enable

JSEZA to better guide the Business Process Outsourcing (BPO) sector as one of its

priority industries as well as in support of the Global Logistic Hub Initiative (GLHI).

Business process outsourcing (BPO) is the contracting of non-primary business

activities and functions to a third-party provider. In recent times, the focus on BPOs

had widened to Global Support Services to encompass more information technology

(IT) based services such as software development, digital-based services, knowledge

process outsourcing as well as areas such as legal services and creative industries.

The Global Logistics Hub Initiative (GLHI) is geared towards building a competitive

business environment and supporting growth-inducing economic activities that will

stimulate sustainable economic growth and development. This initiative has gained

much momentum and investor interest in recent times.

The implementation of the GLHI brings into sharp focus the importance of the

Special Economic Zones (SEZs). SEZs represent a wide variety of geographically

demarcated areas that offer simple and efficient business regulations and procedures

to investors. Under the new SEZ regime, these zones will be promoted and facilitated

as a strategy to attract and retain targeted investments and will catalyse and sustain

economic activity across various sectors of the Jamaican economy.

of 20

The SEZ platform is built on four pillars, namely:

• World class infrastructure

• State of the art Technology

• Workforce skills qualifications framework

• Conducive business environment

The JSEZA has highlighted the following industries as priorities which may drive

sustainable economic development and job creation:

Pharmaceutical, Biotechnology and Beauty Care

Food manufacturing and agrotechnology

Logistics and Supply Chain Management

Global Services Sector (which includes Business Process Outsourcing)

Automotive

Creative Industries and New Digital Media

Electronics

Digital/ICT

2.0 Purpose The purpose of this document is to ensure product and service quality continue to

meet the highest standards demanded by the sector and expected by its customers. It

will guide the operations of the BPOs under the regulatory purview of JSEZA.

Through these systems, the BPOs aims to manage and control activities and

processes that have a significant impact on the environment and on the quality of

service, minimize the impact of these activities, and achieve continual improvement

of the guidelines for the BPO’s performance.

3.0 Scope This guideline document contains requirements for the effectiveness of processes,

consistent operation and impartiality of process and services of the Business Process

Outsourcing sector (BPOs). The BPOs operating in accordance with this guideline

document need not offer all the various types of processes and services of business

of 20

processing. (Reference Policy for the Establishment of Special Economic Zones under

the Jamaica Logistics Hub Initiative June 2015).

The BPO operations included in the Scope are:

1. Medical

2. Banking

3. Manufacturing

4. Insurance

5. Telecommunications

6. Information, Communication & Technology

The Scope covers activities at the participating BPOs.

4.0 BPO Policy

The Jamaica Special Zone of Economic Authority (JSEZA), an agency of the Ministry

of Economic Growth and Job Creation (MEGJC) aims, through the services of the

BPOs, to impact SEZ development, specifically along the lines of international trade,

market access, business regulation & facilitation, linkages, sustainable development,

employment, incentives, taxation, among other areas while complying with the

requirements of Special Economic Zone (SEZ) 2017 Regulation 13B (3); and all other

applicable requirements.

JSEZA is committed to continually improving our guidelines to efficiently deliver

quality services to our customers/stakeholders, where globally competitive firms

thrive, driving unprecedented growth and development for all in a logistics-centred

Jamaican economy.

5.0 Acronyms

BPO – Business Processing Outsourcing

SEZ – Special Economic Zone

JSEZA – Jamaica Special Economic Zone Authority

MOHW – Ministry of Health & Wellness

of 20

6.0 General Requirements Each BPO shall demonstrate commitment to the requirements as set out in The

Disaster Risk Management (Enforcement Measures) (NO. 4) Order, 20201 and the

Ministry of Health & Wellness (MOHW) Interim Guidance for COVID-19 –

Recommendations for Infection Prevention and Control for Employers.

Where applicable, the BPO shall carry out the necessary self-assessment in

accordance with the COVID-19 SEZ BPO Physical Inspection Audit and Risk

Assessment and Public Health Inspection Checklist – Business Process

Operations Offices (Record#1).

7.0 Structural Requirements (Leadership) The BPO shall define, document and communicate the roles, responsibility and

authority of the personnel in order to facilitate effective management. These roles and

responsibilities shall be described in the Organizational structure and maintained in

the Human Resource Management system; roles and responsibilities must also be

detailed in the procedures (Human Resource Management Procedure#21) (See

Appendix A.1 – sample procedure).

7.1 Management Representative

The BPO shall appoint an Officer to ensure compliance with this guideline document.

The appointed officer or designate, irrespective of other responsibilities

has responsibilities and authority that include:

1) Ensuring that the requirements of the COVID-19 measures are established,

implemented and maintained.

2) Reporting to top management on the performance of the measures and any

need for improvement.

3) Ensuring the promotion of awareness of COVID-19 requirements throughout

the BPO.

4) Ensuring that an inspection and risk management system is established

1 *and any subsequent enforcement orders as gazetted

of 20

implemented and maintained in accordance with the requirements of The

Disaster Risk Management (Enforcement Measures) (No. 4) Order, 20202 (Audit

& Risk Management Procedure#22).

Inspections shall be carried out in accordance with the:

• Environmental Health Guidelines and Procedures for Global Services Sector

(GSS)

• Business Process Outsourcing (BPO) Revised Guidance for COVID-19.

Inspections shall be conducted using the COVID-19 Special Economic Zones

(SEZ) / Business Processing Outsourcing (BPO) Daily Self-Assessment and

Compliance Form 2020 (Record #2) (See Appendix A.2 – sample record).

8.0 Planning Actions to address risks and opportunities

When planning, the BPO shall:

1. establish safety goals and expectations at relevant functions, levels

and processes needed for the COVID-19.

2. consider the issues referred to in the MOHW’s Environmental Health

Guidelines and Procedures for Global Services Sector (GSS) / Business

Process Outsourcing (BPO)and determine the risks and opportunities.

The Risk Management Process is an established method of identifying and

assessing risks resulting from activities and services; it also looks at

opportunities to enhance the satisfaction of our interested parties within

the JSZEA.

3. Review the measures set out in the guideline – its strengths, opportunities

for improvement need for changes based on new business directions.

8.1 Support The BPO shall determine and provide the resources needed for the

implementation, maintenance and continual improvement of the COVID-19

Order, 2020. The BPO

2 and any subsequent enforcement orders as gazetted

of 20

shall consider:

a) People

b) Infrastructure

c) Environment for the operation of processes

d) Monitoring and measuring resources

e) Organizational knowledge

f) Competence

g) Awareness

9.0 Emergency Preparedness and Response The BPO shall establish, document and maintain an Emergency and Disaster

Contingency Plan for identifying and responding to any potential emergency or

disaster to prevent or mitigate the consequences of any such occurrences and

consider the continuity of the business operations and shall include the steps to be

taken when an employee or visitor is deemed to have contracted COVID-19 as

outlined in the MOHW Environmental Health Guidelines and Procedures for Global

Services Sector (GSS) / Business Process Outsourcing (BPO) Revised Guidance for

COVID-19.

This Emergency and Disaster Contingency Plan shall identify the potential for

accidents and emergency situations and the corresponding response; the prevention

and mitigation of any environmental impacts associated with accidents or emergency

situations. (Record #12)

This plan shall be reviewed at least annually or after a drill or the occurrence of an

emergency.

10.0 Operations

10.1 Education and Training The BPO shall ensure that training is provided to persons performing tasks for and

on its behalf (employees and contractors) that have the potential to cause significant

safety impacts identified by the company and are competent on the basis of

of 20

education, training or experience.

The BPO shall develop, implement and maintain the processes for assessing the

training needs of all the employees.

10.2 Communication The BPO shall develop procedures for handling internal communications on COVID-

19 or related circumstances between the various levels and functions of the BPOs

both internal and external with all interested parties. Communication shall be

carried out as outlined under section H of the MOHW Environmental Health

Guidelines and Procedures for Global Services Sector (GSS) / Business Process

Outsourcing (BPO) Revised Guidance for COVID-19. (Communication Procedure #6)

The BPO shall develop, implement and maintain a communication plan for

providing information as follows:

a) what it will communicate;

b) when to communicate;

c) with whom to communicate;

d) how to communicate;

e) who communicates.

10.3 Sanitation The BPO shall develop procedures for sanitizing the physical space and the environs

in accordance with the established guidelines set out in the MOHW Environmental

Health Guidelines and Procedures for Global Services Sector (GSS) / Business

Process Outsourcing (BPO) Revised Guidance for COVID. The procedure shall outline

the schedule for sanitation and how the sanitation is carried out to minimize the risk of

persons contracting COVID-19.

10.4 Documentation and Record Keeping The BPO shall develop and maintain documented information required by the

MOHW Environmental Health Guidelines and Procedures for Global Services Sector

of 20

(GSS) /Business Process Outsourcing (BPO) Revised Guidance for COVID as being

necessary for the effectiveness of the COVID-19 measures.

11.0 Performance evaluation Monitoring and Measuring

The BPO shall establish and maintain a system for measuring and monitoring the

key characteristics of operations that can have a significant impact on the entity and

the key performance indicators for the delivery of quality services. This process is

governed by this Guideline Document and facilitated by the JSZEA.

This system includes recording information to track performance, relevant

operational controls and conformance to the established COVID-19 safety measures.

This activity must be carried out in accordance with COVID-19 SEZ BPO PHYSICAL

INSPECTION AUDIT & RISK ASSESSMENT FORM (Record#23) (See Appendix A.2 –

sample record)

The JSZEA will develop and implement a system to monitor compliance with legal

and other requirements at least annually. The BPO shall prepare an annual Report in

accordance with the COVID-19 Special Economic Zones (SEZ) / Business Processing

Outsourcing (BPO) Daily Self-Assessment and Compliance Form 2020.

12.0 Improvement

The BPO shall continually improve the suitability, adequacy and effectiveness of

the COVID-19 safety measures.

The BPO will establish and maintain an Audit and Risk Management Procedure to

carry out periodic audits of its own operations. The audit procedure will outline the

scope, frequency, methodology, and responsibility for the audits. The purpose of

these audits is to determine whether the COVID-19 guidelines as set out in the

MOHW guidance document have been satisfactorily implemented and maintained.

of 20

The BPO shall take appropriate actions based on the outcome of the audits to address

any non-conformities and its effect on the operations. The BPO shall retain

documented information that:

a) describes the nonconformity;

b) describes the actions taken;

(See Appendices A.3 & A.4.)

In order to ensure objectivity and impartiality the Audit and Risk Assessment Auditors

should not audit their own work.

Results of the abovementioned risk audits should be reviewed by the management

team in the Management Review Meetings.

of 20

Improvement Non- Conformance/Corrective/ Preventive Action

Act Plan

•PLANNING •Identify resources required •Risk & Opportunities • Emergency Preparedness & Response

•Environmental Aspects & Impacts

Check Do • Performance evaluation • Internal Systems Audit •Management Review (includes Measuring & Monitoring)

•Safety & Risk Inspections

•Operation (implement the processes)

•Support (training, security, control of documented information)

•Dissemination of information

PROCESS FLOW DIAGRAM

This guidance system is based on the methodology known as Plan-Do-Check-Act (PDCA). The PDCA can be briefly described as follows:

Plan: establish the objectives and processes necessary to deliver results in accordance with our MOHW COVID-19 policy.

Do: implement the processes.

Check: monitor and measure processes against policy, objectives, legal and other requirements, and report the results.

Act: take corrective and preventive actions to improve the system.

of 20

TABLE 1

List of Areas for which Records shall be Generated

No. Description Type of Documentation

1. Sanitary and Hygiene Practices Record

2. Social Distancing and COVID-19 Risk Reduction Measures Procedure

3. General Cleaning and Sanitization Procedure & Record

4. Handling of Sick Persons Procedure

5. Transportation Procedure & Record

6. Communication Procedure

7. Ventilation System Work Instruction

8. Personal Protective Equipment (PPE) Use and Disposal Work Instruction

9. General Areas Record

10. Non-conformity/Corrective Action Record

11 Furnishings and Equipment Record

12 Environmental Cleaning and General Consideration Procedure and record

13 Measures to be taken where an employee has tested positive for COVID-19

Procedure and Record

14 Mask Etiquette Work Instruction

15 Solid Waste (Storage and Disposal) Record

16 Temperature Checks Records

of 20

No. Description Type of Documentation

17 Transportation and Suppliers Records

18 Personnel Well-being Records

19 Corrective and Preventive Action Request Records

20 Non-Conformity /Corrective Action Report Records

21 Human Resource Management Procedure

22. Audit & Risk Management Procedure

23 Covid-19 SEZ BPO Physical Inspection Audit & Risk

Assessment Form

Record

of 20

References

1 THE DISASTER RISK MANAGEMENT ACT, THE DISASTER RISK MANAGEMENT (ENFORCEMENT MEASURES) (NO. 4) Order, 2020

2 SPECIAL ECONOMIC ZONES WHITE PAPER - Policy for the Establishment of Special Economic Zones under the Jamaica Logistics Hub Initiative June 2015

3 Environmental Health Guidelines and Procedures for Global Services Sector (GSS) / Business Process Outsourcing (BPO) Revised Guidance for COVID-19

4 ISO 9001: 2015 Quality management systems — Requirements

5 BSJ Quality Management System Manual

of 20

APPENDICES

A.1 Sample Procedure Title:

Document type:

Doc ID# Revision#

Issue date: Review date: Revision date:

Prepared by: Approved by:

1.0 Purpose:

The purpose of this procedure is to:

2.0 Scope:

This procedure applies to

4.0 Definitions: For the purpose of this document, the following definitions apply:

4.1.

4.2.

5.0 Responsibility

The Manager is responsible for implementing and maintaining this procedure.

6.0 Method

6.1. The Manager or designate shall 6.2

7.0 Reference:

7.1. [insert text here]

8.0 Records:

Form Number Form Rev. # Form Rev. Date Form Issue Date PAGE 14 of 20

of 20

A.2 Sample 2 – Work Instruction

HAND WASHING WORK INSTRUCTION

1. Wet hands and apply enough soap

2. Rub hands together for 20 seconds

3. Wash all parts of your hands including: • back of hands • wrists between fingers • under fingernails

of 20

4. Examine your nails and make sure they are clean. • If nails need to be cleaned, use a nail brush and brush each finger

5. Rinse well under running water

6. Soap and wash all parts of your hands again for 20 seconds

7. Rinse well under running water

of 20

8. Thoroughly dry hands using hand dryer or paper towel

OR

of 20

A.3 Sample Checklist/Record

Title: Sanitation of equipment and surfaces

Document type: Doc ID# Revision#

Issue date: Review date: Revision date:

Checks: Done by: Date

(dd/mm/yyyy): Yes No

1. [Specify check done here]




5. [Specify check done here] 6. [Specify check done here]


Prepared by: Approved by:

Comments:

Prepared by: Reviewed by:

Date: Date:

of 20

A.4 Sample Corrective Action Request (CAR)

Corrective Action Request (CAR)

*Corrective action request no. Date of audit:

Title of CAR: The system in place for conducting inspections at the BPO is not effective.

Audit Criteria:

Area being audited: Business Processing Outsourcing entity

Auditor(s):

Mary Jane, John Brown

Statement of Requirement (quote or summarize audit criteria)

The system for ensuring that the BPO is inspected and records maintained was not effective. Non-conformity Statement, Objective evidence: No records were seen for the period – April 14 – 17, 2020.

Evidence of non-conformity

A review of the BPO’s files for maintaining the records generated using COVID-19 SEZ BPO Physical Inspection Audit and Risk Assessment and Public Health Inspection Checklist.

Auditee: Name Signature Date

Auditor:

Name Signature Date

of 20

Other: …………………………………………. Source: Other (describe)

Name of NCPAR: ………Daily Self-Assessment Checklists for the BPOs not completed.………………………. Corrective Action Request (CAR) no.: ………………………………………………………………………………………………. Leader: ……………Mary Jane …………………………………………………………………………………………………………………. Process Owner (Leader’s Supervisor/Manager/Director): ……Quality Representative…………………………

The person(s) with responsibility to carry out the checks are not equipped to carry out this function.

NCPAR #: ……………………………………………... Issue Date: …………………………………………... Revision #: …………………………………………… Revision Date: ………………………………………

Non –conformance /Potential non-conformance statement

Possible/Probable Cause/Root Cause Analysis (how /why did this happen)

Objective/Target (what are we trying to achieve) Compliance with the Ministry of Health & Wellness requirements and the COVID-19 Order, 2020.

Correction (What is the immediate fix) Responsible (Who) Date to be completed Provide the requisite resources i.e. sanitizers, checklists for the designated persons.

Complete the requisite checklists and have it signed by the reviewer.

Corrective/Preventive (Action to Prevent recurrence/occurrence) Responsible (Who) Date to be completed Develop and implement a training plan with the designated persons with responsibility to ensure that the daily checklists are completed in a timely manner.

Develop a communication strategy to inform the relevant personnel of the requirements under the COVID-19 Order

Approved by Process Owner: ……………………………………………. Date Approved: ……………………………………

Non-conformance: The system for ensuring that daily self-assessment checks are carried out was not being performed.

JAMAICA SPECIAL ECONOMIC ZONE AUTHORITY GUIDE for …...Business process outsourcing (BPO) is the...

Documents

Transcript of JAMAICA SPECIAL ECONOMIC ZONE AUTHORITY GUIDE for …...Business process outsourcing (BPO) is the...