Accenture is an industry leader in defining and using best practices. The Accenture Delivery Suite (ADS) incorporates proprietary best practices that distinguish us from our competitors, but we are also at the forefront of using proven industry standards and have been early adopters of models such as CMMI®, eSCM-SP, ITIL® v3, and ISO® 9001:2000. Accenture embraces quality initiatives globally, using:
Capability Maturity Models
Accenture has been an active user of the Capability Maturity Model (CMM®) family of models since the early 1990s. We maintain CMMI® Level 5, the highest level, in our largest Global Delivery Network locations. Approximately 90 percent of delivery center employees currently work in Level 5 centers, which include the Accenture Delivery Centers in India, China, Philippines, Spain, and Brazil. In addition, we have implemented CMMI across our entire US Public Services Operating Unit and achieved the first Level 4 for an organization of that size and scope.
Accenture is also one of the few organizations in the world to have achieved People Capability Maturity Model (People CMM®) Level 5. We are pursuing People CMM® across our Global Delivery Network and have been independently appraised at Level 5 in our centers in India, China, and the Philippines.
Accenture has an active role assisting the Software Engineering Institute (SEI) in building and improving the CMM's. Accenture was one of the first Transition Partners with SEI, has provided input into CMM development and continues to be a licensed SEI Partner.
eSourcing Capability Model
Accenture is a sponsor for the eSourcing Capability Model for Service Providers (eSCM-SP) and the eSourcing Capability Model for Client Organizations (eSCM-CL). Both are quality models developed by Carnegie Mellon University to help reduce the risk of failures and improve quality and predictability in IT-enabled sourcing. Accenture has been an early adopter of the eSCM-SP, with the Accenture Delivery Center in Bangalore being the first BPO organization in the world to achieve eSCM-SP certification.
Accenture played an active role in eSCM, with Accenture co-authoring eSCM-SP v2 with Carnegie Mellon.
Information Technology Infrastructure Library
Information Technology Infrastructure Library (ITIL®) is an industry standard that focuses on best practices in IT service management. Accenture has implemented ITIL globally for its entire Infrastructure Outsourcing practice. While there is no official appraisal or certification scheme for ITIL®, Accenture is pursuing ISO® 20000 (previously known as BS15000) certification, which is closely aligned to ITIL®. Accenture has achieved ISO® 20000 certification in delivery centers in India, Philippines, and Europe.
Accenture has an active role in assisting the Office of Government Commerce (OGC) in building and improving ITIL®. Accenture is a co-author with Carnegie Mellon University for one of the five ITIL® v3 books: Service Strategies. This book forms the core for ITIL® v3 and demonstrates Accenture's deep knowledge of service management strategy.
ISO Standards
Accenture is an active user of ISO® standards, including ISO® 9001, ISO® 14001, and ISO® 27001. Note: see the section on ITIL® for our use of ISO® 20000
ISO 9001® specifies requirements for a quality management system. Accenture has been ISO® 9001 certified since 1991. Accenture currently has ISO 9001 certification covering services delivered in Europe, Africa, and Japan.
ISO® 14001 is an environment standard that is based on having good environment management practices, such as recycling and power management. Accenture has multiple global initiatives geared towards an effort to “green” our business operations, and has used ISO® 14001 to assist with those initiatives. Accenture has achieved global ISO® 14001 certification.
ISO® 27001, which specifies requirements applicable to information security management and the related ISO® 27002, are subscribed to by Accenture as part of its security management activities globally. Certification is achieved where appropriate. Accenture has certified Delivery Centers in India, China, the Philippines, Warwick (UK), Prague (Czech Republic), Hof and Kronberg (Germany), Bucharest (Romania), and Warsaw (Poland).
Lean Six Sigma®
Lean Six Sigma® incorporates approaches and techniques from Lean Manufacturing and from Six Sigma® in order to reduce waste, improve speed, and increase quality. While formal certification or assessment is not applicable, Accenture uses Lean Six Sigma® techniques to support process improvement in our Global Delivery Network and also to provide consulting to our clients. Accenture currently has hundreds of Lean Six Sigma® experts globally.
CMM®, CMMI® and P-CMM® are registered trademarks of Carnegie Mellon University.
ISO® is a registered trademark of the International Organization for Standardization.
ITIL® is a registered trademark of the U.K. Office of Government Commerce.
Six Sigma® is a registered trademark of Motorola Inc.