Wednesday, October 07, 2009

Language - bone of contention in delivering Quality

LPOs are driven by various factors which includes, breadth and depth of coverage, domain expertise, location advantage, sales and marketing capabilities, data compliance with respect to regulatory standards (especially those defined by the US, Canada and EU) and management of business risks. All the aspects in unison help in making an LPO unit creditable in the world market. Among these aspects one that scores a point above all is the domain expertise which is inclusive of delivering consistently good quality work. India has in the outsourcing realm achieved major feats since the time of IT boom. India has 37% of the world’s shared of outsource services. This achievement is mainly because of the huge talent base trained in common law and the ability to scale up operations in a cost effective manner.

But in a recent blog post incorrect usage of English language was call into focus. Legal writing is archaic and very technical in nature. Since contract drafting and management requires an understanding of the nuances of the language in which it is written, a law degree doesn’t suffice the requirements of the job. The writer also specifies the reason as to why the incumbents are unable to match the standards accorded by the client. She says “Law in many of our local colleges is very often taught by professors who, while they are excellent with the subject itself, are from a vernacular background, with the result that their hold on the English language is tenuous at best. An LL.B. degree merely introduces its holder to legal vocabulary; to breed familiarity, one needs to be constantly reading and handling legal documents.”

It thus becomes imperative that LPO units make provisions of training in legal communications thus enabling the employees in making qualitative deliverables.