bdo presentation-tayyab shah
TRANSCRIPT
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Instaphone (Pvt.)
Ltd
89-I, Jail Road
Lahore, Pakistan
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Importance and benefits of
BPO
• On-time Environment
•Concurrency
• Reliability
• Reactiveness
• Dynamic Resource Allocation
• Distributed Environment
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Opportunities• Optimization OF business performance
- Increases service quality.
- Helps companies to focus on core areas
- Reduction in costs
- Assurance of best practices, skills, andtechnology
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Proposed Outsourcing• Customer support
• Performance analysis
• Accounts
• Human resource management
• Management process formulization
• Field expertise
• Catering to the changing customer demands
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Disadvantages of Outsourcing
• Outsourcing cost
• Time factor
• Administrative control
• Confidentiality and security of organizationalissues
• Loss in organizational flexibility to react tochanging customer needs
• Loss of in-house talent development
• Immense change in organizational culture
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Force for Good Indeed
With all these pros and cons in observation,outsourcing can still not be neglected as a forcefor the good of the organization. These may seemto be a threat to the organization but it can alsobe converted into opportunities and strengths.
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The benefits of conductingfeasibility studies in customer
services are:• Service level requirements man power
specifications are clarified and agreed uponbefore development work is undertaken;
• Features can be reconciled with availablebudgets;
• The project can be canceled at an early stage if it is found to not be feasible to undertake as
intended (Probation phase of business processoutsourcing).
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Projection of business plan
• Examine Your Workflow Procedures
• Core Strategies for Success
• Invoicing and Payment
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Mistakes To Avoid
• Low staffing level
• contract provisions
• budget for adequate training time
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Maintain Momentum
• Constant communication
• Reporting
• BPO develop and implement an action plan whenthings go awry.
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Risk Management
“Top 10 gotchas“
• Latency matters
• SLA monitoring
• The form of the SLA
• Carriers in the middle
• Start-up troubles
• Back-end system performance
• Failover mechanisms
• Start of day
• Security
• Changes
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Cost Analysis
• Start-up budge
– Investments
– Contributions in cash and in kind
• Operating budget
– Labor force and handling cost
– Running costs
–Treatment costs
• Income
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Human ResourcesRequirements
• Business and administrative staff
• Entrepreneur
• Technical staff
• Team management
• Welcoming new employees
• Training
•Motivating the team
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Facilities and Utilities
• The location
• The infrastructure
• Electricity
• Telecommunications
• Tools
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Commercial Strategy
• Marketing and communication
• Sanction plans
• Partnerships
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CASE STUDY
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With the current setup in hand, there is availability
of resources in Insta; there is a running setupwith a fair amount of inventory on hand thatincludes:
• Premises
• Manpower
• Terminals
• Administrative Body
•Miscellaneous obligatory elements
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• What should concern us are the SOPs (standard
Operating Procedures) that need to be developedwithin this firm before it steps into the businessflow.
• SOPs for every thinkable process that Insta mighthave to perform in the future need to be developand communicated throughout its administrativebody.
• Managing resources will be the next big thing todo before Insta start outsourcing. We will need tokeep a track of every resource available at handfor the best outputs and efficient work
procedures.
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• Lastly, not the least is the financial aspect, thebiggest cost in the occurrence of a new setupbusiness is the initial inventory and premises
cost.
• With no start-up costs on hand all Insta will needto keep a track of are the running costs of thissetup, which run from infrastructure cost tomaintenance costs to managing human resource
cost.
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