What Does BPO mean?
In any organization, number of processes are often repetitive and do not involve any variant scenario's and consequent analysis or decision making therein. In such typical situations, a high wage rate organization outsource the running of these processes to a low wage rate organization such that it may derive |
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cost advantages. In such situations however it is assumed that there would be no dilution in the quality of delivery (defect rate) and staff productivity.
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WHAT ARE THE KEY COMPONENTS? |
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Successful BPO operations require the following
- Robust IT infrastructure
- Skilled Manpower
- Documented processes with defined control points
- QC Processes
- Strong HR processes – including attrition management practices
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WHAT ARE THE PIs? |
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Following are typical matrices to measure the success of such operations
- Productivity per employee
- Defects per employee per month
- Hours lost as a proportion of available hours
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HOW DO WE MANAGE IT IN MAG STUDIOS? |
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| We at Mag Studios are experienced in managing BPO operations. Our assignment starts with a knowledge gathering phase. During this stage , our consultants visit the customer location and study and document the target processes. The documentation is validated with the customer – as also the success criterion. |
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Other management control and oversight processes are also discussed and documented.
Typically we start with a pilot. This pilot is a subset of the targeted operations. All the essential components are put in place and the operations are carried out from the remote. All control matrices are generated and evaluated. Scalability issues are tested in detail. Successful completion of pilot paves way for the commissioning of the regular assignment. |
