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Managing Business Process
Outsourcing
September 2023 Examination
1. BPO is often considered to be a high-risk project for
an organization. Every organization will face certain risks that need to be
evaluated and for which appropriate mitigation measures need to be determined.
List out the various risk
factors involved in outsourcing of Call center for customer support process and
digital marketing to a BPO for an Automobile manufacturing company. (10 Marks)
Ans:
Introduction:
Outsourcing has
come to be expected for many organizations looking to optimize their operations
and recognition of core skills. However, outsourcing unique business
techniques, such as name facilities for customer support and digital
advertising, to a business procedure Outsourcing (BPO) issuer comes with
dangers. Within the context of an automobile production corporation, where
patron pleasure and brand popularity are crucial, the risks associated with
outsourcing name centers and digital advertising tactics need to be carefully
evaluated
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2. Contracting and contract management are the baseline
for a successful BPO project to maximize value for your organization. Your
organization appoints you to negotiate with a potential BPO partner for outsourcing
of logistics and supply chain processes. How can you ensure that the contract
reflects the best interests of your organization? (10 Marks)
Ans:
Introduction:
Organizations
frequently flip to enterprise System Outsourcing (BPO) to optimize their
operations and advantage a competitive part in the latest globalized and
competitive business landscape. Outsourcing logistics and supply chain
processes to a capable BPO partner can offer numerous advantages, such as value
savings, operational performance, and admission to specialized expertise. But
to maximize the fees for the organization, it is crucial to ensure that the
settlement with the BPO partner reflects the organization's best interests.
This requires careful negotiation and agreement management to set clear
expectations, decrease dangers,
3.
'Paws & Whiskers' (P&W) is one of the leading and well-known online pet
stores that offer trendy apparel and pet-related accessories. They are
well-known for their fast and secured delivery of pet products to their global
clients. P&W was looking for a reliable and cost-effective service provider
who could help them with email support services along with delivery-related support
for their business. They were overburdened with the operations and wanted a
service provider who could reduce their workload.
Considering the client's
requirements and business challenges, an BPO in India devised a project plan
for the client. They initially started with a trial week to understand the
scope of work and the types of customers we would have to handle during the
project. The main aim of this exercise was to get rid of the backlog and
understand the project to scale up.
They hired a highly
skilled and experienced team who underwent a training program for 5 days which
made them project ready. Each of the members was assigned a daily target to
resolve the open tickets, which would be further delivered to the client's portal.
Despite being a spike in
the email volumes, the BPO was able to deliver the best quality services to the
client. The client was not only impressed by the quality of the email support
services delivered but also the cost-effectiveness of the entire project. They
are now considering possibility of outsourcing a few more of their business
processes.
a. Which business processes could the company consider for further
outsourcing? Justify you answer. (5
Marks)
Ans
:
Introduction:
Based
on the scenario, Paws & Whiskers (P&W) successfully outsourced their
email aid offerings and delivery-associated support to a BPO in India. They
were pleased with the results and now considering outsourcing unique business
processes. Here are some ability processes that P&W could remember for
further outsourcing:
Concept &
application:
1. Customer service:
P&W can outsource its customer service operations to the BPO. This
b.
Would
a strategic partnership be possible between the BPO and P&W? Justify your
answers providing pros and cons of the decision. (5 Marks)
Ans:
Introduction:
A
strategic partnership between the BPO and Paws & Whiskers (P&W) is
possible and might advantage each party involved. Allow us to analyze the pros
and cons of such a decision:
Concept &
application:
Pros:
1. Cost-effectiveness:
Outsourcing business tactics to a BPO in India can regularly offer cost
advantages because of the lower exertions fees inside the area. P&W, being
impressed by the value-effectiveness of the initial task, can expect similar
benefits using expanding the
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