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MicroSourcing Newsletter December 2011

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Want to outsource to the Philippines? Contact MicroSourcing, an offshoring and outsourcing solutions provider, specializing in a wide range of services for businesses of any size. We offer project …

Want to outsource to the Philippines? Contact MicroSourcing, an offshoring and outsourcing solutions provider, specializing in a wide range of services for businesses of any size. We offer project outsourcing, offshore staff leasing, and virtual captives.

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  • 1. ISSUE08 TheDECEMBER MicroSourcing Quarterly Newsletter2011 WHAT’S INSIDE A MicroSourcing Holiday Celebration MicroSourcing’s 2011 MilestonesDecember 17 - MicroSourcing employees and clients headed to Seventh High at Journey towards ISO CertificationBonifacio High Street in Taguig to celebrate Christmas - disco/hip-hop style, inspired by New Offices - Cebu, MOAthe Party Rock Anthem of American electro pop duo LMFAO. MicroSourcing Forms Partnership withThree groups rocked the house down in the dance competition as they showed their InContactparty rock moves. The judges named OH Cobra Dancers as the winner of the contest. PH Beats India in Voice-basedThey got the Php10000 cash prize, while runners-up OH H.O.T Kru and MMO received OperationsPhp3000 and Php2000, respectively. OE Department LaunchedThe fun did not stop after the competition - overflowing beer and party rock music fueled Meet the New IT Manager:everyone to dance the night away. Cash, gift certificates, and various items were also Sameer Bhagatgiven away to employees during the raffle. It turned out to be an awesome event to end Sendong Relief Drivean equally awesome year for the company. MicroSourcing Holds Halloween "Spooktacular" Treat or Treat Event My Dream in a Shoebox Outreach Program Holiday Budget Management
  • 2. MicroSourcings MicroSourcing Kicks Off2011 Milestones Journey towards ISO CertificationYear 2011 has been a very fruitful one forMicroSourcing. Weve seen great developmentsthat will forever be in the companys growinglist of milestones.Early this year, MicroSourcing had closed prettybig deals with firms from the healthcare andfinancial services sectors. This prompted thecompany to expand operations as well. The newdelivery center was officially opened last June atthe Bonifacio Global City in Taguig.Another significant development came in last A total of 35 employees of MicroSourcing, consisting of representatives of the management teamNovember when MicroSourcing opened a delivery and the departments, started the journey towards ISO 9001 and 27001 Certification in a whole daycenter in Cebu City - the companys first office event at Eastwood Richmonde Hotel last October 26.outside Metro Manila. To cap it all off, we are setto open another office at the MOA Complex in Led by Sophie Woo, Head of Operational Excellence, the certification has been identified as one ofPasay City by January 2012. the companys main objectives for the first half of next year. CEO Philip Kooijman explained duringAs we strive to be the services provider of choice this meeting that a good quality and information security management system (QISMS) will helpfor offshoring and outsourcing to the Philippines, MicroSourcing to add more value to our customers and stay competitive in this fast-growing BPOwe have started the journey towards becoming business. The kick-off day was followed by a series of training courses and interactive workshops forISO certified. The management team and the employees. MicroSourcing has started documenting and auditing the company’s processes andemployees have pledged support in this very procedures to comply with the ISO standards. With full support and cooperation from theimportant initiative of streamlining all our management team and employees involved in this initiative, the company aims to be ISO certifiedprocesses and ensuring that we comply with by February 2012.international standards. As part of this journey, the management formulated our Quality & Information Security Policy.With all the blessings that MicroSourcing hadreceived, it’s just imperative to give back, and wehave done that in several instances this year. Quality & Information Security PolicyWe’ve partnered with various organizations, MicroSourcing Philippines, Inc. strives to become the services provider of choice for offshoringparticularly Red Cross and the Business and outsourcing to the Philippines. By using our Filipino and international talent and byProcessing Association of the Philippines (BPAP), providing our employees with a world-class professional working environment, we aim toin providing school supplies and PCs to schools achieve the highest standards of excellence and customer satisfaction.in Lipa, Batangas, and in donating relief goodsand other items to the affected families of typhoon Towards this purpose, we shall:Sendong in Iligan City and Cagayan de Oro. - Focus our efforts on meeting and exceeding the expectations of our clients and stakeholders; - Ensure the availability, confidentiality, and integrity of our information assets and those assets entrusted toWe want to thank all our clients, partners, and us by our clients;employees for making 2011 a great year for the - Apply industry standards, best practices, and proven technologies in our business operations;company. MicroSourcing shows no signs of - Comply with all applicable regulatory and statutory requirements; andstopping, and as we welcome 2012, we are inhigh hopes that you will continue to support our - Instill a culture of continual improvement and quality awareness in our employees, tools, and processes.endeavors in the coming years. Our Management Team is committed to providing all the resources necessary in support of ourKaren Cayamanda Quality and Information Security Policy and Objectives and by working together with ourEditor-in-Chief employees, partners, clients, and stakeholders, we can surely achieve these goals.www.MicroSourcing.com MicroSourcing Newsletter December Issue 2011 P2
  • 3. MicroSourcing OpensNew Office in Cebu CityOutsourcing and offshoring solutions provider MicroSourcing had set anothermilestone as it officially opened a new office in Cebu City last November 15.This is the company’s first delivery center outside the Metro Manila area.MicroSourcing’s new office has a capacity of 210 seats and is located at 12thFloor TGU Tower, Asiatown IT Park, Lahug, Cebu City.Asiatown IT Park covers 24 hectares of industrial land at the northern districtof Cebu City. It has an underground telecommunications setup withhigh-speed Asynchronous Transfer Mode (ATM) backbone, 23 kv undergroundpower supply, two backup water deep wells aside from the local water supply,and centralized sewage treatment. Moreover, the IT park offers not onlybusiness space but also areas for recreation and entertainment.The IT park is a Special Economic Zone which offers government incentivesfor developers, IT park facilities/utilities providers, and IT enterprises registeredunder the Philippine Economic Zone Authority (PEZA).Weeks prior to the official opening, the Manpower Acquisition Departmentlaunched a Recruitment Caravan in several establishments throughout the cityto find suitable candidates for various positions, primarily Computer-AidedDrawing Technicians who are needed by one of MicroSourcing’s largestclients. The company is also looking for individuals who can fill positions in thefields of IT, Human Resources, and Finance.MicroSourcing Set toOpen New Office at MOA Complex After opening a delivery center in Cebu City, MicroSourcing is set to open another office in January next year - this time at the Mall of Asia (MOA) Complex in Pasay City, Metro Manila. This new office occupies the 10th floor of TwoE-comCenter, a modern structure that is designed for business process outsourcing (BPO) companies. Its features include an iconic archway that connects the two buildings. This creates a large window, offering a breathtaking view of Manila Bay.TwoE-comCenter is registered under the Philippine Economic Zone Authority (PEZA), with 100%backup electricity, 20 elevators, smoke detectors, sprinkler systems, and a cabling system provided bythe countrys leading telecommunications companies. It is also environment-friendly, making use ofinsulated glass units and energy-saving air conditioning systems.The building was developed primarily for the corporate sector, but it also has features and facilities forrecreation and entertainment. It will soon be home to several establishments where employees andguests can shop. They can also eat and relax at fine dining restaurants located at the fourth level.www.MicroSourcing.com MicroSourcing Newsletter December Issue 2011 P3
  • 4. MicroSourcing Philippines Beats IndiaForms Partnership in Voice-based Operationswith InContact by: Sarah JosonThough MicroSourcing started as anon-voice BPO player, many clients haverequested voice-based services. Thisprompted us to expand our serviceofferings and enabled us to diversify ourbusiness portfolio.To meet the requirements of our clients, weneed an innovative call center approachthats both low-cost and increases flexibilityof our voice services.The solution? We have formed a strategicpartnership with InContact - a cloud-based Westerners who are transacting with their Industry experts also noted that Filipinocall center company that offers flexibility, local airlines, telecoms, and financial agents were able to assist complainantsease of management, state-of-the-art and institutions are probably speaking with a who said they were having a hard timecomprehensive reporting tools, and call center agent from the Philippines. This understanding Indian agents.reduced telecom costs. is due to the fact that the Philippines has Other advantages of putting up shop in theSince InContact is cloud-based, it can overtaken India in the call center sector. Philippines are better utility infrastructure,support multiple sites without physical Contact Center Association of the less power interruptions, and saferinfrastructure. With this feature, all call Philippines Executive Director Jojo Uligan environments for employees.center solutions will be on the same said India, the pioneer in offshore call The outsourcing industry in the Philippinessystem, making it easy to have consistent center operations, provided 350,000 contributed $9 billion or 4.5 percent to thepractices and managed multiple agents, but was overturned by the country’s gross domestic product, a majorgeographically dispersed sites. Philippines even if it was less populated. improvement from figures reported in The Philippines became a favorite among 2000. The industry also gets strong BPO providers due to the fast evolution of government support through training the outsourcing industry and English - programs and tax breaks. speaking skills of workers in the country Industry leaders expect that the Philippine which customers prefer and understand outsourcing industry will show continuous more. Filipinos are also accustomed to growth and expand service offerings, tapping mainstream Western culture, whereas Indians business processes such as accounting and are more inclined to the British culture. insurance claims processing. Source: http://timesofindia.indiatimes.com/www.MicroSourcing.com MicroSourcing Newsletter December Issue 2011 P4
  • 5. Operational Excellence Department Launched Sophie Woo and Marvin Roxas recently joined MicroSourcing as part of the Operational Excellence (OE) department, which is responsible for streamlining and optimizing business processes for MicroSourcing internally as well as for its clients operations if needed. Sophie had worked for consulting firms in Amsterdam and London before starting an internet company. She is now the head of the OE department and also serves as MicroSourcings Quality Management Representative (QMR). On the other hand, Marvin has extensive experience in the Information Security and Compliance (ISC) field for large BPO companies in Manila. He was involved in several ISO 27001 projects where he was responsible for the security controls. One of the first initiatives of the OE department will be implementing an integrated quality and information security management system for MicroSourcing. The ISO kick-off took place last October 26. The company aims to achieve ISO 9001/27001 certification by February 2012. This will make MicroSourcing one of the few BPO companies in the Philippines which will be certified for both standards. If you would like to know more about what the Operational Excellence department can do for you, please contact Sophie Woo at sophie@microsourcing.com.Meet our New IT ManagerSameer Bhagat “He is a Cisco Certified Network Associate (CCNA) and holds a number of certifications in platforms like Redhat, VMware, and Microsoft.” Sameer has more than 10 years of IT He is a Cisco Certified Network Associate experience in the BPO industry, working (CCNA) and holds a number of certifications in with a number of Fortune 500 clients in a platforms like Redhat, VMware, and Microsoft. wide variety of verticals. Before joining As the head of IT, Sameer is in charge of MicroSourcing, he had worked for more identifying, deploying, and managing the than four years at Infosys as part of their best possible IT solutions for our clients pioneer team in the Philippines. and assuring our compliance with our IT- Sameer brings to MicroSourcing a lot of and information security-related experience in implementing industry certifications. Sameer holds a Bachelor of standards such as ISO 9001, ISO 27001, Science degree in Commerce from the PCI-DSS, SAS 70, SOX, and ITIL. University of Nagpur (India).www.MicroSourcing.com MicroSourcing Newsletter December Issue 2011 P5
  • 6. MicroSourcing Extends Help to Typhoon Sendong Victims Typhoon Sendong (International name: Washi) triggered massive flash floods last December 16. This led to more than 1000 casualties in Mindanao, specifically in Iligan City and Cagayan de Oro. The typhoon also hit some parts of Visayas and Palawan. MicroSourcing stepped up to help those who were greatly affected by this calamity. The PR and Social Media Marketing arm of MicroSourcing, headed by Nona Tajanlangit-Kooijman, worked together with Red Cross and launched the Sendong Relief Drive, encouraging all employees to share their blessings and donate basic necessities for the families who are staying in evacuation centers in Iligan City and Cagayan de Oro. In a matter of nine days, MicroSourcing was able to collect 13 boxes of clothes, 251 MS Family Bags containing relief goods, two boxes of assorted medicine items, two boxes of rice, bottles of water, new blankets, and toys. Cash donations were also accepted, with a total of P130,037.75 as of December 29. Most of the clothes were delivered to the affected areas through the Red Cross military plane. Meanwhile, 170 MS Family Bags and two boxes of medicine items were personally distributed by MicroSourcing volunteers to evacuees in Tambacan Elementary School (Iligan City) and West City Central School (Cagayan de Oro). The rest of the donations will be delivered through Red Cross. MicroSourcing is very thankful to everyone who supported this endeavor - from the employees and clients, to the volunteers from Business Development Department, MicroSourcing Managed Projects, Operations, Finance Department, Human Capital Strategy and Delivery Group, Facilities and Client Services, and Creative Services Group. Cash Donations: EV OH MMO Mark and Sophie Kooijman Mr. and Mrs. Gabriel Santoswww.MicroSourcing.com MicroSourcing Newsletter December Issue 2011
  • 7. Last October 28, MicroSourcing held the “Halloween Spooktacular Treat orTreat: No Tricks, Just Treats” event at its headquarters in Eastwood City aswell as at the Picadilly office in Taguig.Employees invited their relatives (seven years old and below) who all donnedbrightly colored and sometimes scary costumes. As part of the Halloweentradition, kids roamed around the entire office for the trick or treat in differentdepartments. After filling the bags and buckets with candies and chocolates,everyone proceeded to MS Café for the awarding ceremony which wasfacilitated by the Human Capital Strategy and Delivery Group.Eyob Kooijman (son of VP for Operational Excellence Sophie Woo) and YumiSison (daughter of Business Development Associate Reggie Sison) got theawards for best child “spooktacular” costume.Meanwhile, members of the Manpower Acquisition Department got the bestthemed team/department “spooktacular” costume award as they dressedup and performed as the cast of popular TV series Glee.Other employees also joined the event wearing costumes of famousmovie characters such as Harry Potter, Death Eaters, Edward fromTwilight, and Sailor Moon. Of course, the event would not be completewithout employees who wore masks and dressed up as witches and vampires.www.MicroSourcing.com MicroSourcing Newsletter December Issue 2011 P8
  • 8. MicroSourcing Takes Part inMy Dream in aShoebox Outreach ProgramIn this season of joy and giving, MicroSourcing was given awonderful opportunity to be part of My Dream in a Shoebox -an initiative that aims to give shoeboxes filled with schoolsupplies to less fortunate children.Now on its third year, this program was spearheaded byoutsourcing industry body Business Processing Associationof the Philippines (BPAP) and marketing communicationscompany TeamAsia.The first distribution day was held last December 19 in threeschools in Lipa, Batangas. More than 700 shoeboxes and 10PCs were given to the students of Tambo Elementary School,400 shoeboxes and 10 PCs to Paninsingin ElementarySchool, and 500 shoeboxes and 10 PCs to PinagkawitanElementary School.Nona Tajanlangit-Kooijman, Head of PR and Social MediaMarketing, encouraged all MicroSourcing employees to be aShoebox Sponsor. They gave shoeboxes with schoolsupplies, while others donated Php50 for a set of items perbox. In the end, the company was able to donate more than300 shoeboxes and a total of Php14000 in cash. Aside fromthese, MicroSourcing also plans to donate five PCs for thecomputer laboratories of the chosen schools.A lot of companies served as sponsors to this outreachprogram. These include Teletech, Chevron, Shell,FirstSource, PacificHub, Fujitsu, JP Morgan Chase & Co.,Henkel, Avis, Stellar, Bank of America, ePLDT, and StarTek.www.MicroSourcing.com MicroSourcing Newsletter December Issue 2011
  • 9. Holiday Budget Management:Trimming the Extra Cost under the Tree Filipino tradition calls for celebration during the Determine your budget. holiday season: merry-making festivities, This is a simple rule one learns even in elementary gift-giving and secret-Santas, and the school: allocate and buy what you need with what you seemingly endless invitations to Christmas have; going overboard is simply a no-no if you’re parties fill the schedule of students and trying to stick to a budget. Know your capability to professionals alike. The holiday season, which spend for the things you will need this holiday season. starts as early as October, marks the beginning If the price of that pair of shoes is a little out of line, try of the Christmas hype and the anticipation for going for something within your price range but with the gifts you want to receive and the things you the same comfort and quality. At the end of the day, want to have as rewards for your hard work. the accumulated cash you save from your day’s This time of the year gives us an excuse to shopping can be used as an added budget to buy stretch our budget and indulge in shopping for extra dessert during Christmas dinner. the things on our Christmas list, be it for presents, food or otherwise. Nowadays though, Make a list of what you need to buy. a lot of options make Christmas shopping Aside from allocating your funds, create a list of items prone to impromptu buys, resulting in crash you’ll be buying before you head to the nearest mall or budgets, overspending, and the repetitive grocery. It might be time-consuming at first to come up swiping of the credit card. with a list of people you’ll give gifts to alongside For the naturally frugal shopper, one can never different gift ideas, but in the long run, it will save you go wrong with sticking to a budget and keeping precious time and energy during shopping. Planning a succinct list of the things you should get by helps a lot in avoiding the hassle of the Christmas the end of the day. However, this may not shopping rush. So before the calendar shows the always be the case, especially when discount month of December, get your pen and paper and start sales and different shop promotions entice the making your shopping list for the holiday season. shopper to spend on valuables that promise to be a great buy. Impulsive shopping will always Exercise self-control. be a pitfall, but with the atmosphere of giving Now we all know that discounted items are hard to palpable in the air, one could easily disguise resist especially when these marked down deals of this as a necessary purchase in the name of stores and boutiques are offered during Christmas the holiday spirit. So how do you really avoid sales. When faced with the ineluctable decision of those holiday blunders and prevent welcoming making an extra purchase, consider the necessity of a new year with exceeded credit limit and the item. Do you think you deserve it as a reward? diminishing bank accounts? One need not to Should you decide to buy it, will it result to major re-learn the basics of economics to know that adjustments in your budget? Buying gifts for ourselves wise spending is the key. is never a bad idea - impulsive buying is. This festive season, sharing requires sacrifice and a little bit of spending more than the usual. At the same time, it is also an opportunity to give back to the people who have touched our lives for the year that has been. Christmas shopping need not be a tedious task of computation and budget allotment. One must simply be rational in spending so as to make giving a more meaningful act.www.MicroSourcing.com MicroSourcing Newsletter December Issue 2011 P11