What is BPO?• BPO is the contracting of a specific business task to a third-party service provider.• This allows companies to focus on their core business processes.• BPO is implemented as a cost-saving measure for tasks that a company requires.
BPO Categories• It is often divided into two categories: Back Office Outsourcing which includes internal business functions such as billing or purchasing. Front Office Outsourcing which includes customer-related services such as marketing or tech support.
Key Terms: Offshore Outsourcing is BPO that is contracted outside a companys own country. Near shore Outsourcing is BPO that is contracted to a companys neighboring country. Onshore Outsourcing is BPO that is contracted with the companys own country
Work Culture• The set of assumptions, beliefs, values and norms that are shared by organization’s members.
WORK CULTURE• Energetic setting: interiors are done in such a way that it makes people fell nice & happy• 24X7 work environment: round clock working culture & people works in day & night shifts
WORK CULTURE• Perfect amalgamation: blend of professionalism & friendliness• Rejuvenation channels: offers world class channels to distress & motivate the employees
WORK CULTURE• Outsourcing Excellence Awards program: recognize the world’s best outsourcing relationship• Rich culture ties & exchange: rubbing shoulders with people of different educational professional backgrounds
WORK CULTURE• Pep up the energy levels: morale of the employees are kept high through encouraging words
Infosys Profile• Infosys Technologies was started in 1981• The company designs and delivers technology enabled business solutions.• They offer technology consulting, application services, custom software development,BPO etc• The company has a large global presence in India, China, Australia, Poland, UK, Canada and Japan
Infosys Culture• Customer Delight• Leadership by example• Integrity and transparency• Fairness• Pursuit of excellence
Genpact Profile• They began in 1997 as a business unit within GE• During the eight years that followed, they earned the opportunity to manage a wide range of processes from the simple to complex• In January 2005, it became an independent company• In August 2007 Genpact was listed on the NYSE
GENPACT Culture• A Client-centric Culture• Teamwork• Continuous process improvement• Giving back to the society
Wipro Profile• It began from a small cooking manufacturing in 1945 to leading provider of BPO services• Services Provided to outsourcing companies in North America, Central & Eastern Europe, India, China & Latin America
Wipro Culture• Develop leaders within organization• Emphasizes on importance of team work• Thirst for innovation• Quality is an intrinsic element of the culture at Wipro
Effects of Organizational Culture• Organizational Performance• Length of employment• Person -Organization Fit