The document discusses business process outsourcing (BPO), including definitions, categories of BPO, and the BPO industry in the Philippines. It provides an overview of the planning process for outsourcing, including establishing objectives, obtaining management support, forming an outsourcing team, and guidelines for internal evaluation. Key steps in the planning stage include developing RFI/RFP documents, selecting vendors, conducting due diligence, and developing contracts. Reasons for outsourcing discussed are reducing costs, focusing on core competencies, and gaining expertise.
History of the BPO Industry in the PhilippinesJoy Celestial
ย
The Philippines has experienced significant growth in its business process outsourcing (BPO) industry since 1992. Frank Holz created the first contact center in the Philippines in 1992. In the following decades, the BPO industry expanded rapidly as more multinational companies established operations in the Philippines and the government implemented policies to attract foreign investment. By 2010, the Philippines had become the world's BPO capital, with over 525,000 employees generating $8.9 billion in revenue for the industry. The BPO sector has since continued growing significantly each year and become one of the largest private sector job providers in the Philippines.
This chapter introduces operations management. It defines operations management as managing the systems or processes that create goods and services. The chapter outlines the key functional areas of organizations and how operations management affects a company's ability to compete. It compares manufacturing and service operations, describing their differences in areas like customer contact, input and output variability, and inventory levels. The chapter also discusses the role of the operations manager in making both system design and operation decisions. Finally, it provides an overview of trends impacting operations management like globalization and supply chain management.
This document discusses competitiveness, strategy, and productivity. It defines key terms like strategy, tactics, and productivity. Strategy is important for competitiveness and involves setting goals and plans to achieve an organization's mission. Operations strategy must be linked to overall organizational strategy. Time-based and quality strategies are discussed. Productivity is defined as a ratio of outputs to inputs and can be improved through methods like developing measures, determining bottlenecks, and setting reasonable goals.
Masasabi ba natin na tamad talaga ang mga Pilipino? Saan kaya nagsimula ang ganitong katamaran ng mga Pilipino?
NOTES:
https://www.scribd.com/document/341656611/Katamaran-Ng-Filipino-NOTES
A well-designed IT Service Delivery Model is critical to achieving success in IT management and operations. Many IT organizations focus on optimizing their technology assets -- the infrastructure and applications. However, in our experience, business value is achieved most effectively when technology assets and the IT service delivery model are integrated and work together seamlessly.
This document discusses process selection and facility layout. It begins by explaining the importance of process selection and its influence on organizations. The main types of processes are then described: job shop, batch, repetitive, and continuous. Factors like volume, flexibility, and costs are examined for each type. Automated approaches to processing like CAD/CAM are also covered. The document then addresses facility layout and the objectives of layout design. The basic layout types of product, process, and fixed-position are defined and their advantages and disadvantages discussed. Examples of line balancing problems are presented to demonstrate how to determine workstation requirements.
What Is Operations Management and Why Is It Important?
Explain what operations management is.
Contrast manufacturing and services organizations.
Describe managersโ role in improving productivity.
Discuss the strategic role of operations management,
Value Chain Management
Define value chain and value chain management.
Describe the goal of value chain management.
Discuss the requirements for successful value chain management.
History of the BPO Industry in the PhilippinesJoy Celestial
ย
The Philippines has experienced significant growth in its business process outsourcing (BPO) industry since 1992. Frank Holz created the first contact center in the Philippines in 1992. In the following decades, the BPO industry expanded rapidly as more multinational companies established operations in the Philippines and the government implemented policies to attract foreign investment. By 2010, the Philippines had become the world's BPO capital, with over 525,000 employees generating $8.9 billion in revenue for the industry. The BPO sector has since continued growing significantly each year and become one of the largest private sector job providers in the Philippines.
This chapter introduces operations management. It defines operations management as managing the systems or processes that create goods and services. The chapter outlines the key functional areas of organizations and how operations management affects a company's ability to compete. It compares manufacturing and service operations, describing their differences in areas like customer contact, input and output variability, and inventory levels. The chapter also discusses the role of the operations manager in making both system design and operation decisions. Finally, it provides an overview of trends impacting operations management like globalization and supply chain management.
This document discusses competitiveness, strategy, and productivity. It defines key terms like strategy, tactics, and productivity. Strategy is important for competitiveness and involves setting goals and plans to achieve an organization's mission. Operations strategy must be linked to overall organizational strategy. Time-based and quality strategies are discussed. Productivity is defined as a ratio of outputs to inputs and can be improved through methods like developing measures, determining bottlenecks, and setting reasonable goals.
Masasabi ba natin na tamad talaga ang mga Pilipino? Saan kaya nagsimula ang ganitong katamaran ng mga Pilipino?
NOTES:
https://www.scribd.com/document/341656611/Katamaran-Ng-Filipino-NOTES
A well-designed IT Service Delivery Model is critical to achieving success in IT management and operations. Many IT organizations focus on optimizing their technology assets -- the infrastructure and applications. However, in our experience, business value is achieved most effectively when technology assets and the IT service delivery model are integrated and work together seamlessly.
This document discusses process selection and facility layout. It begins by explaining the importance of process selection and its influence on organizations. The main types of processes are then described: job shop, batch, repetitive, and continuous. Factors like volume, flexibility, and costs are examined for each type. Automated approaches to processing like CAD/CAM are also covered. The document then addresses facility layout and the objectives of layout design. The basic layout types of product, process, and fixed-position are defined and their advantages and disadvantages discussed. Examples of line balancing problems are presented to demonstrate how to determine workstation requirements.
What Is Operations Management and Why Is It Important?
Explain what operations management is.
Contrast manufacturing and services organizations.
Describe managersโ role in improving productivity.
Discuss the strategic role of operations management,
Value Chain Management
Define value chain and value chain management.
Describe the goal of value chain management.
Discuss the requirements for successful value chain management.
The document discusses outsourcing, including its definition, history, and various perspectives. Outsourcing is defined as contracting out business processes to external organizations. It became popular in the late 20th century as companies increasingly outsourced abroad for lower costs. While outsourcing can provide cost savings and flexibility, it also faces criticisms around job losses in the outsourcing country and effects on workers. The document explores various views on outsourcing from different standpoints.
The document discusses the nature and characteristics of services. It notes that services are intangible, inseparable, variable, and perishable. It also discusses the distinctive characteristics of services like intangibility where services cannot be seen before purchase. It discusses how marketers can address these characteristics through strategies like standardizing service delivery to reduce variability. The document also discusses marketing strategies for services, noting people, physical evidence, and process must be considered in addition to the traditional 4Ps. It emphasizes the importance of internal marketing to train employees.
This document provides an overview of product and service design. It discusses how product and service design translates customer wants and needs into requirements. It also discusses developing new products/services, quality goals, cost targets, and prototyping. Reasons for redesign include market opportunities/threats. The document also covers value analysis, objectives of design like customer satisfaction and cost, issues like lifecycles and standardization, designing for mass customization, phases of design like idea generation and feasibility analysis, and types of processes like job shop and batch processing.
Outsourcing concept, goals and objectives
key areas of outsource, why to outsource, supplier selection, objective, types. advantage. disadvantage, goals, factors
A feasibility study assesses all aspects of a proposed project, including marketing, technical, and financial factors, prior to execution. It includes an executive summary highlighting key results, and reports on marketing, production processes, equipment, costs, investment needs, funding sources, and financial projections. A sensitivity analysis models the impact of varying income and expenses, while a SWOT analysis considers strengths, weaknesses, opportunities, and threats. The study aims to objectively evaluate project viability and provide decision-makers with essential information.
- 99.1% of businesses in the Philippines are small and medium enterprises (SMEs) which are defined as having less than 100 million PHP in total assets. SMEs employ 69.1% of the workforce and contribute 32% to the national economy.
- SMEs play a major role in the Philippine economy through job creation, provision of outsourcing services, and contribution to local economic development. They are an important part of the industrial sectors such as wholesale/retail, manufacturing, and hotels/restaurants.
- Laws such as the Magna Carta for Micro, Small and Medium Enterprises protect SMEs and set compensation standards including minimum wages, overtime pay, night shift differentials
Globe Telecom is one of the leading telecommunications companies in the Philippines. It offers cellular, mobile data, and broadband services. The company's vision is for families' dreams to come true, businesses to flourish, and the nation to be admired. While Globe has strengths in technology and wider coverage, it faces weaknesses in customer service and signal reception. Opportunities for growth include acquisitions and increasing demand for internet services. Threats include intense competition and government regulations. Globe aims to improve its network and customer satisfaction through investments and streamlining operations.
This document provides an overview of management advisory services (MAS) presented by FOB. It discusses the evolution of MAS, traditionally areas of CPA firms like auditing, accounting systems, and tax work. It also explains why CPA firms engage in management consultancy and developing trends in specialization, education, culture, and technology. The document outlines the consulting industry definitions and three main factors for its growth. It details the career structure in consulting and types of engagements. It also covers various areas of MAS practice and types of consultancy work. Finally, it discusses determining the scope of service, types of clients served, groups of clients that CPA can provide MAS to, and factors to consider in the
Rizal chapter 3 - early education in calamba and biรฑanAntonio Delgado
ย
Jose Rizal had several teachers that educated him early on. His first teacher was Doรฑa Teodora who taught him prayers and the alphabet at age three. He later had private tutors like Maestro Celestino and Maestro Lucas Padua. His uncles also helped teach him, with Uncle Gregorio instilling a love of education. Rizal was then sent to a private school in Biรฑan where he excelled under Maestro Justiniano Cruz, despite facing jealousy from older classmates. Rizal left a strong student in December 1870.
07 layout and flow_Operations ManagementBrent Weeks
ย
The document discusses different types of facility layouts used in operations management. It describes fixed-position, functional, cell, and product layouts. For each type of layout, it outlines the key advantages and disadvantages. It also discusses how the appropriate layout type depends on factors like production volume and variety. Detailed techniques are presented for designing each of the main layout types to optimize productivity and efficiency. Balancing work across process stages is highlighted as important to reduce idle time and improve cycle times.
The document discusses outsourcing as a business strategy that can provide significant cost savings. It summarizes the results of a survey of 100 companies that found 50-60% savings for large companies and 20-30% savings for small companies when outsourcing back office functions like accounting, payroll, and vendor management. The document then outlines various outsourcing models and functions that are good candidates for outsourcing as well as criteria for determining what to outsource. Both advantages and disadvantages of outsourcing are presented.
University of the Philippines (UP) SWOT AnalysisLilliene Alleje
ย
Our activity in Organization & Management is doing a SWOT analysis about Philippine universities and we chose UP. Should you not agree with our opinions, bear in mind that this is just our opinions about UP. Thank you
This document provides an introduction to a study on success indicators among catering services in Cabanatuan City. It discusses that catering is a lucrative business but also demanding, requiring stamina and excellent interpersonal skills. The study aims to describe owners' profiles and success indicators in terms of market research, menu composition, and layout/design. It also seeks to identify outcomes related to income generation and competition. The methodology will involve surveying 10 local catering businesses using questionnaires. The results could help future entrepreneurs and hospitality students understand best practices for operating a successful catering service.
Introduction to Operations Management by StevensonWafeeqa Wafiq
ย
This document provides an overview of operations management concepts. It begins by defining operations management as the management of systems or processes that create goods and/or provide services. It then discusses the three major functional areas of organizations and how they interrelate. Next, it compares manufacturing and service operations and describes the operations function and the nature of an operations manager's job. The document outlines key decisions operations managers must make. It also reviews the historical evolution of operations management and current trends impacting the field such as globalization and supply chain management.
Service ,Supply chain management ,Characteristics of service,Product And Service Marketing Mix
Differences B/W Goods and Services,Classification of service,Service encounter,Service blueprint,service marketing triangle, types of marketing traingle.
This document provides an overview of the case method for solving organizational problems. It discusses key aspects of analyzing a case, including defining the central issue/problem statement, considering alternative courses of action, and creating an action plan and Gantt chart. The case method involves examining various areas like strengths/weaknesses, opportunities/threats, and prioritizing problems based on their impact and importance to determine the best solution.
This document discusses operations management and the impact of e-business. It defines operations management as designing, operating, and improving productive systems. E-business is changing operations management by allowing direct customer contact, worldwide access to customers and suppliers, and more efficient information sharing and decision making. Key impacts include increased demand, changes to logistics and order fulfillment, more global and complex supply chains, and a focus on expanded supply chain management.
Operations Management - Process TechnologyNelson Opeรฑa
ย
The document outlines key aspects of process technology that operations managers need to understand. It defines process technology as the machines, equipment, and devices that create and deliver products and services. It discusses how process technologies are categorized into material, information, and customer processing technologies. The document also provides guidelines for evaluating process technologies based on how well they fit the task, improve operations performance, and provide acceptable financial returns. Finally, it discusses factors to consider when implementing process technologies such as resource requirements, customer acceptability, and anticipating problems.
Cebu Pacific's target market is business and leisure travelers seeking an affordable and fun airline experience. It competes with Philippine Airlines and other local low-cost carriers. Cebu Pacific differentiates itself by offering the most routes, the youngest fleet, and a "Fun Flight" experience. The domestic airline market size is Php 40.41 billion, with Cebu Pacific holding a Php 19.48 billion market share. Cebu Pacific uses a low-cost approach, pricing 51% lower than Philippine Airlines to attract customers. It employs marketing strategies like promotions, advertising, and online booking to promote affordable, fun flights.
The document provides an overview of business process outsourcing (BPO). It defines BPO and explains that it involves contracting out business functions like customer service, accounting, and data entry to third-party providers. The document also outlines different types of BPO services, top BPO companies in India, advantages and disadvantages of BPO, and a SWOT analysis of the BPO industry in India.
BPO: Business Process Outsourcing. There are many types of third party BPO Services are available which are Data Entry, Transcription, Voice Processing, Telemarketing, 3D Visualization, Virtual Staffing and many more. Contact Alen BPO for any type of BPO Services.
The document discusses outsourcing, including its definition, history, and various perspectives. Outsourcing is defined as contracting out business processes to external organizations. It became popular in the late 20th century as companies increasingly outsourced abroad for lower costs. While outsourcing can provide cost savings and flexibility, it also faces criticisms around job losses in the outsourcing country and effects on workers. The document explores various views on outsourcing from different standpoints.
The document discusses the nature and characteristics of services. It notes that services are intangible, inseparable, variable, and perishable. It also discusses the distinctive characteristics of services like intangibility where services cannot be seen before purchase. It discusses how marketers can address these characteristics through strategies like standardizing service delivery to reduce variability. The document also discusses marketing strategies for services, noting people, physical evidence, and process must be considered in addition to the traditional 4Ps. It emphasizes the importance of internal marketing to train employees.
This document provides an overview of product and service design. It discusses how product and service design translates customer wants and needs into requirements. It also discusses developing new products/services, quality goals, cost targets, and prototyping. Reasons for redesign include market opportunities/threats. The document also covers value analysis, objectives of design like customer satisfaction and cost, issues like lifecycles and standardization, designing for mass customization, phases of design like idea generation and feasibility analysis, and types of processes like job shop and batch processing.
Outsourcing concept, goals and objectives
key areas of outsource, why to outsource, supplier selection, objective, types. advantage. disadvantage, goals, factors
A feasibility study assesses all aspects of a proposed project, including marketing, technical, and financial factors, prior to execution. It includes an executive summary highlighting key results, and reports on marketing, production processes, equipment, costs, investment needs, funding sources, and financial projections. A sensitivity analysis models the impact of varying income and expenses, while a SWOT analysis considers strengths, weaknesses, opportunities, and threats. The study aims to objectively evaluate project viability and provide decision-makers with essential information.
- 99.1% of businesses in the Philippines are small and medium enterprises (SMEs) which are defined as having less than 100 million PHP in total assets. SMEs employ 69.1% of the workforce and contribute 32% to the national economy.
- SMEs play a major role in the Philippine economy through job creation, provision of outsourcing services, and contribution to local economic development. They are an important part of the industrial sectors such as wholesale/retail, manufacturing, and hotels/restaurants.
- Laws such as the Magna Carta for Micro, Small and Medium Enterprises protect SMEs and set compensation standards including minimum wages, overtime pay, night shift differentials
Globe Telecom is one of the leading telecommunications companies in the Philippines. It offers cellular, mobile data, and broadband services. The company's vision is for families' dreams to come true, businesses to flourish, and the nation to be admired. While Globe has strengths in technology and wider coverage, it faces weaknesses in customer service and signal reception. Opportunities for growth include acquisitions and increasing demand for internet services. Threats include intense competition and government regulations. Globe aims to improve its network and customer satisfaction through investments and streamlining operations.
This document provides an overview of management advisory services (MAS) presented by FOB. It discusses the evolution of MAS, traditionally areas of CPA firms like auditing, accounting systems, and tax work. It also explains why CPA firms engage in management consultancy and developing trends in specialization, education, culture, and technology. The document outlines the consulting industry definitions and three main factors for its growth. It details the career structure in consulting and types of engagements. It also covers various areas of MAS practice and types of consultancy work. Finally, it discusses determining the scope of service, types of clients served, groups of clients that CPA can provide MAS to, and factors to consider in the
Rizal chapter 3 - early education in calamba and biรฑanAntonio Delgado
ย
Jose Rizal had several teachers that educated him early on. His first teacher was Doรฑa Teodora who taught him prayers and the alphabet at age three. He later had private tutors like Maestro Celestino and Maestro Lucas Padua. His uncles also helped teach him, with Uncle Gregorio instilling a love of education. Rizal was then sent to a private school in Biรฑan where he excelled under Maestro Justiniano Cruz, despite facing jealousy from older classmates. Rizal left a strong student in December 1870.
07 layout and flow_Operations ManagementBrent Weeks
ย
The document discusses different types of facility layouts used in operations management. It describes fixed-position, functional, cell, and product layouts. For each type of layout, it outlines the key advantages and disadvantages. It also discusses how the appropriate layout type depends on factors like production volume and variety. Detailed techniques are presented for designing each of the main layout types to optimize productivity and efficiency. Balancing work across process stages is highlighted as important to reduce idle time and improve cycle times.
The document discusses outsourcing as a business strategy that can provide significant cost savings. It summarizes the results of a survey of 100 companies that found 50-60% savings for large companies and 20-30% savings for small companies when outsourcing back office functions like accounting, payroll, and vendor management. The document then outlines various outsourcing models and functions that are good candidates for outsourcing as well as criteria for determining what to outsource. Both advantages and disadvantages of outsourcing are presented.
University of the Philippines (UP) SWOT AnalysisLilliene Alleje
ย
Our activity in Organization & Management is doing a SWOT analysis about Philippine universities and we chose UP. Should you not agree with our opinions, bear in mind that this is just our opinions about UP. Thank you
This document provides an introduction to a study on success indicators among catering services in Cabanatuan City. It discusses that catering is a lucrative business but also demanding, requiring stamina and excellent interpersonal skills. The study aims to describe owners' profiles and success indicators in terms of market research, menu composition, and layout/design. It also seeks to identify outcomes related to income generation and competition. The methodology will involve surveying 10 local catering businesses using questionnaires. The results could help future entrepreneurs and hospitality students understand best practices for operating a successful catering service.
Introduction to Operations Management by StevensonWafeeqa Wafiq
ย
This document provides an overview of operations management concepts. It begins by defining operations management as the management of systems or processes that create goods and/or provide services. It then discusses the three major functional areas of organizations and how they interrelate. Next, it compares manufacturing and service operations and describes the operations function and the nature of an operations manager's job. The document outlines key decisions operations managers must make. It also reviews the historical evolution of operations management and current trends impacting the field such as globalization and supply chain management.
Service ,Supply chain management ,Characteristics of service,Product And Service Marketing Mix
Differences B/W Goods and Services,Classification of service,Service encounter,Service blueprint,service marketing triangle, types of marketing traingle.
This document provides an overview of the case method for solving organizational problems. It discusses key aspects of analyzing a case, including defining the central issue/problem statement, considering alternative courses of action, and creating an action plan and Gantt chart. The case method involves examining various areas like strengths/weaknesses, opportunities/threats, and prioritizing problems based on their impact and importance to determine the best solution.
This document discusses operations management and the impact of e-business. It defines operations management as designing, operating, and improving productive systems. E-business is changing operations management by allowing direct customer contact, worldwide access to customers and suppliers, and more efficient information sharing and decision making. Key impacts include increased demand, changes to logistics and order fulfillment, more global and complex supply chains, and a focus on expanded supply chain management.
Operations Management - Process TechnologyNelson Opeรฑa
ย
The document outlines key aspects of process technology that operations managers need to understand. It defines process technology as the machines, equipment, and devices that create and deliver products and services. It discusses how process technologies are categorized into material, information, and customer processing technologies. The document also provides guidelines for evaluating process technologies based on how well they fit the task, improve operations performance, and provide acceptable financial returns. Finally, it discusses factors to consider when implementing process technologies such as resource requirements, customer acceptability, and anticipating problems.
Cebu Pacific's target market is business and leisure travelers seeking an affordable and fun airline experience. It competes with Philippine Airlines and other local low-cost carriers. Cebu Pacific differentiates itself by offering the most routes, the youngest fleet, and a "Fun Flight" experience. The domestic airline market size is Php 40.41 billion, with Cebu Pacific holding a Php 19.48 billion market share. Cebu Pacific uses a low-cost approach, pricing 51% lower than Philippine Airlines to attract customers. It employs marketing strategies like promotions, advertising, and online booking to promote affordable, fun flights.
The document provides an overview of business process outsourcing (BPO). It defines BPO and explains that it involves contracting out business functions like customer service, accounting, and data entry to third-party providers. The document also outlines different types of BPO services, top BPO companies in India, advantages and disadvantages of BPO, and a SWOT analysis of the BPO industry in India.
BPO: Business Process Outsourcing. There are many types of third party BPO Services are available which are Data Entry, Transcription, Voice Processing, Telemarketing, 3D Visualization, Virtual Staffing and many more. Contact Alen BPO for any type of BPO Services.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
Executive sponsorship and stakeholder involvement ensure successful and rapid migration of business processes from a company to an outsourcing partner like AAA Business Services. AAA advocates accelerated migration for greatest benefits to the customer through strategic partnerships focused on people, processes, technology, and commercial disciplines. Critical success factors include effective project teams, appropriate training, constant communication, selecting the right processes, and delivering continuous improvement after migration.
A cooperative is a voluntary association of persons who join together to meet their common economic, social, and cultural needs through an equitable contribution of funds and democratic control. The primary goal of cooperatives is to improve members' quality of life by providing goods, services, and education. Any profits or surplus funds are distributed to members to avoid some gaining at the expense of others. Cooperatives operate according to principles such as open membership, democratic control, limited interest on share capital, and cooperation among cooperatives. There are various types of cooperatives including credit, consumer, producers, marketing, and multi-purpose cooperatives.
The document discusses organizing cooperatives in the Philippines. It provides guidance on forming a cooperative, including getting organized with a minimum of 15 members who have common problems or needs, reserving a cooperative name with the Cooperative Development Authority, conducting an economic survey, and drafting bylaws and articles of cooperation. Cooperatives are member-owned businesses that operate according to universally accepted cooperative principles like voluntary membership, democratic control, member economic participation, autonomy, education, cooperation among cooperatives, and concern for the community. [END SUMMARY]
The document introduces STEM, a single application that allows businesses to perform routine tasks like logging time, expenses, tracking sales, and human resource management. STEM is divided into three modules: 1) Talent Management, 2) Sales Management, and 3) Time and Expense Management. Using STEM provides businesses with online access, data security, growth opportunities by automating processes, increased profits by tracking finances, and more time to focus on other important business areas. TheSystemConsultants recommends businesses utilize STEM to outsource back office processes.
Interactive Services launched an innovative new learning solution in April 2015 - the CLC (Compliance Learning Center).
The CLC is a library of over 60 learning modules designed by industry experts to deliver workforce compliance training. Learning modules include Insider Trading, AML, Anti-trust, Anti-bribery, Data Protection and many more.
Mark Dorosz, VP of Compliance Learning and Matt Plass, CLO at Interactive Services give us a birdseye view of the CLC in this presentation and how it has the potential to revolutionize compliance training in organizations around the globe.
Contact Interactive Services to find out more about our latest product, the CLC. Email
marketing@interactiveservices.com or see our website for more information.
www.interactiveservices.com
Call Center Services Can Ensure Efficient Customer Engagement StrategiesGo4customer
ย
Availing call center services for business can easily engage right customers and potential buyers for products and services that can be profitable in generating and making revenue for company.
This document discusses outsourcing and smartsourcing. It defines outsourcing as transferring non-core business processes to third-party vendors in order to reduce costs. Smartsourcing aims to not just cut costs but also drive innovation through strategic partnerships where risks and opportunities are balanced. Common business functions that are outsourced include IT, human resources, facilities management, and accounting. While outsourcing can lower expenses and focus internal efforts, disadvantages include loss of control and security threats. Smartsourcing creates innovation by emphasizing flexibility, preparation, choice, planning, control and partnership between organizations and vendors.
20 Challenges on Outsourcing and OffshoringVishal Sharma
ย
The document is a business briefing from the Institute of Chartered Accountants in Australia and Ernst & Young that discusses 20 key issues related to outsourcing and offshoring. It aims to help businesses determine whether outsourcing or offshoring is suitable for their needs. The briefing covers strategic assessments, feasibility considerations, sourcing decisions, setting up outsourcing or offshoring arrangements, and managing the transition process. Some of the main points discussed include aligning outsourcing with business strategy, quantifying potential benefits, selecting appropriate locations and outsourcing partners, and the importance of clear communication throughout the transition.
Introduction to operation management by internetkritikasingh10
ย
Operations management is responsible for planning, coordinating, and controlling resources to produce a company's products and services. It transforms inputs like people, materials, and money into outputs of goods and services. While manufacturing deals with tangible products and services intangible, both aim to efficiently add value. Historical developments and current trends like globalization and technology changes shape the field. Operations managers make strategic and tactical decisions and collaborate across business functions like marketing and finance.
Outsoucing- General approach [Bharti Airtel]Priya Nawar
ย
This document discusses outsourcing and specialization. It begins by defining outsourcing as transferring internal activities, decision rights, or execution of business functions to an external service provider. Examples of commonly outsourced firms are provided. The procedures for outsourcing and typical costs are then outlined. Reasons for outsourcing include reducing costs, gaining expertise, and improving focus. The document also discusses the pros and cons of outsourcing as well as areas that are commonly outsourced. Specialization is then defined as concentrating on a particular good or service, and the document discusses different levels of specialization including by individuals, firms, and nations.
The document discusses the call center industry. It defines a call center as a centralized office that receives and transmits large volumes of phone requests. Call centers handle both inbound calls from customers and outbound calls made by agents. The call center industry has boomed in the Philippines due to lower costs and an English-speaking workforce. The document also covers the skills required of call center agents and the types of calls centers handle.
This document discusses work-life balance in the business process outsourcing (BPO) industry. It notes that the fast-paced and customer-oriented nature of BPO work, including long hours and shift work, can lead to imbalance. Poor work-life balance can result in issues like overtime, health problems, stress, and high turnover. The document recommends that BPO companies provide flexibility, leave time, wellness programs, and other benefits to improve work-life balance for employees. This can benefit both employees and businesses through increased productivity and loyalty.
The document discusses e-waste, which refers to discarded electronic devices. It notes that e-waste contains hazardous chemicals like lead, mercury, and cadmium. Recycling e-waste can recover valuable materials like gold, silver and copper, while also saving energy. However, only 12.5% of e-waste is currently recycled in India, with most ending up in landfills. The government has introduced new e-waste management rules to increase recycling and reduce e-waste. The document proposes E-Seva, a platform that would connect e-waste collection centers with people looking to donate or purchase recycled products, in order to promote more sustainable e-waste management in India.
- Bharti Airtel is considering strategic outsourcing to help manage its rapidly growing operations and mobile customer base, which was adding 1.5 million new subscribers per month in 2003.
- Outsourcing network management and maintenance to vendors could help lower capital expenditures and equipment investment risks while allowing Bharti Airtel to pay only for capacity used.
- However, outsourcing core network functions could increase dependency on vendors and limit Bharti Airtel's flexibility. Proper governance and oversight of vendors would be required.
The document outlines a plan for launching a new product. It discusses identifying objectives and target personas, developing a positioning statement, creating a marketing calendar and distribution plan, generating buzz, conducting demonstrations and collecting feedback, and continually engaging customers through the sales cycle to drive brand recall and customer acquisition. The goal of the launch is to maximize early reach among early adopters.
The document summarizes business process outsourcing (BPO) in India. It discusses the history and growth of BPO in India, present scenario, future growth prospects, key competitors, availability of production factors, optimal locations, taxation policies, and opportunities in various business processes like finance, HR, and content development. India has emerged as a top location for BPO due to its large skilled workforce, English proficiency, low costs, and government support through tax holidays and special economic zones. Major Indian BPO players include Genpact, WNS, IBM Daksh and others.
The document provides an analysis of the situation of a company that has experienced rapid growth through acquisitions. It finds limited business and technical integration strategies, failed ERP implementations, autonomous business units, and disparate technical systems. It then outlines operational requirements for a new ERP system implementation including common reasons, critical success factors, reasons for failure, and adapting to change. Finally, it describes the company's CCI approach to the implementation focusing on executive support, business processes, change management, and dedicated resources.
The document discusses key aspects of outsourcing including what it is, what functions companies typically outsource, trends in outsourcing, and the role of advisors. Outsourcing involves transferring responsibility for non-core business functions to third parties. Common outsourced functions include IT, BPO, and finance/accounting. New trends include a shift from transactional SLAs to performance metrics, multi-sourcing vs governance challenges, and an evolving outsourcing provider landscape. Outsourcing advisors can help companies avoid pitfalls and make informed sourcing decisions through benchmarking, structured processes, and governance expertise.
The document discusses the rationale for outsourcing and the benefits it provides. It argues that outsourcing allows companies to focus on their core competencies by outsourcing other functions to specialized external vendors. This can improve performance, reduce costs, and provide access to expertise, resources, and best practices. However, outsourcing also carries some risks like loss of control that need to be mitigated through strategic partnering and service level agreements.
The document discusses running HR like a business through operational excellence. It begins with an agenda covering the beginning, financial scenarios, operational excellence in HR, and results, challenges and success factors. It then discusses transforming the HR organization to a business-driven model with HR experts, business partners, and a service delivery focus. The document presents a client case study and outlines challenges around technology, talent, globalization and intangible assets. It proposes applying best practices like standardized processes, self-service, and technology to increase service levels while reducing costs. Finally, it compares sourcing scenarios like an internal HR service center, managed HR services, and full business process outsourcing to achieve benefits like cost reductions, improved customer satisfaction, and
Shared services - A Strategic Cost Management PlatformSanjay Chaudhuri
ย
Shared Services Platform (as self defining as it can be) promotes the idea of 'sharing' within an organization or group or may also be provided as 3rd party SBU services.
Creating a Single point of contact for all service deliveries, enabling Cost effective solutions, leverage Automation, optimize workforce and the Speed to fulfillment is the key to success of such organizations.
More and more companies are moving to such platforms and the success rate is very high.
This company is a leading provider of technical and IT staffing solutions with over 36 years of experience. It has approximately 800 employees and over 5,000 consultants working across 52 offices in the US, Puerto Rico, Canada and UK. The company has a diverse portfolio of services including IT staffing, managed solutions, and process outsourcing. It has a large client base of over 1,100 customers, including many Fortune 500 companies across various industries.
The document provides an overview of a company that provides information technology consulting and staffing services. It has over 1,000 employees focused on verticals like financial services, healthcare, and technology. The company has a global recruiting model with 5 centers to source talent across the world in a cost-effective manner. It aims to maintain high quality standards and commitments to employees, clients, and shareholders.
FAB Infosolutions LLC is an outsourcing company with offices in India and the United States. It provides business process outsourcing and knowledge process outsourcing services including customer care, back office services, mortgage and title processing. It has over 4 years of experience working with clients worldwide and maintains high standards for quality, security, and compliance.
FAB Infosolutions provides business and knowledge process outsourcing services such as customer care, mortgage and title settlement from facilities in India and the United States. It has over 4 years of experience working with clients worldwide and follows quality and security best practices. FAB Infosolutions can help clients scale operations efficiently while reducing costs through its outsourcing model.
This document discusses marketing of services. It notes that the service sector contributes over half of GDP in developed economies like the US and India. It defines a service as an intangible act or performance offered by one party to another. Key characteristics of services include intangibility, lack of ownership, variability, and involvement of customers. The marketing mix for services, called the 7Ps, expands on the traditional 4Ps to include physical environment, process, and people. Loyalty programs aim to acquire and retain profitable customers over the long run. Franchising is discussed as a way to expand service delivery across multiple sites using local knowledge.
The document provides an overview of Cisco's IT organization and strategies over time:
- Cisco's IT organization evolved from being seen as a cost center in the 1990s to becoming a strategic partner aligned with business goals by the 2000s.
- Cisco developed frameworks to prioritize "core" IT functions that contribute directly to competitive advantage versus "context" functions. It uses outsourcing strategically for context functions.
- Cisco's IT portfolio management process focuses on ensuring investments maximize business value and deliver the right capabilities in sequence. Metrics and governance models emphasize business alignment.
Rajesh Garg IE Essay H - What do you believe are the greatest challenges facing the sector or industry you would like to specialize in at IE? What role do you hope to be able to play in this sector or industry in the medium term?
This document discusses Cisco's strategy to transition IT functions from a cost center to a strategic business partner. It outlines Cisco's IT evolution, from a reactive support process to a proactive enabler of business strategy. The document also provides a case study of how Cisco used a Collaborative Problem Resolution process to address complex, cross-functional business issues. A second case study describes Cisco IT's transformation to become a more consultative and value-adding partner through changes to its strategic plan, culture, and communication.
Zylog Systems (Canada) ltd is a leading provider of IT and Engineering professional services, human capital resource management applications, and technology solutions with global delivery capability. Leveraging ISO 9001:2000 certified processes, industry best practices, and ownershio of one of the largest professional talent databases in Canada, Zylog is dedicated to the progress of our clients, consultants, and our community.
www.Zylog.ca
Oracle EPM Day Boston - Improving Performance with Enhanced Insight into Pro...Alithya
ย
Oracle EPM Innovation Day - Boston
Mike Killeen of Edgewater Ranzal presented on Improving Performance with Enhanced Insight into Profitability and Costs using Oracle Hyperion Profitability and Cost Management (HPCM)
Improve Performance with Enhanced Insight into Profitability and Costs Utiliz...Edgewater
ย
The document discusses a presentation by Edgewater Ranzal, an Oracle consulting partner, on using Oracle's Hyperion Profitability and Cost Management (HPCM) solution. Some key points:
- Edgewater Ranzal specializes in Oracle EPM, BI, and big data solutions and has experience delivering over 1,700 projects.
- HPCM allows flexible modeling of cost allocation across multiple dimensions to provide accurate and timely profitability analysis at different levels like client, product, and region.
- A case study is presented where HPCM helped a consulting client improve profitability insights for their outsourcing business, identifying unprofitable clients and supporting pricing decisions.
- The client
Ilta 2005 successful technology begins outside the computer room by dave cu...David Cunningham
ย
The document discusses 10 drivers of successful IT in law firms, including leadership, understanding the business environment, creating a vision, managing expectations, governance, aligning business and IT strategies, and building the right IT organization. It emphasizes translating business goals into measurable IT initiatives and priorities through a governance process involving senior business and IT stakeholders. Overall strategies are compiled into an IT portfolio that balances initiatives and resources according to their business impact.
Mergers & Acquisitions - Addressing The Critical IT Issuescurtherge
ย
The document discusses critical IT issues to address in an M&A integration. It emphasizes the importance of IT due diligence before and after a deal is announced to identify risks, costs, and integration challenges. A multi-step approach is proposed: 1) develop an IT integration strategy, 2) conduct integration planning including defining success factors and KPIs, and 3) focus the first 100 days on stabilizing operations and launching integration teams to develop detailed plans. Early focus areas include communications, retention efforts, and identifying projects to pause or complete to facilitate integration.
Similar to 1 business process outsourcing introduction (20)
๐๐ง๐ฏ๐๐ข๐ฅ ๐ญ๐ก๐ ๐ ๐ฎ๐ญ๐ฎ๐ซ๐ ๐จ๐ ๐๐ง๐๐ซ๐ ๐ฒ ๐๐๐๐ข๐๐ข๐๐ง๐๐ฒ ๐ฐ๐ข๐ญ๐ก ๐๐๐๐๐๐๐๐โ๐ฌ ๐๐๐ญ๐๐ฌ๐ญ ๐๐๐๐๐ซ๐ข๐ง๐ ๐ฌ
Explore the details in our newly released product manual, which showcases NEWNTIDE's advanced heat pump technologies. Delve into our energy-efficient and eco-friendly solutions tailored for diverse global markets.
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
ย
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
HR search is critical to a company's success because it ensuresย the correct people are in place. HR search integrates workforce capabilities with company goals by painstakingly identifying, screening, and employing qualified candidates, supporting innovation, productivity, and growth. Efficient talent acquisition improves teamwork while encouragingย collaboration. Also, it reduces turnover, saves money, and ensures consistency. Furthermore, HR search discovers and develops leadership potential, resulting in a strong pipeline of future leaders. Finally, this strategic approach to recruitment enables businesses to respond to market changes, beat competitors, and achieve long-term success.
Garments ERP Software in Bangladesh _ Pridesys IT Ltd.pdfPridesys IT Ltd.
ย
Pridesys Garments ERP is one of the leading ERP solution provider, especially for Garments industries which is integrated with
different modules that cover all the aspects of your Garments Business. This solution supports multi-currency and multi-location
based operations. It aims at keeping track of all the activities including receiving an order from buyer, costing of order, resource
planning, procurement of raw materials, production management, inventory management, import-export process, order
reconciliation process etc. Itโs also integrated with other modules of Pridesys ERP including finance, accounts, HR, supply-chain etc.
With this automated solution you can easily track your business activities and entire operations of your garments manufacturing
proces
Dive into this presentation and learn about the ways in which you can buy an engagement ring. This guide will help you choose the perfect engagement rings for women.
SATTA MATKA SATTA FAST RESULT KALYAN TOP MATKA RESULT KALYAN SATTA MATKA FAST RESULT MILAN RATAN RAJDHANI MAIN BAZAR MATKA FAST TIPS RESULT MATKA CHART JODI CHART PANEL CHART FREE FIX GAME SATTAMATKA ! MATKA MOBI SATTA 143 spboss.in TOP NO1 RESULT FULL RATE MATKA ONLINE GAME PLAY BY APP SPBOSS
Best Competitive Marble Pricing in Dubai - โ 9928909666Stone Art Hub
ย
Stone Art Hub offers the best competitive Marble Pricing in Dubai, ensuring affordability without compromising quality. With a wide range of exquisite marble options to choose from, you can enhance your spaces with elegance and sophistication. For inquiries or orders, contact us at โ 9928909666. Experience luxury at unbeatable prices.
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Tastemy Pandit
ย
Know what your zodiac sign says about your taste in food! Explore how the 12 zodiac signs influence your culinary preferences with insights from MyPandit. Dive into astrology and flavors!
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
The Most Inspiring Entrepreneurs to Follow in 2024.pdfthesiliconleaders
ย
In a world where the potential of youth innovation remains vastly untouched, there emerges a guiding light in the form of Norm Goldstein, the Founder and CEO of EduNetwork Partners. His dedication to this cause has earned him recognition as a Congressional Leadership Award recipient.
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
ย
The Radar reflects input from APCOโs teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
Profiles of Iconic Fashion Personalities.pdfTTop Threads
ย
The fashion industry is dynamic and ever-changing, continuously sculpted by trailblazing visionaries who challenge norms and redefine beauty. This document delves into the profiles of some of the most iconic fashion personalities whose impact has left a lasting impression on the industry. From timeless designers to modern-day influencers, each individual has uniquely woven their thread into the rich fabric of fashion history, contributing to its ongoing evolution.
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...Neil Horowitz
ย
On episode 272 of the Digital and Social Media Sports Podcast, Neil chatted with Brian Fitzsimmons, Director of Licensing and Business Development for Barstool Sports.
What follows is a collection of snippets from the podcast. To hear the full interview and more, check out the podcast on all podcast platforms and at www.dsmsports.net
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...
ย
1 business process outsourcing introduction
1. John H. Halvey and Barbara Murphy
Melby; 2007
Business Process Outsourcing:
Process, Strategies and Contracts, 2nd Ed.
2. BPO
๏ Business Process - is a set of business events
that together enable the creation and delivery of
an organization's products or services to the
customers. (p7, Business Processes and
Information Technology, Gelinas,Sutton,
Fedorowicks, 2004)
๏ Outsourcing involves transferring certain value
contributing activities, processes and/or services
to the premises of oneโs own or an agent primarily
to save costs and/or for the principal to
increasingly focus on its areas of key
competence.
3. BPO
๏ โthe delegation of one or more IT-intensive
business processes to an external provider who,
in turn, administrates and manages the selected
processes based upon defined and measurable
performance metrics.โ
๏ the management of one or more specific
business processes or functions (e.g.,
procurement, finance, accounting, human
resources, asset or property management) by a
third party, together with the information
technology (IT) that supports the process or
function
4. BPO Categories
๏ General Category
๏ Finance and accounting
๏ Investment and asset management
๏ Human resources
๏ Procurement
๏ Logistics
๏ Real estate management
๏ Miscellaneous (energy services, customer service,
mailroom, food processing)
5. BPO in the Philippines
๏ Major companies that already operate in the
Philippines (inhouse Line of Business) include
AIG, AOL, Barnes & Noble, Chevron, Citigroup,
Dell, HP, HSBC, IBM, Intel, JPMorgan Chase,
Motorola, Procter & Gamble, Siemens AG and
Trend Micro.
6. BPO in the Philippines
๏ Outsourcing Companies
1. Accenture Inc. (P28.104 billion in revenues);
2. Convergys Philippines Services Corp. (P17.281
billion);
3. JPMorgan Chase Bank N.A-Philippine Global Service
Center (P10.805 billion);
4. 24/7 Customer Philippines Inc. (P7.711 billion);
5. Telephilippines Inc. (P7.241 billion);
6. TeleTech Offshore Investments B.V. (P6.978 billion);
7. Sutherland Global Services Philippines Inc. (P6.805
billion);
8. Stream International Global Services Philippines Inc.
(P6.738 billion);
9. Sitel Philippines Corp. (P6.364 billion);
10. Deutsche Knowledge Services Pte. Ltd. (P5.754
billion);
7. BPO in the Philippines
11. Sykes Asia Inc. (P5.617 billion);
12. IBM Daksh Business Process Services Philippines Inc.
(P5.516 billion);
13. Aegis PeopleSupport Inc. (P5.445 billion);
14. TeleTech Customer Care Management Philippines Inc.
(P5.402 billion);
15. IBM Business Services Inc. (P5.211 billion);
16. Telus International Philippines Inc. (P4.962 billion);
17. Shell Shared Services (Asia) B.V. (P4.821 billion);
18. HSBC Electronic Data Processing (Philippines) Inc.
(P4.700 billion);
19. ePLDT Inc. (P4.147 billion);
20. SPi CRM Inc. (P3.501 billion);
21. ACS of the Philippines Inc. (P3.492 billion);
22. VXI Global Holdings B.V. (P3.266 billion);
23. Emerson Electric (Asia) Ltd. (P3.230 billion);
8. BPO in the Philippines
24. StarTek International Ltd. (P3.094 billion);
25. IBM Solutions Delivery Inc. (P3.019 billion);
26. Sykes Marketing Services Inc. (P2.760 billion);
27. SPi Technologies Inc. (P2.626 billion);
28. Genpact Services LLC (P2.552 billion);
29. Macquarie Offshore Services Pty. Ltd. (P2.522 billion);
30. Thomson Reuters Corp. Pte. Ltd. (P2.265 billion);
31. AIG Shared Services Corp. Philippines (P2.357 billion);
32. Hinduja Global Solutions Ltd. (P2.194 billion);
33. Lexmark Research and Development Corp. (P1.956
billion);
34. ANZ Global Services and Operations (Manila) Inc. (P1.869
billion);
35. Maersk Global Service Centers (Philippines) Ltd. (P1.859
billion); an
36. Manulife Data Services Inc. (P1.745 billion).
9. BPO in CSEZ
๏ Accountantโs Desk Inc.
๏ Advanpoint Inc.
๏ Analytical Support Services for Environmental
Technologies, Inc.
๏ Ausphil Solutions Corporation
๏ Baele Management Group (Phils.) Inc.
๏ Clark Digital Valley Corporation
๏ Cyber City Teleservices LTD
๏ Dr. Klippe Philippines Corporation
๏ Ecell Philippines, Inc.
10. BPO in CSEZ
๏ Federal Express Pacific Inc.
๏ Hexus Outsourcing Services
๏ Igo2 Group Inc.
๏ IQOR Philippines Inc.
๏ iTOP126 Inc.
๏ MDM Systems Inc.
๏ Microtel Global Solotions Inc.
๏ Montpac Global Solutions Inc.
๏ My Cloud People Inc.
๏ NCO Philippines Inc. (EGS)
11. BPO in CSEZ
๏ Netcast BPO services Inc.
๏ OwensBPO Inc.
๏ S-Corp Philippines Inc.
๏ Sharesource Australia BPO Corporation
๏ Social Image Inc.
๏ Sutherland Global Services Philippines Inc.
๏ SV Human Resources Inc.
๏ Top Sellers Plus Inc.
๏ Txx Trixan Support Services
๏ Versar International Inc. Asia Pacific
12. BPO in CSEZ
๏ Woods and Day International Business Services
Inc.
๏ Zeniark Philippines Consulting Corporation
๏ 3MS Outsourcing and Production Inc.
(Source: CFZ Locatorโs Directory 2014)
15. Reasons for Outsourcing
๏ Transferring the entire function (not just the IT
component) to a qualified supplier
๏ Enhancing/improving methodologies
๏ Benefiting from industry knowledge or experience
๏ Streamlining or standardizing processes across
the organization
๏ Sharing resources or technologies
๏ Committing less up-front investment to new
methodologies or technologies
16. Reasons for Outsourcing
๏ Obtaining flexibility with respect to the roll-out of
methodologies or technologies
๏ Increasing productivity
๏ Quantifying savings or benefits
๏ Tracking customer satisfaction
๏ Enhancing shareholder value
18. Vendor Selection
๏ Scope of service required
๏ Experience
๏ Resources
๏ Geographic scope of the outsourcing
๏ Technology
19. Jobs in Call Centers
Entry level Voice sector
๏ Sales support
๏ Chat support
๏ Travel support
๏ Banking Support
๏ Technical support representative
๏ Customer support representative
20. Jobs in Call Centers
Entry level Non-Voice
๏ Back office data entry
๏ Accounts payable practitioner
๏ Finance practitioner
๏ Financial accounting practitioner
๏ General accounting practitioner
๏ Travel and expense
๏ Payroll practitioner
๏ Mobility practitioner
21. Jobs in Call Centers
๏ Customer assistance center agent
๏ Benefits service practitioner
๏ Learning practitioner
๏ Recruitment practitioners
๏ Employee data management practitioner
๏ Medical transcriptionist
22. Jobs in Call Centers
Entry level for IT
๏ Entry level programmers
๏ Help desk assistants
๏ Desktop support engineers
๏ Network administrators
๏ Business analysis
๏ Healthcare associates
23. Jobs in Call Centers
Entry level jobs for support functions
๏ Human resource associate
๏ Recruitment associate
๏ Training associate
๏ Employee relations associate
๏ Employee engagement associate
๏ Administrative associate
๏ Quality assurance associate
๏ Accounting associate
๏ Facilities associate
๏ Technical support associate
29. Planning Stage Steps
๏ 13. Term sheet
๏ Prepare term sheet
๏ Negotiate term sheet
๏ Identify key issues
๏ 14. Service contract(s)
๏ Determine contract(s) structure
๏ Determine parties to each contract
๏ Prepare contract(s)
๏ Negotiate contract(s)
๏ Identify key issues
30. Outsourcing as an Option
๏ An organization-wide directive to outsource non-
core business processes
๏ An effort to globalize/standardize business
processes throughout the organization
๏ An organization-wide to downsize or cut costs
๏ The reorganization of a business department ,
often in response to reengineering study
๏ The redirection of certain
methodologies/technologies in an effort to remain
competitive
๏ To enhance public perception
31. Why managers choose outsourcing?
๏ As part of the reorganization of all or part of the
business department
๏ As a means to cut business process costs
๏ As a means to focus more resources on business
process strategy
๏ In an effort to enhance performance
๏ As part of the roll-out of new
methodologies/technology
๏ In order to provide lacking expertise/experience
33. Forming the outsourcing team
๏ Within a particular
department being
outsourced
๏ One or all of the
following departments
๏ Purchasing
๏ Finance
๏ HR
๏ Legal
๏ Audit
๏ Tax
๏ Risk management
๏ Other affected areas
๏ Outside
34. Guidelines and Internal
Evaluation
1. Establish its top five to ten objectives for
outsourcing
Samples of objectives
โข Concentrating resources on core capabilities
โข Implementing a variable cost approach
โข Obtaining an immediate cash infusion (typically
associated with the transfer of assets to the vendor)
โข Improving overall performance
โข Improving efficiency
โข Improving end user/client satisfaction
35. Guidelines and Internal
Evaluation
๏ Keeping pace with industry trends
๏ Providing access to new methodologies/technology
๏ Reducing risks
๏ Sharing risks
๏ Implementing tools for growth
๏ Standardizing diverse methodologies/technology
๏ Facilitating migration to new
methodologies/technology
๏ Managing legacy methodologies/technology while the
customer or the vendor implements new
methodologies/technology
๏ Obtaining new or additional resources
๏ Providing flexibility to increase or decrease resources
36. Guidelines and Internal
Evaluation
2. determine whether outsourcing is desirable from a
business, financial, technological, operational,
regulatory, and legal perspective
3. determine whether there is any precedent for
outsourcing within the organization and learn how
employee, asset transfer, and other issues were
dealt with in previous or contemporaneous
transactions
4. investigate whether there is any outsourcing within
its organization of or relating to the particular
business process, who the vendors are, and the
status of the relationship
5. consider how outsourcing of the particular business
process will impact other areas within the
organization
37. Guidelines and Internal
Evaluation
Other considerations:
๏ initiate an investigation into whether any
approvals, authorizations, notices, or other
requirements are necessary pursuant to
corporate ordinance, regulation, or law.
๏ outline the benefits and risks of outsourcing and
assess whether the benefits outweigh the risks
38. Guidelines and Internal
Evaluation
Benefits:
๏ Cost savings/benefits
๏ Greater ability to
concentrate on core
business
๏ Implementation of wide
initiatives
๏ Sale of assets (moving
assets off books, capital
infusion)
๏ Greater resources to
move to new
environment/systems in a
faster time frame
๏ More/varied skills and
resources
methodologies/technolog
y
๏ Training expense
reduction
๏ Greater flexibility
Risks:
๏ Loss of control
๏ Difficulty in managing
costs
๏ Additional liability
๏ Difficulty bringing
business process back in-
house
๏ Reduced flexibility
39. Preparing a Time Table
๏ 2 mos โ 3 years
๏ Ideal set up - spend time define requirements,
perform due diligence, prepare a comprehensive
request for proposal, and negotiate the
transaction
41. Wait until There Is a Deal
Pros:
๏ Negotiating position is not compromised by employee
reactions/demands.
๏ Negotiations are not strained by fear that employees
will resign during negotiations (particularly if all
employees are not being transferred and severance is
not an incentive to stay).
๏ Less risk of leakage to the press.
๏ Avoid false alarmโif decide not to outsource.
Cons:
๏ Breeds distrust among the general employee
population.
๏ Employees may claim that they were not treated fairly.
๏ Allows employees little opportunity to evaluate
options.
42. On a Need-to-Know Basis
Pros:
๏ Breeds trust with employees.
๏ Likelihood that employees will not leave until they
know what the situation is.
๏ Mitigates employee claims that they were not
adequately informed.
Cons:
๏ Risk that employees will leave.
๏ Employees may claim that they were kept in the dark.
๏ Incomplete disclosure may result in unfounded
rumors.
๏ Possible loss of negotiation leverage since it may be
difficult not to outsource once announcements are
made.
43. Be Up Front from the Start
Pros:
๏ Breeds trust/loyalty with employees.
๏ Reduces risk of claims that employees were kept in
the dark.
๏ Often learning what employee concerns are helps in
the negotiation process.
Cons:
๏ Risk that employees will resign (particularly those who
will not be transferred to the vendor).
๏ Negotiation process may be driven by employee
reactions/demands.
๏ Poor employee morale may result in pressure to close
the deal.
44.
45.
46. Defining the Scope of
Transaction
Business Functions
๏ Be over-inclusive
๏ Include โunbundleโ option or separate pricing for
each process
Sites
๏ Local Taxes and Restrictive Laws
๏ Management Structure
๏ proof-of-concept phase- where a few sites are
outsourced, with the understanding that if the trial
period is successful, other sites will follow
48. Vendor Selection
Steps for vendor identification and selection
process
๏ 1. Appoint a vendor selection team (VST).
๏ 2. Establish qualifications.
๏ 3. Develop a long list.
๏ 4. Distribute the request for information (RFI).
๏ 5. Distribute the request for proposals (RFP).
๏ 6. Evaluate proposals.
๏ 7. Select a short list.
๏ 8. Select a vendor.
49. Vendor Experience and
Resources
Making the first move
๏ Obtain vendor information from industry
reports/surveys.
๏ โข Look at industry publications.
๏ โข Talk to other outsourcing customers.
50. Customer Due Diligence
๏ Issuing a RFI
๏ Talking to outsourcing clients
๏ Visiting outsourcing clientsโ sites
๏ Visiting vendor sites
๏ Checking customerโs previous experience with
vendor
๏ Performing a newspaper search for recent articles
๏ Checking litigation involving vendor
๏ Obtaining annual reports
๏ Obtaining industry surveys/reports
51. What the Customer Need to
Know
๏ Vendor Reputation
๏ Vendor History
๏ Financial Security
๏ Organization
๏ Resource Distribution
๏ Experience- Customer Environment
๏ Experience โ Industry
๏ Roll-out
๏ Customer Base/Reference
๏ Subcontractors/Partners
Systems Integration - integration of the current systems with the new system introduced by the vendor
Existing IT Outsourcing Arrangements โ reduce or terminate existing IT contracts?
Vendor Management โ Scope of responsibility and issues of non-performance of vendor
Source: CHED Memorandum Order No.34 S2012 BPO Courses
Source: CHED Memorandum Order No.34 S2012 BPO Courses
Source: CHED Memorandum Order No.34 S2012 BPO Courses
Source: CHED Memorandum Order No.34 S2012 BPO Courses
Source: CHED Memorandum Order No.34 S2012 BPO Courses