I recently spoke at the BPO India Forum event on the topic of Workforce productivity & the role of services workforce in BPOs in driving end consumer experience. I have suggested an approach for organizations to achieve significant improvements in service delivery while keeping costs constant, thereby allowing the BPO to achieve non-linear growth.
For more than two decades, the outsourcing industry has consistently addressed critical business needs such as
cost reductions and efficiency improvements. Outsourcing services have also empowered businesses to focus
more on their revenue generation processes such as production, sales and business expansion. However,
expectations have increased dramatically over the last few years and businesses now demand a lot more from
their outsourcing partners. Due to rising competition, new desirables such as quality improvements, customer
satisfaction maximization, process value-additions and effective management of SLAs, have been added to the list.
These are the primary reasons that have made it necessary for outsourcing firms to provide enhanced quality
assurance for outsourced projects.
Find attached herewith my Curriculum Vitae that provides chronological account of my work experience including responsibilities that I held at every designation and my career aspirations.
For more than two decades, the outsourcing industry has consistently addressed critical business needs such as
cost reductions and efficiency improvements. Outsourcing services have also empowered businesses to focus
more on their revenue generation processes such as production, sales and business expansion. However,
expectations have increased dramatically over the last few years and businesses now demand a lot more from
their outsourcing partners. Due to rising competition, new desirables such as quality improvements, customer
satisfaction maximization, process value-additions and effective management of SLAs, have been added to the list.
These are the primary reasons that have made it necessary for outsourcing firms to provide enhanced quality
assurance for outsourced projects.
Find attached herewith my Curriculum Vitae that provides chronological account of my work experience including responsibilities that I held at every designation and my career aspirations.
Maximizing your Global Delivery Strategy (ADM Outsourcing)Steven Hall
Want to really understand how to maximize performance in an outsourced ADM environment? Global Delivery is powerful, and with some straigh-forward rules, can increase productivty and improve software quality.
Solis Invicti Consultancy Pvt. Ltd. is a Mumbai based headhunting and manpower recruitment firm and also specialize in providing HR Consultancy Service,BFSI Sector Jobs,Permanent Staffing Solution,Executive Search and Selection in India,Executive Search
Service Product consists of Flower of Service and its functions. Here, I have taken example of Banking Sector, to understand well about how banking sector is related with the Flower of Service. I have explained Delivery Process, Core & Supplementary Service as in Service Marketing.
Contact Center Processes - Best PraticesBrian Hughes
Call Centers remain the crucial touch point in Customer Relationship Management (CRM). To help companies win additional customers and market share, they must give customers superior service while delivering measurable business value at low cost. Optimizing operational processes – in addition to customer delivery processes – helps call centers meet these goals. This paper describes how organizations can use this approach to achieve “Top Box” performance in customer delight while significantly reducing costs and improving enterprise competitiveness.
Maximizing your Global Delivery Strategy (ADM Outsourcing)Steven Hall
Want to really understand how to maximize performance in an outsourced ADM environment? Global Delivery is powerful, and with some straigh-forward rules, can increase productivty and improve software quality.
Solis Invicti Consultancy Pvt. Ltd. is a Mumbai based headhunting and manpower recruitment firm and also specialize in providing HR Consultancy Service,BFSI Sector Jobs,Permanent Staffing Solution,Executive Search and Selection in India,Executive Search
Service Product consists of Flower of Service and its functions. Here, I have taken example of Banking Sector, to understand well about how banking sector is related with the Flower of Service. I have explained Delivery Process, Core & Supplementary Service as in Service Marketing.
Contact Center Processes - Best PraticesBrian Hughes
Call Centers remain the crucial touch point in Customer Relationship Management (CRM). To help companies win additional customers and market share, they must give customers superior service while delivering measurable business value at low cost. Optimizing operational processes – in addition to customer delivery processes – helps call centers meet these goals. This paper describes how organizations can use this approach to achieve “Top Box” performance in customer delight while significantly reducing costs and improving enterprise competitiveness.
Retail Domestic Business Services (BPO) in India - Future group experienceRajiv Prakash
This is a presentation made at the Domestic Business Services session at the NASSCOM BPO Summit held in Bangalore in June 2009. The presentation describes the experience of India's leading retail group, Future Group in creating a new venture - Future Knowledge Services to provide retail business and technology services to the group. The presentation also presents perspectives on Domestic BPO in India and business services/BPO in the retail sector. It also showcases diverse new technology enabled business capabilities developed for the retail business - a critical requirement for new retail businesses in India.
Visionet’s Real Estate Owned Management System (VisiREO) provides comprehensive REO Management functions including: eviction management, property and expense management, repair, valuation and marketing strategies, broker/vendor selection, contract negotiation, and escrow/closing services. In addition, VisiREO provides management of special situations that arise during the REO lifecycle such as environmental conditions, litigation and title issues etc.
VisiREO is a state-of-the-art web-based REO Management system which offers a competitive advantage when providing REO outsourcing services and related products. VisiREO automates business processes and facilitates data availability, integrity, and reporting. It has a configurable architecture for streamlined integration with third party systems.
Presented during the High Performance Marketing Conference 2012, organized by Accenture on February 9th 2012.
This presentation was given by Roy Scheerder of KLM, and looks at how KLM implemented it's multi-channel customer care program.
Presented during the High Performance Marketing Conference 2013, organized by Accenture on January 24th 2013. This presentation was given by Wim van Gils of Philips.
Innovative Outsourcing Deal Structures by Trowbridge Group Innovative Outsourcing Deal Structures by Trowbridge Group Innovative Outsourcing Deal Structures by Trowbridge Group, Ben Trowbridge, CEO & Managing Partner, Trowbridge Group, outsourcing, innovative, January 25, 2005
Conferencia Simultánea CISCO / Logicalis
León Grekin, Director Financial Services - Cisco Systems, Inc.
12º Congreso Internacional de Tecnología para el Negocio Financiero
Microsoft Dynamics NAV iBuild™ seamlessly integrates all departments of a company to enhance productivity and maximize efficiency while maintaining a familiar and user friendly environment.
Microsoft Dynamics NAV iBuild™ centralize your critical estimating, sales, project management, workforce management, and financial information to help you better control budgets, schedules, operations, customer relationships, and the profitability… it is also easy to customize, learn, and implement. It includes a fully customizable reporting module.
This presentation shares a case study of pioneering work completed with Northwestern Mutual, in which we identified and proved a series of leader behaviors that predicted productivity performance. I served as the program's agency lead and lead planner.
Planning Expansion and Adding Scope to your Current Shared Services OperationScottMadden, Inc.
Successful scope expansion for an existing shared services operation requires careful planning. Scope expansion can take a number of forms such as new services, new customer groups, and new geographies. “Shared Service Expansion” is the fourth session of a HR Shared Services learning series that ScottMadden is presenting along with Shared Services & Outsourcing Network (SSON). In this session, we cover an approach for planning expansion and keys to adding scope while balancing the demands of your current shared services operation.
South Florida HDI Virtual Event: IT Alignment and Value Network MetricsEddie Vidal
South Florida HDI is continuing to expand their presence outside of South Florida with their first ever webinar, sponsored by Cherwell. Our goal is to increase contributions and knowledge to the IT professional community in Latin America and Caribbean markets. In addition, this allows us to take advantage and reach other HDI members and non-members throughout the United States. The South Florida HDI chapter has been commended for their innovation and growth within the HDI community and this is another step in our growth.
Keynote Presentation by Dell's Bill Payne
Session Name: IT Alignment and Value Network Metrics: A Wake-Up Call.
Bill’s session will challenge IT executives to transform and elevate the way they measure, manage, and communicate the value of their IT services. By leveraging key concepts from the underleveraged ITIL service strategy area, IT alignment and value network metrics have the potential to clearly communicate business value in terms that are meaningful to the business.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
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The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
1. Transforming the Services
Workforce
Deriving maximum returns from the biggest cost heads of
Customer Service
Najmuddin Jabalpurwala
Note:
Any re-production or re-use of any of the frameworks/models mentioned in this document must be done only after prior
approval from the author
2. Contents
A brief history of Indian BPOs & the evolution of Workforce
practices
Impact of Customer Service on overall Customer Experience
Issues in managing workforce productivity to derive maximum
throughput
Workforce as a catalyst to drive better Customer Experiences
Role of I.T. in improving workforce related processes
3. The evolution of Indian BPOs & their
Workforce practices
• Large/Stand • Multiple Client • Process • Customized
• Process Focus
Alone model processes Excellence Offerings
• Move Off-shore
• Basic Care / • Focus on Back- • Entire Front & • Analytics driven
• Global Delivery
Telemarketing Office Back-Office insights
Late Early Mid Current
The Future:
90’s: 2000’s: 2000’s: Scene:
True
Market Move OPEX is Insights
“On-Demand”
Frenzy OffShore KING & Value
• Frenzied Staff • Quality • Schedule Mgt. • Increased • Optimized
Hiring Monitoring • Multi-Skilling focus on Costs Workforce
• Focus on inc. • Focus on SL • Capacity • Focus on • Standardized
Capacity only management Planning Productivity KPIs across levels
4. Outsourcing Service Providers going
up the Value Chain
• Analytics &
Research Value Chain
• KPOs TRANSFORMATIONAL
• CRM Competitive Advantage
“Make Me Money”
• F&A
• Healthcare
ENHANCEMENTS
• Legal Effectiveness-Focused
“Make It Better”
• Data Entry
• Payroll/HR
UTILITY
• Basic Customer Efficiency-Focused
Care (Voice) “Make It Cheaper”
5. What consumers expect from their
interactions with the organization…
Accessibility Speed
Quality of Service Knowledgeable Staff
C-Sat as a function of Expectations – ATMs score highest in terms of c-sat while Call Center scores third behind Branch channel (for similar service requests); indicating that the “human factor” is playing a decisive role in shaping c-sat.Customers are most likely to consider good customer service as the main factor for choosing a bank, cited by over 2/3rd of the respondentsCustomer Expectations for services is constantly rising. (FICCI quotes this to be no.1 challenge facing banks in India)Call Center is still behind Branches & ATMs as preferred channel (both urban & rural)Research showed that more than 50% existing BFSI consumers DO NOT consider the call center as capable of satisfying their needs!More than 38% feel Branch channel to be MORE convenient to get serviced rather than the Call Center