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Managing Business Process Outsourcing

June 2021 Examination

 

1.      India has successfully fought off competition from new and emerging outsourcing regions such as the Philippines, South Africa, East Europe and Latin America to retain its position as the world’s BPO hub, shows data released by Nasscom recently. Explain how the drivers of BPO have helped India emerge and maintain its leadership glabally as a BPO hub. (10 Marks)

Answer 1.

 

Introduction:

Business process outsourcing is outsourcing some of the non-core activities of the business to third parties. In recent years, this practice amongst multinational companies has become widespread. They try to focus on the core area growth and development by restricting the excess time spent on non-core activities.

 

2.      As the trend toward business process outsourcing (BPO) grows, companies are faced with a new learning curve. They need to understand the elements of establishing a successful BPO relationship, beginning with the proper contract vehicle, which can play a critical role in fostering the chances for success. Customers and outsourcers entering into a BPO arrangement face the same challenges involved in other outsourcing engagements, such as outsourcing of information technology functions — but there are also several challenges unique to BPO deals. Discuss the challenges and important aspects in BPO contract negotiation and monitoring.

Answer 2.

 

Introduction:

 

Since the opening up of the world's economies, the BPO industry has seen significant growth and development. There are multiple factors such as low-cost labor availability, lower production costs, and focus on core areas. Similar others are primary reasons for outsourcing activities or business by one multinational company to another. Various BPO key drivers have helped India to emerge as one of the favorite destinations for outsourcing activities. While entering into any Business Process Outsourcing contract,

 

3.      Transportation is a fiercely competitive industry, serving a demanding public — taking advantage of any opportunity to increase profitability by lowering operating costs is critical. The good news is that business process outsourcing (BPO) provides many opportunities to streamline operations and lower operating costs simultaneously. A renowned transportation provider that transports more than 2.2 billion passengers every year wanted to focus primarily on their core business, connecting people and communities. The complex and labor-intensive back-office operations, on the other hand, were consuming additional funds and bandwidth. The costs involved in receiving, sorting, and feeding ticket information into back-office systems were high. Additionally, the exception handling department, which mainly dealt with damaged/torn tickets, had to log in to five different solutions to resolve issues. The challenges associated with the in-house back-office department are outlined below:

a. High cost of labor and rising costs in future years

b. Turnover of entry-level personnel

c. Time consumed in the hiring process

d. Time and resources spent on the daily management of the teams

e. Regular dealings with vacation, sick days, etc.

a. Identify the specific processes which would be ideal for outsourcing in the above case. Give your reasons with examples. (5 Marks)

Answer 3a.

Introduction

Outsourcing is an essential factor for cost optimization, risk mitigation, decreasing production costs, and multiple other factors. Multinational corporations worldwide are outsourcing their activities to avail the numerous advantages that the BPO industry has to offer. It helps to provide low cost expertise in the areas or departments where the companies themselves cannot perform or generally incur colossal

 

b. What are the attributes which the company should prioritize while evaluating and selecting the right strategic partner for their outsourcing objectives?

Answer 3b.

Introduction:

Outsourcing is one of the major decisions that the various multinational corporations may undertake. It is undertaken after thorough planning and decision making and involves a lot of time of the top management. Since outsourcing involves, providing some third party with the task of undertaking certain processes of the organization, it is must to select the right partner.

 

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