Dear students, get latest Solved assignments by professionals.
Mail
us at: help.mbaassignments@gmail.com
Call
us at: 08263069601
NMIMS plagiarism proofed assignments available.
Managing Business Process Outsourcing
September 2022 Examination
Q1. BPO is often
considered to be a high-risk project for an organisation. Every organisation will face certain risks that need to be evaluated and for which appropriate
mitigation measures need to be determined.
List out the various risk factors involved in outsourcing of Call center for customer
support process and
digital marketing to a BPO
for
a
Automobile manufacturing company. (10 Marks)
Ans 1.
Introduction.
Providing good
customer service is a key component to maintaining the ongoing success of your
company, therefore, call centers employ a different set of strategies in every
organization. This strategy is set to achieve one common goal which is to
deliver exceptional customer service experiences. The alternative is embracing
cloud computing where a different organization managesits call centers that are
cloud calling. This is a type of unified communication as a service (UCaaS)
that offers voice communication through a third-party host thus replacing the
need fora collection of technologies that may include traditional office
telephone, softphones,and private
Q 2. Describe the conceptual
model
of
BPO
strategic
partnering
with
reference
to
the following:
a. Readiness for outsourcing
b. Selection of
an appropriate BPO partner
c.
Tender negotiation
(10Marks)
Ans 2a.
Introduction
BPO is generally seen as the delegation of entire, or parts
of, organizational business processes to a third-party provider including the
hardware and software that supports those processes. An example is a leading
company that is Paws and Whisker. They choose the best processes because in the
organization there are those clients who understand or feel by the use of
electronic mail will help them solve their issues while there are others that
may prefer a live call. The process of Business Process Outsourcing (BPO)
is the concept of hiring another
outside business or company to fulfill a process that your business needs to
operate.
Q3. Banks have often built the majority of their technology solutions in-house in the past, this
has
changed gradually in recent years for a number of reasons, including
costs, speed to market, and
access to innovation and expertize. XDFL Bank's outsourcing-focused
approach has been led by its desire to concentrate resources on meeting clients’ banking
needs.
Part of a larger financial services group, the bank has a small but growing share
of domestic household lending and retail deposit markets, with growth driven by marketing
to the parent
group’s clients and by generating new business. The bank serves customers
via both digital channels and a branch network, with a particular focus on high levels of
automation and
investment in self-service delivery channels.
“Any bank’s systems must provide high availability, high levels of security
and
have the ability
to cope with periods of high transaction volumes. Indeed, the ability of a bank’s
underlying operating
infrastructure to deliver on these expectations
is critical to maintaining client
trust," said the bank’s
head
of IT.
From an IT perspective, the bank’s strategy has been to outsource system support and
development as much as possible: it brought in all of its 80—100 systems -
from core banking
to reporting to applications supporting its digital channels. This
means the primary responsibility of its 30 in-house IT staff is to govern and manage relationships with third-party vendors.
The key
reason for choosing an outsourcing strategy was to help the bank to focus on meeting customers’ banking needs; IT supports
this aim, but it is not a core competence
integral to
the bank’s ability to
serve customers.
“Rather than competing to recruit today’s developer skills, the bank decided it was better
served hiring staff that can combine a number of skills, including developer experience,
project and vendor management to ensure that we work effectively with third-parties to deliver superior banking
services to clients,” explained the bank’s head of IT. The bank’s approach to service development
is customer-driven and
agile,
which
means it tends to make a lot of incremental changes on an ongoing basis, rather than launching big projects
or releases. Despite only
hiring around 30 in-house IT employees, the total number of people
working on the bank’s
IT infrastructure across
all vendors
runs into
the
hundreds.
a. Does XDFL Bank's approach on outsourcing give itself an advantage in terms of managing risk
better? Justify.
(5 Marks)
Ans 3a.
Introduction
Banking services are perceived as commodities just like
electricity and cellular services. Many customers do not decide where to bank,
they begin to bank at an institution that is close at hand or one that is most
convenient when they want to start an account. Where there is competition among
institutions, there is a need for this institution to use a business procedure
Q 3b. What would be the factors on which the success of the outsourcing endevour of the bank be
most dependent on? Explain in brief.
(5 Marks)
Ans 3b
Introduction
Financial institutions delegates one or more project
processes to an external provider that in term of Administrates, owns the
selected processes based on measurable and performance metrics. Banks highly outsource
processesto support the business acquisition and account servicing activities
associated with the customer lending lifecycle. These processes are usually
defined by industry analysts and advisors. Manufacturing industries may deal
with a
Dear students, get latest Solved assignments by professionals.
Mail
us at: help.mbaassignments@gmail.com
Call
us at: 08263069601
NMIMS plagiarism proofed assignments available.
No comments:
Post a Comment
Note: Only a member of this blog may post a comment.