NMIMS Managing Business Process Outsourcing June 2021 Solved Assignment

Managing Business Process Outsourcing 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 globally as a BPO hub. 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 &mdash but there are also several challenges unique to BPO deals. Discuss the challenges and important aspects in BPO contract negotiation and monitoring. 3. Transportation is a fiercely competitive industry, serving a demanding public &ndash 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 labour-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. b. What are the attributes which the company should prioritize while evaluating and selecting the right strategic partner for their outsourcing objectives