NMIMS MANAGING BUSINESS PROCESS OUTSOURCING ASSIGNMENT DEC 2021

MANAGING BUSINESS PROCESS OUTSOURCING 1. 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. 2. Contracting and contract management are the baseline for a successful BPO project to maximise value for your organisation. Your organization appoints you to negotiate with a potential BPO partner for outsourcing of logistics and supply chain processes. How can you ensure that the contract reflects the best interests of your organisation 3. 'Paws & Whiskers' P&W is one of the leading and well-known online pet stores that offer trendy apparel and pet-related accessories. They are well-known for their fast and secured delivery of pet products to their global clients. P&W was looking for a reliable and cost-effective service provider who could help them with email support services along with delivery-related support for their business. They were overburdened with the operations and wanted a service provider who could reduce their workload. Considering the client's requirements and business challenges, an BPO in India devised a project plan for the client. They initially started with a trial week to understand the scope of work and the types of customers we would have to handle during the project. The main aim of this exercise was to get rid of the backlog and understand the project to scale up. They hired a highly skilled and experienced team who underwent a training program for 5 days which made them project ready. Each of the members was assigned a daily target to resolve the open tickets which would be further delivered to the client's portal. Despite being a spike in the email volumes, the BPO was able to deliver the best quality services to the client. The client was not only impressed by the quality of the email support services delivered but also the cost-effectiveness of the entire project. They are now considering possiblity of outsourcing a few more of their business processes. a. Which business processes could the company consider for further outsourcing Justify you answer. b. Would a strategic partnership be possible between the BPO and P&W Justify your answers providing pros and cons of the decision.