spanco bpo project

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<p>Chapter 1:</p> <p>Rationale for the study</p> <p>The needs to identify, understand, assess as well as evaluate BPO industries mainly towards recognizing of such training and development. The one objective is to integrate cases and literature studies that adhere to training development of BPO industry as the research is vital in order for Oman's BPO presence is of effective stature in terms of training and development. Other initial objectives will deal to BPO as noted and discussed by various researches in form of secondary resources that leads to main research methodology and that is, case study utilization approach of certain BPO industries being known about for Oman industries to follow and have it as an ideal reference. In global workplace, there was tremendous growth in business processing outsourcing (BPO). Many industries are establishing effective centers, back offices and other offshore enterprises in developing countries in an attempt to reduce costs. The research focuses on training development area of BPO industry, business establishments' training domains. The outlining of training development faced in offshore outsources destinations, investigate some of1</p> <p>the reasons for breakdowns in communication. The identification of managerial challenges and opportunities faced by business process outsourcing (BPO) firms in Oman by means of interviewing 25 executives in lower, middle as well as upper management in a total of at least 3 BPO industry. Content analysis of the responses will be revealed upon human resource training and development related challenges as a critical issue to tackle into. The application of SWOT analysis will be covered for future training opportunities linking to knowledge process outsourcing. Another secondary data presenting in global research agencies and Oman's national trade association, will be supporting outcomes. BPO changes to address challenges as well as to exploit training development opportunities will be explored in research.The purpose of research is to examine the factors that drive firm's decision to invest in training in Oman's business process outsourcing (BPO) sector, research aims to consider much-neglected area and often cite the need to consider external factors, especially needs of the organization's clients in firm's decision to train. The research will employ case study research strategy using semi structured interviews, organization based documents and some non participant observation. Employee turnover, competitive strategy, client specifications and quality management systems were important factors in shaping the nature and extent of training development. The temporal dimension of process was significant in influencing volume of training. The study will be finding out if learning and development were inextricably intertwined with its operations management, as against BPO's HR infrastructure. HRD research adopt inward looking approach, the study offers fresh insights by adopting an outward-looking approach and considers the impact of an organization's clients on provision of training. The study's distinctive contributions are in identifying the influence that client specification, employee turnover, temporal and geographical dimension of processes have on provision of training and, in analyzing the critical and unexplored link between firm's market orientation, learning orientation, and quality management systems, in shaping the nature and extent of training provision. Research extends the current theory building debates and provides insights for practitioners and education policy makers about training decision making in BPO firms.Some service provider firm in an outsourcing relationship is distinct from typical firm because it is not stand alone organization and fits somewhere in between the value chain of its client's business. Thus, conventional factors like wages, capital, rent, energy consumption cannot appropriately determine a Business Process Outsourcing (BPO) firm's productivity. Aside, academic research is silent on the factors that2</p> <p>influence the performance of BPO firm even though the issue is pertinent from the perspective of the host country, the sourcing firm, the global outsourcing industry and of course the service provider firm. In this research, there will be embarking on in order to explore the latter factors.Research will be situated in human resources development literature and consider area and often cited need to consider external factors, especially the needs of an organization's customers/clients in firm's decision to train (Bing et al., 2003; Short, 2006) Through case study methodology, there examine factors that drive firm's decision to invest in training in Oman's information technology enabled services sector as well as BPO. Thus, Smith (2000) has "argued that phenomenon of enterprise training is too complex to be explicated by survey methodologies". Aside, research on enterprise training needs alternative research strategies such as case study research to uncover the complex interactions in training decision-making, especially when the phenomenon and the context cannot be separated. Qualitative case study methodology is one such strategy that can yield valuable insights about the phenomenon by allowing it to be studied in its natural settings (Yin, 2003) External factors, such as clients' needs, are particularly important given the distinct features of business process outsourcing (BPO) industry, such as the high level of interdependence between a service provider and the client firm, and the dynamic nature of its business environment (Banerjee, 2004). In addition to the factors identified in the extant literature that explain a firm's decision to invest in training (Smith et al., 2004), the distinctive contribution is in identifying the influence of a firm's market orientation, learning orientation and quality management systems on the nature and extent of training in firms in BPO sector. There provides novel insights into reasons for variation in training by considering a temporal dimension of an organization's process or project life cycle, its competitive strategy and the interactions between various organizational capabilities. The rest of research is organized as follows first, brief discussion of structure of Oman's BPO sector. Second, reviewing the literature relating to drivers of training in industries as there primarily informs objectives of research. Third, presenting methodology employing rationale of research study. Fourth, presenting ample analysis and findings concluding research implications.</p> <p>3</p> <p>Chapter 2. Objective of the Study</p> <p>In a development that promised to change the face of the Indian business process outsourcing (BPO) industry, global giant IBM announced in April 2004, its plan to acquire Daksh e-Services, one of India's largest BPO companies. Within a week of this announcement, Citigroup also announced its plans to increase its stake in its Indian BPO subsidiary to 100%. While some saw these developments as vindication of India's emerging status as a services superpower, others believed that these acquisitions could be reflective of a lacuna in the management of these BPO companies. Government and Business Environment Case Study,Indian business process outsourcing (BPO) industry, Business process outsourcing, Daksh e-Services, Comparative cost advantage theory, Information technology enabled services (ITES), e-Serve International, Customer Relationship Management, Unemployment, Mergers and acquisitions, Productivity,Business Environment Case Study, Low cost destination, NASSCOM (National Association of Software and Service Companies), International trade, free trade,4</p> <p>Citigroup, Off-shoring hotspot A comprehensive report on Indias BPO industry maps out Indian BPO industrys next wave of growth and paints a vision for the future. The study has been done from the point of buyers, third-party vendors, captives and policy makers. It is attempted to serve as a comprehensive and authoritative reference point for all stakeholders. The study deep-dives into the true differentiating factors and also what needs to be done to sustain long-term value proposition of the Indian BPO industry. Over 60% of the Indian BPO industry has been physically interviewed during the course of this study, in addition to over 30 buyers who were interviewed to shape this mammoth study making it the biggest survey of the Indian BPO industry to date. Insightful analysis is backed by several supporting graphs and figures to derive knowledge-based, meaningful conclusions and reveal newly-emerging trends. Real issues, challenges as well as opportunities have been mapped and deliberated upon from multiple perspectives. Besides administering prescriptions for providers and buyers, the study also proposes recommendations for institutionalizing state-led/supported initiatives to propel growth.The study provides in-depth details on the Indian BPO industry from a wide-range of perspectives. Business Process Outsourcing [BPO] is defined as the delegation of one or more business processes to an external service provider who in turn owns, manages and administers the selected processes, based on defined and measurable performance metrics. BPO services in India are spread around cities where basic IT and communications infrastructure exists and is being developed. Ahmedabad, Bangalore, Chennai, Hyderabad, Kochi, Kolkata, Mumbai, NCR (Delhi Noida, and Gurgaon) and Pune are the nine cities where 90% of ITESBPO situated. It is also spreading to new cities like Jaipur, Bhubaneshwar, Lucknow etc. where ITC infrastructure is developing and also the man power cost is lower.At present majority of BPO service are centered around medical transcription, call centre, back off office operation etc. however, more high end jobs are coming to India as the confidence level posed by international companies on Indian market is increasing. It is expected that the BPO services in other field will also pickup substantially and India would continue as a major destination in BPO.</p> <p>5</p> <p>Chapter 2.1 Title of the Project</p> <p>The BPO industry is having a huge potential for job opportunities. It is providing mostly white collared jobs yet it is having great potential of absorbing persons with disabilities with adequate qualifications and training in most of its operations. Dealing in a global scenario most of the BPOs are maintaining good infrastructure and having accessible premises where PWDs would not find it difficult to access the workplace or the facilities. The pick and drop facility being provided by most of the BPOs makes it easy to reach the workplace for persons with disability. Also since most of tasks are extremely specialized and the employees generally do not need to be involved in many functions, it makes it easy for PWDs to work as they can be placed on the task most suitable to them and with the proper training they can perform well. The training organizations and NGOs working with PWDs need to work on the providing the appropriate training for jobs in BPO sector and need to maintain the quality of the training, so that the PWD trainees can perform well. Communication and computer knowledge are the fields in which training needs to be provided.Many companies are taking proactive steps in promoting employability of persons with disability; such companies can be approached for the technical6</p> <p>help in upgrading the programme.The information about units in a BPO and its functions can be taken as a reference to understand the required skills for the job in BPO and training centres can groom the PWDs with adequate training for meeting those demands. Good communication skill and good computer knowledge are the key skills required for most of the jobs in this sector and any Persons with disability with these skills can be absorbed in the companies in this sector. Quality is the most important aspect of service delivery and hence training organizations need to be very cautious about the quality of training being provided.Some companies are also having non voice operations, which require the person to work on computer, but do not require them to make or receive calls. Such jobs can be explored for persons with hearing impairment however having a good written communication skill.There is a need of collaborative effort involving companies and training institutions and NGOs working with persons with disabilities to join hands and work together to provide quality training to persons with disabilities which can be transformed into gainful employment.information technology (IT), India has built up valuable brand equity in the global markets. In IT-enabled services (ITES), India has emerged as the most preferred destination for business process outsourcing (BPO), a key driver of growth for the software industry and the services sector. According to Goldman Sachs, the global BPO market will be $585B in 2005, and India will own 5% .India has rapidly achieved the status of being the most preferred destination for BPO for companies located in the US and Europe. The availability of low cost skilled manpower, a huge English speaking population, and appropriate infrastructure have been the main reasons for these companies outsourcing their operations to India. With the Business Processing Outsourcing (BPO) industry flourishing in India, more and more companies began establishing operations in the metropolitan cities to capitalize on available human resource talent and physical infrastructure. However, the prodigious expansion of BPO companies in select metropolitan cities caused intense competition for available talent and this led to frequent poaching of staff. Also, many employees considered a BPO job as a short-term one and opted for higher education or business management studies once they had earned enough money to support their higher education plans. These factors resulted in high employee turnover and in turn increased recruitment and training costs for many BPO companies.</p> <p>7</p> <p>Chapter 2.2: Objectives of the Study</p> <p>The uncertain economic condition has rocked all kinds of businesses, across sectors and regardless of size or specialization. With a global recession underway, the BPO industry cannot remain unaffected. Already the crisis in the financial markets has dampened deal flow in the BPO sector. The number of BPO deals (tracked by ValueNotes) dropped from 430 in the year 2007 to 302 in 2008. Amid all this turmoil and pessimism, BPO companies are putting up a brave front, and gearing up to face the year with innovative strategies to fight margin pressures instead of worrying over who moved their heese. While the first quarter of 2009 will be slow for the BPO industry, we expect increasing activity in the later part of the year. Cost rationalization will become a compelling reason for corporates to consider outsourcing/offshoring in their strategy.We hav...</p>