BDO Presentation-Tayyab Shah

8/14/2019 BDO Presentation-Tayyab Shah

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Instaphone (Pvt.)

Ltd

89-I, Jail Road

Lahore, Pakistan



Importance and benefits of

BPO

• On-time Environment

•Concurrency

• Reliability

• Reactiveness

• Dynamic Resource Allocation

• Distributed Environment



Opportunities• Optimization OF business performance

- Increases service quality.

- Helps companies to focus on core areas

- Reduction in costs

- Assurance of best practices, skills, andtechnology



Proposed Outsourcing• Customer support

• Performance analysis

• Accounts

• Human resource management

• Management process formulization

• Field expertise

• Catering to the changing customer demands



Disadvantages of Outsourcing

• Outsourcing cost

• Time factor

• Administrative control

• Confidentiality and security of organizationalissues

• Loss in organizational flexibility to react tochanging customer needs

• Loss of in-house talent development

• Immense change in organizational culture



Force for Good Indeed

With all these pros and cons in observation,outsourcing can still not be neglected as a forcefor the good of the organization. These may seemto be a threat to the organization but it can alsobe converted into opportunities and strengths.



The benefits of conductingfeasibility studies in customer

services are:• Service level requirements man power

specifications are clarified and agreed uponbefore development work is undertaken;

• Features can be reconciled with availablebudgets;

• The project can be canceled at an early stage if it is found to not be feasible to undertake as

intended (Probation phase of business processoutsourcing).



Projection of business plan

• Examine Your Workflow Procedures

• Core Strategies for Success

• Invoicing and Payment



Mistakes To Avoid

• Low staffing level

• contract provisions

• budget for adequate training time



Maintain Momentum

• Constant communication

• Reporting

• BPO develop and implement an action plan whenthings go awry.



Risk Management

“Top 10 gotchas“

• Latency matters

• SLA monitoring

• The form of the SLA

• Carriers in the middle

• Start-up troubles

• Back-end system performance

• Failover mechanisms

• Start of day

• Security

• Changes



Cost Analysis

• Start-up budge

– Investments

– Contributions in cash and in kind

• Operating budget

– Labor force and handling cost

– Running costs

–Treatment costs

• Income



Human ResourcesRequirements

• Business and administrative staff

• Entrepreneur

• Technical staff

• Team management

• Welcoming new employees

• Training

•Motivating the team



Facilities and Utilities

• The location

• The infrastructure

• Electricity

• Telecommunications

• Tools



Commercial Strategy

• Marketing and communication

• Sanction plans

• Partnerships



CASE STUDY



With the current setup in hand, there is availability

of resources in Insta; there is a running setupwith a fair amount of inventory on hand thatincludes:

• Premises

• Manpower

• Terminals

• Administrative Body

•Miscellaneous obligatory elements



• What should concern us are the SOPs (standard

Operating Procedures) that need to be developedwithin this firm before it steps into the businessflow.

• SOPs for every thinkable process that Insta mighthave to perform in the future need to be developand communicated throughout its administrativebody.

• Managing resources will be the next big thing todo before Insta start outsourcing. We will need tokeep a track of every resource available at handfor the best outputs and efficient work

procedures.



• Lastly, not the least is the financial aspect, thebiggest cost in the occurrence of a new setupbusiness is the initial inventory and premises

cost.

• With no start-up costs on hand all Insta will needto keep a track of are the running costs of thissetup, which run from infrastructure cost tomaintenance costs to managing human resource

cost.


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BDO Presentation-Tayyab Shah

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