Catindig, Marc Gian C.

BSBAMM 2-1

1. Why need a BPO?

Allows a company to concentrate more of its resources on operations that
set it apart from competitors. Better performance and quality. BPO providers are
in a good position to perform work with improved accuracy, efficiency, and speed
because business processes are their primary business. Enables business owners
to reduce the burden of work and concentrate on other core aspects of their
operation. Outsourcing to a third-party company, which is already well-established
and has the relevant experience in providing services, is a much more convenient
option.
2. What are the steps in Business Process Outsourcing?
1. Plot and Prepare
It’s important that you conduct thorough research when you’re seriously
considering outsourcing. Set up a meeting with your management team to discuss
the goals you wish to achieve through this venture, including a contingency plan
should the move prove to be unsuccessful. Also, don’t forget to notify the people
that will be affected by your move – your employees, your investors, and your
customers (if needed).

2. Strike a Partnership with the Right Outsourcing Company

All the pros and cons have been considered and the plans have been finalized –
it’s time to start looking for a business process outsourcing provider (BPO). Picking
an outsourcing company is easier said than done, in fact it can be tricky. Don’t fall
for fancy websites, cheap pricing or smooth talking sales managers with promises
that are too good to be true. Ask around, check the company’s track record,
testimonials from clients, infrastructure, pricing and management. Keep in mind
that what would best benefit you is a provider that understands and satisfies your
business needs.
 3. Delegate and Restructure
Once the deal is signed, it’s now time to delegate. Your chosen outsourcing
company will start hiring and training your new personnel. Patience must be
exhibited during this period as it will still take some time before you can formally
launch the new setup since your new personnel will need to undergo training. It is
ideal to be actively involved throughout the whole process for added efficiency and
support. Also, transfer employees who will be affected by this change to a different
department where they can be more productive.

4. Provide Controlled Presence

The period of adjustment may take longer for others but it shouldn’t be that big of
a concern as long as they catch up with the program. Track the progress of both
new and existing employees. Reward the top performers and as for those who
aren’t doing well with their assigned tasks, re-training or coaching must be
provided. Don’t hesitate to talk to your provider if you see something you don’t like,
and likewise don’t forget to acknowledge what progress they’ve made.

5. Evaluate the Performance

Constantly get feedback from your customers throughout the adjustment period.
You can evaluate the growth of your business based on the provider’s performance
at the end of the adjustment period. If you’re satisfied with the result, you may
make changes to extend your business contract with your BPO provider. If not,
you can either discuss improvements with the provider or part ways or end the
contract.

3. How to use the tools of Business Process Mapping?

Business Process Mapping is used to document a current process and to model a
new one. Its purpose is to gain a detailed understanding of the process, people,
inputs, controls and outputs, and then potentially to simplify it all, make it more
efficient and/or improve the process results. There are four major steps to a
mapping initiative:

Identify the process. Clearly define what is being mapped and what you hope to
gain from it. Make sure the scope is appropriate for your goals.

Gather information. Observe and study the steps involved, capturing who, what,
when, where and how it’s all occurring. Get down to the necessary level of detail.
Keep digging and breaking down the process into more detail.

Interview participants and stakeholders. Talk with the participants in the process
as part of your mapping to understand what they are doing. This also often helps
to uncover inefficiency, miscommunication and potentially better ways to do things.

Draw the maps and analyze. Document it all in your Business Process Mapping
software, and now you will have the basis for in-depth analysis and interpretation.