BPO JAM TOPICS

SOURCE: Source is nothing but information. For every organization important

asset is information, without information the organization can’t run its
operations.

OUTSOURCING: If any organization seeks information from outside of its

organization, then it is called as outsourcing.

INSOURCING: If an organization collects information from itself, then it is called in

sourcing.

BUSINESS PROCESS OUTSOURCING (BPO): If one or more IT companies outsource

its non core activities to external provider, eventually which turns its own.

AREA’S WHERE BPO IS PLACES A KEY ROLE:

 Call centre
 Health care
 Back office
 Bank transactions
 Insurance

STAGES OF BPO:

 ASSESSMENT: This is the first stage of BPO. In this stage the buying
company conducts a thorough assessment of their sourcing needs. And
form a leadership team to execute their plane.
 PROPOSAL: Once a company decided to outsource to external provider
they must identify the capabilities to best match their needs. In order to get
information from suppliers, the company will create and send at least one
of the following documents to external market: REQUEST FOR
 INFORMATION (RFI), REQUEST FOR QUOTES (RFQ), or REQUEST FOR
PROPOSAL (RFP).
 DUE DILIGENCE: This is the process of gathering and evaluating information
about each other’s capabilities in order to form a solid and structured
relationship.
 CONTRACTING: This stage occurs both parties are prepared to formalize
their business relationship through a written agreement. The companies
will negotiate the specific terms of their relationship and will sign a
contract, typically either master services agreement (MSA) or a service level
agreement (SLA).
 TRASITION: After the contract is signed, the two companies will begin
transitioning resources and responsibilities from the buyer to the seller.
 GOVERNANCE: This stage is typically the longest because it involves
managing the business and maintaining a working relationship throughout
the duration of contract.
 REPATRISTION/TRANSFER: The last stage of out sourcing, repatriation
involves the transfer of resources and responsibilities back to their original
companies.
 COMMUNICATION:

COMMUNICATION

BASED ON CHANNELS BASED ON PURPOSE

VERVBAL NON-VERBAL VISSUAL FORMAL INFORMAL

COMMUNICATION COMMUNICATION COMMUNICATION COMMUNICATION COMMUNICATION

SINGLE STAND
ORAL DOWNWARD COMMUNICATION
KINESICS COMMUNICATION
COMUNICATION

GOSSIP CHAIN
WRITTEN UPWARD
COMMUNICATION ARTIFACTS COMMUNICATION

HORIZONTAL
PROXEMICS COMMUNICATION

DIAGONAL
CHRONEMICS COMMUNICATION

VOCALICS

COMMUNICATION: Imparting or exchange of information by speaking, writing, or

using some other medium.

TYPES OF COMMUNICATION:

 VRBAL COMMUNICATION: The process of communication in which words

are used to transmit massage.
 NON VERBAL COMMNICATION: The process of sending and receiving word
less message.

VERBAL COMMUNICATION VS NON VERBAL COMMUNICATION

NO (TIME CONSUMING) YES

RARELY TAKES PLACE (DELIVERY OF WRONG MESSAGE) MOSTLY TAKES PLACE

NOT REQUIRED (PERSONAL PRESENCE) REQUIRED

 FORMAL COMMUNICATION: The communication which passes through

pre-defined channels. It also known as official communication.
 IN FORMAL COMMUNICATION: The communication that does not follow
any lines of communication and moves freely in all direction.

FORMAL COMMUNICATION VS INFORMAL COMMUNICATION

PASSES THROUGH PREDEFINED (FLOW) MOVES FREELY IN ALL DIRECTIONS

CHANNELS

OFFICIAL COMMUNICATION (TYPE) NON OFFICIAL COMMUNICATION

MAINTAIN SECRECY (SECRECY) DIFFICULTY IN MAINTAING SECRECY

DUE TO LONG CHAIN, IT (TIME CONSUMING) INFORMATION PASSES QUICKELY

CONSUMES A LOT OF TIME

EFFECTIVE COMMUNICATION PRATICES:

 ESTRABLISHING CLEAR COMMUNICATION CHANNELS: It is very important that all

communication happens through the right channel and to right audience. A
very right analogy would be, when we dial a incorrect number the caller will
be charged for the call, but there will be no constructive output from the
call. Thus it is very important that we send to the right person. Clearly
established channels will make it evident where to turn when members of
the outsourcing community have something to communicate.
