BPM

2017/19

True/ False

1. DMAC is a way of BPO execution –

2. Training is not a part of Transition Management –
3. Cloud computing is not a server based architecture –
4. Reliability is not a measurable parameter in service –
5. Quality is perceived and cannot be measured – True
2018/20
1. LPO is a part of KPO –
2. BPM does not measure Quality –
3. Capability model and Process compliance are similar –
4. Standards are based on practice and acceptance –
5. DMAC and DMAIC are variants –
6. OEM and ODM are the same –

Short Notes (2017/19)

Explain the BPO Risk mitigation Framework? How do we reduce Risks in a BPO Contracts?

Ans – 8 Key steps to minimize the Risk of Outsourcing –

1. Discussion of Critical Issues

2. Sharing Responsibilities
3. Ensuring Business Goals are Achieved
4. Establish Quality Standards and Performance Indicators
5. Conduct a Trial of the Services
6. Ensure Flexibility and Adaptability
7. Ensure Confidentiality
8. Ensuring the Right Recruitment

Short Note on SLA?

It stands for the “service-level agreement.” It is an agreement between a party that offers some service(s) and users of
those service(s). The contract covers the list of services and highlights the quality standards that provider should
follow to guarantee customer satisfaction. Clients can benefit from such documents as these agreements contain the
qualities of the ordered service that makes it possible to compare with other organizations working in the same field.
Such contracts also recall the ways to redress gaps and problems (e.g. using service credits).
OR
A service-level agreement (SLA) is a contract between a service provider and its customers that documents what
services the provider will furnish and defines the service standards the provider is obligated to meet.
OR
A service-level agreement (SLA) defines the level of service expected by a customer from a supplier, laying out the
metrics by which that service is measured, and the remedies or penalties, if any, should the agreed-on service levels
not be achieved. Usually, SLAs are between companies and external suppliers, but they may also be between two
departments within a company.
Performance Metrices of BPO?
https://www.iccs-bpo.com/BPO/Call-Center-Key-Performance-Indicators
Legal Contracts in BPO?

1. Business Registration : To setup BPO you are required to register your business as Private Limited Company
in India, Private Limited Company Registration is required to be formed with the main object of BPO service like
tele-banking, tele-medicine, tele-education, tele-trading, e-commerce, call centre, network operation centre and
other IT Enabled Services.

2. Minimum Requirements for BPO Private Limited Company : Private Limited Company formation required
minimum 2 Directors and 2 Shareholders, both can be same persons. incase if you are single owner than one
person company can also be formed as single Director and Shareholder. Private Limited Company name should
be unique and no other company or trademark should exits with the objective of BPO services, for formation or
Registration of Private Limited Company PAN, Aadhar, Bank Statement , photo , mobile and email id is required
for all Directors and Shareholders and for Company office address Electricity bill , rent agreement and NOC form 
owner is required.

3. Opening of Company Bank Account : Once the Company is registered its Directors or promoters should
process for opening of Bank Account of the Company.

4. Obtaining Other Service Provider (OSP) Licence Application for BPO business  in India:OSP Registration is
a must for service provides who provide service like tele-banking, tele-medicine, tele-education, tele-trading, e-
commerce, call centre, network operation centre and other IT Enabled Services, by using Telecom Resources. To
obtain OSP Registration, an application must be made to the Department of Telecommunication in the requisite
format along with the supporting documents. The following are the documents that have to be submitted along
with the application fee:

5. Documents Required for OSP Registration Application:

o Certificate of Incorporation issued by Registrar of Company

o Memorandum and Article of Association

 o Board resolution or Power of Attorney authorizing the authorised signatory with attested signatures.

o A note on the nature of business / activities of the proposed OSP List of present Directors of the
Company.

o Present shareholding pattern of the company indicating equity details 

o List of Directors of the Company

6. GST Registration : GST Registration is required to be obtained once you have received the OSP Registration
Certificate.
Difference between BPO and KPO?

BPO
The services provided by a BPO
includes customer care,
telemarketing, technical
support with the help of voice
processes, sales, etc.
The full form of
BPO is Business Processing
Outsourcing.
The employees recruited by
BPO companies need basic
computer knowledge and
practical communication skills.
BPOs provide low-end services. KPOs are hired to take care of the high-end
services of their clients.
BPOs deal with pre-defined
processes as determined by
their clients.
Employees generally do not
possess high educational
qualifications.
A BPO unit offers its expertise
in the fields of process
application and function
management.
BPO relies on cost arbitrage.
BPO companies are driven by
volume.
BPO works based on rules.
BPOs handle a low degree of
complexities.
A BPO provides lower levels of
collaboration and coordination
services.
KPO
A KPO offers in-depth knowledge, analysis and
expertise about complex subject areas. They are
capable of helping out organisations belonging to
different knowledge verticals. The range of
services includes legal services, market and
business research, etc.
The full form of KPO is Knowledge
Processing Outsourcing.
The employees recruited by KPO companies need
specialised knowledge of various subjects. They
should be equipped to take care of the
knowledge-based needs of their clients.
A KPO company needs to understand the client’s
business in-depth. It should be able to apply that
understanding to handle the knowledge-based
requirements of clients.
KPO companies hire the expertise and skills of
knowledgeable employees with high educational
qualifications only.
KPO units provide services in the knowledge
domains to their clients.
KPO relies on knowledge arbitrage.
BPO companies are driven by knowledge.
KPO works based on insights.
A KPO manages higher degrees of complexities.
A KPO provides higher levels of collaboration and
coordination services.
Explain the concept of ODM? Give example of an industry where it is being employed maximum?

OR difference between ODM and OEM?

Both the terms ODM and OEM are related to the manufacturing industry. ODM stands for Original Design
Manufacturing, and OEM refers to Original Equipment Manufacturing. It is quite confusing to see the
difference between the two, as they are very similar.
OEM refers to a company or a firm that is responsible for designing and building a product according to its
own specifications, and then selling the product to another company or firm, which is responsible for its
distribution. The one company produces products on behalf of another company, after which the
purchasing company markets the product under its own brand name.
An ODM company or firm, on the other hand, is responsible for designing and building a product as per
another company’s specifications.

So then, OEM companies design products as per their own specifications, whereas ODM companies design
products as per other company’s specifications.

An advantage of OEM is that the purchasers can obtain products without setting up a factory. In a sense,
OEM helps the purchasing companies to lower their production costs.

Summary:

1. ODM stands for original Design Manufacturing, and OEM refers to Original Equipment Manufacturing.

2. An OEM company is responsible for designing and building a product according to their own
specifications, and then selling the product to another company or firm, which is responsible for its
distribution. An ODM company or firm is responsible for designing and building a product as per another
company’s specifications.

OEM – Apple to Foxconn

ODM – Micromax to Qiku

ODM - Concept -> Design -> Quotation -> Proto type -> Pilot run -> Production.

How would you measure Service Quality?

Diamensions of Service Quality –

Tangibles, Responsiveness, Reliability, Assurance, Empathy

 How are standards developed?

Standards are voluntary agreements that stakeholders are making on a product, a service or a process.
Together, these parties form a so called technical committee that develops the standard. This committee is
guided by NEN, which has an advisory and facilitating role.

The 7 steps of Standard Development

Proposal

Preparation

Establishing committee

Developing Standard

Publication by NEN

Implementation by users

Evaluation

Explain Business process Life Cycle?

A business process is a set of activities, tasks and events performed by systems and people to
achieve a business goal. Commissioning a process involves several steps ranging from the
ideation of the process through the building, and continuous improvement of the process – this is
typically referred to as the business process life-cycle of a process.
The 7 steps of business process lifecycle
1. Define your goals
2. Plan and map your process
3. Set actions and assign stakeholders
4. Test the process
5. Implement the process
6. Monitor the results
7. Repeat

Step 1: Define your goals

What is the purpose of the process? Why was it created? How will you know if
it is successful?

Step 2: Plan and map your process

What are the strategies needed to achieve the goals? This is the broad
roadmap for the process.

Step 3: Set actions and assign stakeholders

Identify the individual tasks your teams and machines need to do in order to
execute the plan.

Step 4: Test the process

Run the process on a small scale to see how it performs. Observe any gaps and
make adjustments.

Step 5: Implement the process

Start running the process in a live environment. Properly communicate and
train all stakeholders.

Step 6: Monitor the results

Review the process and analyze its patterns. Document the process history.

Step 7: Repeat
If the process is able to achieve the goals set for it, replicate it for future
processes.

CMM ?

The Capability Maturity Model (CMM) is a methodology used to develop and refine an organization's
software development process. The model describes a five-level evolutionary path of increasingly organized
and systematically more mature processes.

CMM's Five Maturity Levels of Software Processes

At the initial level, processes are disorganized, even chaotic. Success is likely to depend on individual efforts, and is
not considered to be repeatable, because processes would not be sufficiently defined and documented to allow them to
be replicated.
At the repeatable level, basic project management techniques are established, and successes could be repeated,
because the requisite processes would have been made established, defined, and documented.
At the defined level, an organization has developed its own standard software process through greater attention to
documentation, standardization, and integration.
At the managed level, an organization monitors and controls its own processes through data collection and analysis.
At the optimizing level, processes are constantly being improved through monitoring feedback from current processes
and introducing innovative processes to better serve the organization's particular needs.

IP Rights?
Intellectual property rights are the rights given to persons over the creations
of their minds. They usually give the creator an exclusive right over the use
of his/her creation for a certain period of time.

OR
Intellectual property is the product of the human intellect including creativity concepts, inventions, industrial models,
trademarks, songs, literature, symbols, names, brands,....etc. Intellectual Property Rights do not differ from other
property rights. They allow their owner to completely benefit from his/her product which was initially an idea that
developed and crystallized. They also entitle him/her to prevent others from using, dealing or tampering with his/her
product without prior permission from him/her. He/she can in fact legally sue them and force them to stop and
compensate for any damages.

https://www.dubaicustoms.gov.ae/en/IPR/Pages/WhatIsIPR.aspx

Explain the concept of Six Sigma?