Managing Business Process Outsourcing June 2024

Description

Assignment Sample Solution: Managing Business Process Outsourcing September 2024

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School for Continuing Education (NGA-SCE)

Course: Managing Business Process Outsourcing September 2024

Internal Assignment Applicable for September 2024 Examination

Q1. Alpha Inc a large retail chain, faces challenges in managing its diverse portfolio of
business processes. They are often unsure which processes to prioritize for improvement
and lack a clear understanding of how individual processes contribute to overall business
goals. Describe the key principles of Business Process Portfolio Management (BPPM) and
explain how these principles could help Alpha address its challenges. (10 Marks)

Q2. Describe the key aspects you would consider negotiating in the BPO contract. This
could include specific service level agreements (SLAs), pricing structures, intellectual
property ownership, and termination clauses. (10 Marks)
Q3. Acme Inc. is a leading manufacturer of household appliances with a global presence. In
a bid to streamline operations and reduce costs, Acme decided to explore outsourcing its
non-core functions like payroll processing and customer service. After a thorough evaluation
process, they partnered with Streamline Solutions, a renowned BPO provider known for its
expertise and competitive pricing.
Streamline Solutions designed a customized solution catering to Acme’s specific needs.
They implemented a secure cloud-based platform for payroll processing, ensuring data
privacy and accessibility. For customer service, they established a dedicated team trained on
Acme’s products and brand values. Additionally, Streamline provided ongoing performance
reports and analytics, allowing Acme to monitor key metrics and identify improvement
opportunities.
The partnership yielded positive results. Acme experienced significant cost savings through
reduced overhead expenses and optimized resource allocation. Streamline’s expertise
ensured efficient and accurate payroll processing, minimizing errors and delays. Customer
satisfaction also improved due to the dedicated support team and improved communication
channels.
However, challenges emerged over time. Streamline, due to its rapid growth, faced
difficulties in maintaining consistent service quality. This led to occasional fluctuations in
response times and resolution rates for customer service inquiries. Additionally, cultural
differences between the two companies sometimes caused communication inefficiencies and
misunderstandings.
To address these challenges, Acme and Streamline established a joint working group. This
group facilitated open communication, allowing for proactive problem-solving and
continuous improvement. They implemented cultural awareness training for both teams,
fostering better understanding and collaboration. Moreover, Streamline invested in quality
control measures and streamlined its internal communication channels to ensure consistent
service delivery.
a. Analyze the factors that contributed to the initial success of the partnership between
Acme and Streamline Solutions. (5 marks)
b. Evaluate the effectiveness of the joint working group initiative in addressing the
challenges faced by the partnership. (5 marks)
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