BPO

Case Solution for Invensis Technologies (P) Ltd: A Global BPO Service Provider from India

Complete Case details are given below :
Case Name :      Invensis Technologies (P) Ltd: A Global BPO Service Provider from India
Authors :           Vaidyanathan Jayaraman, Yadong Luo
Source :             Ivey Publishing
Case ID :            907E22
Discipline :        General Management
Case Length :    19 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
The executive director of Invensis Technologies (P) Ltd. (Invensis), met with the chief operating officer and vice-president of human resources to address two major challenges that the company was facing. The first challenge was the increased pressure on Invensis to remain competitive and cut costs while providing premium customer service. Clients were expecting more every day from their business process operations. The other challenge was that of building an engaged and committed workforce. While the attrition rate in the information technology (IT) sector was low, the IT-enabled services (ITES) sector continued to show high levels of attrition. The executive director wondered whether the company’s structured approach towards working on an outsourcing project would help build credibility and differentiate it in the market place and how he could reduce the high attrition rate of ITES.
 
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Case Solution for East Solutions: Transforming a BPO Provider in India

Complete Case details are given below :
Case Name :      East Solutions: Transforming a BPO Provider in India
Authors :           Scott Walsworth
Source :             Ivey Publishing
Case ID :            W13172
Discipline :        General Management
Case Length :    08 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
East Solutions was a successful business process outsourcing (BPO) provider based in Bangalore, India. Although salaries for Indian IT professionals were about half of those of their counterparts in the United States, the board of directors at East Solutions recognized a worrying trend: if salaries in India continued to grow at a fast rate, they would soon erode the cost advantage of sending work to India and potentially threaten the entire Indian BPO industry. As a solution, East Solutions repositioned itself by leveraging technical, industry and process expertise to form a partnership with clients based on value added in addition to cost savings. This plan required East Solutions to refocus on fewer geographic and sector groups. It also required transforming the role of the company’s IT managers, who needed extensive training, additional resources and a new compensation strategy. On an average year, the new compensation plan increased the IT managers’ incomes by 4 per cent, so it was expected to be popular, but IT managers rejected the new compensation plan and it was abandoned after 18 months. The chief executive officer (CEO) in charge of the new plan for East Solutions was unsure why it had failed.
 
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Case Solution for BPO, Incorporated

Complete Case details are given below :
Case Name :      BPO, Incorporated
Authors :           Scott M. Shafer
Source :             North American Case Research Association (NACRA)
Case ID :            NA0042
Discipline :        Operations Management
Case Length :    15 pages
Solution sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
The Employee Benefit Outsourcing (EBO) unit of BPO, Inc. is experiencing rapid growth as a result of industry trends toward greater outsourcing of business processes. Despite rapid growth in revenues, the EBO unit has not been able to make a profit in part because of problems with its operations. A Six Sigma project has been initiated with the goal of developing a computer simulation model of the Health and Welfare Service Delivery process to help get a better handle on the operational problems. The define-and-measure phases of the Six Sigma project have been completed and the case includes the project charter, a process map, detailed operational data, and process performance benchmark data. Students are to use the data provided to develop their own simulation model, validate it with the benchmark data provided, and then use the model to complete the analyze, improve, and control phases of the Six Sigma project. More specifically, students can use the simulation model to test incremental changes to the current process as well as test more radical changes to the process such as the high-touch, low-cost option proposed by EBO’s new Senior VP of Operations.

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