For New BPO's & Start-Ups - Competency Before Process Acquisition - Raj Sukheja - ContactCenterWorld.com Blog
The Bucket Leaks Only If There are Holes in It…
Simple Wisdom! No Holes – No Leaks! ;)
I am using this as an analogy towards the management of a Business Process Outsourcing Unit. The logic is quite simple – really but the actions are quite complex.
First – Understand Your Internal Competencies i.e. Delivery, Competency, Resources (Financial, Process Expertise & General Personnel - Manpower), Tools – processing, communication, storage, security and delivery, Infrastructure are extremely important.
Second – Find Suitable Business & Acquire it on acceptable terms which keep you and the business provider both secured. Do not hesitate to pay for results, similarly don’t get conned by A BIG PICTURE. Rule of the thumb is – if it isn’t believable (check the marketplace) then it probably doesn’t exist. There are thousands of Vendors in the Global Markets looking for Work especially in South Asia and it’s not easy to find someone that matches your requirement. Put a contract in place with your consultant and the client with mutually agreed terms and conditions.
Third – Create a Process Around The Business. Don’t compromise on structure : Correct Input + Quality Process + Verification = Quality Output. It is of course easier said than done but yes – it can be done! Leave some time frame for the learning curve depending upon the complexity of the task. An expert on the floor is a must. The expert should be evaluated thoroughly and no expense should be spared in his evaluation because your entire business is dependent upon the expert.
Fourth - Deliver On Time – Everytime! Refuse to get caught in an excuse or a blame game. Throw the word – I am sorry out of your vocabulary – it has to cease to exist. The Client doesn’t just expect results from you, he expects further improvement over his process and if you can manage that – you have him for a long, long time.
Fifth – Deliver Quality. There is no question of compromise on that issue.
Summary : Think Process Expertise, Plug The Leaks and Provide Guaranteed Delivery. Don’t just meet expectations – exceed them! You will have clients flocking to your center!.
Raj Sukheja is the Editor of OutsourcingXplorer.com and CEO of Anthem Consulting Pvt. Ltd., an outsourcing firm. He is an expert and an advisor on Cyber Laws and Outsourcing Business. More details are available on http://www.yetworld.com/profile.asp and he can be reached on firstname.lastname@example.org for any questions you may have.
Publish Date: May 13, 2011 8:11 AM