Ppt on soft skills for bpo

Global Standard-Setting Organization and Advocate for the Outsourcing Profession Serge Librot, COP, Co-Chair Brussels International Chapter.

IAOP.org Holistic perspective: a 360° view on various hard and soft aspects of sourcing Human (emotional) aspects and consequences of sourcing Role of unions Search for talent, skills, innovation Choice of near shore, off shore sourcing, multi sourcing /Win-Win with your IT Outsourcing Contracts Continuous Improvement & Innovation in Contracts & Relationships Integrating Strategic BPO and ITO: A New Challenge for the CIO Outsourcing, Modularity, and the Theory of the Firm Unlocking the Value of Outsourcing:/


Brussels, 14 March 2011 Boundary Layer Suction for Wind Turbine Blades : An Integral Design Approach Gael de Oliveira, Roy Campe and Eric Terry.

Delft University of Technology (NL) We have an excellent team of engineers skilled in product design, aero- & hydro-dynamics, CAE and systems &/Stall Softness –Building Height Approach should stimulate creativity The answer: Multi–Objective Optimization 819 Multi-objective optimization is used for airfoil design Boundary Layer Suction for / thickness Boundary Layer Suction for Wind Turbine Blades : An Integral Design Approach Validation case used to assess: – Suitable shape refinement (BPO) – Ability to reach/


Create Powerful Customer Communications. Lead Generation Appointment Setting Tele Sales and support Up selling and Cross Selling. Inbound / Outbound Sales.

external. Auto Dialer (VICIDIAL soft blended dialer) Create Powerful /Skills Assessment Strategies for Improving Time Management Assessing Motivation and Performance Levels For Agents The Positive Role Model Practices for Developing Working Relationships With and Within the Team Time Management Skills Assessment Strategies for Improving Time Management Assessing Motivation and Performance Levels For Agents Create Powerful Customer Communications Agent Effective call center service skills, phone skills/


Solutions Beyond Technology Information Technologies Inc.,

Solutions, IT and Call Center Support services, worldwide. Combining all of our skills together K-Soft is a team for the future, aiming for mega billion dollars. Information Technologies Inc., Target Market The worldwide market is / & Shared services Offshore outsourcingCaptive offshoring CAGR (2001 - 2008) Information Technologies Inc., Business Process outsourcing Advantage India BPO – HYDERABAD, BANGALORE. INDIA Ramping up of operations by MNC players. Several Fortune 500 companies have opened centers /


Transforming the Destiny landscape Way To Success…

leads and Process managers recruited/deputed from industry Basic Training provided in : English Read & Write Computer skills Soft Skills Process Training Provided by clients Specific to the process assigned Provided as part of process transition Process Associates / Training Process Training Empowering people to build an empowered nation Destiny.BPO@metro.SLAs  Based in Main Office  Has overall responsibility for delivery across all centers  Client Accountability Service delivery Governance Structure /


“Education is the most powerful weapon which you can use to change the world.” -NELSON MANDELA Corporate Office: 11/158, Sector-3 Rajendra Nagar, Sahibabad.

aim is to create a leading center for excellence for research, IT education & training in technical/Skills Pronunciations & Spellings, Confidence Building, Presentation Skill, Interview Skill Personality Development, Group Discussion, Customer Handling Negotiation Skill JAM Sessions Concept of Inbound Outbound or BPO Process. NON TECHNICAL COURSES Diploma in Retail Management (06 Month’s) Basic of Retail, History of Retail store in India, Soft Skill, Confidence Building, Presentation Skill, Interview Skill/


Contents – Financial Services marketplace in the UK

Source: Datamonitor, ABI Key Issues in the motor insurance market Onset of Soft cycle – declining premiums are posing a challenge to the insurers, although rates/among large employers where the majority of staff is made up for manual or semi-skilled workers. Retail and manufacturing sectors tend to enjoy high take/ Internet has facilitated the increased adoption of shared services from BPO providers. The impact of offshore outsourcing in BPO (for example, from Wipros Spectramind and Infosyss Progeon) has been/


April 2008 ITIDA Initiatives to encourage IT Exports, Incubation & Innovation Hazem Y. Abdelazim, MSc, PhD, MBA Chief Executive Officer.

TeleperformanceGlobal Support Centre with 2000+ employees MNCs Investments in Egypt Value ChainValue Chain Value ChainValue Chain Call Centers / BPO Technical Support Centers / KPO Internet/Portal Development System Integration & Customization Embedded/ Mobile/NLP Embedded/ Mobile/NLP/ MCIT & MoHE to start Implementation in Y2008 : Five Faculties as the First Pilot Soft/Language Skills across ALL ERP for CS as a start Information Technology Industry Development Agency www.itida.gov.eg Encouraging Innovation,/


1 IS6600 – 4 Global IT & BP Outsourcing and Offshoring “There are no IT projects; there are just business improvement projects in which IT is a critical.

BI, big data Cloud-based solutions Mobile-enabled solutions Business process services [BPO] E.g. data entry, customer call centre 4 Outsourcing The work /soft skills Global presence Disaster recovery & backup 24-hour support Weight the criteria; matrix the providers 39 Send an RFI, using the criteria Who we are What we are looking for Questions about the provider History, customers, management, geo-locations, turnover, infrastructure, security Questions on services offered Domain expertise, platforms, skills/


1 IS5600 – 7 Global IT Outsourcing and Risk Management “There are no IT projects; there are just business improvement projects in which IT is a critical.

BI, big data Cloud-based solutions Mobile-enabled solutions Business process services [BPO] E.g. data entry, customer call centre When Not to Outsource?/soft skills Global presence Disaster recovery & backup 24-hour support Weight the criteria; matrix the providers 42 Send an RFI, using the criteria Who we are What we are looking for Questions about the provider History, customers, management, geo-locations, turnover, infrastructure, security Questions on services offered Domain expertise, platforms, skills/


Department of Human Resource Management From Boom to Where? The Globalisation of Business Services in the Aftermath of Financial Crisis and Recession Professor.

contact centres and back-office’ Kearney a blunt instrument for evaluating locations for voice services Do not show relative importance in term scalability, workforce size, maturity, complexities of linguistic capability, soft skills etc. 2009 Rankings – Philippines 7, Thailand 8 / Increased migration of services Department of Human Resource Management Empirical evidence – IT more affected by BPO Call centre/BPO demand slowed from Autumn 2008 but began to revive in late 2009 Most significantly the impact on/


ITC Software presents © Copyright 2004,- 2010. All rights reserved. ITC Software.

vs. 63000 in US  English speaking and IT savvy workforce  Cost reduction up to 50%  Government support for IT and BPO industry  Improving telecom infrastructure  Lower infrastructure costs  Favorable time lag: 12 hours with US & 5 hours / Standard Knowledge with special focus on the client’s country (e.g. US GAAP).  Business Practices.  Technical and Soft skills  Industry Exposure The Training Process – Stage III Committed to Excellence … ITC Software Phone: +1 978 287 4855 info@itcsoftware/


ITC Software presents © Copyright 2004 - 20011 All rights reserved. ITC Software.

vs. 63000 in US  English speaking and IT savvy workforce  Cost reduction up to 50%  Government support for IT and BPO industry  Improving telecom infrastructure  Lower infrastructure costs  Favorable time lag: 12 hours with US & 5 hours /Standard Knowledge with special focus on the client’s country (e.g. US GAAP).  Business Practices.  Technical and Soft skills  Industry Exposure The Training Process – Stage III ITC Software is an advanced information technology solutions provider, focused on the /


Saving your customers money and boosting your profit Kylie Summerhayes and Wendy Smith.

‘Mini Campaigns’ SMB Offers Mini Campaign menu Business-Ready Security (SCE / Forefront) Custom Application (Visual Studio) Communications & Collaboration* (Exchange / BPOS / SharePoint) Upgrade the Desktop * (Win 7/Off 07) Virtualization & Management* (Windows Server / SCE/VMM) Office No Better Time /mid-size customers streamline and secure their businesses. 1:45pm – 2:30pm Room 8 Soft Skills: How to develop successful marketing strategies for the small to mid-size business space 2:45pm – 3:30pm Room 8 How /


Department of Human Resource Management Offshoring, Onshoring, Nearshoring, Rightshoring? The Changing Landscape of Global Delivery Professor Phil Taylor.

and nuance of language, soft skills etc. Some highly rated destinations are very small – Baltic states ~ 3,000 employees in each Countries appearing as potential champions disappear shortly afterwards BPO cannot be located simply anywhere/ Centre Audit Most frequently reported response to crisis –  introduction or spread of lean working  operational excellence and drives for efficiency  call volumes remain the same = fewer agents  call volumes increased = same or fewer agents  rationalisation /


Copyright © 2006 Accenture All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. C. Todd Withers, Vice.

’s customer care market is forecast to grow at 36.5% CAGR. This is much higher than the 26.5% growth rate for the entire region HR BPO covers payroll, benefits and staffing. Training BPO covers both technical training (eg engineering skill training) and soft skills training (eg leadership development). F&A BPO covers accounts payable and receivables, accounting, cash mgmt, auditing tax and finance. Customer care/


India Scan: External IEEE Strategic Planning and Research Providence More, Manager of Strategic Planning & Competitive Intelligence March 2008.

Professionals “IT Professionals” include Comp Science, Electronic, and Telecom professionals. Source: "INDIAN ITES-BPO INDUSTRY : NASSCOM ANALYSIS & Key Highlights of the IT-BPO sector performance in FY 2007-08." Title 2003-20042004-20052005-2006 2006- 2007 2007- 2008 / of Human Resource and Development proposed a Finishing School program for engineering graduates who had not secured jobs. The pilot program is designed to focus on technical and soft skills for a duration of 8 -10 weeks to make students more/


Bridging the University-Corporate Chasm Tan Moorthy Senior Vice President and Group Head, Education and Research, Infosys Technologies Limited.

about 25% of technical graduates and 10-15% of general college graduates are suitable for employment in the offshore IT and BPO industries respectively.” Why is there a Gap? Different Paradigms Success can only come from “Us and Our Projects” Daily tests Appraised based on application of knowledge Soft-Skills most visible Focus on “Me and My marks” Scheduled Exams Scores based on ability/


COMPANY PROFILE

Support Surveys/Leads Generations Surveys/Leads Generations SEO SEO BPO (B2B and B2C) campaigns. BPO (B2B and B2C) campaigns. Philosophy Ritzy Techno / Respect for clients, customers and colleagues Respect for clients, customers and colleagues Success through teamwork and teams skills. Success through teamwork and teams skills. Maintaining/headsets and dial pad Intel dual-core processor based workstations for enhances performance. VICI dial soft dialler (with Skype Resource Handling and Advance GUI with /


1 AKS Company Profile Value Proposition to RBPO January 30, 2013.

and CEO) is a B.sc., MBA. with rich experience in international BPO business management and currently voice based sales process for some financial companies of UK Mrs Pooja Vij, MBA Hr with rich experience / Training Transition Train the Trainer Soft Skills/Ling uistic Evaluatio n Client training knowledge transfer* Training Content development* Mock sessions* Blended training (e- learning + classroom) Understanding of customer demographics* Soft skills Negotiation Behavioral training Escalation process /


A Social Enterprises for Inclusive Growth

final year student 6. Entrepreneurship Development Programme for budding entrepreneurs 2 week Potential entrepreneur 7. Faculty Development Programme in entrepreneurship 12 Days Faculty from educational institutions 8. Trainers training Programme in Entrepreneurship development 6Days NGO personnel 9. Soft Skill development (Achievement Motivation Training) 4 Days General 10 Skill Development Training on Mobile repairing Computer Hardware, Rural BPO, Artificial Jewelry, Kantha, Embroidery, Appliqué Work etc/


CAREER GUIDANCE PROGRAM IT/ITES INDUSTRY TRENDS REQUIRED SKILLSETS REMEDIAL COMMUNICATION PROGRAMMES.

such as fluency in French, Spanish, Italian etc. High rates attrition Skill set requirements Professionals with both core and soft skills Conceptual Background Vocation -specific skills Specific regulatory certification Customer service related skills (Time management, team-work) Computer Literacy Number crunches Pattern recognition skills Additional inputs required to make “employable’ for ITES/BPO Industries Domain Specific training linked to international developments Insurance Certification Healthcare/


Www.bijatraining.com Executive Coaching | In-house | Open-house |Outbound Training |Virtual | Webinars | E-Learning.

being. Bija Shapes people through various Executive Coaching, Soft skills, Behavioral and Leadership, Sales training programmes to different industries in India and abroad. Bija’s uniqueness stands for customizing the content to every industry based on their /, Glass Walk, Rappelling, Trekking, Rafting, etc. His Outbound Training were nurtured by the employees of Essilor India, HCL BPO, Maruti-Suzuki, Philips, Capgemini, CBS, Gitam University, Cognizant, CET, NEC, Hyundai, Schawk, Titan, Mitsuba, SAME /


INTELCIA – A STORY OF GROWTH AND INTERNATIONAL DEVELOPMENT.

next 5 years 19 Unavailability of resources and high attrition ratios French language level Training on cultural specificities Soft skills Mastering of other languages Specific training needed for ITO, high value CRM and BPO – retraining cycles needed Human resources education A major challenge to sector development ambitions 20  Industry and Education sectors partnership is key to success Integration of outsourcing needs in high education/


January 27, 2009 Session VI: Information Technology and the IT-Enabled Services Industry: Relevance to Emerging Markets Johan Gott, A.T. Kearney

location without any serious competition. Competitive throughout the entire scale, from the full spectrum of IT, to low end BPO, to contact centers, to high value add KPO services China Massive and growing pool of graduates Low cost Large / to develop Essential conditions for industry Education Like in any service industry, skilled people is the most important commodity A good quality education system is essential A relevant curriculum is important as well as development of soft skills In all countries with /


인도에서 Barter로 가능한 광고.

1 golf publication - Golf Digest. It is a ready-reckoner for golfers at all skill levels with information on How to play, what to play and/.com Available on barter via Ormita Magazines on tourism and hospitality industry are soft in their writing. They never criticize any service nor point out its shortcomings/of LCD Screens, strategically placed in Captive environments such as Restaurants, Corporate Offices, BPOs, Gyms, Salons, Hospitals etc. where people of identifiable demographics congregate. The Screens /


Vision & Mission Our vision is to contribute to society by providing the businesses, innovative robust and agile IT solutions which help raise the overall.

with our expertise being Finance And Communication through following services BPO Services Human Resources Pay Roll HR Solutions Employee Benefits /quality checks on a valid sample size Measure performance against benchmarks identified for the process Cause Analysis & Monitoring Measures : Analyze Root cause of/Culture Orientation, Soft Skills, Process training. Ongoing Training & development plan which is tailored to client needs & individual aspirations. includes Team Training sessions, soft skills On –the-/


India Advertising Last Updated: 26 th November 2010.

#1 golf publication - Golf Digest. It is a ready-reckoner for golfers at all skill levels with information on How to play, what to play and /The Blue Moon www.ormita.co.in Magazines on tourism and hospitality industry are soft in their writing. They never criticize any service nor point out its shortcomings./ of LCD Screens, strategically placed in Captive environments such as Restaurants, Corporate Offices, BPOs, Gyms, Salons, Hospitals etc. where people of identifiable demographics congregate. The Screens /


A Unique Capacity Building Proposition GeoTrax International Services eGramIT Services Pvt. Ltd.

GeoTrax International Services eGramIT Services Pvt. Ltd. Survey organizations & BPO services – A synergistic alliance Huge requirement for skilled field staff and project managers Fast evolving technologies and trends An imminent need to create platform-BPO services Differentiation through innovation – the need of the hour Capacity building high on priority. A definite need for – Hard infrastructure – Soft infrastructure – Policy support – Scientific breakthrough – Financials – Societal acceptance and/


Pan India Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara Complex, GK II, Indirapuram, Ghaziabad-201010 Web: www.sainoverseas.com | E-Mail:

- Fatal errors – Total no of errors *weightage/total no of calls audited*weightage Processing and Soft Skill based errors are termed as Non Fatal Errors Non Fatal Error 98% Total no. of defective calls/ attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.  Selection Process:-  Group Discussion / Impromptu Round  Typing Test  HR Interview  Final Operations Interview ( with Operation Manager at Effort BPO)  Final Interview with Clients for Shortlist of (TMR’s/


Agenda  IT Industry Trends  Who we are?  Connect Globe “Campus Program”  Why Connect Globe?  Advantages with “Campus program”  Fee Structure  Cost.

BPO services in the world One Source, Solution Provider in IT and BPO services in the world Single source solution provider, for all kind of IT services and build a Global Data Center Single source solution provider, for/, Desktop training, Foundation Course and Professional development ( like management skills, presentation skills, soft skills etc). development ( like management skills, presentation skills, soft skills etc). Software development life cycle (SDLC) and architecture Software development/


January 7, 2007 Sustaining Profitable Growth. 2A.T. Kearney Agenda Tech Mahindra Imperative A. T. Kearney Growth Excellence Survey 2006 – Key findings.

Rubber & Tire Mfrs. Confectionary Truck & Trailer Mfrs. Shipbuilding Cigarette Defense Electr. Soft drinks Food Retail Drugs Telekom Natural gas liquids Integrated oil & gas Years -10-/ of work to offshore, they are looking for a partner with deep industry expertise, analytical skills and geographic spread. Growth organisation keep reinventing /operating multiple business lines such as systems integration, infrastructure management, BPO of considerable size and scale in different geographies This causes /


Rural Finance and Micro Finance R.Bhaskaran. The Issue  Majority of India is financially excluded.  Cooperative banking which is also in the rural finance.

 Willing to use IT  Flexi timings  Good soft skills- empathy with the target audience  Language skills What is different  This is not an exclusive selling job. It entails a large amount of facilitation skills.  The sector has good training system towards the same/CeISB DRA IT/BPO BC/BF Management Courses AMP B- Schools Project Course- IFMR MBA By IGNOU All Students Non- members Bankers ITES-BANKING for 12 th pass IIBF NBFC Cooperative Banks Financial Institutions Commercial Banks BPO/IT Companies M./


Prof O. P. Vyas Jodhpur Institute of Engineering and Technology In collaboration with Infosys Presents Campus Connect an Infosys initiative.

a long lasting partnership between Infosys and Engineering Colleges for the mutual benefit. Prof O. P. Vyas INFOSYS PORTAL It provides : Infosys courseware Student Projects Sabbatical Projects Soft skills related articles Discussion forum Student Newsletter Infosys Infosys is / and security. Prof O. P. Vyas Infosys BPO Limited Infosys BPO Ltd., the business process outsourcing subsidiary of Infosys Ltd., was set up in April 2002. Infosys BPO focuses on integrated end-to-end outsourcing and delivers/


OVSolution Pvt. Ltd. Providing Business Solution With Expertise Quality Call: 020-65112007.

company with a seasoned leadership team, which continues to strive for improvement of professional and personal skills and the quality of our services. Availability Communication is a crucial/ entry from product catalogs to web based systems Data Entry from hard/soft copy to any database format Insurance Claims Entry PDF Document Indexing XML / from President of India. Hitesh starts this new league in the Technology and BPO industry and he serves as the Founder and Director of One Vish Computer Solution/


Copyright © 2006-2010 VietSoftware International Inc. (VSII) All rights reserved. VIETSOFTWARE INTERNATIONAL CORPORATE PRESENTATION The Smarter Offshore.

% 2010: 240 employees – Young, highly-motivated and highly- qualified technical staffs – Continuous improvement in technical and soft skills by a dedicated training department WHO WE ARE: HUMAN RESOURCE Copyright © 2006-2010 VietSoftware International Inc. (VSII)/ Division inside company 2008: Invested in PDI in Tokyo (for circuit verification patent) 2010 and beyond: many essential developments (ITO/BPO) Development policy: – Investment for long-term business relationship – Business manner, work and life/


1 Our Profile Shiv Om & Co. Chartered Accountants.

Outsourcing Taxation Specialized services  Manufacturing  Construction & Infrastructure  Oil & Gas  Advertising  BPO’s & KPO’s (ITES)  IT Companies  Export houses  Educational Institutions Industries Serviced/ Offering a wide range of accounting services including MIS, FA Register, Soft closing of books, preparation of minutes & resolutions, and relevant statutory / for our clients. Each team member is well versed in his or her domain. Exhaustive Training Continuous training and honing of skills /


© 2008 Wipro Ltd - Confidential WIPRO ROMANIA: Turning Challenges Into Opportunities Bucharest, March 24 th 2009 Santosh Karagada General Manager & Head.

COMPETIVE ADVANTAGE When > Where >How September 9, 20157 © 2008 Wipro Ltd - Confidential Key Challenges in the BPO Industry PEOPLE CHALLENGES: – Attracting and Retaining talent – Culture building - rapid growth coupled with attrition – Thinking /for employees under various projects Internal newsletter for enhancing training opportunities available at the corporate level & information flow Capturing soft skills sessions: communication, negotiation, self assessment, emotional IQ etc. Constantly looking for/


*HCL Confidential HCL’s IAM Expertise HCL’s Oracle IAM Capabilities.

-end capabilities. HCL displays excellent technical skills in SOA 5 *HCL Confidential HCL’s IAM Expertise Oracle Alliance – 360° Connect Today  IBU & GBUs – Platform BPO, Health Sciences GBU solutions, Track & Trace Solutions for CPG industries  Field Sales – Joint/ from their existing software and Infrastructure to a new set of applications including Oracle Financials, Siebel CRM, People-soft HRMS, E-Bao etc.  Implementation of an Identity and Access Management Framework. Area of Engagement: Identity /


Batch end Report Indira Gandhi National Tribal University, Amarkantak, Madhya Pradesh.

Batch Start & End Soft Skills Clarity on the roles & responsibilities of IT Champion & Mentor. Eager to help colleagues in using technology to create engaging learning for students. Have the necessary communication & collaboration skills to engage in successful/No Knowledge Knowledge about Live Services 5 - Expert 4 - Good User 3 - Average 2 - Novice 1 - No Knowledge Knowledge about Microsoft BPOS 5 - Expert 4 - Good User 3 - Average 2 - Novice 1 - No Knowledge Knowledge about Networking and Lab Setting 5 - /


C ORPORATE C REDENTIALS ISO 9001:2008 QCI Certified Company.

Recruitment, Management, Development Training – Soft skills, process training, process documentation Process Transition and process knowledge - Best practices sharing, Change management. Operations - SOPs, Floor Management, Reporting, Escalation process. Technology Data infrastructure – CRM, Workflow Management, Reporting Tools Voice infrastructure – TDM, VOIP, CTI, IVR, voice loggers CRM solutions for all clients Infrastructure Best-in-class facilities Suited for BPO environment Key Expertise ISO 9001:2008/


Doing Business with China Neil Blakeman Associates Ltd 9th November 2010 Business, Economics Politics & Culture.

Planned Economy Closed Economy Market Economy Open Economy Urban Doing Business with China  Soft landing? Will high growth be sustainable?  What about the currency?  /(e.g. use of anti-monopoly laws in China) –product safety, reputation for quality & consistency (?) –UK exports to China are more competitive  Consumer / /outsourcing  Design, science/ research, marketing, branding (eg. BPO)  Services, solutions (eg. BPO)  Innovation, R&D  Labour, skills  Environment  IPR, Tech. Transfer  Energy, raw /


Batch end Report Utkal University, Odisha.  Location : Utkal University, Odisha  State: Odisha  Batch Start Date: 11-10-2012  Batch End Date: 20-10-2012.

Batch Start & End Soft Skills Clarity on the roles & responsibilities of IT Champion & Mentor. Eager to help colleagues in using technology to create engaging learning for students. Have the necessary communication & collaboration skills to engage in successful/No Knowledge Knowledge about Live Services 5 - Expert 4 - Good User 3 - Average 2 - Novice 1 - No Knowledge Knowledge about Microsoft BPOS 5 - Expert 4 - Good User 3 - Average 2 - Novice 1 - No Knowledge Knowledge about Networking and Lab Setting 5 - /


A typical employment ad. Data / findings source National Employability Study by Aspiring Minds: AMCAT scores of more than 120,000 technical graduates.

companies Employability in BPO Employability in KPO companies Employability across metros 21% MBAs employable Aug 2012 fall from 25% in 2007 (Meritrac) Employability? A set of attributes, skills, knowledge that all/Team working and co-operation skills British Council Skills for Employment (Employability Skills) Soft skills are personal attributes that enhance an individuals interactions, job performance and career prospects. Unlike hard skills, which are about a person’s skills set and ability (technical /


© 2013 HCL – Proprietary & Confidential Oracle Financials in EMEA – Day 1 Approaches and Experiences of Deploying Oracle Financials in EMEA.

Networking Solutions HCL Technologies IT, Engineering and BPO Services Division Custom Applications Engineering and R&D Enterprise Applications BPO Infrastructure Services 24.8% 20.8% 4/ and time boxed Change Management Individual country change approach, high soft skills Centrally driven focus on readiness, “mandated” adoption Deliverable variations /Transition to next Release wave Oracle LocalisationsHCL Local Knowledge HCL recommendation for localisations: 27 What have we learnt from deploying in EMEA? /


Microsoft Dynamics 365 Capture the growing opportunity of business applications through Microsoft Dynamics 365 Ron Huddleston, CVP, MBS Partner Strategy.

access to Internal Use Rights and Demo Licenses for NEW partners Soft Skills Development (Leading the Change Management course with CorpU) for NEW partners Crossover workshop to activate a cloud practice Improved new BPO partner experience NEW trial BPO licenses NEW BPO SKUs to accommodate additional usage scenarios Created a new license-key creation tool to allow quicker provisioning for BPO DPL new Topic Pages Industry Partner Program AX7/


INDIA INDIA AN INTRODUCTION AS A MARKET

FMCG, IT, to a multitude of services such as Tourism, BPO, IT Software, Agriculture and Handicrafts. Indias international payments position remained/Mercedez Benz Daewoo Ford Motors General Motors Honda Rover Consumer Softs Coca Cola Kellogg McDonalds Pepsi Services Arthur Anderson Price Waterhouse/ of her knowledge skills, growing enterprises, low costs, improved quality and buoyant/, 2007/SOTC Report / Pacific Asia Travel Association/ AC Nielsen Survey for the Tax-Free World Assocn. - TOI April 25, 2007 THINK /


Providing Business Solution With Expertise Quality

company with a seasoned leadership team, which continues to strive for improvement of professional and personal skills and the quality of our services. Availability Communication is a/entry from product catalogs to web based systems Data Entry from hard/soft copy to any database format Insurance Claims Entry PDF Document Indexing / which need not require process for estimation, approval for implementation or having fixed cost for development we deal on this methodology.  BPO Projects Non-Voice Projects we /


Welcome! VISTA@BYU Reengineering Student Services Project Training BPM Session 1 – Introduction and Foundation Sep 27, 2000 Dr. Markus Gappmaier,

socio-technical change Participation (employees + customers) Consideration of soft facts Persoenliche Übung: Nachdenken über erlebte Conditions for successful change (7 Min., berichten) A = Aufgabe, / oriented along with process and system thinking.” (McCormack, BPO: What is it and How do you know when you/ action plan skills incentives resources confusion action plan vision incentives resources problems unsuccessful start vision skills incentives resources action plan vision skills incentives Frustration /


Strategic Management: Concepts A dynamic perspective Mason A. Carpenter and Wm. Gerard Sanders 2009, 2 nd. Edition ISBN 9780132341400 Presentation of key.

Looking at international strategies Three questions 1- Why? 2-Where? Hard and soft criteria Fit 3-How? Internationalization increasingly critical: 1-Capital markets and employees/agreement 280 Foreign Direct Investment 281 Importing 281 Business Process Outsourcing BPO 281 Off-shoring 277 Lincoln Electric 278 South African Breweries and / interdependence Depends on nature and volume of R sharing and skill transfer Need for autonomy Retain key individuals Appropriate amount of autonomy depends on whether/


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