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PERFORMANCE APPRAISAL
AT
OF
H.P. 173223.
L R INSTITUTE OF MANAGEMENT
CERTIFICATE
This is to that this on the job training report titled certify “The Study of
PERFORMANCE APPRAISEL IN BPO 31 parallel, Shimla H.P .” submitted in
To the best of my knowledge data reported is original. The assistance and help
received during the course of this project has been duly acknowledge
Date:
Place: SOLAN
DECLARATION
I also declare that, any or all contents incorporated in this Report have not been
submitted in any form for the award of any degree or diploma of any other
institution or university.
I will be failing in my obligation if to not thank my family for their support and
encouragement.
(UMER SHAH)
DEFINITION OF BPO
Outsourcing: -
An organization entering into contract with another organization to operate and manage one
or more of its business processes
BPO as per the work performed can be classified as VOICE BASED, which includes
customer related services such as technical support, marketing etc. and NON-VOICE, which
includes internal business operations. And as per the
OBJECTIVES OF BPO:
Traditionally, the main objective of companies outsourcing their business processes to India
was the want of low cost. But now-a-days companies that offshore their business processes to
India are no longer looking at cost reduction alone. They typically want to achieve:
2) Cost savings
Outsourcing as a concept is probably one the oldest and most commonly practiced. As a
concept and practice it pervades all aspects of our lives- domestic as well as professional. The
idea of outsourcing has its roots in the ‘competitive advantage’ theory propagated by Adam
Smith in his books’ THE WEALTH OF NATIONS’ which was published in the year 1776.
Over the years, the meaning of the term outsourcing has undergone a sea change.
1. HISTORY OF BPO IN INDIA: In India BPO started with British airways setting their
back-office operations in Delhi in early 1980’s. Starting with captive units India BPO moves
to the third party BPOs. Thereafter the entry of IT- majors brightens the Indian BPO industry
in global BN) landscape.
Value chain is a chain describing the value of business processes being outsourced to India.
Value can he explained as the importance of business fl) CCSSCS to the firm outsourcing its
business operations. India is moving up in the value-chain. At the beginning only low end
data entry processes were outsourced to India. With the passage of time trend goes on
changing. Front low value data entry processes chain moves up to core processes being
outsourced now-a-da. It
Started with:
MlD-l990’s- DATA ENTRY PROCESSES: Data entry simply includes entry of data from
paper, books or any hard copy format to computer aided soft copy.
Call centers are outlets that exist mainly to answer inbound or place outbound telephone
calls and can exist for the purpose of sales, marketing, telemarketing, customer service,
technical/non
Technical support or any other specific business activity.
To know the actual sizing of the BPO industry we will describe it under two heads:
BPO in India has witnessed a steady growth. Both offshore as well as onshore component of
BPO market is increasing.
The above figure clearly shows that exports in the BPO market are increasing at the
fluctuating rate. In 2003 it was USD 2.6 billion. Then it increased to USD 3.1 billion in 200-l
And in the financial ear 2008 it was USD 10.9 billion. It is expected to reach at USD 12.8
billion by the end of 2009. Figure indicates that it grows almost at the rate of 50% from 2003
to 2006. After that it grows almost at the rate of 20%-30%..
As shown by the figure overall BP() grow steadily at the rate of almost 28% in 2005 total
BPO industry was USD 12.5 Billion while it is expected to reach USD Billion in 2009.
FUTURE LOOK: As per the study conducted by NASSCOM Indian TIPO industry is
growing at a CAGR of 28’c. If it continues with this pace it will reach to USD 30Billion by
2012 hut ¡t is expected that it will touch USD 60 Billion because of the many advantages it
has over the competitors.While the other study of NASSCOM predicts the Indian BPO
market will reach USD 225 Billon b 2020.
So it can be represented as:
E= Expected.
BPO has contributed a lot in the Indian economy by down turning the graph of
unemployment. BPO has been successful in creating lot many jobs. This can be made the
help of following
So the greatest pool of graduates k moving towards the BP() industry thereby decreasing the
unemployment and developing the economy by utilizing the available pool of talent.
2. GLOBAL BPO MARKET AND INDIA’S SHARE:
Global BPO market is also growing at the rapid pace. As shown by the following
table in 2012 it was USD 5.1 Billion and progressed to 53.4 Billion in 2017.
Out of this total global market India’s share is estimated to be 5-6%, currently as shown by
the following diagram. US ha’e the brgest share of 52% followed by UK which commands
20% of the HPO pie. G.RTNER predicts that Indias share in the Global BPO market will get
ouble by 2010i.e. it will reach to 10% of total BPO market.
FIGURE GLOBAL BPO MARKET SHARE
4. SEGMENTS IN BPO
BPO in India is organized in many segments. Previously there was only lo end voice
operations were outsourced to India. In the early days of BPO in India oîce operations were
the major actors leaving a very small proportion for non-voice activities. But, as India moves
up in the value chain, non-voice operations starting OCCU a bigger proportion of the BPO
pie. Except voice and non-voice, BPO in India can also be segmented into horizontal and
vertical.
BPO
Voice outsourcing is also termed as front office outsourcing. Front office outsourcing
services have to do with interactions directly with customers, usually over the telephone but
can also include email, internet, fax, and either forms of interactive communications with
customers. Organization can concentrate on high valued core business activities by
outsourcing its non-core front-office operations. It also allows them to reduce the significant
expense associated with voice element of business. And by outsourcing the non-core
activities to the service provider who can handle them more efficiently and effectively,
customer satisfaction can also be increased and create a sustainable, long term, productive
relationship.
a. INBOUND SALES:
Inbound sales refers to the process where your customer calls your business as a result of
stimulus such as a marketing promotion, a referral from someone, a direct mail campaign, a
media advertisement, a contact number on your company’s web page, or any type of
marketing and sales activity where the logical next step in the sales process for the customer
is to place a call to the ‘ business. For an inbound sales process, the call center agent works
through the sales process to conclude with a sale for your company. Results include making a
commitment to purchase or placing an actual order for a product or service. This could
represent anything from a vacation package to a floral arrangement to a subscription to
almost any type of purchase that
can be done over the phone.
2. OUTBOUND SALES
Outbound sales refer to the proactive selling of products and services using the telephone. In
inbound selling your customer calls you but in the outbound sales you call your customer for
affecting a sales activity. This includes contacting the customers who have already
demonstrated interest by signing tç or by contacting your company by mail, email, web,
phone, or in-store activity.
3. RETAIL MARKETING
Conducting business has changed, it’s no longer possible to personally visit all your clients
and customers, in fact with the popularity of the Internet many clients may not even reside in
the same city or even county. Establishing and creating a telemarketing service has enabled
businesses to connect with all their customers via the phone. A telemarketing service allows
you to keep track of customers as they dose, merge. Keeping in regular contact with your
dents’ means being able to record their movements while maintaining a marketing and
ongoing customer relationship.
4. CUSTOMER SERVICE
Customer service covers a wide range of services providing support, information, and
answers to your customers to a variety of questions and enquiries. Although generally
customer service is done using inbound calls, it can also be used with outbound calls.
Examples of outbound customer service include follow-up on orders, confirmation of receipt
of a product or service, quality surveys with your customers, and more.
5. ORDER PROCESSING
Order processing includes the process of taking information from your customers so that a
specific transaction or order can be processed. This applies to either Business to Business or
Business to Consumer relationships with customers.
6. TECHNICAL SUPPORT
APPOINTMENT SETTTING
For some businesses. a direct contact between people is required to complete the sale or
provide the service. The challenge is getting the appointment with a service as businesses to
leverage experts in the way of appointment setting to be able rake a potential dent from
expressing interest in your best offer to setting up a specific tune and day for a meeting
between that potential client and an account representative from your company
8. DEBIT COLLECTION
The help desk function is critically considered to be an internal company function for
supporting your company’s employees and businesses in your chain. It can also refer to a
sample for your customers to call to receive help with questions they have.
9. HELP DESK
The help desk function is typically considered to be an internal company function for
supporting your company’s employees and businesses in your supply chain. It can also refer
to a place for your customers to call to receive help with questions they have.
Market research or quality suveys help a learn more about your market or yow business
potential, and also helps in determining the quality of yow service and prodncts to customers.
Experienced agents are able to contact and scuss ith yotr eximg or potential customers to
gather valuable information to help you make business decision.
Non-voice BPO or Back office outsourcing services includes the processes associated ith
running the business operations such as financial operations, human resources and
information management. It does no include the interaction of the customers as it includes the
internal business processes. Again by outsourcing low-end activities a firm can concenter
more on its core business operations thereby enhancing the profitability of the firm.
Accounting services include either portions or the full range of managing the accounts
payable and accounts processes. It also includes managing the general ledger, bank
reconciliation accounts etc.
2. DATA ENTRY.
Data entry services helps in getting large amount of information added into databases or
specific applications, cost effectively.
š. DATABASE MANAGEMENT.
Every business has customer and contact databases to manage and keep up to date. database
management service allows keeping database clean and up to date through a program of
contacting our clients to ensure you have the latest information.
4. CLAIMS PROCFSSING.
Typically associated with the insurance industry, claims processing actually covers an
process that starts with a customer enquiry that requires investigation. analysis, assessment,
decision, and follow-up with a formal response.
TRANSCRIPTION.
Transcription is the process of converting the audio or visual information into electronic
document form. medical transcription was one of the first offshore BP() services to be
launched from India. This service involves the transcribing of medical records from audio
format or
dictated by doctors or other healthcare into either a hard copy or electronic format.
6. HUMAN Resource
human resources are the manpower employed by the firm. It is the valuable asset of the
company. More and more businesses are outsourcing their human resource business function
or parts of that function to experts who do this service full-time. This ranges from hiring
processes to management of employee benefits process to payroll. Businesses that find a high
quality service provider outsource their HR activities and can increase their employee
satisfaction to
reduce expenses.
Books:-
Delpo, Amy.The performance appraisal handbook legal and practical rules for managers
barkeley, (A : Nolo, 2005)
Journals
WebSites
https://blink.ucsd.edu/HR/supervising/appraisal/conduct.html
https://en.wikipedia.org/wiki/Performance_appraisal