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Learning module designed for BS Info Tech Third Year students of the Aklan State University-College
of Industrial Technology for the Second Semester of Academic Year 2017-2018
The course provides an
introduction to fundamental
business process outsourcing
concepts via an understanding of
the techniques for using business
practices and methods to create
and improve business processes.
The foundational study of business
FUNDAMENTALS OF processes provide a basis by which
performance improvements are
BUSINESS PROCESSES
identified and implemented across
OUTSOURCING 102 business organizations. Business
process outsourcing is introduced
as a natural evolution of business
process management. The student
is exposed to a set of qualitative
and quantitative topics aimed to
enhance process-¬oriented
thinking, in order to develop the
knowledge and skills necessary to
appreciate and implement
by Junah Belle M. Rosales, MIS programs of process reengineering,
management, and excellence in
organizations
Credit: 3 units
3 hours Lecture per week
Pre-Requisite: SMFBPO1
DISCLAIMER
CERTIFICATE OF REVIEW
__________________________________________
Chair, CIT- Technology Department/Information &
Communications Technology Instructional Material Development
Review and Evaluation Committee
________________________________________
Member, CIT- Technology Department/Information &
Communications Technology Instructional Material Development
Review and Evaluation Committee
________________________________________
Member, CIT- Technology Department/Information &
Communications Technology Instructional Material Development
Review and Evaluation Committee
Republic of the Philippines
AKLAN STATE UNIVERSITY
College of Industrial Technology
TECHNOLOGY DEPARTMENT/INFORMATION & COMMUNICATIONS TECHNOLOGY
Kalibo, Aklan
November 6, 2017
CERTIFICATION
This certification was issued to JUNAH BELLE M. ROSALES relative to her claim for authorship
of the instructional material which will be included in her documents for NBC 461.
_______________________________
Member, ICT IPR/IMDC
_______________________________
Member, ICT IPR/IMDC
______________________________
Chair, ICT IPR/IMDC
_______________________________
Department Chair, Technology Department/
Information & Communications Technology
Republic of the Philippines
AKLAN STATE UNIVERSITY
College of Industrial Technology
TECHNOLOGY DEPARTMENT/INFORMATION & COMMUNICATIONS TECHNOLOGY
Kalibo, Aklan
ACKNOWLEDGMENT
Duening, Thomas N. et. al. (2005). Essentials of Business Process Outsourcing ISBN 0-
471-70987-5
Halvey, John K. et. al. Business Process Outsourcing- Process, Strategies, and Contracts
Second Edition. Copyright 2007 by John Wiley & Sons, Inc. SBN:978-0-470-04483-4
Freelancing in America: 2017 (September 2017). Edelman Intelligence.
Online References:
Andrew Kokes (2014). Sitel Global retrieved from Top 5 Reasons Companies
Outsource at https://www.sitel.com/wp-
content/uploads/2014/01/WHITEV0001TOP5.pdf on November 18, 2017
7 Facts and Forecasts: The BPO Industry in the Philippines by USource Team
(March 12, 20015) retrieved from USource website at
https://www.usource.me/7-facts-and-forecasts-the-bpo-industry-in-the-
philippines/ on November 18, 2017
Online file of Navarro Amper & Co. retrieved from Deloitte Southeast Asia at
https://www2.deloitte.com/content/dam/Deloitte/ph/Documents/about-
deloitte/ph-about-doing-business-in-the-philippines-jan2015-issue3.pdf on
November 18, 2017
Report on the on-going process towards developing the Philippine Labor and
Employment Plan (ELP) 2017-2022 retrieved from
http://www.ilo.org/wcmsp5/groups/public/---asia/---ro-bangkok/---ilo-
manila/documents/genericdocument/wcms_523524.pdf on November 18, 2017
Preface
The author also shares her journey in juggling the day job and
the online night job shift that changes her standard in terms of
quality output and her perspective of lifelong learning in the field
of information and communication technologies.
TABLE OF CONTENTS
1 Cover Page
2 Course Description
3 Disclaimer
4 Certificate of Review
5 Acknowledgment of Utilization
16 Course Outcomes
15 Module 1
00 Module 2
00 Module 3
00 Module 4
00 Capstone Project
CO1
Conceptualize organizations as
compendiums of processes;
CO2
Analyze business operations as
processes and understand their value
contribution to business performance;
Improve process documentation,
CO3
modeling, and quantitative analysis
methods;
CO4
Understand basic process operation
management, process improvement
methodologies, and core concepts of
process quality;
CO5
Recognize interdependencies of
business processes across organizational
boundaries; and
CO6 Identify the role and value-add
information technology to business
process efficiency management.
1 2
Distinguished the Conducted study
typical on the BPO
organizational opportunities as
process from a service
negotiating provider through
process in the freelancing
context of BPO platforms
This topic will help you familiarize the typical organizational process
observed in the government and even in private sectors. The resource
content below retrieved from the lecture hand-outs of Dr. Vinayshil
Gautam from London, a Founder Director IIM K and a Leader Consulting
Team IIM S.
Perspective
Organizational Design
Organization design involves the creation of roles, processes, and
formal reporting relationships in an organization.
It can also be defined as: Developments in or changes to the
structure of organizations
Environment
People Strategy
Organizational
Design aligns
structures with
situational
contingencies
Size Technology
Nature of Organizations
Work Items
CO1 Tasks
Case Study #1
Learning Assessment
CO1 Topic 2
Negotiating Process in the context of BPO
The business process outsourcing (BPO) contract provides the
framework pursuant to which the outsourcing vendor assumes
responsibility for, and manages on an ongoing basis, all or part of a
customer’s business processes, including the applicable scope,
performance requirements, and compensation schedules. As discussed
in earlier chapters, business processes that are frequently targeted for
outsourcing include human resources (HR), finance and accounting
(F&A), procurement, logistics, data management, claims management,
customer care or call centers, and asset management.
Negotiation Process
Vendor Selection
Negotiations
Topic 1
Offshoring and employment in the developing world:
Business process outsourcing in the Philippines
Read the article from http://bit.ly/CO1-OR2 with the title 7 Facts and
Forecasts: The BPO Industry in the Philippines by USource Team on
March 12, 2015.
6. The Philippines has become the top destination for IT-BPO firms,
and remains that way.
Several factors for the country’s success in BPO are:
• scalable, educated talent pool
• cost competitiveness
• excellent infrastructure
• a proven track record
• adequate government support for the industry
Telstra Chief Executive Officer David Thodey was in the country in April
2015, to inaugurate the company’s 14th contact center facility in the
Philippines. He was quoted: “When we first came here, we were
attracted by the country’s desire to build the BPO market, the great
personality and character of the Filipino people, the culture, and
willingness to work. We’ve seen a real change in the last three years.
We’re now getting real thought leadership from the teams here in
terms of best practices.”
The BPO industry is also locally dubbed “the sunshine industry”, and
for good reason.
Now the age of the digital economy has arrived, and more and more
skilled freelancers and virtual assistants are contributing to the
outsourcing industry.
Topic 2
The state of freelancing in the PH
Read the article from http://bit.ly/CO1-OR1 by Ezra Ferraz on June 27,
2015. For Upwork, the Philippines is the third highest-earning country
in the world when it comes to freelancing more and more Filipinos are
trying their hand at freelancing online. The online jobs platform
Upwork (formerly Elance-oDesk) already has more than 1.4 million
registered Filipino users alone.
There’s good news in particular for those from the Philippine BPO
industry. The fastest growing position on Upwork was customer
service representative, with earnings in its category growing by
more than 90% last year. Despite this growth, experienced BPO
call center representatives are still in high demand across all
areas of expertise, including live chat support, technical support,
email support, and call handling.
Johnson believed that the Philippine BPO industry is due for a
shake-up.
“A common mistake that newbies make is they create a profile that presents them
as a generalist, and as a result it is hard for them to find work,” Johnson shared.
Assignment #1