YELLOW LILIES PVT LTD.

REPORT
BUSINESS PROCESS OUTSOURCING
BY : VIJETA GUPTA

[TYPE

THE COMPANY ADDRESS]

BUSINESS PROCESS OUTSOURCING

Defined simply, BPO is the preparation, capture, warehouse, retrieval and utilization of information for an organization. Data processing is accompanied by extracting information from a current or custom designed form, fax, catalogue, book, electronic media or an on-line entry system, while simultaneously offering an internet-based data entry and query service. This service bureau concept alleviates the need for onsite data entry personnel, Optical Character Recognition (OCR) software and hardware while ensuring the utmost integrity, accuracy and security. The BPO actors: Saunders et al. (1997) recognize that outsourcing has two main actors: the outsourced and the outsourcer . The first is the customer or client who outsources his processes while the second, the enterprise or commonly called the vendor, delivers outsourced services. The process owner Shroffs Foundation Trust is the organizational interface of the two enterprises during all the outsourcing activities. The BPO mechanism: Financial Times (2004) explains the mechanism of BPO whereby a BPO provider assumes primary responsibility for delivery, maintaining and developing a business process or sets of functions. Contracts are usually long-term and, in some cases, staff responsible for the outsourced function move across the customer to the provider .The two above concepts give a micro-economic dimension to BPO as a management strategy. When we look at the bigger picture and consider the macro framework, we should include a third actor: the Government or the country in which the service is being delivered. We can therefore emphasize from the very outset that BPO as an industry has three main actors: the client who requires the service, the vendor who provides it and the country which is the location from which the service is provided.

How to set up a call centre

TECHNOLOGIES
Software: No one size or type fits all. Applications should be selected on the basis of features, interoperability and usability. Custom software is best, but off-the-shelf applications can be used as long as they are customized to meet your call centres needs. Voice Network: You'll probably want to base your network on VoIP technology to take advantage of the technology's cost, software integration and call-routing benefits. Servers: Look down the road and acquire systems with enough speed, memory and storage scalability to handle your call centres operations for at least three years. Displays: LCDs save power and space, and they're easy on the eyes. The screens should be large enough to accommodate your software's graphical interfaces without creating eyestrain. Headsets: Ear gear should be tight yet comfortable. Detachable components promote good hygiene. Keyboards: To prevent repetitive-motion injuries, make sure the keyboards are adjustable and aren't too stiff or lightweight.

LAYOUT
Floor Plan: The best way to determine the ideal floor plan is to try a variety of different options to maximize the number of agents per square foot while still providing an effective flow. A program like Autodesks AutoCAD can be a big help in designing an efficient layout. Space: Is there enough physical space to accommodate the number of planned agents? Have you planned for future growth? Aisles: The aisles between workstations should be wide enough to allow for efficient movement and meet local building-code regulations. Workstations: Workstation furniture should be selected and configured to help agents handle their tasks efficiently and with minimal wasted movement. Look for full-service manufacturers that provide not only agent furniture systems, but also storage cabinets, meeting tables, chairs, and administrative and executive office furniture. You'll end up with a more cohesive system at a better price than you would working with disparate vendors. Supervisor Stations: Supervisors need to see and be seen. Make sure your layout has positioned supervisory personnel in central and prominent locations. Noise Control: Noise-abatement techniques, such as wall and cubicle soundproofing, as well as noise-cancelling headsets, will enhance call quality while boosting agent productivity. Ergonomics: Workstations, chairs and computer-input equipment should all feature ergonomic designs.

POWER
Design: Will power be dropped in from the ceiling or will it come up from the floor? Outlets: Are there enough outlets to support all the equipment that will be used? Wiring: To prevent dangerous snags and trips, wiring and cables should be totally concealed in the flooring, the walls and the furniture. Backup: An emergency generator can keep your centre running independently of the main power grid. At the very least, in the event of a power failure, a generator can allow the centre to power down gradually and safely.

ENVIRONMENTAL CONSIDERATIONS
Heating/Cooling: People and equipment both need adequate environmental controls. Call centres that are too cold or hot degrade agent performance and potentially shorten equipment life. Air Filtering: Dusty, dirty air can make agents drowsy, burn their eyes and provoke allergies. Dust can also gum up equipment, so invest in a high-quality air-filtering system.

Lighting: Good lighting is an often-overlooked design element. Dim, overly bright or improperly positioned lights can drain agent productivity. The money spent on hiring a lighting expert won't be wasted. Security: Closely analyze your call centre for security weaknesses. You'll need to address three areas: technology security (affecting networks, servers, software and other technologies), physical security (affecting the call-centre site) and employee security Overlooking any of these areas can lead to serious long-term consequences.

The process is probably something along the lines of: Customer calls This is purely the design of the existing telephone call. It does not reflect any background process issues affecting the customer. Agent handles call Whilst with a simple process such as this the call routing is easiest, the customer has no idea of how they stand in relation to the rest of the calls arriving. Will they be answered in the next 10 seconds or is the wait half an hour? You all know as well as me in this case the call is ALWAYS answered just as you decide to hang up and you hear the Hello, thank you for calling just as youve gone past the point of no re

Although the system is simple, the scope for customer dissatisfaction is high. As with the staff rota example above, a few simple changes can lead to massive results in goodwill, customer and staff satisfaction. Below are a couple of examples of simple call routing changes (getting progressively more complex) that can be applied to most phone switches. Example 1. (Simple ACD)

In this case at least the customer knows they are calling the correct company. Once in the ACD the customers call is then routed to the next available agent, NOT the next person prepared to take a call. The welcome message can also incorporate an out-of-hours message advising of opening hours or an emergency contact.

Example 2. (Skills-based routing) By the addition of a single voice menu, calls are now routed by team. The customer has one choice to make and can almost immediately speak to the next available agent in the section they require.

 Example 3. (Hold system) Note the area in the dashed line is a loop until an agent is available. The timings are between messages and the agent availability check is continuous. Music can be added between the hold messages.

Below is a further refinement of the system giving the option for the customer to leave a message on an IVR (interactive voice response) system. This is the logical next step. That being said, you need to refine the general business process to accommodate the call-backs generated by such a system. The diagram below is the last of the general call-flow ones. These models use the assumption that all teams are separate. Other call-flow manipulation could include: If the customer service team is busy, wait 20 seconds then check if a sales team member is free, if so route the call (and vice versa). If you have a high demand on one team and low on the other, calls can route to the lowdemand team as an overflow. Both these options, however, mean that the teams have to be cross trained on the others policies, procedures and scripting where required.

This is about as complex as most start-up call centres need to get and the above facilities should be available either as part of the main package or as a bolt-on to any switch made after about 1985. However, care needs to be taken in menu design. Nested menus, menus with four or more options and overtly technical phrasing in the menu commands will ultimately drive abandon rates up. Now the required set-up has been decided, its time to move onto the final section. This is where buy-in from the staff is at its most valuable. As soon as you get to this point you can also capture messages out of hours.

turn in hanging up.

Software Requirements
Supported system and application software for accessing Microsoft Online Services are shown in the following table. Software Operating systems Windows 7 Enterprise Windows 7 Home Basic Windows 7 Home Premium Windows 7 Professional Windows 7 Starter Windows 7 Ultimate Windows Vista Business Windows Vista Enterprise Windows Vista Home Windows Vista Ultimate Windows XP Professional (SP2) Windows XP Tablet PC Edition (SP2) Windows Server 2003 (SP2) Macintosh OS X (10.4) Macintosh OS X (10.6) System software Microsoft .NET Framework 3.0 SP1 or Microsoft .NET Framework 3.5 In Office Live Meeting, Macintosh OS X clients will not have access to voice, video, or client-side recording. Browser software Windows Internet Explorer 8 (on Windows 7, Windows Vista, and Windows XP) Windows Internet Explorer 7 (on Windows Vista and Windows XP) Microsoft Internet Explorer 6 (on Windows XP) Windows Internet Explorer 8 is recommended for the Microsoft Online Services Administration Centre. Firefox 3 Safari 3 (on Macintosh OS X 10.5) E-mail client software Microsoft Outlook 2010 Supported version

Microsoft Office Outlook 2007 (SP1) Microsoft Office Outlook 2003 Microsoft Outlook 2011 (on Macintosh OS X 10.5) Microsoft Entourage 2008 (on Macintosh OS X 10.5) Microsoft Entourage 2004 (on Macintosh OS X 10.4) Microsoft Online Services Sign In application Instant messaging software Conferencing software Office applications on Microsoft SharePoint Online .NET Framework 3.0 SP1 when running on Windows XP

Microsoft Office Communicator 2007 R2

Microsoft Office Live Meeting 2007 R2 Microsoft Office 2010 Microsoft Office 2007 Microsoft Office 2003 Microsoft Office for Mac 2008 Office for Mac 2004

Hardware Requirements
Hardware requirements for client computers used to connect to Microsoft Online Services are shown in the following table. Operating systems Windows 7 Hardware requirements

1 gigahertz (GHz) Pentium processor and 1 gigabyte (GB) of system RAM (32-bit) or 2 GB of system RAM (64-bit) 1 gigahertz (GHz) Pentium processor and 1 gigabyte (GB) of system RAM 500 megahertz (MHz) Pentium processor (recommended 1 GHz) and 256 megabytes (MB) of system RAM

Windows Vista

Windows XP

1. A good PABX system with the number of expanding telephone lines. Take at least 5 trunk lines to make it more available to users. 2. A network for the pcs that the users will be using. 3. A network diagram of the telephone system and the computer system. 4. Computer Requirements

5. PBX Requirements and 6. Dialogic Telephony Card Requirements Computer Requirements recommend running Acarda Messenger on a computer with Windows 2000/XP. The minimum specification for the computer should be: Pentium III or equivalent Typically 128M RAM 1 ISA slot per ISA-compatible Dialogic Card. or 1 PCI slot for the PCI Dialogic Card. PCI cards are not supported on Windows 95/98. PBX Requirements Acarda Messenger requires a PBX telephone system to transfer calls. However, if you do not intend to enable recipients to transfer back to someone within your company then you DO NOT require a PBX telephone system as a standard analog telephone line will be sufficient. For telephony applications to work, your telephone system must be able to transfer calls by switch-hooking and sending DTMF tones. Most modern PBX's function in this way. If it is a digital PBX, you will need to have an analog card installed. Dialogic Telephony Card Requirements To connect the computer to your telephone line you require a professional Dialogic Telephony Card.

ERP
OpenERP has functions to manage a call centre. If, when you installed the CRM module, you selected the option for calls youll be able to manage incoming and outgoing calls. Call management can be used for two particular needs: Entering customer calls so that you keep a record of the communication attached to a partner or a sales opportunity, Managing a call centre with operators who handle lists of calls to carry out one after another. To enter details of a phone call, use one of the two following menus: CRM & SRM Phone Calls Inbound, CRM & SRM Phone Calls Outbound. The phone call will then be visible on the partner form to give you complete visibility of the events about that customer or supplier. You can manually encode calls that happen or you can pass them into OpenERP. But for mass campaigns, you can import a list of phone calls to make. To do this, click on the import link at the bottom of the list of phone calls. On the GTK client use the toolbar button Form Import at the top. Phone calls that have occurred in the open state. The different operators can be assigned calls and handle them one by one using the menu CRM & SRM Phone Calls Outbound New Outgoing Call. The operator can open the calls one by one. For each call, after having contacted the customer, the operator can click on one of the following buttons: Cancel: you cancel the call. For example you could cancel the call if youve tried to call them more than three times.

Held: youve spoken to the customer by phone. In this case the operator can change the case section and send it to sales opportunities, for example. You could alternatively leave it in this state if you dont need to carry out any more actions with this customer. Not Held: the customer hasnt been called; youll try to call him again later.

Advanced Customer Relations

OpenERP also supplies several tools to improve and automate relationships with partners. They wont be described extensively here, just introduced briefly. The supplier/customer portal gives you the ability to provide your suppliers and customers with constrained access to OpenERP. They will then be able to view or enter sets of information directly online to OpenERP. For example they could enter their orders, reprint their invoices, or work on communal projects. To activate the portal you should install the modules that start with the string portal_. The email gateway lets you interface the CRM with incoming and outgoing emails. The scripts used for the email gateway are available in the crm module in the scripts subdirectory. Outlook and Thunderbird plugins let you synchronize your contacts between your email client and your ERP. They both enable you to create sales opportunities based on exchanges you have with the customer. The rules for automating actions enable you to send emails automatically based on the event, such as assigning opportunities to the most appropriate person. To access the CRM rules, use the menu CRM & SRM Configuration Cases Rules. The segmentation tools let you create partner groups and act on each segment differently. For example you could create pricelists for each of the segments, or start phone marketing campaigns by segment. To enable the management of segmentation you should install the module crm_profiling. The base_report_designer module enables you to create letter templates in OpenOffice and automate letters for different prospects. OpenERP also has plugins for MS Word to simplify the creation of mass mailing.

Five ERP CRM Providers

SAP
Founded in 1972, SAP is considered the pioneer of ERP. With close to 40,000 employees serving 38,000 customers across the globe, SAP has been commanding a huge chunk of market share since ERP solutions first came to prominence. The companys ERP CRM suite rounds out its broad portfolio of business applications, enabling companies to truly improve every single aspect of their operations. SAPs ERP CRM suite has also received numerous industry accolades, and was recently named the market leader by analyst firm Forrester Research.

Oracle
Oracle was founded more than 30 years ago, and has been providing innovative business software solutions ever since. In recent years, the software giant has extended its portfolio of ERP solutions through the acquisition of companies such as PeopleSoft, Siebel, and JD Edwards. These mergers, as well as Oracles take-over of Telephony@

Work, a leading call centre solutions provider, have given the company a solid edge and a broad portfolio of offerings in the ERP CRM market. Today, Oracles ERP CRM solutions are used by over 4.6 million end users across a variety of industry sectors. Additionally, a recent Gartner study shows that Oracles ERP CRM applications were used in 60% of all CRM implementations in 2005.

NetSuite
Since 1998, NetSuite has been a leader in providing fully integrated enterprise-quality technology solutions to small and mid-sized businesses. The NetSuite family of applications includes packages for accounting and ERP, CRM, and e-commerce. The companys ERP CRM offering, as well as its other solutions, are designed to provide powerful capabilities in an affordable, easy-to-use environment. Forrester Research has given NetSuites ERP CRM package high ratings, raking it as the number one hosted solution for opportunity management, forecasting, sales management, dashboards, product catalogues, activity management, and document management.

Epicor
Founded in 1984, Epicor is an up and coming player in the ERP CRM space. Named to Fortune Magazines 100 Fastest Growing Companies list in 2006, the company offers a broad range of ERP, CRM, and professional services automation (PSA) solutions to midmarket businesses around the globe.

Infor
More than 70,000 companies rely on Infor solutions to meet their most complex needs. Infors suite of solutions includes ERP, CRM, enterprise asset management, product lifecycle management, and performance management. The company is a proven leader in the business software field, ranking as the 10th largest software provider in the world with over 8,000 employees and $2.1 billion in annual revenues.

SAP ERP Benefit

Increased productivity Improve cost control through integrated management of key business processes across your organization Improve operational efficiency by extending the reach of business processes throughout and beyond the enterprise Accelerate response to market changes and competitive challenges Reduced costs through increased flexibility Improve process standardization, efficiency, and adaptability by utilizing service-oriented architecture (SOA) Gain access to transactions, information, and collaborative activities across a broad business community Add specific functionality as needed to support evolving business requirements Reduce capital outlay by eliminating the need to purchase third-party software Lower costs by standardizing enterprise software on a single integration platform Enable faster, more cost-effective business expansion by eliminating the complexity of managing home grown or heterogeneous software applications Faster, higher ROI Use rapid implementation techniques that cost less than half of what traditional approaches cost Gain rapid access to needed functionality through preset defaults and pre packaged, industry-specific versions Enhance the value of existing software investments by increasing their use throughout the enterprise Innovation without disruption Take advantage of new functionality through SAP ERP enhancement packages rather than upgrades Implement functionality to support business processes incrementally as your business requires an evolutionary approach that protects your existing IT investments and reduces costs

On the other hand, SAP customers are more satisfied than Oracle's. When we look at two metrics - executive satisfaction and employee satisfaction - SAP scored higher than Oracle. In fact, SAP had the highest satisfaction rating of all the ERP vendors included in the study (and there were dozens of them).

ORACLE ERP Benefit

Increase the value and return on investment (ROI) from the existing ERP environment. Decrease the total cost of ownership (TCO) of the ERP system Enable quicker access to accurate management information Harmonise, standardise or redesign ERP business processes Manage business changes such as mergers, acquisitions and divestments Add new features and functionality

NETSUITE ERP Benefit

A single and enterprise wide integrated business software system. The suite possesses a respectable balance of application breath and product depth. Flexible digital dashboards. The ERP dashboards are an impressive showpiece. Role-based application navigation and security. NetSuite believes this structure provides a distinguishable difference from other ERP systems. While we generally agree, it is ultimately up to each individual to determine whether this paradigm is an advantage or disadvantage. A native thin-client solution designed for on-demand Internet delivery. Strong market leadership. NetSuite is a marketing powerhouse. The company pumps near $100 million annually in aggressive advertising, marketing and media. Several industry specific or vertical market solutions. The companys Partner Relationship Management (PRM) module is well designed, thoroughly integrated throughout the application and provides good lead distribution, joint forecasting, commission management and partner performance metrics. While limited to SMB companies, NetSuites ecommerce shopping cart is the best integrated solution in the SaaS ERP market. Advanced functionality such as the keyword marketing module, affiliate management, eBay integration, promotional URLs, real-time credit card processing and basic SEO capabilities collectively provide an impressive ecommerce solution

INFOR ERP Benefit

Cut costs and produce better products See whats happening in every corner of your business Make smarter decisions Get the right product to the right customer at the right time Keep the promises you make to your customers

COMPARE VENDORS
Vendor Epicor ERP Software NetSuite ERP Software Consona ERP Software About Company Company Logo

Customer Focus

Epicors ERP solutions help midmarket organizations and divisions and subsidiaries of the Global 1000 maximize their most important resources for profitable growth. Solutions are available for a number of industries including manufacturing, distribution, services, hospitality and retail.

NetSuites main customer base consists of growing and medium size businesses predominately in the eCommerce, wholesale and distribution, software, professional services and retail sectors.

Consona serves the small to mid-size manufacturing segment, primarily customers in the 5 to 150 user range. Virtually all product and service segments are represented in its customer base.

Highlights

Offers next generation enterprise resource planning (ERP) solutions providing capabilities across the entire enterprise, including manufacturing workflow Based on the most agile and adaptable business architecture available, Epicor ICE 2.0, combining collaborative Web 2.0 concepts with Epicor True SOA to provide unprecedented scalability and

on-demand accounting/ERP software application with over 6,600 customers Provides one seamless system to run accounting, order management, inventory, fulfillment and shipping, CRM and ecommerce Give your employees anytime, anywhere access to your business software and slash technology costs and hassles with SaaS (Software as a Service)

Use of Microsoft technology establishes a seamless interaction between all elements of the Intuitive ERP architecture Industry-specific, flexible solutions to better match business requirements Focused on rapid growth through consolidation Serves small to mid-sized manufacturers Focus on quality and customer service

flexibility on almost any device Provides global solutions available in over 150 countries and over 35 languages that comply with legal and industry standards

Financial Modules Offers Financial or Accounting Features Epicor Financial Management and Accounting software features general ledger, cash management, accounts receivable and other financial tools. NetSuite Online Accounting offers general ledger, accounts receivable, tax management and other financial tools. Consona Made2Manage ERP offers financial tools for key accounting tasks.

Human Capital Management Module Offers Human Capital Management or other HR Features Epicor Human Capital Management includes recruitment, training administration management features. NetSuite Human Capital allows users to track timesheets, manage payroll, manage expense reports as well as other HR duties. Consona DTR ERP solution includes finance features such as general ledger, accounts payable and accounts receivable.

Inventory Control Module Offers Inventory Control Features Epicor Warehouse Management includes features for inventory control. NetSuite Inventory and Warehouse management offers real-time inventory visibility, inventory cost management and other inventory tracking tools. Consona DTR ERP solution includes inventory control features such as multi-warehouse and multi-location invenentory management.

Open Source Options Offers Open Source or On Demand Options Epicor eCommerce is offered as Open Source Yes No

Project Management Module Offers Project Management Features Epicor Planning and Scheduling software includes features for NetSuite offers a variety of ERP solutions with Project Consona DTR ERP software includes a costing feature that

estimations, costing, scheduling and other features to aid in project management. Supply Chain Modules Offers Supply Chain Management Features Epicor Supply Chain Management software includes features to streamline a company's supply chain processes.

Management functionalities.

can track individual projects and includes variance reporting.

NetSuite Inventory and Warehouse Management includes features improve inventory management. NetSuite Shipping and Fulfillment helps streamline a company's shipping processes.

Encompix ERP contains so supply chain management features; such as inventory and costing.

Warehouse Management Module Offers Warehouse Management Features Epicor Warehouse Management is made to streamline all aspects of warehouse management. NetSuite Inventory and Warehouse Management include functions to increase warehouse efficiency. NetSuite also has other software solutions to help with work orders and cost management

I will choose openERP for my Business Process Outsourcing Vendor will be SAP

BPO Supply Chain Management services

BPO Supply Chain Management services provide an efficient, outsourced back office that is focused on value optimization and sustainability at each step of the supply chain, from Buy & Make to Store, Move & Sell. End-to-end supply chain processes Sustainable, green and energy-efficient operating models Logistics optimization services Leading supply chain platform technologies A global delivery framework