Introduction
Businesses always increase their revenue generation capability and effectiveness in terms of productivity and effectiveness. They have accomplished the same thing by get their things in the right manner accordingly (Click & Duening, 2004). Training and development in terms of effectiveness can be an aspect that associated directly with the productivity of the employees who would then become able to generate effectiveness and high revenue recognition in the long run. Short Run and Long run effectiveness are effective for the corporations as far as generating their net income is concerned (Click & Duening, 2005).
Employees have to give some extra attention and attentiveness because they are the most important people for their productivity. Employees would be some extra attention at the time of selecting a new project or a new thing considerably. The stance of analyzing the behavior of the employees always be different and always varies from organizations to organizations. The stance of outsourcing is now emerging exceptionally well in the entire world, and currently this particular aspect is creating perfection for all the entities in all over the world (Duening & Click, 2005). The case is all about outsourcing and some of its major aspects relating to the same thing. According to the case, there is a company with the name of Waters Inc, a growing customer service fulfillment business which has outsources all of its customer services section to India has now engaged in a new contract that will be effective and implemented in a matter of nine months. As per the theme of the paper, the company now has only two months to set up all the things in an effective manner. The assignment has three parts that needed to be completed accordingly.
Analysis & Findings
According to the case of Waters Inc, the company just outsources its entire customer centric and satisfaction services to a firm in India. Now the entire responsibility is on the shoulders of Indian company that required hiring around 75 new customer service representatives (CSR), along with purchasing of new equipments accordingly. In this assignment, it is required to come up with a purchasing agent for both the clients and the established company standards particularly (Duening & Click, 2005).
Part-1
Need Identifications and Specifications
As an agent, it is required to ask ten to twelve different questions that will be asked from the Indian Company’s management to analyze their needs of the hardware and software which will be effective for the customer oriented business. The rationale of choosing the question should also be synthesized in it. The questions are as follows
- What will be your business is all about?
- How many employees are currently working in your company?
- How you are planning to increase the number of employees with the company?
- What services you are providing to the customers?
- What specification you would like to have on your hardware?
- Are you interested to run heavy and powerful programs on the hardware you purchased?
- What are the software applications which you would likely to have as implementation?
- What you want to achieve from the services you provided?
- Are your employees computer literate?
- Are your employees having an idea regarding the Customer Oriented Software?
- Would you like to implement monitoring tools with your software identification that can analyze every single movement of your employee
- Would you like to restrict your employees through software to use specific websites and search engines during the office timings?
All of these questions are perfect and provide in-depth analysis of the core requirement according to the specification of the company (Duening & Click, 2005). The rationale behind choosing all of these questions are simple which is to get an idea about the core idea about the specification of the company as far as having the hardware and software requirements. Some of the questions that will be asked in the analysis would be extremely essential like the amount of employees and the future consequences about the hiring of new employees (Gupta, 2008). Through this question, the agent will get an idea about the intensity and stress level of the hardware and software which they would like to implement accordingly in the company. It has been observed that the level of leisure timings and breaks are extremely high in the call centers that are why the questions related to the monitoring of employees have been asked. Through effective monitoring software like Team Viewer and others, the company can monitor the performance of their employees by analyzing their every movement accordingly. Questions like what you want to achieve from the services, and what will be your services are some of the dominating questions that included getting a detailed idea about the core services of the company. The rationales behind choosing both of these questions are simple which is to get an idea about the requirements of hardware and software needed by the company. Currently, the stance of technological function is increasing tremendously well in all over the world with a positive node and the arrival of globalization has also made the things effective for the corporations in terms of having the implementation of technological advancement is concerned. Technological advancement always brings positivity and effectiveness in assurance of the cooperation along with providing cost efficient solutions to them (Gupta, 2008).
According to the scenario, the company has been given a contract of customer services from Waters Inc, and they only have two months to train their employees about the kind of services which they are likely to provide along with train them regarding the new hardware and software. It will be effective, if user friendly software would have been applied on the same structure. The performing agent duties enable the agent to provide such a solution to the companies that can bring positivity and effectiveness in their core operations in an effective manner, and will provide exactly those things that will be effective to meet the exact requirements of hardware and software of the company in an effective and organized manner.
Part-2
Organizations have to look forward on some of the major things during their analysis and operations and among all of this aspect is Cost Efficiency as well (Halvey & Melby, 2007). Cost Efficiency really matters for an organization, as it has great things related to the performance of the company in an organized and perfect manner. Organizations always analyze the level of services and products which they are offering with that of other companies providing somewhat the same structures and things accordingly. For the effectiveness of the company in an effective manner, organizations need to have certain actions and specifications from which they can provide quality based services to its consumers (Halvey & Melby, 2007).
For the cost efficiency analysis and effectiveness, it is effective for the corporations to use the Request for Proposal (RFP). RFP is a type of Tender Notice, executed by the companies to the other companies to get an idea about the cost that will be implemented and incurred to implement such a change towards the company. Both new and existing companies have the options to initiate the RFP for a new project or for an existing project as well (Melby & Halvey, 2001). This particular aspect is extremely essential from the viewpoint of an organization particularly to apply the things effectively for the company. It is required to write a RFP to the contracting companies from Waters Inc to get an idea about the time specification along with the cost that will be incurred to complete the needs. The specification and needs analysis have already covered in the above mentioned section in which the needs and specifications have already discussed accordingly.
According to the scenario of the case, there are around 75 CSR that would have been required to hire by the company to reach on a certain conclusion and effectiveness as far as reaching on the conclusion accordingly. The request for proposal would be like this
It is stated that Waters Inc has outsourced their entire operations of customer serves to us in India, and we are in need of 75 computers for the CSRs and four laptops for the directors of the company. We need to complete the setup within a time period of 1 month, as it will require another month to train the newly hired employees regarding the services. It is requested from the contractors and the companies to give their specifications and quotes to us so we can shortlist the most effective one for our services. Short listing would be done on the basis of First Come First Serve (FCFS) initiatives, and we are expecting to receive high amount of bids for the specification. We are expecting to complete all of these setups in $ 30,000. We are expecting to receive the quotes from minority owned businesses for the above mentioned request in order to comply with the social and ethical needs. Preference will be given to minority owned business.
Part-3
Timeline of Tasks and Activities
This particular section will be extremely important for the analysis, as it will cover the proposed timeline and the line of activities which will be consider to complete the procedure and activities in a perfect and organized manner. The timeline of all the tasks will be covered through the Gantt Chart Analysis (Vagadia, 2007). Gantt chart is one of the widely used timeline measurement tool used by the companies to narrow down their line of activities in such a manner that it will cover up the things accordingly (Vagadia, 2012). It is also expected to associate the person or designation with each of the activity. The activities which will be performed in this entire analysis will be like this
The company is expecting to implement all the things within a matter of 2months, which will be 60 days in total. According to the specification of the Gantt chart, it is found that all the process of setting the call center, along with hiring and training of employees will be completed in a matter of 53 days at max. This particular thing has a great favor for the company, and the corporation should move with the same timeline scale.
Conclusion
Managing the projects is one of the toughest jobs on the earth, as it requires numerous things to be covered by the companies perfectly and in an ethical manner. Organizations are always depending on their projects and their project managers to come up with such specifications and analysis which will likely to deliver numerous benefits for them in the future.
The core theme of this paper marginally related with that of project management stance along with specification analysis. The entire analysis depends upon doing the specification for a company which just been outsourced a customer service department from Waters Inc. The assignment transformed into three dominating parts, and it is found from this entire assignment that it will be worthwhile for the company to specify the needs in the same manner, because it will comply with the standards. The Gantt chart is showing that the entire activity will be covered in lesser than 2 months, therefore the company should initiate the project for its analysis and effectiveness at the same time.
References
Click, R., & Duening, T. (2004). Business pocess outsourcing. New york: John wiley & sons inc.
Click, R., & Duening, T. (2005). Business process outsourcing. Hoboken, N.J.: John Wiley & Sons.
Duening, T., & Click, R. (2005). Essentials of business process outsourcing. Hoboken, N.J.: John Wiley & Sons.
Gupta, A. (2008). Outsourcing and offshoring of professional services. Hershey PA: Information Science Reference.
Halvey, J., & Melby, B. (2007). Business process outsourcing. Hoboken, N.J.: John Wiley & Sons.
Melby, B., & Halvey, J. (2001). Information technology outsourcing transactions. New York, Chichester: Wiley.
Vagadia, B. (2007). Outsourcing to India - a legal handbook. Berlin: Springer.
Vagadia, B. (2012). Strategic outsourcing. Heidelberg: Springer.
