This website uses cookies to ensure you have the best experience. Learn more

Work Force Management At Lattelecom Bpo

5439 words - 22 pages

Contents1. Terms of reference32. Introduction33. Methodology44. Theoretical background 44.1 Work Force Management system - general overview65. Findings76. Evaluation97. Conclusion / Summary128. Recommendations12Appendix 114Appendix 215Appendix 317Appendix 418References of sources used191. TERMS OF REFERENCEThe team of MBA students of the Riga Business School has carried out the analysis of workforce management system at Lattelecom BPO. The analysis has been carried out in the context of the human resources (hereinafter referred to as HR) management theories and concepts. The information used in our analysis has been obtained from the organization analysed and other relevant resources listed in the report.Objective of the project is to analyse Work Force Management (WFM) system at Lattelecom BPO focusing on the benefits and potential problems regarding WFM implementation in this specific organisation and analysing the HR related areas WFM addresses taking into account a complex/specific nature of the business of Lattelecom BPO.In general, we approach WFM analysis by putting it into the context of a contact (call) center business specifics (i.e., complex aspects of staff planning to respond to varying and highly individual customers needs) and focusing on various tools WFM has to better address HR aspects. More specifically, we analyse how WFM helps the business in terms of more efficient staff planning and also highlight the employees perception aspect, ie., do they view this as a helpful tool in their jobs.The report provides an overview of the analysed organization and its specifics and specifically focuses on the following aspects of WFM as a combined HR and business management tool:•Staff planning to ensure the business needs are satisfied and client service is maintained;•Matching of the business needs with HR deliverables, such as staff availability, e.g., time scheduling and optimization;•Legislation aspect as incorporated within work force management system used by the company.Scope of our report is to specifically look at the contact center's staffing aspect, mainly focusing on planning, within Lattelecom BPO, i.e., its main workforce ensuring income stream generation. We will outline this area from the WFM implementation perspective and thus will look at benefits and problems related to WFM.2. INTRODUCTIONLattelecom BPO is a subsidiary of Lattelecom providing the contact (also referred to as 'call' in the report) center service and maintaining the relevant technical resources (Information Technology equipment) and human resources in terms of administrative staff, call operators, technicians and support/functional staff.There are approximately 700 employees working for Lattelecom BPO, the major part (more than 600) of them are services agents and customer care specialists processing approximately 100,000 contacts per day for about 50 business partners in the Baltics and Scandinavia. There are 5 contact center sites...

Find Another Essay On Work Force Management at Lattelecom BPO

Outsourcing is Good for Economy Essay

821 words - 3 pages abroad.Cost savings through competitive prices and better work skills than at home are the driving factors behind the majority of US companies' decision to outsource. Outsourcing theory is that BPO firm can control specific function of an original company so they can run more efficiently, allowing in cost control, and freeing up capital. In fact, while a backlash is brewing in the US over the outsourcings, the jobs that are being 'in sourced' are all

The Philippine Real Estate Market Essay

755 words - 4 pages country. Information Technology Outsourcing and Knowledge Process Outsourcing has also shown growth in the economy. Last September 2013, President Aquino had a speech at Globe Telecom’s headquarters in Fort Bonifacio talking about the cable project they were planning. He said it will help to provide the nation seamless and reliable connectivity. And this would translate to give more business activities especially for BPO and IT industry and even to

Process is Progress

2166 words - 9 pages -oriented Quality Management While servicing a client at Infosys BPO Limited, the client specific quality tool was called Northstar Evaluation. This tool evaluated employees on a variety of components, (customer service to technical skills). One thing to remember about Process Quality is ensure that an organization or product is to achieve consistency. First Call Resolution is when a customer’s issue is completely solved upon their first call

Assess the main threats of IS/IT outsourcing and put these possible threats in order based on its importance. Justify your answer

1026 words - 5 pages client, an image is the main talk in public. BPO image, often seeing differently, where, different people have their own perspectives. Imagine that, you are living in a community that has BPO around it, and they employ someone you know, it is a good image. But, see it in another perspective, where that people were unemployed due to, their work had been outsourced, and this will surely give a bad image. If outsourcing part of your operations

How AKH Group Can Help Make the World a Better Place

1055 words - 5 pages CASE FACTS: As given in the case a 35 years old AKH Group has various businesses spread across IT, Consumer Products, BPO and Telecom. For the development of the company in various sectors the founder of the company follows an austere way of working. The business expansion has been organic as well as inorganic. The IT business was fostered through organic form and the BPO was an acquisition. Similarly, the Consumer Product business was a mix of

Ethical Dilema and Moral Values

2601 words - 10 pages acquisition there were major changes in the organization. The new managers that came with the change were setting a course for the company which was to make the balance sheet look healthier than ever before but at the expense of the organizations health. In the wake of these new changes the management had implemented "Lean Sigma"(refer to Appendix 1) methodology in many processes of the organization. I was chosen to run a lean sigma initiative for

What is outsourcing

2180 words - 9 pages , options will remain available for those who do not wish to nor have the skills to get a college degree. Today, the U.S. work force is divided. At one end there’s an endless supply of low-paying jobs such as teaching and retail sales. There not outsourced because these positions require direct personal interaction and not a voice on the other end of the telephone (Hayes, 1994). On the opposite side there’s already a trend of fewer high-paying jobs

It Industry In India

1007 words - 4 pages services, ITeS- BPO, and Hardware. In the financial year 2005-06, Hardware contributed for about 50% of revenues for the domestic IT market, while IT had a share of 34%, the engineering services and R&D contributed 10% and ITeS- BPO segment 7%. [8] Particulars FY 2004 FY 2005 FY 2006 FY 2007E IT Services 10.4 13.5 17.8 23.7 Export 7.3 10 13.13 18.1 Domestic 3.1 3.5 4.5 5.6 ITES-BPO 3.4 5.2 7.2 9.5 Export 3.1 4.6 6.3 8.3 Domestic 0.3 0.6 0.9

India becoming an important research center

2425 words - 10 pages many corporations. For the same services provided say in the United States, corporations are finding quality work in other countries for a fraction of the cost. The country currently at the forefront of this trend is India. An increasingly important player in the global economy, India continues to drive the social and capital markets that shape our world. The region's burgeoning population, for example, has a high proportion of educated workers

Finance for Managers

6358 words - 25 pages impels. With current real estate markets, especially in Canada, with the cost of labor and production at all time highs, and the number of trained labors very low, it is hard to finish developments on time and on budget. These can be a major concern with such an unstable labor force. This could unbalance the cash flow statements if projections and targets are not met. With the sub-prime credit crises in the United States, has declined demand in the

Disadvantages of Business Process Outsourcing

1979 words - 8 pages before they can go back to the home country to begin the actual work. Before the transition period, the outsourcing plan and transition arrangement have been announced in the team meeting. At the beginning of the period, UBS management advised Team A employees in a one-to-one meeting if he or she is a “survivor“ (being reallocated to other teams within UBS, getting interview opportunities in other teams or being laid-off) and that the Team A will

Similar Essays

Different Types Of Harassment In The Work Force And At School

980 words - 4 pages Harassment has been an issue in the work force and in many other fields for decades, leading all the way back up to 1964. The United States Congress passed Title VII of the Civil Rights Act, prohibiting discrimination at work on the basis of race, color, religion, national origin and sex. There are many different types of harassment that many do not even know that they can be accused for. Through out my research I will be naming every type of

Army Hrm Human Resource Management Focuses On Securing, Maintaining, And Utilizing An Effective Work Force, Without Which Organizations Cannot Survive

1101 words - 4 pages Army HRMHuman Resource Management focuses on securing, maintaining, and utilizing an effective work force, without which organizations cannot survive. Human Resource Management involves a variety of activities, which include recruitment, and screening of prospective employees, the study of training needs, preparing human resource forecasts, the development of compensation systems, and an understanding of the laws that effect the performance of

What Is Inequality At Work? Does Good Management Eliminate Inequality? Sociology Essay

707 words - 3 pages Sociology Essay What is inequality at work? Does good management eliminate inequality? This essay will describe inequality at work and whether good management can help solve the problem. Issues will be raised regarding how management can have an impact on the equality in the workplace and whether the quality of management is important in making work more open to everyone. This will include terms and definitions with explanations to why

Business Process Outsourcing Essay

1367 words - 5 pages approximately $US4 trillion. Originally, it was thought that only IT management could be outsourced. However, this has changed as the Business Process Outsourcing (BPO) issue became a major point of discussion in the second half of 2003 (Click and Duning 2004, 209). This paper will define The BPO as well as its styles. Moreover, it will explain the categories of BPO with focus on some examples in Australia. Finally, it will outline the future