IIBM Institute of Business Management
Examination Paper MM.100
BPO and KPO Management
Section A: Objective Type (30 Marks)
•This section consists of Multiple Choices/Fill in the Blanks and Short notes type Questions.
•Answer all the questions.
•Part one carry 1 mark each and Part Two questions carry 4 marks each.
Part One:
1. Manpower can be retained by which of the following technique:
a. Comfort and Care
b. Problem-Solving technique
c. Attention
d. Proper Training
2. Which of the following is not a challenge to the BPO Industry?
a. Data Security
b. Poor Infrastructure
c. Attrition
d. Lack of Identity
3. Pricing technique where a customer pays a flat rate for services is:
a. Variable Pricing
b. Unit Pricing
c. Fixed Pricing
d. Risk/Reward sharing
4. A MIS report that deals in compliance related to quality and timeliness is:
a. Cash Tracker Report
b. Senior Management Report
c. SLA Compliance Report
d. Production Report
5. Off – Shoring means _________________________________.
6. Size, quality, labor cost etc. are categorized into which form of ITES to be outsourced:
a. People Attractiveness
b. Labor Attractiveness
……………………….
4. Write a short note on ‘Change Management’.
5. Discuss in brief the problems faced by BPO’s.
Section B: Caselets (40 Marks)
•This section consists of Caselets
•Answer all the questions
•Each Caselet carries 20 marks.
•Detailed information should form the part of your answer (Word limit 150 to 200 Words)
Caselet 1
With the mission that reads “To add value to our client’s business by providing cost – effective premium
– quality customer management services and be the preferred vendor for off shored outsourced BPO
services”, Intelenet Global definitely is set to go places. A joint venture between the mighty TATA
Consultancy services (TCS) and the strong Housing development Finance Corporation (HDFC), Intelenet
aims to deliver business processes outsourcing (BPO)solutions to organizations in the US, UK and
Canada. Intelenet’s parentage enables it to deliver scale, infrastructure and business continuity due to its
deep financial strength. TCS brings to Intelenet a vast and ………………………
realizing the cost benefits
without any compromise on quality or time. This makes this wave unstoppable. Resistance from
managers dies down the moment they are convinced of the potential benefits of outsourcing. This makes
future bright and an opportunity to have a long-term career prospects for aspirants in this industry.
Questions:
1. Discuss about the various training programmes offered by Intelenet Global Company.
2. Write a short note on:
•Contract Centre Operation
•Human Resource Management
Examination Paper: BPO Management
IIBM Institute of Business Management 12
Caselet 2
Introduction
Hinduja TMT (HTMT) is the flagship company of the multibillion-dollar Hinduja group with offices in
the US and UK and delivery centres in India and the Philippines. HTMT is a SEI CMM level 4 company
and is ranked at no. 8among the 400-odd BPO providers in India (Source: Nasscom) HTMT has also been
ranked the no.2 healthcare BPO provider in India for employee satisfaction (Source: Dataquest). HTMT
claims to be the country’s first convergence corporation; its vision is to become a ‘scale player’ and
leader in its core information technology business by leveraging the strength of its customer base, breadth
and depth of its service lines and management bandwidth. The Hinduja Group provides a wide range of
products and services in over 50 countries and has over 25000 people working for them worldwide.
The group’s activities are divided into three core areas:
•International trading
higher ramp-ups.
•Move up the value chain in the BPO business by tapping synergistic opportunities like high-end
call centre business from the same client.
•Enter new markets and leverage strong discrete manufacturing expertise for software
development and maintenance business.
•Graduate from conventional and collaborative outsourcing to transformational outsourcing.
•Inorganic growth in IT services/IT- enabled services will also be a key growth strategy in the
future.
Questions:
1. Discuss about the various activities performed by Hinduja TMT.
2. Write a short note on:
•Disaster Recovery Centre
•BPO Arm in Hinduja TMT
Section C: Applied Theory (30 Marks)
2. What are the Pros and Cons of BPO?
3. Write a note on the SWOT Analysis of Indian BPO Industry.
S-2-210311
END OF SECTION C
Examination Paper MM.100
BPO and KPO Management
Section A: Objective Type (30 Marks)
•This section consists of Multiple Choices/Fill in the Blanks and Short notes type Questions.
•Answer all the questions.
•Part one carry 1 mark each and Part Two questions carry 4 marks each.
Part One:
1. Manpower can be retained by which of the following technique:
a. Comfort and Care
b. Problem-Solving technique
c. Attention
d. Proper Training
2. Which of the following is not a challenge to the BPO Industry?
a. Data Security
b. Poor Infrastructure
c. Attrition
d. Lack of Identity
3. Pricing technique where a customer pays a flat rate for services is:
a. Variable Pricing
b. Unit Pricing
c. Fixed Pricing
d. Risk/Reward sharing
4. A MIS report that deals in compliance related to quality and timeliness is:
a. Cash Tracker Report
b. Senior Management Report
c. SLA Compliance Report
d. Production Report
5. Off – Shoring means _________________________________.
6. Size, quality, labor cost etc. are categorized into which form of ITES to be outsourced:
a. People Attractiveness
b. Labor Attractiveness
……………………….
4. Write a short note on ‘Change Management’.
5. Discuss in brief the problems faced by BPO’s.
Section B: Caselets (40 Marks)
•This section consists of Caselets
•Answer all the questions
•Each Caselet carries 20 marks.
•Detailed information should form the part of your answer (Word limit 150 to 200 Words)
Caselet 1
With the mission that reads “To add value to our client’s business by providing cost – effective premium
– quality customer management services and be the preferred vendor for off shored outsourced BPO
services”, Intelenet Global definitely is set to go places. A joint venture between the mighty TATA
Consultancy services (TCS) and the strong Housing development Finance Corporation (HDFC), Intelenet
aims to deliver business processes outsourcing (BPO)solutions to organizations in the US, UK and
Canada. Intelenet’s parentage enables it to deliver scale, infrastructure and business continuity due to its
deep financial strength. TCS brings to Intelenet a vast and ………………………
realizing the cost benefits
without any compromise on quality or time. This makes this wave unstoppable. Resistance from
managers dies down the moment they are convinced of the potential benefits of outsourcing. This makes
future bright and an opportunity to have a long-term career prospects for aspirants in this industry.
Questions:
1. Discuss about the various training programmes offered by Intelenet Global Company.
2. Write a short note on:
•Contract Centre Operation
•Human Resource Management
Examination Paper: BPO Management
IIBM Institute of Business Management 12
Caselet 2
Introduction
Hinduja TMT (HTMT) is the flagship company of the multibillion-dollar Hinduja group with offices in
the US and UK and delivery centres in India and the Philippines. HTMT is a SEI CMM level 4 company
and is ranked at no. 8among the 400-odd BPO providers in India (Source: Nasscom) HTMT has also been
ranked the no.2 healthcare BPO provider in India for employee satisfaction (Source: Dataquest). HTMT
claims to be the country’s first convergence corporation; its vision is to become a ‘scale player’ and
leader in its core information technology business by leveraging the strength of its customer base, breadth
and depth of its service lines and management bandwidth. The Hinduja Group provides a wide range of
products and services in over 50 countries and has over 25000 people working for them worldwide.
The group’s activities are divided into three core areas:
•International trading
higher ramp-ups.
•Move up the value chain in the BPO business by tapping synergistic opportunities like high-end
call centre business from the same client.
•Enter new markets and leverage strong discrete manufacturing expertise for software
development and maintenance business.
•Graduate from conventional and collaborative outsourcing to transformational outsourcing.
•Inorganic growth in IT services/IT- enabled services will also be a key growth strategy in the
future.
Questions:
1. Discuss about the various activities performed by Hinduja TMT.
2. Write a short note on:
•Disaster Recovery Centre
•BPO Arm in Hinduja TMT
Section C: Applied Theory (30 Marks)
2. What are the Pros and Cons of BPO?
3. Write a note on the SWOT Analysis of Indian BPO Industry.
S-2-210311
END OF SECTION C
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