Examination Paper: BPO Management
IIBM Institute of Business Management 1
IIBM Institute of Business Management
Examination Paper MM.100
BPO Industry
Section A: Objective Type (30 Marks)
•This section consists of Multiple Choices 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:
Multiple Choices:
1. Which of the following is not included in Porter’s Five Model for competitiveness?
a. Threat of New Entrants
b. Degree of Rivalry
c. Bargaining Power of Suppliers
d. Government Strategies
2. Which of the following is not a benefit of a BPO?
a. Cost Reduction
b. Cross – pollination of best products
c. Focus on core process
d. Automatic call distributions
3. In stage there is orderly transfer of activities to the service provider.
a. Negotiation
b. Ongoing Management
c. Implementation
d. Preparation
4. List the Process of Outsourcing in appropriate order:
i. Listing out available in – house resources
ii. Signing the contract
iii. Negotiations, including a letter of intent and usually a contract with terms & conditions
iv. ‘Steady state’ period, which makes the end of the transitioning phase and the beginning of
…………………..
3. Write a short note on ‘Corporate Governance’.
4. Differentiate between BPO and Call Centers.
5. Define ‘Outsourcing’.
Section B: Caselets
Caselet 1
Company Background
CBay Systems Ltd. was founded in 1998 by Raman Kumar, Skip Conover and Mahidhar Reddy. The
Annapolis based healthcare BPO is a leading provider of medical transcription services to US hospitals.
CBay provides transcription and information management services to hospitals, integrated health care
facility networks, medical clinics and physicians. CBay’s HIPAA – complaint solutions leverage leading
Internet technologies and the world’s most highly credentialed transcriptionists to provide easier, more
secure, accurate and cost – effective medical transcription.
CBay’s Development and Process Centre is located in Mumbai and Bangalore, India. Additional offices
are located in Taylor, Michigan and Mumbai, Hyderabad, India. The company employs over 1,250 on its
own rolls and 2,500 employees on its franchisee rolls. An upwards of 3 million files are processed on an
annual basis.
…………………………………………leading HIM
software, CBay has tied up with Arrendale Associates. The A+ Network handles everything from
integrating the existing, dictation process, full transcription, comprehensive document management and
achieving. All of this is done on CBay’s secure servers. 7x24x365 access over the Internet is protected by
complete audit trails and high – level security to meet and surpass strict HIPAA requirements.
Examination Paper: BPO Management
IIBM Institute of Business Management 6
Question:
1. Discuss in detail about the solutions offered by CBay to the healthcare providers.
Caselet 2
Company Background
Suyash software Private limited started as a franchisee of CBayScribe in the month of May 2002 in
Nagpur, Central India. The year 2003 was very difficult for healthcare BPO franchisees as a number of
companies had shut shop due to quality issues and several people had become unemployed. All of this
had made people skeptical about the profession and its long – term potential. “Since Suyash began as a
franchisee of CBay, getting business was never any issue with us and hence we could concentrate on
quality and employee development,” says G. R. Thengdi, chairman of Suyash Software. “Nagpur has a
good educational base with thousands of graduates being churned out every year. Unfortunately
…………………………………. “This is a sound long –
term career with growth opportunities not only within the company but even outside it, i.e.,
entrepreneurial opportunities are plenty. India has already established its track record of providing quality
service in the tightest of time schedules. We must take advantage of this opportunity and become a part of
the profession,” feels Thengdi.
Question:
1. Discuss in detail about the career opportunities with Suyash software.
Section C: Applied Theory (30 Marks)
•This section consists of Applied Theory Questions.
•Answer all the questions.
•Each question carries 10 marks.
•Detailed information should form the part of your answer (Word limit 200 to 250 Words )
1. Explain porter’s Five Forces Model of Competition with reference to the BPO Industry in India.
2. Discuss in detail the main challenges of BPO Industry.
3. What are the different models of Business Process Outsourcing?
IIBM Institute of Business Management 1
IIBM Institute of Business Management
Examination Paper MM.100
BPO Industry
Section A: Objective Type (30 Marks)
•This section consists of Multiple Choices 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:
Multiple Choices:
1. Which of the following is not included in Porter’s Five Model for competitiveness?
a. Threat of New Entrants
b. Degree of Rivalry
c. Bargaining Power of Suppliers
d. Government Strategies
2. Which of the following is not a benefit of a BPO?
a. Cost Reduction
b. Cross – pollination of best products
c. Focus on core process
d. Automatic call distributions
3. In stage there is orderly transfer of activities to the service provider.
a. Negotiation
b. Ongoing Management
c. Implementation
d. Preparation
4. List the Process of Outsourcing in appropriate order:
i. Listing out available in – house resources
ii. Signing the contract
iii. Negotiations, including a letter of intent and usually a contract with terms & conditions
iv. ‘Steady state’ period, which makes the end of the transitioning phase and the beginning of
…………………..
3. Write a short note on ‘Corporate Governance’.
4. Differentiate between BPO and Call Centers.
5. Define ‘Outsourcing’.
Section B: Caselets
Caselet 1
Company Background
CBay Systems Ltd. was founded in 1998 by Raman Kumar, Skip Conover and Mahidhar Reddy. The
Annapolis based healthcare BPO is a leading provider of medical transcription services to US hospitals.
CBay provides transcription and information management services to hospitals, integrated health care
facility networks, medical clinics and physicians. CBay’s HIPAA – complaint solutions leverage leading
Internet technologies and the world’s most highly credentialed transcriptionists to provide easier, more
secure, accurate and cost – effective medical transcription.
CBay’s Development and Process Centre is located in Mumbai and Bangalore, India. Additional offices
are located in Taylor, Michigan and Mumbai, Hyderabad, India. The company employs over 1,250 on its
own rolls and 2,500 employees on its franchisee rolls. An upwards of 3 million files are processed on an
annual basis.
…………………………………………leading HIM
software, CBay has tied up with Arrendale Associates. The A+ Network handles everything from
integrating the existing, dictation process, full transcription, comprehensive document management and
achieving. All of this is done on CBay’s secure servers. 7x24x365 access over the Internet is protected by
complete audit trails and high – level security to meet and surpass strict HIPAA requirements.
Examination Paper: BPO Management
IIBM Institute of Business Management 6
Question:
1. Discuss in detail about the solutions offered by CBay to the healthcare providers.
Caselet 2
Company Background
Suyash software Private limited started as a franchisee of CBayScribe in the month of May 2002 in
Nagpur, Central India. The year 2003 was very difficult for healthcare BPO franchisees as a number of
companies had shut shop due to quality issues and several people had become unemployed. All of this
had made people skeptical about the profession and its long – term potential. “Since Suyash began as a
franchisee of CBay, getting business was never any issue with us and hence we could concentrate on
quality and employee development,” says G. R. Thengdi, chairman of Suyash Software. “Nagpur has a
good educational base with thousands of graduates being churned out every year. Unfortunately
…………………………………. “This is a sound long –
term career with growth opportunities not only within the company but even outside it, i.e.,
entrepreneurial opportunities are plenty. India has already established its track record of providing quality
service in the tightest of time schedules. We must take advantage of this opportunity and become a part of
the profession,” feels Thengdi.
Question:
1. Discuss in detail about the career opportunities with Suyash software.
Section C: Applied Theory (30 Marks)
•This section consists of Applied Theory Questions.
•Answer all the questions.
•Each question carries 10 marks.
•Detailed information should form the part of your answer (Word limit 200 to 250 Words )
1. Explain porter’s Five Forces Model of Competition with reference to the BPO Industry in India.
2. Discuss in detail the main challenges of BPO Industry.
3. What are the different models of Business Process Outsourcing?
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