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Business process outsourcing (BPO): Training and support infrastructure

1,273 Comments · Business outsourcing

Most of the problems employees will experience during a BPO project will not be related to the hardware or software infrastructure associated with BPO.

They will more likely be related to failures in understanding new workflows, work procedures, and work responsibilities.

From the apocryphal user who cannot find the “Any” key (“Press any key to continue”) to the individual struggling to find data that, without warning, now appears under a new field name, there are always problems with human adaptation to new systems.

When the buyer and vendor system architectures come together in a BPO project, there will be workflow and responsibility changes.

To avoid some of the problems that arise from process-related changes, and to ensure a smooth transition to the new system, training should be provided to everyone-even those who are adamant that they do not need to be trained.

One hurdle that many BPO project managers face with respect to training employees and getting them to be more self-sufficient is obtaining support from midlevel managers, because the middle manager is trying to learn the new processes while maintaining the unit’s productivity.

This juggling act can be challenging in the throes of a major BPO-based business transformation.

Perhaps the most compelling argument in favor of a thorough training infrastructure to support the BPO transition is that employee training has been shown to be an important differentiator between BPO projects that succeed and those that fail.

When training is neglected, the chance that buyer-side employees will be surprised and/or disappointed with new procedures and workflows increases.

BPO project managers will have a small window of opportunity during the transition phase to win converts to the new routines and work patterns.

We referred to two different types of obstructionists who may block on sabotage the BPO project.

Some of these people can be won over via a vigorous training and support regimen. Asking people to participate and take on a leadership role in some aspect of the BPO transition is an excellent way to counter their obstruction.

For instance, delegating responsibility for training others on the new procedures, along with appropriate levels of accountability for the success of the transition, is an effective project management tactic.

It is nearly impossible for someone to be involved in training others without developing enthusiasm for and interest in the training topic.

Public performance, even if not necessarily freely chosen, leads to a phenomenon known as “social facilitation.” People-even those who have a tendency toward obstructionism-simply perform at a higher level when they are in a social setting.

BPO project managers can co-opt potential obstructers by getting them involved in the training and support offered to employees in the BPO transition phase.

The content of employee training offered during the BPO transition should include a detailed and thorough review of new work procedures, responsibilities, and expectations.

Design of the training should be modular, with each module independently constructed and each focusing on a specific aspect of the new standard operating procedures.

Modularization of the training enables managers and employees to determine who needs to attend which training modules.

It also enables greater training depth in each module. If training is not modularized, if often is either too detailed for some users who already understand a process or not detailed enough for those who are unfamiliar with on new to the process.

Modularization allows training designers to deliver both depth and scope, while ensuring that employees have opportunities to select the training sessions (or for managers to appoint them to training sessions) from which they can truly benefit.

No one enjoys sitting though a training session that relays information he or she has already well understood.

Carefully developed two- to four-hour training modules help avoid training overkill, while providing adequate coverage of the knowledge gaps.

Considerations for the BPO-Related Training Program
• Develop a clear set of standard operational procedures (SOPs),
• The training program should revolve around the SOPs.
• Conduct multiple training sessions:
1. Train in a group setting.
2. Train while working alongside the employees during their workday.
3. When answering questions, always refer back to the SOP.
4. Final training should be completed after 60 days (refresher)
• Do not take training highly

A common error that hampers BPO projects is a failure to train vendor side employees, probably because of the erroneous assumption that the vendor is expert in the business process and therefore does not have a need for training.

This is true in some cases-especially those that involve an onshore outsourcing relationship-but it is prudent to review training needs of the BPO vendor.

Some types of vendor-side training that are being provided to accelerate the transition to the BPO operating phase include the following:

• Cultural adaptation training to help buyer and vendor employees adapt to one another
• Language training, including voice and accent modification training, to reduce communication barriers
• Training on laws and customs of the BPO buyer
• Training on culture and lifestyles of the BPO buyer’s customers
• Training on differing management and leadership styles of the BPO buyer

Besides, training should be designed to integrate the cultures of the BPO buyer and vendor.

This may include some training offered at each location so that key employees are able to experience the culture and work habits of their BPO partner firm.

In some cases, BPO, buyer and vendor employees work side-by-side for a period of time in a form of on-the-job training that facilitates cross-enterprise understanding.

The BPO transition phase is the most difficult of the life cycle and the one where future operating patterns, routines, and procedures and established and frozen into place.

In the best of all possible worlds, the procedures established lead to a highly efficient interorganizational system that runs trouble-free for years.

Of course, we do not live in the best possible world, and problems arise in even the most carefully crafted systems.

To deal with ongoing challenges to system integrity caused by breakdowns or other factors, a systematic support system, troubleshooting approach, and record-keeping strategy should be established.

The support system established for the BPO transition and operating phases must be adequate to meet the needs of the buyer and vendor organizations alike.

Each will face unique challenges based on exposure to new operating procedures, in addition to the challenges associated with the merging of two independent work cultures.

The support system established to manage the technical issues that arise should be modeled on the common help desk approach used by many IT departments.

The only consideration unique to a BPO project is which firm will manage the help desk function.

The vendor should inherit most of the responsibility from troubleshooting and supporting the outsourced process.

This should be part of the contract and should have its own SLAs. However, because the BPO vendor is usually geographically distant from the buyer-maybe overseas-the buyer should have on-site support personnel who may be on the vendor payroll but accountable to a buyer-side manager.

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    Micile journal pentru cafea din Seattle au aparut datorita
    pasiunii comune pentru cafea si ceai a trei barbati ‘ Jerry Baldwin, Zev Siegel si Gordon Bowker.

    Indiferent dacă aţi creat un WiFi cu un Android, iDevice sau Home windows Phone, conectarea la respectiva reţea ar trebui să poată fi realizată fără nici un fel de dificultăţi.

    In fantastic, la efectele benefice de moment ale cafelei exista si reversul medaliei.
    Boabele de cafea sunt de fapt semințele din interiorul fructelor comestibile ale plantei de cafea.

    Greselile vin din obiceiul deprins din tinerete
    sau mai bine spus, este trasatura de consum a consumatorului roman, cafea lunga cu sau fara lapte !

    Iar cunoscătorii simt asta și sunt dispuși să ofere sume impresionante pentru a achiziționa cea mai bună cafea din lume.
    Domnule Novac va rog sa veniti sa bem cafea impreuna si discutam orice doriti dumneavoastra.
    Cafeaua a fost considerata mult timp nesanatoasa si nerecomandata oamenilor, acuzata de a provoca un numar
    substantial de boli precum cele de inima sau osteoporoza.
    Al XIV-lea, societățile care practicau comerțul au început să-și dea seama de marele potențial pe
    care îl reprezintă cafeaua și au lansat- cu succes în Europa.
    Fiecare soi de cafea Santos se subimparte in sase calitati: excelenta, superioara, buna, normala, obisnuita si inferioara.

    Pentru prepararea cafelei avem nevoie de: muslin, un filtru particular din otel inoxidabil, ca sita lunga si
    foarte deasa, 2 recipiente din otel inoxidabil (asemenator cu
    cele in care se servesc si cafeaua indiana) sau 2 cesti extra-largi cu toarta si un recipient plin cu apa clocotita (puteti folosi un ibric).
    Pentru cafea mai dulce (glykos), puneti cate 2 lingurite de zahar, pentru fiecare ceasca de cafea si amestecati.
    Cafeaua BIO a fost atent selectionata, de Magazinul , particular pentru tine, deoarece ‘a cauta’ inseamna
    timp, iar pretuieste timpul tau! Apoi scoateti filtrul si
    verificati daca ramane cafea pe capac sau daca acesta din urma lasa urme de presiune pe stratul de cafea.

    Doar că puțini știu să put together corespunzător și să se bucure de aromele ei deosebite.
    De obicei, cantitățile de cafea și lapte sunt egale, iar
    culoarea este maro deschis spre auriu. Se prepară în ibrice din cupru sau alamă cu fundul plat şi
    gura mai îngustă (se găsesc de cumpărat la ţiganii meşteşugari).
    Când îți vorbește despre gustul excellent al unui espresso sau despre
    textura delicată pe care ar trebui să aibă
    un cappuccino veritabil, ai crede că asta face dintotdeauna.
    Nici astăzi nu se cunoaște actual compoziția chimică a boabelor de cafea
    și mai ales tranformările pe care le suportă. Nu ma deranjeaza
    plasticul, nici ceasca care se umple mai repede,
    nici apa de sub aparat (probabil doar ceva furtun iesit din cauza transportului).

    Deoarece cafeaua turcească nu se face la filtru, înainte de a se consuma trebuie lăsată câteva minute pentru ca zațul de
    cafea să se așeze. Opera de arta ce masoara 6 metri lungime si four latime a fost creata special pentru festivalul The Rocks Aroma din Sydney, Australia, din 3.604 de
    cesti de cafea si peste 500 de litri de lapte, potrivit The Telegraph.
    Cafeaua trebuie consumatã imediat ce a fost preparatã, altfel aceasta se va rãci, alterându-se calitãþile aromatice ºi consistenþa cremoasã.
    Indiferent dacă este boabe sau măcinată, cafeaua ar trebui ţinută în borcane de sticlă
    închise ermetic, într- cutie de tablă specială sau în ambalajul ei unique, la temperatura
    camerei.

    După ce se spărgea conclavul damelor, luam și eu ceștile de cafea la cercetat, până să apuce mama să mă vadă sau să le spele.
    WPS – aceasta ultima functie tine de comoditate si permite conectarea unui nou dispozitiv la hotspot fara a introduce parola (va fi necesar
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    WPS de pe router in timp ce incerci conectarea la hotspot de pe dispozitivul mobil.
    Boabele de cafea sunt introduse apoi in tancuri speciale,
    unde in urma unor procese de fermentare, invelisul pergamentos si pelicula argintie a boabelor
    de cafea, precum si resturile de pulpa aderente, se desprind cu usurinta.

    Am intrat information pe calculatorul de la secretariatul scolii, de unde am putut sa ma uit la tot felul de date despre profesori si elevi.
    Crearea unui hotspot înseamnă că și noul machine folosește
    netul de pe cartelă, acel trafic pe web nu e free of charge,
    costurile or să crească considerabil în funcție de numărul de noi
    device-uri conectate și în funcție de traficul generat.
    Isi face efectul si fara sa-ti dai seama vei comanda un Cosmopolitan ori un Cuba Libre la urmatoarea comanda.
    Daca insa aveti indispozitie la stomac puteti adauga si lapte in cantitatea dorita, gustand de preferat doar putina cafea sau chiar deloc pe toata perioada cat
    suferiti de afectiuni ale stomacului sau ale sistemului digestiv.

    Iscusința de a distinge cafea Grand Cru excepțională
    de restul cafelelor poate fi dobândită în timp, de către oricine, garantează
    Vlad-Alin Dorobanțu, Specialist în cafea, Nespresso Boutique.

    In timp ce drojdia creste si functioneaza ca un organism unicelular, mucegaiurile formeaza filamente multicelulare.
    Cafeaua boabe se pastreaza proaspata mai mult timp decât cea macinata,
    deoarece suprafata de contact cu oxigenul este mult mai mica.
    L-am întrebat pe eroul reportajului nostru cum se prepară cea mai bună cafea și ne-a răspuns că, de-a lungul
    timpului, modalitatea de preparare a cafelei a cunoscut diverse
    modificări – de la tradiționala cafea turcească
    preparată la ibric, la clasicul „espresso” – metodă inventată de italieni, unde cantitate de apă caldă străbate anumită cantitate de cafea măcinată, sub presiune stabilită.

    În plus, dacă sunteți un bautor de cafea inrait, există anumite lucruri despre cafea pe care ar trebui sa le cunoasteti si de care sa fiti conștient. Acest arbust crește la altitudini care se situează între 200 și 1200 m. Arborele de cafea se cultivă totuși și în zonele înalte (2000 m), cafeaua recoltată aici fiind denumită „Excessive Grown” (cafea de altitudine),
    a cărei calitate este foarte bună, cu aromă puternică și extrem de apreciată de cultivatori.
    Apoi la povesti va puteti intinde cu un suc ori cu apa minerala in fata voastra.
    Dupa cum am spus mai sus, DeLonghi EC221.B este unul
    din espressoarele pe care le-as recomanda oricui si l-as cumpara
    fara nici retinere la pretul intreg.

    Fiind mult mai numeroase aspectele professional
    în devafoarea celor contra, am doar cuvinte de laudă pentru acest aparat de cafea și mi.e foarte ușor să cred că este
    cel mai bun espressor pe care l.aș fi putut avea sau îl voi deține în viitorul apropiat.

    Cafea de specialitate precum cafeaua Nespresso
    este recoltată numai din plantații cu tradiție, cultivate pe soluri cu calități deosebite, la
    altitudini specifice. Numerosi specialisti spun ca pana si consumul de
    cafea de proasta calitate, cu cel mai ridicat risc de contaminare cu micotoxine, nu s-a dovedit a fi nociv pentru
    sanatate pana in prezent. Practic, cu cafea buna poti elimina mare parte din surplusul de zahar folosit sa neutralizeze cafeaua proasta.

    Boabele de cafea vin in locatia noastra pe filiera cunoscuta, prin prietenii de la Bocca, dedicati si ei comertului responsabil
    - Truthful Trade si gasirii celor mai bune boabe de cafea.
    Cum ai măcinat- pui cafeaua în apă ca să umezești
    pentru că sunt foarte multe substanțe risky care dispar și secretul este să poți să
    macini și imediat să umezești, astfel încât
    să ții substanțele volatile în lichid. Daca nu gasiti cafea verde macinata
    si cumparati boabe, puteti sa puneti boabele la inmuiat noapte si
    a doua zi sa le macinati. Altă recomandare privind cafeaua pe care foloseşti pentru ibric: să fie măcinată foarte fin, prăjită şi râşnită
    proaspăt.

    Arborii de Robusta cresc usor, la inaltimi mai mici,
    de pana la 900 de metri altitudine, au productie
    mare si sunt mai rezistenti la boli decat specia Arabica.

    În ultimii 25 de ani consumul de cafea a crescut cu 43%, iar cercetătorii avertizează
    că una din cele mai populare soiuri de cafea, arabica, este în pragul dispariţiei.
    Asa ca data viitoare cand ai dimineata grea, shimba clasicul espresso pe cafea preparata la Aeropress,
    Pheonix 07 sau un Cold Brew si cu siguranta iti vei face ziua mai
    buna. Exemplu de ajustare: dacă iți ies 60ml de cafea în 20 de secunde,
    deci prea repede, reglează rașnița pe măcinare mai fină.

    Mecanismul este in asa fel conceput incat sa extraga cat mai mult din aroma cafelei si lasa in urma reziduuri de
    cafea uscata, tasate intr-un calup usor de aruncat.
    La nivelul scoartei cerebrale, cafeina produce un flux mai rapid si mai limpede de idei reducând somnolenta si oboseala.
    Pentru reteaua Digi Mobil web tethering nu e activat,
    deci e aceeasi situatie precum la Vodafone. Se face
    un amestec de cafea solubilă, smântână dulce (nefermentată), sirop, îngheţată de vanilie, ciocolată amară rasă şi se lasă la frigider.

    Pulpa uscată și pergamentul este apoi îndepărtat mecanic pentru a obține cafea verde.

    In cadrul unui studiu la care au luat parte 50000 de femei, cercetatorii au
    descoperit ca 2-four cesti de cafea pe zi au redus incidenta
    depresiei cu 15 pana la 20%. In Bucuresti, stiu doar four surse de cafea de calitate:
    Sarkis, Florescu, Papa Jacques si batranul Keskerian. Pentru foarte multe
    persoane, cafea aromata face parte dintre placerile zilnice careia ii este imposibil de rezistat.

    Până la urmă se acceptă și unul din inox La început va fi lucios și curât, timpul îl va înnegri și
    cafeaua va fi din ce în ce mai bună. Ceremonia este condusa, de obicei, de femeie tanara, imbracata
    in costum conventional si incepe cu aranjarea ustensilelor
    necesare prepararii cafelei, pe un pat de ierburi aromate:
    un mic gratar cu carbuni, tigaia pentru prajit cafeaua, piua pentru macinat cafeaua si jebena-un vas negru din lut,
    cu baza rotunda si gat lung si ingust.

    Am fost şi mai bucuroasă când am aflat frumoasa veste că voi reprezenta România la „Campionatul Mondial de Cafea la Ibric”, desfăşurat în Turcia, chiar în Istanbul! Peste cafeaua proaspat preparata se adauga cantitate egala de cacao fierbinte, dupa care seamesteca usor pana se omogenizeaza, apoi se adauga zahar – dupa gust. Este ciudat ceea ce scrie.Stiam ca ness-ul este cel mai tare,fiindca este extras de baut perioada ness si simtean vena de la gat cum ma cred ca ness-ul e pe primul loc,urmat de esspreso cel scurt,jumatate de ceasca,apoi cea la si aici depinde cata cafea sa ti faci cafea la filtru mai tare ca un espreso. http://hintofpurple.com/index.php/component/k2/itemlist/user/166330

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