Mbytes - cAPTIVE bpo sERVICES


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Captive BPO Services

AREA: CORPORATE SERVICES

Today most corporate houses face a dilemma over the issue of whether to adopt total outsourcing model or partial outsourcing model, due to various constraints. We find a myriad mix of corporate houses practicing a partially in-house and partially outsourced model in varied proportions.

Partially in-house model was basically designed to complement partially outsourced model (multiple vendors and service providers providing various types of services) in which In-house team usually manages or coordinates the vendors and service providers related issues and to get results as per SLA.

SLAs in such cases are generally not prepared in line with integrative needs of the organization and the dynamic changes as seen in present day growing organizations.

Another common observation the availability of multiple SLAs, multiple performance measures and multiple MIS for each vendor/service provider, such diverse variety generally leads to an average satisfaction levels ranging between 30 to 55% as per some market surveys.

Accountability and responsibility, in such cases, is almost always shared between the respective heads, often in conflict with main interests, reflecting in their deliverables.

Resolution issues and actions thereof are taken for the service improvement on basis of

	»	Who is the problem? (Not what is the problem?)
	»	When it comes? (Not where it is?)
	»	Why it comes? (Not how it comes?)

The final outcome generally leads to frustration at various levels resulting in loss of precious employees - hidden direct and indirect losses to the organization.

The non timely realization and corrective action by management on in-house team leads to frequent change of the vendors and service providers.

Growth is almost always put in backburner as the result in such models

For the partially in-house team model, retaining employee in the IT area is a challenge. With every new employee preferring to replace the vendor and service provider to suit his/her comfort levels. This results in business process employee finding different platform for their problems or new teething problems with new set every new platform of services.

Very rarely do we find the performance window availability of business process with firm commitment (say 5 hours or 7 hours per day) to meet the business schedule vis-à-vis quality, risk, time, goodwill of business give tremendous loss once in a year, always shrink growth of the company

There are few FMS service providers across India and corporate houses have no option but to test them one by one. These FMS service providers are mainly with domain expertise into IT and may not have Telecom and Building Management domain expertise or composite turnkey infrastructure development and support or what can be termed as corporate services

The trend in corporate FMS contractual renewal is not that based on its deliverables and performance improvements but on the least cost offer made.

It is generally observed that there are no allocation in budgets for CORPORATE SERVICES; capital and recurring are always considered but management of it is partially missed out in its volume

The corporate services cover HR, Admin and IT department of the organization, which are internal service providers for managing and coordinating required services from the external (actual) vendors and services providers.

A new employees joining the corporate services management team will generally take 3 to 6 months to come in lines with the past and present needs and may require longer, if at all, to get attuned to the requirements of the future, in line with the organisational growth needs. The loss of such employee leads to disturbances in deliverables of corporate services, it performance improvements, development plans resulting in negative effects to the growth plans.

Testing (trying) of a vendor or service provider shall generally take about a calendar year for management to be clear on the performance and decide and revise the association life cycles.

The gross recurring budgets in some cases get divided into multiple vendors and service providers not doing justice to their minimum resources requirements affecting the services and their measurements.

Returns on Investments (ROI) are calculated by finance using expensive man-hours in the projects but Returns on Recurring (ROR) is not truly calculated; ROR measures ROI, tunes ROI, add value to ROI, repeats cycle of same investments; ultimately leading in growth.

If the deliverables are not clear from corporate services, even the most efficient employee who joins may leave the organization or may become idle and thus a liability rather than an asset.

Corporate services deliverables should ideally lead to increased rate in retaining of good employees, employee quantum appraisals, scalability and unlocked growth of organization, employees and shareholders.

Tomorrow:

BPO and BTO (Business Process Outsourcing and Business Transformation Outsourcing)

Today (Call-Centre) BPO business is completely outsourced model, in the sense that mostly even the operations are done from outside the premises of the organization. Organizations, nor their management, have no control on the improvement measures and their deliverables. Call center is the BPO example where organization’s product marketing and support is transformed in voice and database integrated solutions provided in outsourced model to minimize capital and recurring resources at every stage of organizational changes.

MBytes ITFM Services Private Limited (MISPL) have innovated genuine, reliable and productive solutions in the corporate services area of enterprise business :

	»	Captive BPO Centre (Completely outsourced model for turnkey infrastructure services)
	»	Design, establish and deliver it to serve you in isolation with your growth
	»	Operative in the enterprise premise
	»	Budget transformations
	»	Layered transparency
	»	Gross uptime, increased life-cycles, managed business

Captive BPO Centre offers turnkey solutions in:

Infrastructure development

	»	Infrastructure Setup Consulting
	»	VAN Consulting
	»	IntraTEL Consulting
	»	Techno-commercial Consulting

Infrastructure Support

	»	Facility Management Services
	»	Comprehensive AMC and Supply
	»	Extension of ASPs

Captive BPO Centre at your premise

The first univendor service provider to propose uni-service window for turnkey infrastructure development and support.

Seamless integrity in the corporate services (HR, Admin and IT) can be delivered only through Captive BPO Center.

Captive BPO centre is an live example of ISOLATION TRANSFORMER and Step-up/down transformers; used for protecting sensitive electronic applications and their controlling complied business processes, where power is unstable or stable, spike occurrences, power influences, earth leakages, worst sites conditions, etc. it buffers the effects of all.

MISPL will deploy a CBC in your organization, where your in-house team will be deployed in parallel to run the scheme as complete outsource model for the 3 years suggested period.

MISPL will manage and run the scheme with utmost transparency - the tangible levels shall be agreed mutually initially.

After successful deployment and agreed tenure, MISPL would come out of CBC for corporate and shall manage the scheme remotely such that it enables the scheme to be run as in-house BPO.

You would always have the flexibility to extend the tenure on mutual terms.

Deliverables of CBC, at minimum, shall be:

	»	Act as univendor internal service provider
	»	Unified complain resolutions
	»	99.9 to 99.999% uptime guarantee to every complain
	»	One SLA
	»	Penalty levied on PBG against high-level commitments
	»	Infrastructure store with repairs and replacement on critical part inventory
	»	Forms and procedure integration for demand, supply and support
	»	True asset management and vendor management
	»	Thread level transparency
	»	Infrastructure increased life cycle
	»	Scheduled achievement of ROI and ROR
	»	Unlocked growth to technology, process and people

Through CBC, survival and development of your present in-house team, equal and multiplexed level training and development of all the team players to achieve deliverables as designed in the model of CBC

Uniform governing model for today’s corporate need

CBC will always empower organization expansions

MISPL is open to build optimally suitable CBC model for corporate and generate professionally managed centre in the premises and under the control of organization and its management.

We look forward to empowering your expansions.