Infosys Bpo- Operation Strategy Case

1114 Words Aug 17th, 2012 5 Pages
Infosys BPO- Operation strategy case analysis
Table of Contents Introduction 3 Problem Analysis 3 Possible solutions 4 Case 1 : Dedicated resources for each queue 4 Case 2 : Common pool of resources for each stage 5 Case 3 : Dedicated resources for simple and complex processes 6 Case 4 : Common pool of all queues 6 Observations 7 Assumptions 7 Pricing strategy 8 Productivity Improvement Estimation 8 Recommendations 9 Action Plan 9

Introduction

Indian BPO industry has been growing very fast in last few years. Revenue has increased from 3.4 Billion USD to 12.5 Billion USD in 5 years. Infosys BPO is one of the biggest players in India. In 2011 Infosys had 87 clients with overall 352 Million USD revenue.
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no of cases in 4 days average | 418830 | No. of employees required | 35 | | | | | | Simple Average | Max. no. of cases-sec in a week | 969255 | No. of employees required | 82 | | | | | Total no. of resources | 117 |

Case 4 : Common pool of all queues
Considering any employee will do any job regardless of stage and type of process, required number of employees is calculated in “case-4” sheet | Total time required (in sec) | | | Refer to Sheet 2-Case-2 | Review | Process | Settle | Sum | Resource req. | Day 1 | 635280 | 378450 | 399780 | 1413510 | 119 | Day 2 | 150600 | 227775 | 259315 | 637690 | 54 | Day 3 | 98460 | 233745 | 284445 | 616650 | 52 | Day 4 | 114540 | 228870 | 262295 | 605705 | 51 | Day 5 | 174960 | 151950 | 304175 | 631085 | 53 | Total no. of resource required | | | | | 119 |

Observations

* In case of FTE, case no. 1 will generate maximum revenue * In case of transaction based billing, case no.-3 should be more profitable.

Assumptions and Implications

* Productivity of the employees is the average of 4 weeks of OJT- * More resources required. Average not best case scenario. Efficiency in 4th week much more, resulting in lesser number of required resources. * Errors have been ignored- * Errors will decrease efficiency. But rounding off of resources anyway has enough leeway.

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