tailieunhanh - Business Process outsourcing The Competitive Advantage phần 7

Tất nhiên, bất kỳ tổ chức cụ thể sẽ phải đánh giá những thách thức duy nhất phải đối mặt trong việc thực hiện một dự án BPO, nhưng có một số vấn đề mà bất kỳ tổ chức sẽ phải đối mặt, bao gồm: | 136 EXECUTING AN OUTSOURCING PROJECT effective change management by singling out a few generically effective principles. Of course any particular organization will have to assess the challenges it uniquely faces in conducting a BPO project but there are some issues that any organization will face including Establishing a vision of the future state of the organization Securing leadership as well as management of the BPO transition Communicating with internal staff about the BPO transition Managing organization culture beyond the process affected by BPO Managing job loss and changeover to new management Establishing business continuity and new performance benchmarks We begin by discussing the overarching project management plan and introduce the final team the project management team to be used in managing the BPO Life Cycle. Next we provide an overview of generally applicable change management principles where we look at each of the areas mentioned in the previous list in more detail. The overriding objective of this chapter is to help organizations undertaking a BPO initiative whether on the buyer side or the vendor side become alerted to the multiple change-induced organizational issues that are likely to arise and how they can be dealt with effectively. It would not be in anyone s interest to have a BPO initiative derailed or slowed down dramatically as a result of inattention to fundamental change management principles. THE BPO PROJECT MANAGEMENT PLAN The formal contract between BPO buyer and vendor has been signed and sealed. As discussed in Chapter 6 the BPO contract is a detailed document that includes service level agreements that specify the level of expected performance on defined organizational processes. These form the basis for developing metrics and for the system of rewards penalties and remedies that govern the buyer-vendor relationship. At the same time the BPO contract does not provide the flexibility and responsiveness required to manage an .