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Operations Management (OM) Report

   

Added on  2020-04-07

17 Pages3987 Words34 Views
Running Head: OPERATIONS MANAGEMENT1Operations ManagementNameDate

OPERATIONS MANAGEMENT2Executive SummaryOperations management is one of the key aspects for consideration in every business organization that seeks success. Optimizing the operations of processes helps the company to be in a better position to offer competitive products or services that are of high quality within the shortest time possible and with minimum required resources. This paper focuses on the operations of BPO Inc., a case study company that offers outsourcing services in risk management, human resource and compensation consulting services. The report discusses the various operational issues, their causes and effects which underlies one of its processes; The Health and Welfare Service Delivery division. The report gives an action plan that BPO can use to implement its operation change process. Further, the paper provides recommendations that arefit for BPO to adopt towards its success in optimizing the operations. Therefore, the paper is important in helping BPO optimize its operations.

OPERATIONS MANAGEMENT3Table of ContentsIntroduction......................................................................................................................................4BPO..............................................................................................................................................4Background of the Case Study.....................................................................................................4Increased number of escalations......................................................................................................5Cause and Effect..........................................................................................................................5Solution........................................................................................................................................6Inefficiency and Underutilization....................................................................................................7Cause and Effect..........................................................................................................................7Solution........................................................................................................................................8Integration and Software Issue........................................................................................................9Cause and Effect..........................................................................................................................9Solution......................................................................................................................................10Action Plan for Next 18 months....................................................................................................12Recommendations..........................................................................................................................13Conclusion.....................................................................................................................................14References......................................................................................................................................15

OPERATIONS MANAGEMENT4IntroductionBPOThe BPO Inc is a multinational company that deals in offering professional services to clients that ranges from the risk or insurance management and the management consulting. The company operates in over 100 different countries of the world and has over 500 offices distributed in these nations with over 5000 employees. Currently, the organization is headed by the president called Larry Watts. Under him, is Jim Regit who is the group's chair. Further, it hasother board members and the senior management team that leads the organization.BPO’s service structure is made up of three main divisions through which the company offers its services to the customers. Firstly, the company has the Risk/ Brokerage management unit which provides services of helping other companies to establish and access the risks that prevail them and develop appropriate management strategies to curb them. The second division is the human resource consulting which offers the services in Human Resource Outsourcing (HRO) and Business Process Design (BPD) and the management consulting. The third division is the compensation consulting division which offers services in helping other companies to develop effective compensation and reward strategies. Thus, through its structure, the organization has managed to get a bigger marketing share in this industry.Background of the Case Study The BPO case study unveils the operational issues that exist in BPO Company. In the case, HA is one of the clients of BPO, which handles of the compensation issues of the company.Sam Reagan, the CEO of HA had an issue that needed the support of BPO; HA's BPO service provider, where Sam wanted his former wife to be removed from his benefits. During this event when he needed help, he got a bad service experience which was below his expectations from the

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