Employee Motivation in BPO Companies

This assignment delves into the crucial topic of employee motivation within Business Process Outsourcing (BPO) companies. It examines various motivational theories, including Herzberg's Two-Factor Theory and Self-Determination Theory, to understand what drives employee engagement and satisfaction in this sector. The analysis draws upon provided research articles and aims to provide insights into effective strategies for motivating BPO employees.

Running Head: OPERATIONS MANAGEMENT
1
OPERATIONS MANAGEMENT
Name:
Institution:
Course Code:

OPERATIONS MANAGEMENT 2
Executive summary.
The concept underlying this particular report was based on a company which operated in a wider
perspective by offering services such as human resource as well as insurance services along with
other services. However, in the process of daily operations, a case arose where the vice president
of BPO Company received an email from CEO of HA, Sam Regan. This email changed
everything and BPO Company had to undergo an audit process. Therefore, the report critically
analyzed the situation at that time, identified key operational problems within that organization
as well as provision of recommendations that would be used to overcome identified problem.

OPERATIONS MANAGEMENT 3
Table of Contents
Executive summary.....................................................................................................................................2
Introduction.................................................................................................................................................2
Analysis of current situation........................................................................................................................2
Effectiveness and efficiencies of the BPO operations..........................................................................3
Operation management concept.........................................................................................................4
Operational problems..................................................................................................................................7
Consideration of TQM AND BPR approaches in case reviewing..........................................................7
Recommendations.......................................................................................................................................8
Stepwise mechanism to increase the capacity..........................................................................................10
Eighteen month action design...................................................................................................................10
Conclusion.................................................................................................................................................11
References.................................................................................................................................................12

OPERATIONS MANAGEMENT 4
Operations Management.
Introduction.
The purpose of this paper is to generate a report base on a case study of Allen J. (AJ) Lauren,
executive vice president of BPO. Therefore, this report will apply various approaches such as
TQM and BPR so as to critically review the case. In the context, the report will identify the key
operational problems within the organization and finally offer quantitative and qualitative
recommendations which when implemented will be in a position to overcome the asserted
operational problems.
Analysis of current situation.
This current situation involves Allen J who tend to be the executive vice president of BPO. The
basis of this situation was based on an email he received and there were various demands that
needed to be addressed by BPO Company. Mr. Allan J was involved in a business operation with
another company called HA whose CEO contacted Allan via that particular email. Allan J was
fully responsible for the BPO’S operations about the Employee Benefit Outsourcing Business
program. Based on the actions of Allan, there had been a reflection of old manufacturing plant
just from the BPO’S office building (Ryan & Deci, 2017). Allen received an email that made
him change his position. This particular email was received from the CEO of HA, Sam Regan.
The CEO happened to be the main client of BPO Company where Allen had been acting as
executive vice president. At that particular point in time, Allan could not respond to the email of
Sam Regan although there were various options under consideration (Richard, 2013). Allen had
to consult some colleagues before responding to that email. Six Sigma Black Belt candidate as
well as the senior vice president of operations of BPO Company were involved by Allan so as to
reflect on the message contained in the email received from Sam Regan. The executive vice
president of BPO needed a meeting so as to update the company on the six-sigma project that
was initiated by Jerry. The project was in progress at the time and there was a need to find out
the best methods that could be applied so as to improve the effectiveness and efficiency of the
health as well as welfare service delivery process.
According to AJ, learning was important. This was based on a circumstance that the experience
of Sam Regan was an isolated case. This also would hold if it was a common occurrence. There
were various demands from the CEO of HA. Allan planned to use Jerry’s project so as to head

OPERATIONS MANAGEMENT 5
off the process audit as demanded by Sam Regan. The email sent to Allen J was no enticing to
read since it made AJ sink his stomach. This is because the email was copied to other officials
such as the chairman of BPO, Jim Rogit as well the president of BPO, Lart Watts. On his email,
the CEO of HA was expressing his dissatisfaction with the contract they engaged with BPO
Company (Thomas, 2009). Sam Regan aimed at removing his benefits he had earlier subjected to
his wife. He claimed that the services offered by BPO Company were very far below the
anticipated services. This needed a conclusive audit to be conducted by audit team and BPO
Company was expected to offer quality information for the audit process.
The senior management team of BPO Company had reviewed the business operations of EBO.
This path was set as the main agenda in the meeting held in July. It was asserted that, every fiscal
year, the company was anticipated to lose 5 to 10 million dollars. This was happening yet the
company had been growing at a rate of 30% each year (McGregor, 2012). The company used
simulation models in order to fully examine the Health and welfare service delivery process. In
addition, Allen aimed at improving the entire business process as well as profitability.
Effectiveness and efficiencies of the BPO operations.
This company had made progress in improving the business operations for the last few years.
The company had made several contracts that were very profitable in the short term and long
term. The company initiated several projects such as six sigma which was headed by Jerry. The
company achieved these effective and efficient operations by offering a wide range of services to
many clients worldwide. This was based on risk management and insurance department that fully
managed all consulting services. In addition, the effectiveness had been promoted by involving
over 500 professional services organization all over the globed. Moreover, the company had
expanded its market and operations to many countries. This was anticipated to be over 100
countries worldwide. They collectively promoted the operations of the business to customers and
clients worldwide. Finally, the company managed to offer job opportunities to over 50,000
workers as well as owning 500 offices worldwide. This helped the company to be efficient and
effective in the daily operations. This as well gave a lot of confidence to the clients excepting the
case of Sam Regan, the CEO of HA.

OPERATIONS MANAGEMENT 6
Operation management concept.
These concepts involve approaches such as input and outputs transformation. Again, it employs
lean, scheduling and customer value. The process of CI assist in connecting this report with
problem issue arising from the actions of Sam Regan. Business practices of BPO is consistent
with operation management. In that connection the workers of this company agreed to offer
services along with other stakeholders in the Black Belt rank at BPO when terminated a training
schedule for a period of three months. During that particular point in time, almost all the Black
Belt candidates attained a week long (Marylene, 2014). Again, BPO created a difference among
workers who were involved with Six Sigma Black. In BPO Company, certificated Black Belts
needed to surpass a whole 4-hour examination and to be successfully when terminating a sigma
project. This issue enabled the input as well as output transformation.
For the case of customer value and lean along with scheduling, the company applied a different
approach. The fact that BPO lost large amount of money when the revenues were increasing at a
smaller rate of percentage annually, the customer value still remained intact. This issue indicated
that the BPO Company valued the services they offered to the clients. The high variations in the
processing scheduling via BA’s indicated in a distinct manner that the ways used were not
appropriately standardized and were poorly automated through leaning process. The reduced
consumption of BA’s and CSR’s assert that increased scheduling as well as modifications to the
BPO enrolment of staff process would likely enhance the profitability level of the company
operation management (Kanungo & Manuel, 2014). Nevertheless, this particular approach
suggests incompetence in enhancing the ultimate support of the customer and customer values.
In that connection, advanced steps as well as advanced automation process are likely to be
applied in order to connect with this particular issue.
For the case of CI approach, we tend to consider the aspect of six sigma operation. Jerry was the
senior vice president of operation in BPO Company. In his project initiation, he discovered the
existence of various CSRs setting (Arnold, 2010). In that case, the customers were on hold,
regardless of their customer value. The main aspect was based on how to educate them as well
as to offer training to perform the underlying requirements. The application of CI process is
difficult since the rate increased to more than 37% (Maslow, 2013). Allen Lauren (A.J), vice
president of the company BPO, in his surprising moments was sent a complaint email. This

OPERATIONS MANAGEMENT 7
email was sent to express disappointment and disregards from the chief executive officer of HR,
Sam Regan. He was a major client of BPO Company and he sent an email asserting that he
become very disappointed with BPO poor services that were offered below the anticipated or
rather the agreed terms of the contract. The email was as well demanding a distinct and
appropriate review of audit by a team of auditors based on the company modes of operation
(Heranz, 2010). In addition, the email demanded a renegotiation of terms of contract agreement
between BPO Company and Sam Regan. Therefore, the operational challenges of BPO are
adversely affecting and reducing the profitability. This as well lowers the customer value, affect
the scheduling process along with the provider levels of the fitness. In that case, the company
need to reconsider the CI process for proper transformation of input and outputs.
Application of numbers to improve operations as well as taking the CI approach. There is a lot of
data and information that can be used to improve the operations of BPO Company in both short
run and long run strategies (Cocca & Alberti, 2012). The data below or numbers can ce analysed
statistically to indicate the customer value in improvinig the operations of BPO Company. This
data or rather numbers have been collected from customers based programs and processes.
The BA8XHIBIT 4 Customer Service Rep (CSR) Information
CSR
Clients
Supported
Shift
Begins
Morning
Break
Lunch
Break
Afternoon
Break
Shift
Ends
Team 1 MC
YS
NM
CS, HA, OB,VA
CO, ME,TM,
US CS,
OB,VA
CS, CO,
ME,TM
0B, US cs,
US
LO,
OB,VA CS,
CO,
ME,TM
CS, LO, OB,VA
8:00
8:00
8:30
8:30
8:30
9:00
9:00
9:00
8:00
10:45
9:00
11:00
10:30
10:15
11:00
10:30
11:00
10:00
1:00
2:00
2:00
12:00
12:00
2:00
12:00
1:00
12:30
3:15
4:15
3:30
4:30
3:00
4:45
2:30
15
3:00
5:00
5:00
5:30
5:30
5:30
6:00
6:00
6:00
5 00

OPERATIONS MANAGEMENT 8
Team 2 MS EQ 9:00 11:15 12:30 4:15 6:00 EQ, ME 8:00 10:00 2:00 3:45 5•.00
RS EQ 8:00 9:30 11:30 3:00
ME 8:30 1:30 3:15 5:30
Team 3
MB
sw
cs
ID
DW
cc
ED, ING, PS
BM, Cl, LO, Ml
BM, Cl, RS, IE, LO
BM, ED, Ml, NG,
PS
LO, Ml, ING, PS
ED, RS
ED, RS
Cl, ED, RS, IE, LO
8:00
8:00
8:00
9:00
9:00
9:00
9:00
9:00
9:00
10:00
9:30
9:30
10:45
11:15
10:30
10:15
10:30
10:15
12:00
11:30
11:30
12:30
1:30
1:00
12:30
2:00
1:30
3:30
3:00
2:30
4:00
4:15
4:00
3:00
4:00
3:15
6:00
6:00
6:00
6:00
6:00
6:00
Team 4 AS
SL
ow
CR
HA, LO,VA
11:00
8:00
11:00
9:00
8:00
9:00
11:00
1:15
9:45
12:45
10:15
10:00
9:00
11:00
3:00
11:30
2:00
12:30
12:00
1:30
2:30
4:45
2:45
3:45
3:15
3:00
3:30
4:15
8:00
8:00
6:00
6:00
8:00
Team 5 EQ
EQ, ME
8:00
8:30
8:00
8:3()
11:30
12:30
3:00
3:30
5:00
5:30
Operational problems.
Consideration of TQM AND BPR approaches in case reviewing.
Considering the audit performed by the team as well as the responses from the client towards the
errors of commissions identified by the auditor concerning the vulnerability of the data after
successfully loading it into the computer, the BAs started keying in these data manually so as to

OPERATIONS MANAGEMENT 9
verify any significant shift in the database (Lee, 2016). The data generated by Jerry asserted that the
BAs could enter in the required manipulations in as little as 12 minutes. However, this took more
than 5 hours. In conclusion, this utmost takes at least 85 minutes to execute.
These procedures applied in this case correlate to processed updates that are obtained directly from
the client information asserted in the email sent to Allan. Moreover, the stakeholders could have
applied the TQM and BPR approaches to update the required records directly through the Web as
well as via a customer service rep (CSR) who could as well update them through the Web when
talking to the shareholders through the phone (Zoller, Gigmes & Guillaneuf, 2015). Hence, in the
following procedure, the BA authenticated information that was obtained through the Web. In
essence, BA consumed around 56 minutes. However, this ranged from about 15 minutes to 2 hours
in a typical time frame.
According to the present data, the BAs later investigated the shareholders eligibility. Similarly, they
worked out the data updated which they had obtained from the client (Yang, 2016). In many
instances the BAs needed approximately 80 minutes to find out the eligibility of the shareholders.
Nevertheless, data produced by Jerry concerning the six-sigma project asserted that a BA would be
in a position to find out participant eligibility in 5 minutes or less; on a dark day, a BA needed 5
hours to terminate this activity.
If the BAs finds out the eligibility of a particular participant, accurate and appropriate reports are
designed. This results to production of accurate files for the main insurance carriers as well as
departments of payroll (Thabet, 2017). According to data formulated by Jerry, it consumed the BAs
about 40 minutes to produce the reports along with relevant files. However, some had completed this
in 5 minutes or less. In some similar cases, it took others as long as 2 hours.
Stepwise mechanism to increase the capacity.
1. Ensure the forces of demand and supply exist equally in the market.
2. Design better qualities in services that will satisfy the clients list of preference.
3. Correct any issue that had made the demand to go down in the past.

OPERATIONS MANAGEMENT 10
4. Lastly offer the best services and the capacity will increase automatically due to the
demand hike.
How to fix the prices of services and other focus on capacity.
One thing to note about the demand and supply is that they correlate positively with price.
When the price is high, the demand lowers (DeTombe, 2012). On the other hand, when the
price increases the supply or capacity increases. Therefore, to fix the best prices for the
services, the company need to design great models that will be attractive to the client. At that
point in time, the demand will increase regardless of the prices charged to these services.
Eighteen-month action design.
Setting up a task design for BPO Company is very important. This can be significant to assist in
changing input and output transformation (Yadav, 2009). This will as well help the company to
conduct a reflection in the required areas so as to bring the dreams and objectives into reality
(Combs, Clapp-Smith & Nadkarni, 2010). An activity design indicates the way forward so as to
arrive at targets via implementation of various strategies and corresponding procedures which
depict mechanisms required for a particular change.
Recommendations.
The recommendations will help in improving the existing process on the new design. These
recommendations will ensure that the business remain intact as far as operations are concerned. In
that connection, a six-sigma project will be focused.
 To start with, we offer the first recommendation to the entire association. This is based on the
approaches applied in the process. Therefore, we recommend the company to generate better
approaches that will indicate the capability of a consistent approach in order to have proper
and appropriate management of the organization of company clients (Netsch & Bach, 2015).
In addition, the costs and other expenses subjected to these clients need to be reasonable.
This typically means that the operation management and all the underlying working
management will be exposed to a smooth flow in both short run as well as in the long run
solutions of the asserted issues.

OPERATIONS MANAGEMENT 11
 Next, the BPO Company need to initiate the development of customer value in a clear and
distinct framework (Kumar & Gopinath, 2016). This will be helpful in reduction of versatile
nature imposed by their operation system. In addition, this will make reduce the risk of
uncertainty and unpredictable cases like the one asserted by CEO of HA in the encrypted
email. This will help the workers in appreciating the laid down operation structure when it
will be related to the entire public section organization as well as initiation of organization
structure along with management of any added items in the management structure
(Krishnamurthy, 2011). Typically, it is significant to assert that the fore front school of
thoughts will be significant for the correlation that is being demonstrated in solving the
underlying issue. This can be applied to generate the future advancements as well as points of
interest in other companies faced by such problems.
 Another important recommendation that BPO Company need to look at is appropriate and
genuine reproduction of company organizational structure in terms of management team.
This will offer a clear baseline for competent and skillful management team (Kang, 2010). It
also assists the supervisor to measures as well as to view the framework of code of conduct
and ethics. Despite of the framework being a generation line, an accurate organization as well
as correspondences framework can be applied to research and review about alternative
strategies as well as to determine the existing operations. By utilization of reproduction
models and theories, the CEO can clearly review how a present operation may work under
changed data sources. In addition, this will determine how a similar operation may work if
subjected to the same data sources (Ikerionwu, Edgar & Gray, 2017). The capacity to efforts
generated as well as initiated models can be used to build measurements along with various
tasks regarding results and the entire principles of attractions in organizational reproductive
system of new generation of leaders in management.
The gap analysis that exist in this particular case will help this organization to value the
customers and achieve the competitive advantage in the operations management.
According to iso 9000, Belt trained participants as well as those who were certified Six
Sigma Black Belts helped the company to realize that gaps need to be filled whenever an
opportunity arise. At BPO, certified Black Belts were needed to pass a comprehensive
exam as well as to have finished a Six Sigma project successfully.

OPERATIONS MANAGEMENT 12
To forecast the future demand, there will be more demand if and only if these
recommendations will be implemented fully in solving the current problem addressed by
this issue (Gogu, 2017). On the other hand, maintenance of current situation will reduce
the demand to a very insignificant level.
Conclusion.
In conclusion, it is very important for a company to realize how important the operation
management is towards initiation of projects and other issues. This report indicates how BPO
Company face operational problems due to negligence of customer value as well as input and
output transformation (Clardy, 2013). If the asserted recommendations are fully implemented in
this particular case, the BPO Company and any similar company with a similar issue can be able
to overcome the identified operational problems in both short run and long term.
References.
Arnold, J. (2010). Coaching Skills for Leaders in the Workplace: How to Develop, Motivate and
Get the Best from Your Staff. How to Books.
Clardy, A. (2013). A General Framework for Performance Management Systems: Structure,
Design, and Analysis. Performance Improvement, 52(2), 5-15.
Cocca, P., &Alberti, M. (2012). A framework to assess performance measurement systems in
SMEs. International Journal of Productivity and Performance Management, 59(2), 186-
200.
Combs, G., Clapp-Smith, R., &Nadkarni, S. (2010). Managing BPO service workers in India:
Examining hope on performance outcomes. Human Resource Management, 49(3), 457-
476.
DeTombe, D. (2012). Complex Societal Problems in Operational Research. European Journal of
Operational Research, 140(2), 232-240.
Gogu, M. (2017). Emergency situations, adaptive management and national health
strategies. Global Journal of Sociology: Current Issues, 6(2), 29.
Heranz, J. (2010). Network Performance and Coordination. Public Performance & Management
Review, 33(3), 311-341.

OPERATIONS MANAGEMENT 13
Ikerionwu, C., Edgar, D., & Gray, E. (2017). The development of service provider’s BPO-IT
framework. Business Process Management Journal, 23(5), 897-917.
Kang, X. (2010). Offshore Business Process Outsourcing (BPO) in Transition Economies:
Comparative Analysis between China and Malaysia. SSRN Electronic Journal.
Kanungo, R.N., & Manuel, M. (2014). Work Motivation: Models for Developing Countries.
Sage Publication put.
Krishnamurthy, P. (2011). Typology of Organizations – Application to BPO
Organizations. SSRN Electronic Journal.
Kumar, X., & Gopinath, D. (2016). An Empirical Study on Employee Engagement and
Retention Strategies in BPO Companies in India. Bonfring International Journal of
Industrial Engineering and Management Science, 6(2), 24-27.
Lee, S.S. (2016). Critical analysis of the educational community discussion: Focusing on the
conceptualization. Journal of Educational Innovation Research, 26(1), 45-69.
Marylene, G. (2014). The Oxford Handbook of Work Engagement, Motivation and Self-
Determination Theory. OUP USA.
Maslow, A.H. (2013). A Theory of Human Motivation. Start publishing LLC.
McGregor, D. (2012). The Human Side of Enterprise. New Yolk, 21.
Netsch, C., & Bach, T. (2015). Vaporization vs. enucleation techniques for BPO. Current
Opinion in Urology, 25(1), 45-52.
Richard, A. (2013). Job Satisfaction from Herzberg’s Two Factor Theory Perspective. Grin
publishing.
Ryan, R.M., & Deci, EL. (2017). Self-Determination Theory: Basic Psychological Need in
Motivation, development and Wellness. The Guilford presses.
Thabet, A. (2017). Theoretical Framework Measures Management Accounting Systems and
Credit Risk Management Policies and Practices towards Organizational Performance in
Palestinian Commercial Banks. Account and Financial Management Journal.
Thomas, K.W. (2009). Intrinsic Motivation: What Really Drives Employees Engagement. Berret-
Koehler publishers.

OPERATIONS MANAGEMENT 14
Yadav, R. (2009). Environment Analysis of the BPO Industry in India. SSRN Electronic Journal.
Yang, J. (2016). What Affects Perceived BPO Benefits of Ventures? Korea Association of
Business Education, 31(6), 403-423.
Zoller, A., Gigmes, D., &Guillaneuf, Y. (2015). Simulation of radical polymerization of methyl
methacrylate at room temperature using a tertiary amine/BPO initiating system. Polym.
Chem., 6(31), 5719-5727.