This report delves into the realm of operation management, focusing on business process outsourcing (BPO) within the context of health and welfare service delivery. It begins by defining BPO and its advantages, particularly in cost savings and enhanced quality. The report then analyzes the current landscape of health and welfare service delivery, exploring its core concepts, principles, and relevant theories. It examines the tools and models used in this process, along with the key issues and challenges encountered. A significant portion of the report is dedicated to outlining action plans, including short-term (30-day), mid-term (6-month), and long-term (18-month) strategies. The report concludes with an overview of the implementation of these action plans. The report also highlights the use of various tools and models, such as the EBO group's database and customer care systems, and analyzes the roles of different personnel like Benefits Administrators and Customer Service Representatives. It addresses issues like escalation of calls and the need for efficient call handling. The report is a comprehensive examination of BPO in health and welfare service delivery, providing valuable insights into the process and its challenges.
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