Universidad de Zamboanga - Ipil School of Business and Management Business Administration Department SYLLABUS in FUNDAMENTALS OF BPO 101
Course Title Course Credit Descriptive Title Prerequisite Subject/s Semester/School Year Curricular Year Degree
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ELECTIVE 3 3 FUNDAMENTAL OF BPO 101 None 2nd Semester, A.Y. 2018-2019 3RD Year BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION
Program Educational Outcomes (Business Administration program): Upon completion of the BSBA program, students should: 1. Work effectively and independently in multi-disciplinary and multi-cultural teams. 2. Perform the basic functions of management such as planning, organizing, staffing directing and controlling. 3. Apply the basic concepts that underlie each of the functional areas of business (marketing, finance, human resource management, production and operations management, information technology and strategic management) and employ these concepts in various business situations. 4. Select the Proper decision making tools critically, analytically and creatively solve problems and drive results. 5. Plan and implement business related activities 6. Apply information and communication technology (ICT) skills as required by the business environment. 7. Demonstrate corporate citizenship and social responsibility. 8. Exercise high personal moral and ethical standards. 9. Analyze the business environment for strategic d irection Course Description: Description: The course provides an introduction to fundamentals of business process outsourcing concepts via an understanding of the techniques for using business practices and methods to create and improve business process. The foundational study of business processes provide a basis by which performance improvement are identified and implemented across business organizations. Business process outsourcing is introduced as a natural evolution of business process management. The student is exposed to a set of qualitative and
quantitative topics aimed to enhance process management. The student is exposed to asset of qualitative and quantitative topics aimed to enhance process-oriented thinking, in order to develop the knowledge and skills thinking necessary to appreciate and implement programs of process reengineering, management, and excellence in organization Course Requirements: Pre-Mid Midterm Pre-Final Final
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Research on the concept of BPO Make a diagram illustrating the business process map using the three tier analytical s tructure Reaction Paper Project Report on Outsourcing and Presentation
Grading Criteria: Pre- mid to Pre-Final Term Quizzes …………………………………………….. Recitation …………………………………………….. Major Exams …………………………………………….. Total ……………………………………………..
30% 20% 50% 100%
Final Term Project Report Presentation
..... ………………………………50% .…………………………………50%
Total
…………………………………..100%
Course Outcomes: At the end of the course, the students should be able to: a. Understand the concept and importance of BPO b. Solve problems related to the challenges of BPO c. Blend theories of BPO in the real situation d. Understand the future potential in BPO Industry Course Policy: a. Attendance: The highly accelerated pace of this course requires students to accept a great deal of responsibility for achieving their own l earning outcomes. While in class, students are expected to actively participate in discussions and groups activities, and not just listen to lecture. Outside class time, students are expected to spend hours of preparation which will include reading assignments, homework preparations, and research and group meetings. b. Class Participation: Each learner is expected to actively participate in discussions on the assumption that each brings a wide range of experiences to the learning process active participation may include asking thoughtful questions, being willing to consider new ideas, helping the class, understand complex ideas, having a cooperative attitude and sense of humor, and helping others comprehend the material. However, consideration of other students is strongly encouraged to avoid dominating class discussions. c. Written Assignments: an importance component of this course is the completion of written assignments by the students. All written work is expected to meet c ollege level basic writing skills. Case studies are the primary method to evaluate students’ progress in this course. Learners are encouraged to apply case materials to their project papers.
d. Presentations: Presentation on assigned case studies and applications papers will be made in this class. Students will be required to prepare written analyses of each assigned case and will also be required to present in class. Presentations made are to be professional in nature. The presentations should be well organized with the topic thoroughly covered with all Case study questions answered. Handouts and visual aids are to be professional looking and appropriate for the material to be covered. Presentations should not be exceed the time given by the faculty. e. ACADEMIC INTEGRITY POLICY: Every student is responsible to know the standards of conduct and expectations of academic integrity that apply undertakings. Academic dishonesty will not be tolerated and will result in the maximum penalty as defines in the Student Handbook: 1. Cheating during exams 2. Submitting spurious reports copied from previous materials other than his/her own 3. Copying another students work including assignments and reports 4. Receiving assistance from anyone else with take-home quizzes 5. Plagiarism Course References: Textbooks: a. Rick l. Cl ick Thomas N. Deuning, Business Process Outsourcing
b. JNU, Jaipur, First Edition 2013 PDF book Internet: a. https://em,wikipedia.org/wiki/BusinessprocessoutsourcinginthePhilippines b. https://www.slideshare.net/vk97999/bpo-17109912
Learning Plan Term PRE-MID
Learning Outcomes 1. Explain the importance and type of Service provided by BPO 2. Identify the reasons for adopting BPO
Content/Topics OVERVIEW OF BPO INDUSTRY BPO Explained, Importance and Types of Services Types of Services Rendered by BPOs Job Profile in BPOs and other Roles in BPOs Key Skills Required for BPOs Future Potential in the BPO Industry Challenges and Threats Facing the BPO Industry Cost/Quality Model Resulting in Outsourcing Getting Familiar with Non Voice/ TP/ Back Office Introduction of Regional Accent and Grammar Modification
Teaching Methodologies a. Lecture discussion
Assessment Tool Quiz 1: Overview of BPO Industry (pen and paper)
b. Oral recitation
c. Cooperative learning
Quiz 2: Business Outsourcing(pen and paper)
3. Explain the concept of BPO
d. Brainstorming
4. Understand the future potential in BPO Industry 5. Explain business outsourcing
e. Think, pair, share
Activity 1 Group Presentation on Types of services rendered by BPOs(rubric on Group Presentation) Activity 2. Role Playing of a call centre scenario (Rubrics on Role Play)
BUSINESS PROCESS OUTSOURCING Introduction Typical BPO Services Outsourcing and Off-shoring Sustainability of Global Demand for BPO Services General Trends in Tradability of Services Growth of BPOs Worldwide Main Drivers for Growth 8
Output: Research on the concept of BPO (Rubrics on research paper) Pre-mid Examination
Term MID-TERM
Learning Outcomes 1. Define outsourcing and its relation to transformation
Content/Topics DEVELOPING BPO STRATEGIES Introduction Sourcing and How it Relates to Transformation Business Case Introduction to Nelson Hall’s Business Case Methodology BUSINESS PROCESS MODELLING AND SIMULATION
2. Compare between sourcing strategy and specific propositions 3. Explicate component of business case methodology 4. Enlist the benefits of outsourcing 5. Describe the precautions o be taken before outsourcing 6.Identify the advantages of Outsourcing
Teaching Methodologies a. lecture discussion and recitation b. Oral Recitation
c. Cooperative Learning d. Brainstorming
Introduction Evaluation Criteria of BPM Tools Tools for Business Process Simulation Evaluation Criteria for BPS Tools Comparison of BPS Tools
Assessment Tool Quiz 1: Developing BPO Strategies (pen and paper)
e. Cooperative learning
Quiz 2:Business Process Modelling and simulation (Pen and Paper) Activity 1: Group Presentation on Business Case (rubric on Group Presentation) Activity 2: Group Presentation on Tools of Business Process Simulation(rubric on Group Presentation)
Output: :Make a diagram illustrating the business process map using the three tier analytical structure conducting a current state analysis( Rubrics on how to make a diagram) Mid- term Examination
Term PRE-FINAL
Learning Outcomes 1.Elucidate 5W’s of outsourcing
Content/Topics OUTSOURCING The 5 W’s of Outsourcing. Benefits of Outsourcing Disadvantages of Outsourcing Types of Outsourcing
2. Enlist marketing outsourcing
3. Explain the types of outsourcing
5. Explicate he importance of challenges in the BPO industry
6. Explain the challenges in the BPO Industry 7. Elucidate the importance of selecting right service provider
b. Class reporting
Assessment Tool Quiz 1: Outsourcing (Pen and paper) Quiz 2: Challenges in the BPO Industry (Pen and paper)
4. Identify the needs of employee and employee relationship
Teaching Methodologies a. lecture discussion and recitation
Sales Outsourcing: How is it c. Seatwork Done d. Brainstorming Benefits of Sales Outsourcing e. Cooperative learning Marketing Outsourcing Marketing Outsourcing as a Business Model Different Types of Marketing Outsourcing Ten Precautions while Outsourcing
CHALLENGES IN THE BPO INDUSTRY
About the Industry Causes Analysing Causes of Attrition using a Multilevel Approach Recommendation The Win-Win Model.
Activity 1: Cooperative learning on the 5W’s Outsourcing Activity 2 : Video Viewing: Reaction Paper (Rubrics on Reaction Paper) Output: Case Analysis on Managing Challenges and conflict in the BPO Industry (Rubrics on Case study) Pre-Final Examination
Term FINAL
Learning Outcomes 1. Examine the scope of BPO industry 2. Explain the current and future scenario of BPO
Content/Topics SCOPE AND NEED OF BPO
3. Enlist the three main Rules of BPO
4. Identify the future BPO in various countries
Need of the BPO Industry Scope of BPO Current Scenario Future Scenario BPO: Three Rules to Live By. Future of BPO in
Teaching Methodologies a. lecture discussion and recitation b. Cooperative learning c. Seatwork d. Brainstorming e. Checking of Output
Assessment Tool Output: Project Report on Outsourcing (specific company) (Rubrics on Project Report) Exit Assessment: Presentation of Project Report(Rubrics on presentation)
ASSESSMENT PLAN Terms Assessment Methods PREMID Quiz TERM Activity 1 (topic presentation by groups) Activity 2 ((Role play) Performance Assessment (Research Paper) Pre midterm MIDTERM
Quiz Activity 1 (topic presentation by groups Rubric on Topic Presentation by groups
PREFINAL
FINAL
Performance Assessment (Make a Diagram) Midterm Major Exam Quiz Activity 1 (Case Discussion) Activity 2 (Reaction Paper) Performance Assessment Case Analysis on Managing Challenges and conflict in the BPO Industry Pre-Final Exam Output (Project Report on Outsourcing) Exit Assessment: Presentation of Project Report
Assessment tools Pen and paper test
Performance Target Students are expected to gain knowledge on Pre-midterm topics with 75% level of proficiency. The BSBA students are expected to perform the task assigned on them with 75% passing.
Rubric on Topic Presentation by groups Rubric on Role Play The BSBA students are expected to perform the task assigned on them with 75% passing. Rubric on Research Paper The BSBA students are expected to perform the task assigned on them with 75% passing. Pen and Paper test Pen and paper test Rubric on Topic Presentation by groups Rubric on Topic Presentation by groups Rubric on Sales Making a Diagram Pen and paper test Pen and paper test Rubric on Oral Recitation Rubric on Reaction Paper Rubric on Case Analysis
Pen and Paper test Rubric on Project Report Rubric on Individual Presentation
The students are expected to achieve 75% level of proficiency on topics covered for premidterm Students are expected to gain knowledge on midterm topics with 75% level of proficiency The BSBA students are expected to perform the task assigned on them with 75% passing Students are expected to gain knowledge on midterm topics with 75% level of proficiency The BSBA students are expected to achieve 75% proficiency on Making a Diagram. The students are expected to achieve 75% level of proficiency on topics covered for midterm Students are expected to gain knowledge on covered in the pre-final with 75% level of proficiency The students are expected to achieve 75% level of proficiency on Case Discussion. The BSBA students are expected to perform the task assigned on them with 75% passing The BSBA students are expected to achieve 75% proficiency in the validation of Research Paper The students are expected to achieve 75% level of proficiency on topics covered for pre-final The students are expected to achieve 75% level of proficiency on Project Report The BSBA students are expected to achieve 75% proficiency in the validation of Project Report
Prepared by:
Reviewed by:
Noted by:
Approved by:
CHRISTINE H. LEAL Instructor
NEMIA B. HULAGNO, MBA Program Chairperson, BSBA &BSA
MARGIE ROSE B. CUNDIMAN Librarian Staff
GERALDINE R. TABLATE, ED.D School Administrator
PROJECT REPORT Groups are expected to critically comment on the sales force management & channel management of any one company. As far as possible the data should be collected via means of interview with the company officials and survey of dealer and distributors of the respective company. The Project Report should have commentaries on the following: 1. Sales Management: a. Sales organization b. Recruitment & Induction Process c. Territory allocation process and strategy d. Reporting structure and systems e. Compensation Structure f. System Evaluation g. Training and Development 2. Channel Management a. Channel environment b. Channel Strategy c. Channel Design and Structure d. Managing the channel members and conflict e. Appraisal and evaluation of channel members In your Project Report please ensure to have the following sections: 1. Disclaimer 2. Introduction 3. Objective of the Study 4. Methodology 5. Description on the Sales and Distribution System of the company 6. Analysis/Critique 7. Recommendation, if any 8. Limitations Project will be evaluated on the content/coverage, flow, originality, quality of critique and analysis. Groups should take care that they submit original work.
