POST GRADUATE DIPLOMA EXAMINATIONS, FEBRUARY 2009.

BUSINESS PROCESS OUTSOURCING

COURSE CODE: 130201
TIME: 3 HOURS

MAXIMUM MARKS: 100

PART A
ANSWER ANY FIVE QUESTIONS

(5 x 4 =20)

1. Define BPO.
2. Brief about Business Process Portfolio Management.
3. Define the term Stake holders.
4. What is Knowledge Sharing Process?
5. What is process due diligence?
6. List out the characteristics of Strategic Outsourcing.
7. How do you calculate the cost of attritions?
8. What are Mitigation Strategies?

PART B
ANSWER ALL QUESTIONS
9.

(4 x 16 = 64)

a. Discuss the drivers of BPO.

(Or)
b.

i) Differentiate BPO from ITO.

(8 Marks)

ii) Explain the implications of BPO strategic partnering model

(8 Marks)

10. a. How do you measure Business Process Performance? Explain in detail.

(Or)
b. Discuss the Business Process Migration strategies.

11. a. Narrate BPO IT Infrastructure Model.

(Or)
b. Explain the motivation and compensation strategies used by Indian BPO companies.

12.

a. How do you plan framework for strategic partnering?

(Or)
b.

i) Compare voice and non-voice BPO.

(8 Marks).

ii) Explain the attributes of successful leaders in BPO.

(8 Marks).

PART C
CASE STUDY-COMPULSORY

13.

(1 x 16 = 16)

More number of BPO companies emerged in India in recent times. The

companies are spending nearly 25% of their revenue for Recruitment, Selection and
Training. The employees appointed and trained are leaving the company within 6 months
or in a year.
This shows that there is a high volume of employees turnover in most of the BPO
companies.

QUESTIONS:
(i)Identify and analyze the possible reasons for high employee turnover in
BPO companies.

(ii)Suggest a suitable strategy to reduce the employee turnover.

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