OVERVIEW:

OVERVIEW:
SERVICE MANAGEMENT PROGRAM
SYLLABI
COURSE SYLLABUS AND OUTLINE

COURSE SYLLABUS
(IT 306 - Business Process Outsourcing 101)
1st Semester, AY 2020-2021

COLLEGE: College of Information and Communications

Technology
DEPARTMENT: Bachelor of Science in Information Technology
COURSE CODE: IT 306
COURSE TITLE: Business Process Outsourcing 101
CREDIT UNITS: 3 units
PRE-REQUISITE: IT 207 / IT 209
FACULTY: Eddinel B. Valentino
CONSULTATION HOURS:

COURSE DESCRIPTION:

The course provides students with an overview of the outsourcing industry,

including the rationale for outsourcing, critical factors which affect different
outsourcing industries, and the processes involved in engaging in, operating and
maintaining an outsourced service. The course also introduces different tools and
methodologies used in outsourcing operations, and provide the students with
opportunities to apply these tools in simulations at a computer laboratory or
“Game Lab.”

The course enables students to recognize areas of opportunities in

outsourcing, as well as to analyze and assess how changes in technology,
regulation and business environments may affect current industries. It also
increases the students' awareness of the different processes critical to
maintaining outsourcing engagements, such as maintaining client relationships in
the context of a service culture, and the effective management of costs and
resources.

University Vision
Bulacan State University is a progressive knowledge-generating institution,
globally-recognized for excellent instruction, pioneering research, and responsive
community engagements.
1
 University Mission
Bulacan State University exists to produce highly competent, ethical and
service-oriented professionals that contribute to the sustainable socio-economic
growth and development of the nation

Core Values: SOAR BulSU!

Service to God and Community

Order and Peace
Assurance of Quality and Accountability
Respect and Responsibility
The BulSU Ideal Graduates Attributes (BIG A) reflect the graduate’s capacity as:
a. highly and globally competent;
b. ethical and service-oriented citizen;
c. analytical and critical thinker; and
d. reflective life-long learner.

Program Educational Objectives (PEO)

University Mission
Program Educational Objectives (PEO) BIG A- BIG A- BIG A- BIG A-
a b c d
PEO1. Advance their careers through activities
such as participation in professional
✔ ✔
organizations, attainment of professional
certification and seeking higher education.
PEO2. Pursue lifelong learning in generating
innovative solutions using complex problem- ✔ ✔
solving skills.
PEO3. Demonstrate technical competency and
✔
leadership leading to a successful career.
PEO4. Demonstrate commitment towards
sustainable development for the betterment of ✔
society.
PEO5. Acquire new skills as technology evolve
and be more proficient in developing computing ✔ ✔ ✔
solutions.
PEO6. Create sustainable linkages with other
agencies and institutions for the promotion of ✔
instruction, research, extension programs.

PEO7. Adhere to ethical standards in the ✔

2
practice of the computing profession.

Program Outcomes (PO)

On completion of the course, the student is expected to be able to do the following:
Program Educational Objectives
PROGRAM OUTCOMES PEO PEO4 PEO5 PEO6 PEO7
PEO2 PEO3
1
a. Apply knowledge of computing,
science, and mathematics ✔ ✔
appropriate to the discipline of IT.
b. Understand best practices and
✔ ✔
standards and their applications.
c. Analyze complex problems and
identify and define the computing
✔ ✔
requirements appropriate to its
solution.
d. Identify and analyze user needs
and take them into account in the
selection, creation, evaluation, and ✔
administration of computer-based
systems.
e. Design, implement, and evaluate
computer-based systems,
processes, components, or
✔
programs to meet desired needs
and requirements under various
constraints.
f. Integrate IT-based solutions into
✔ ✔
the user environment effectively.
g. Apply knowledge through the use
of current techniques, skills, tools,
✔
and practices necessary for the IT
profession.
h. Function effectively as a member
or a leader of a development team
recognizing the different roles within ✔
a team to accomplish a common
goal.
i. Assist in the creation of an
✔ ✔
effective IT project plan.

j. Communicate effectively with the ✔ ✔ ✔

3
 computing community and with
society at large about complex
computing activities through logical
writing, presentations, and clear
instructions.
k. Analyze the local and global
impact of computing information
✔ ✔
technology on individuals,
organizations, and society.
l. Understand professional, ethical,
legal, security, and social issues
✔ ✔
and responsibilities in the utilization
of IT.
m. Recognize the need for and
engage in planning self-learning and
improving performance as a ✔ ✔ ✔
foundation for continuing
professional development.
n. Preserve and promote “Filipino
✔ ✔
historical and cultural heritage.”

Course Outcomes and Relationship to Program Outcomes

Course Outcomes Program Outcomes
After completing this course the
a b c d e f g h i j k l m n
student must be able to:

CO1. Define and explain what is I I I I I I I I I I

outsourcing

CO2. Identify the reasons why I I I I I I I I I I I I

companies outsource

CO3. Identify the functions/ services I I I I I I I I I I I

that are being outsourced

CO4. Enumerate the advantages I I I I I I I I I I I I

and disadvantages of
outsourcing

CO5.Name and define the two (2) I I I I I I I I I I I

types of outsourcing
I I I I I I I I I I I
CO6.Enumerate the different
4
 outsourcing strategies

CO7.State the common types of I I E I I I I I I I I

activities, tasks, and/or
processes that get outsourced

CO8.Identify what are the key E E I E E I E E E I E I

technologies and trends in
outsourcing

LO9.Describe the attributes of a I I E I I I I I I I I I I

client and service provider
relationship

CO10.Define the following: IT-BPM

Contract, SOW (Statement of
Work), MSA (Master Service E E I E E I E E E I E I I
Agreement), SLA (Service
Level Agreement), KPI (Key
Performance Indicator)

CO11.Enumerate the five (5) core I I I I I I I I I I I

elements of an IT-BPM
Contract

CO12.Define and differentiate

CAPEX (Capital Expenditure) I I I I I I I I I I I I
and OPEX (Operational
Expenditure)

CO13.Enumerate and define what I I I I I I I I I I I I

are the IT-BPM Contract
financials

CO14.Enumerate the different I I I I I I I I I I I I I

regulatory requirements

CO15.Define transition
management, the migration I I I I I I I I I I I I I
strategies and knowledge
transfer frameworks and the
transition risks

CO16.List the critical success I I I I I I I I I I I I I

factors

5
CO17.Identify transition I I I I I I I I I I I I I
effectiveness

CO18.Outline the requirements for E E I E E I E E E I E I I

good transition documentation
I I I I I I I I I I I I I
CO19.Explain work shadowing

CO20.Define the components for I I I I I I I I I I I I I

readiness assessment and
hand-offs

CO21.Explain the concept of scale E E E E E E E I E I I I

and time tracking

CO22.Define what is operations I I I I I I I I I I I I I

management

CO23.Explain the value or I I I I I I I I I I I I I

importance of operations
management

CO24.Enumerate and discuss the I I I I I I I I I I I I I

components of operations
management

CO25.Identify process mapping and E E E E E E E I E I I I I

notation shapes

CO26.Explain the value or I I I I I I I I I I I I I

importance of process
mapping

CO27.Be able to satisfactorily map E E E E E E E E E EE E E

processes

CO28.Define continuity I I I I I I I I I I I I I
management

CO29.Enumerate and discuss the E E E E E E E E E EE E E

Six (6) steps of continuity
management
I I I I I I I I I I I I I
CO30.Explain what an interruption
event is

6
 E E E E E E E E E EE E E I
CO31.Enumerate and discuss the
“Tell-tale” signs of a critical
situation
E E E E E E E E E EE E E
CO32.Describe the critical situation
management method
E E E E E E E E E EE E E
CO33.Enumerate the eight (8)
disciplines of the 8D Approach
Note: (I) Introductory Course to an Outcome (E) Enabling Course to an Outcome (D) Demonstrative
Course to an Outcome

LEARNING EPISODES:

Learning Learning Suggested

TOPIC Week
Outcomes Activities Assessment
Internalize the Class Orientation Recitation
VMGO of the
● VMGO of the Memorization Oral
college College Analysis of Participation
especially the ● BSIT-SM VMGO
discipline Specialization
1
towards the Track
achievements ● Course
of professional Syllabus/Outline
● Grading System
competencies, ● Classroom
integrity, moral Policies
and ethical ● Gender and
values. Development
(GAD)
BPO Introduction IT-BPM Quiz
industry
● IT-BPM Industry
Overview familiarization
● Introductions to through virtual
IT-BPM Industry interview, Recitation
CO1 2-3
● Why Companies online
CO2 Outsource communicatio
● What is Being n or internet
CO3 Outsourced Group
research
● Advantages and Activity
CO4
Disadvantages
of Outsourcing CASE STUDY:
IT-BPO
Solutions for
Unit Test
Company

7
 Fundamentals of Quiz
Outsourcing
News Article
● The Two Types
of Outsourcing Review
● Strategies for Recitation
CO5 4-5
Outsourcing
● What is
CO6 Design and
Outsource
CO7 ● Typically Creation of Unit Test
Outsourced Business
CO8 Activities-Tasks- Concept
Processes
● Key
Technologies
that Support
Outsourcing

IT-BPM Engagements Quiz

● Client Service Situational
Provider Analysis
CO9
Relationship
● The IT-BPM Recitation
CO10 Simulation
Contract: Pricing
CO11 Activity
Models 6-7
● IT-BPM Contract Research
CO12
Financials Activity- Unit Test
CO13 ● Regulatory Related
Requirements
CO14 Regulatory
Requirements

Midterm Examination 8

Managing Outsource News Article Quiz

Transitions Review
CO15
● Transition
Work-
CO16 Strategies and
Knowledge shadowing Recitation
CO17 Transfer activity
Framework 9 - 11
CO18
● Transition
CO19 Success and Reaction
Effectiveness Paper
CO20 ● Documents
Readiness
CO21
● Work-
Shadowing Unit Test
● Hand-Offs
● Scale
● Readiness
8
 Assessment
● Identifying Task
Candidates for
Outsourcing
Scale
IT-BPM Operations Article Review- Quiz
Management Operations
CO22 Management
● Six Components
12 - 13 to Combat the
CO23 of IT-BPM
Operations COVID-19 Recitation
CO24 Management Pandemic
● Business
CO25 Process
CO26 Mapping and Reaction
Process
Notation Paper
CO27 Mapping
Activity
Unit Test

Business Continuity Analysis of Quiz

Management Critical
Situation in the
● Critical Situation
IT-BPM
in IT-BPM
CO28 Engagements Industry Recitation
● Critical Situation
CO29
Management 14 - 15
CO30 Methods Critical
● 8D Approach – Situations Group
CO31 Problem Solving Management Activity
/ Issue and Method-
CO32
Changes Demonstration
CO33 ● Managing Activity
Issues and Unit Test
Changes
Simulation
Activity
Project Presentation- 16 – 17 Presentation Final
Project
IT-BPM Business
Continuity Plan
Final Examination
Submission of Revised 18
Project Output

FINAL COURSE OUTPUT:

Project Presentation – Business Continuity Plan

RUBRIC FOR ASSESSMENT:

9
 BCP Contents 60% Fair (1-3) Good (4-7) Excellent (8- Rating
10)

1. Comprehensively assesses all Addresses only Identifies Provides a

physical, reputation, surface-level or some basic comprehensiv
emotional, financial, and obvious risks; risks in each e list of all
facilities risks associated with Addresses only category risks; Clearly
the event or activity some of the understands
categories of the various
risks kinds of
associated
risks

2. Realistically assesses all Over- or under- Gives some Realistically

risks, considering the estimates the pragmatic estimates the
probability of occurrence and probability and/or consideratio probability and
severity of consequences severity of the n to the severity of all
risks identified probability risks identified
and severity
of the risks
identified

3. Comprehensively explores Minimally Brainstorms Thoroughly

and examines actions that can explores options options to considers
be taken to mitigate each risk to mitigate risks; mitigate various
Only explores most of the options to
options for the risks mitigate all
most basic risks risks identified

4. Selects the most appropriate Selects some Selects most Selects

mitigating actions for each inappropriate appropriate appropriate
risk mitigating mitigating mitigating
actions; May actions; actions for
select actions Somewhat each risk,
solely based on considers clearly based
cost or ease of the prior risk on the prior
implementation identification risk
and identification
assessment and
assessment

5. Develops thorough Minimally plans Establishes Develops clear

contingency and crisis for emergency basic plans and thorough
response plans response for managing contingency
emergencies and crisis
response
plans

6. Documents and evaluates the Does not or Documents Thoroughly

efficacy of risk management minimally events and documents
plans for events and activities documents activities, events and
outcomes of with minimal activities;
events and or basic Provides
activities references to evaluation
pre- information
established and
plans suggestions
for future
planning

10
 Presentation 40%

7. Content Many slides All required All required

missing or fewer slides with slides included
slides OR slides relevant with relevant
do not contain information. and correct
relevant information
information with
The topic is supporting
addressed but details.
not discussed or
elaborated on.

8. Presentation/ The slides are Slides are Slides are

Graphics/ not easy to read. attractive. attractive. The
Animations/ Transitions The amount of The text is text is easy to
text is too great easy to read. read. Graphics
for the space More than and effects are
provided. There half of the used
is little use of slides use throughout to
graphics or graphics and enhance the
effects. effects to presentation.
enhance the
presentation.

9. Grammar and Mechanics There are many There are Capitalization

grammar or fewer and
mechanical grammatical punctuation
errors in the errors in the are correct
presentation. presentation. throughout the
presentation.
There are no
grammatical
errors.

10.Presentation Voice/Tone Speaker does not Speakers Speaker

present in a loud present in a presents in a
or clear voice and voice that is loud, clear
reads simply from sometimes voice explains
the presentation. clear but concepts with
explains great clarity.
concepts
with clarity.

Comments: Overall
Rating

_____

OTHER REQUIREMENTS AND ASSESSMENTS:

Aside from the final output, the student will be assessed at other times during the
term by the following:

● Regular Class Attendance

● Activities/Quizzes
11
 ● Active class participation
● Submission of Projects and Assignments
● Midterm and Final Examinations

GRADING SYSTEM:

Term Examinations 30%

Quizzes 20%
Project/Activities 30%
Participation/ Recitation 10%
Attendance/Promptness 10%
TOTAL 100%

Final Grade = Midterm Grade + Tentative Final Grade Period

2

Range Grade
97-100 1.00
94 – 96 1.25
91 – 93 1.50
88 – 90 1.75
85 – 87 2.00
82 – 84 2.25
79 – 81 2.50
76 – 78 2.75
75 3.00
74 and below 5.00

References:

1. Resources provided by IT and Business Process Association of the

Philippines (IBPAP)
2. Harmon, Paul: Business Process Change. A Guide for Business Managers
and BPM and Six Sigma Professionals. 2nd Edition, Morgan Kaufmann, San
Francisco, ISBN-10:0123741521, ISBN-13: 978-01233741523.
3. Sethi, V. and W. R. King. Organizational Transformation through Business
Process Reengineering: Applying the Lessons Learned. New Jersey: Prentice
Hall, 1998.
12
 4. Allweyer, Thomas (2010) BPMN 2.0 – Introduction to the Standard for
Business Process Modeling, Norderstedt: Herstellung und Verlag: Books on
Demand GmbH.
5. Anandkurmar, V. and Biswas, S. (2008) Business Process Outsourcing: Oh!
BPO-Structure and Chaos, Fun and Agony, New Delhi: Response Books.
6. Barros, Oscar (2007) “Business Processes Architecture and Design”,
BTPrends, Newton, MA: BPTrends May 2007.
7. Blokdijk, G. (2008) Outsourcing 100 Success Secrets – 100 Most Asked
Questions: The Missing IT, Business Process, Call Center, HR – Outsourcing
to India, China and more Guide, Newstead QLD: Emero Publishing.
8. Duening, T.N., and Click, R.L. (2012) Essential of Business Process
Outsourcing, Hoboken, NJ: John Wiley & Sons, Inc.
9. Holt, Jon (2009) A Pragmatic Guide to Business Process Modeling, Swindon:
British Informatics Society.
10. Kulkarni, S. (2005) Business Process Outsourcin, Mumbai: Jaico Publishing
House.
11. Martin, J. with Leben, J. Strategic Information Planning Methodologies,
Prentice-Hall, Englewood Cliffs, NJ.
12. Ould, M.A. (1995) Business Processes, John Wiley & Sons, New York.
13. Ould, M.A. (2010) Business Process Management, British Computer Society.
14. Patig, Susanne and Casanova-Brito, Juliana Vanessa (2012) BPM Saftware
and Process Modelling Language in Practice: result from an empirical
investigation, Berlin: Frank & Timme.
15. Silver, Bruce (2011) BPMN Method & Style (2 nd ed.) with BPMN
Implementer’s Guide, Aptos, CA: Cody-Cassidy Press.
16. Sople, V. V. (2009) Business Process Outsourcing: A Supply Chain of
Expertises, PHI Learning Pvt. Ltd.

Online Resources:

1. Wolf, Celia, and Harmon, Paul (2012) “The State of Business Process
Management 2012”, Newton, MA: BPTrends. Available online at:
http://www.bptrends.com/members_surveys/deliver.cfm?report_id=1006&targ
et=2012-_BPT%20SURVEY-3-12-12-CW-PH.pdf&.=surveys_landing.cfm
2. BPO Philippines http://www.youtube.com/watch?v=r7PxFqEZUUY
13
 3. http://www.anao.gov.au/uploads/documents/Business_Continuity_Manageme
nt.pdf
4. Critical Situation “Crit Sit” Management White Paper, by Steve Moore, IBM
Global Services
5. Eight Disciplines (8D) - A Team Approach to Problem Solving by Alvin
Villegas, Lecture organized by ECCI at Bridgestone Precision Molding Phils.,
Inc.
6. http://en.wikipedia.org/wiki/Maximum_Allowable_Outage
7. http://en.wikipedia.org/wiki/Downtime
8. http://www.merriam-webster.com/dictionary/interim
9. http://en.wikipedia.org/wiki/Poka-yoke
10. http://dictionary.reference.com/browse/recurrence
11. Resources from IT and Business Process Association of the Philippines
(IBPAP)

Suggested Readings

1. http://www.nextprocess.com/bpo-solutions/what-is-bpo-examples-categories-
types-benefits/
2. https://biz30.timedoctor.com/business-process-outsourcing-industry/
3. https://www.converga.com.au/resources/a-comprehensive-guide-to-bpo
4. https://www.aseanbriefing.com/news/business-process-outsourcing-
philippines/
5. https://www.flatworldsolutions.com/articles/growth-bpo-industry-
philippines.php

Class Policies:

1. The University rules and regulations will be observed.

2. Each student is expected to be in attendance every class period.
3. Assignment due dates must be adhered to. Each assignment will cover
concepts/principles that will be discussed in the weeks following its assigned
date.
4. All homework assignments are due at the beginning of the class unless
otherwise stated. Late homework assignments will not be accepted.
5. Any form of dishonesty or cheating is not tolerated. While all students are
encouraged to openly discuss and ask questions, the final work to be
submitted must be the student's own.

14
 6. Any form of copying or plagiarizing from past or current students' project code
or report will result in disciplinary action and automatic FAIL grade for an
entire group, or student(s), involved.
7. In case of illness, emergencies, etc., students are required to give excuse
letter signed by the respective guardian. A valid ID must also be presented for
validation of the signature.

Prepared by

MR. EDDINEL B. VALENTINO

Instructor

Evaluated by:

DR. RAQUEL C. ADRIANO

Program/Area Chair

Approved:
DR. MA. MAGDALENA V. GATDULA
Dean

15
Declaration
I have read and understood the above syllabus in full and in participating in this course I agree to
the above rules. I have a clear understanding of the policies and my responsibilities, and I have
discussed everything unclear to me with the instructor.
I will adhere to the academic integrity and policy and I will treat my fellow students and my
teacher with due respect.
I understand that this syllabus can be modified or overruled by announcements of the instructor
in class or on any social media site at any time

PEREZ, ZENINA MICO D. February24,

October 2, 2021
2020
Student’s Printed name Signature Date

PEREZ, EDGAR ANTHONY G. February24,

October 2, 2021
2020
Parent’s Printed name Signature Date

Student’s Copy

-------------------------------------------------------Cut here----------------------------------------------------------

Declaration
I have read and understood the above syllabus in full and in participating in this course I agree to
the above rules. I have a clear understanding of the policies and my responsibilities, and I have
discussed everything unclear to me with the instructor.
I will adhere to the academic integrity and policy and I will treat my fellow students and my
teacher with due respect.

I understand that this syllabus can be modified or overruled by announcements of the instructor
in class or on any social media site at any time

PEREZ, ZENINA MICO D. February 2, 2021

October 24, 2020
Student’s Printed name Signature Date

PEREZ, EDGAR ANTHONY G. February24,

October 2, 2021
2020
Parent’s Printed name Signature Date
Instructor's Copy

16