Group Members: Abdul Waheed (33912) Huzaifa Moiz (29949) Owais (10451) Rahim Uddin (33376) Zahid Khan (27309)
INTRODUCTION Headquartered in Washington D.C. Delivering innovation for over 14 years, IBEX Global offers an integrated suite of services in a wide range of industrial sectors including but not limited to financial, telecommunications, marketing, human resources, retail, energy, travel, automobile, technology, healthcare and insurance industries to support and streamline an expansive array of customer-facing solutions.
Mission Statement: To provide reliable, consistent, & predictable performance. • Vision Statement: To build the Industry's most dynamic team of customer service and marketing associates and deliver cost-effective, high impact customer management strategies to the world's leading organizations.
Policies and Regulations: • Harassment policy: • Sexual Harassment:` • Protection against harassment of women at the workplace Act 2010 • Insubordination: • Confidentiality of Information: • Non-Disclosure Agreement
Goals & Plans: • Geographical Expansion • Establishing Client based Entities • Profit Maximization (Closing of Lesser Profitable Units) • Acquiring of Competitors (PH & Arise Case)
BCG Matrix: • Cash Cows: • Low Market Growth of BPO Industry • Captured the Highest Market Share • Low growth as most of the companies are shifting their BPO business to South American Countries and Bangladesh • More Competitors (Direct & Indirect)
SWOT ANAYLYSIS • Opportunities: • New Line of Businesses • Software Base • Threats: • Strong Check & Balance from client • High Turnover rate • No new idea generation • Closing of other sites • Strengths: • Market Leader (First Mover Advantage) • Highest Market Share • Oldest & Strongest Client base • Weaknesses: • High Turnover rate • Low wage rate • Inefficiency in Strategy Making & Management
Target Market: • BPO Business especially for Telecom & Banking Industry • B2B base of more than 50 persons in the workforce
Organizational Structure: • Hierarchy
Organizational Structure (cont’d) • Hiring / Selection • written test • Sending the interview letter • Short listing/initial screening • The relevant members of the Selection Committee will present their evaluations on the Interview Appraisal Form • Offer Letter will be issued by HR. COMMENCEMENT OF JOB HR will conduct an orientation for the newly inducted employee regarding the policies of the Organization, employee’s rights and benefits, organizational culture and norms. Furthermore, HR will arrange training courses for the employee as and when deemed necessary.
Organizational Structure (cont’d) • Type of structure design • Open Door Policy (Escalation Process) • Grievance Mechanism • Large no. of Extra Curricular Activities • Structure Elements • Chain Of Cammand :Vertical (Top to Bottom) • Centralized and decentralized (Both) • No Bottom to Top Feedback procedure • Benefits for Frontend Bottom line workforce only • Bottom workforce having more privileges than management • Fomalization (High) • Strickly follow their rules.
Organizational Structure (cont’d) • Departmentalization
Organizational Culture • Customer responsive • personality and attitudes • consistent with a high service orientation • people friendly • extensive interview process
Motivation • Employee Motivate via Reinforcement theory. • Rewarding their employee to performce basis • Offering incentive on monthly basis • Providing cash prize (R&R) for top performer on quarter basis on Quality and KPIs • Arranging Sports event and picnics • Arranging tours for top performer on annual basis • Bonus. • In Case of any mistake or not good performce during work, they get • punished.
Leadership: • Autocratic: • The policy and Decision is prepared by the upper Management. • Process documents have already been designed regarding task and queries by management. • Employees must follow the describe process in case of violence corrective action and HR session can be conducted or can result immediate termination. • Only tasked based information is shared with employees. • Rewards are based on good performances. • Incentive can be deducted over bad performance. • Task must perform on give time frame. • Misbehaver or denial any job assigned can result immediate termination.
Controlling: • Standard operating Procedures: • Performance measures: • KPIs: (CPH, FCR, Pre-Sale, Manufacturing Referral (MFR), CSAT Scores, Adherence & • Conformance, QA, Efficiency Index, AHT) • Standards and Quality checks (ISO): • Occupational Safety & Health Check & Drilling (Once in a 6 months period) • Fumigation Activity (Once in a month) • Fraud Activity Check • Compliance Team Check (Once a week)
Conclusion • Customer focus • Task oriented • Learn new things • Employee turnover rate high