The success of an organization is highly dependent on how it attracts recruits, motivates, and retains its workforce. Today’s organization needs to be more flexible so that they are equipped to develop their workforce and enjoy their commitment. Therefore organizations are required to adopt a strategy to improve employees Quality of Work Life to satisfy both the organizational objectives and employee needs. Quality of work life refers to the favorableness or un-favorableness of a job environment for people. It is viewed as an alternative to the control approach of managing people. It is an approach by the management that motivates the work force. The QWL approach considers people as an “asset” to the organization rather than as “costs”. This approach motivates people by satisfying not only their economic needs but also their social and psychological ones. Further, today’s workforce is realizing the importance of relationship and is trying to strike a balance between career and personal lives. Thus the study was carried on the Quality of Work Life at HCL-BPO.HCL- as India’s largest IT conglomerate-is actively involved with the growth of the India ITES industry. As an experienced global software outsourcing enterprise, HCL has extensive and understanding of the critical issues and concerns related to offshore outsourcing.
BPO - INTRODUCTION.
Business Process Outsourcing (BPO) contains the transmission of processes along with the associated operational activities and responsibilities, to a third party with at least a guaranteed equal service level and where the client contains a firm grip over the activities of the vendor for mutual long term success. DIFFERENT TYPES OF SERVICES BEING OFFERED BY BPO’s
BPO is often divided into two categories: Back Office Outsourcing, which includes internal business, functions such as billing or purchasing, and Front Office Outsourcing, which includes customer-related services such as marketing or tech support. BPO that is contracted outside a company’s own country is called Offshore Outsourcing. BPO that is contracted to a company’s neighboring country is called Near shore Outsourcing. Companies generally outsource four types of processes:
1)Processes that link to suppliers (supply chain management) 2)Processes that link with customers (sales, marketing, and customer care) 3)Production processes (R&D, contract manufacturing)
4)Support processes (finance, HR)
BENEFITS OF BPO
1.Productivity Improvements 5. Improved accountability 2.Access to expertise 6. Improved HR 3.Operational cost control 7.Opportunity to focus on core business 4.Cost savings
DISADVANTAGES OF BPO
1. Loss of managerial control, because it is more difficult to manage outside service providers than managing one’s own employees working possibly in the same building. 3. Threat to security and confidentiality. If your company is outsourcing processes like payroll, medical transcriptions or other confidential information, company must be very careful in choosing which process it wants to outsource and to which provider 4. A possible loss of flexibility in reacting to changing business conditions, lack of internal and external customer focus and sharing cost savings. 5. Unfavorable contract lengths, loss of competitive edge.
CHALLENGES FOR A HR PROFESSIONAL IN BPO
•Brand equity: People still consider BPO to be "low brow", thus making it difficult to attract the best talent. •Standard pre-job training: Again, due to the wide variety of the jobs, lack of general clarity on skill sets, etc, there is no standard curriculum, which could be designed and followed. •Benchmarks: There are hardly any benchmarks for compensation and benefits, performance or HR policies. Everyone is charting their own course. COMPANY PROFILE: HCL enterprise is a leading global technology and IT...