NMIMS ASSIGNMENT SOLUTION JUNE 2023
Prof.Dr.N.Palaniappan.,MBA.,MCom.,MPhil.,PhD.
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Business Communication
1. Mr. James Steven is the Sr Manager in an established IT company. He works with a core team of 20 and at most times communicated through written verbal communication. He intends to sound persuasive while he communicates with his team and he wants them to feel equal at all times. Which are the steps of writing messages that he should keep in mind while drafting messages to be sent to his team. Define strategies of writing persuasive messages?
2. Define what is a Report and a Proposal. Define the sections of report writing explain each in detail.
3. a. As a consultant, explain four steps to develop a strong brand for Man Machin. How can social media impact communication in business? What are the strategies for Business Communication through Social Network?
b. You are planning to switch your job and are in the process of applying to another company. What is a job market? What are the points of an organization and job opportunity will you consider while in the process of applying for the job?
NMIMS Assignment Solution June 2023
Business Law
1. Free Consent is an important essential element of a valid contract. Explain what is Free Consent and the instances under which Free Consent in an agreement would be affected. Please provide examples for each of such instance.
2. Please highlight two (2) instances where the courts in India have intervened to protect environment or prevent degradation/pollution of environment. Kindly note that the instances should be real life cases.
3. Gaurav is a new joinee in an organization and he has certain queries with respect to employee related laws. He has been directed to reach out to you with the queries. Kindly advise him:
a. As the organization deducts Provident Fund from the salary, can you please explain applicability of the schemes under Provident Fund and how is the calculation and apportionment of the Provident Fund done against various schemes?
b. Who is entitled for Gratuity and how is the payout of gratuity calculated?
NMIMS Assignment Solution June 2023
Operations Management
1) As a business owner, one of the most critical decisions you will make is choosing a location for your business setup. What are the various decision criteria for deciding a location for a business setup, and how do they apply to setting up an electric vehicle charging station? Assume any size for the setup.
2) Explain in detail the various types of plant layout concepts that are available in operations management. Give examples of where each of these types can be employed respectively. Briefly explain a layout applicable for a cloud kitchen
format vis-à-vis a dine-in restaurant, highlighting the good points and bottlenecks, if any.
3) A patisserie brand is planning to open a new mid-sized pastry shop near your locality. Considering their expertise and knowledge in manufacturing and branding their product offerings, they are confident of getting into the new pastry shop operations. You are required to suggest the team on the following points:
a) What strategy would the pastry shop adopt for an Aggregate Operation Plan of resources given a time frame of a year.
b) Discuss the concept of Q and P systems of ordering along with its issues in inventory control for the pastry shop
NMIMS Assignment Solution June 2023
Essentials of HRM
1. ‘Mirage Investments Ltd’ is a wealth management company with multiple locations in India. The top management plans to create a dynamic human resource department for managing employee relations. You have been hired as their HR Business Partner. Explain to the top management, what will be the objectives of your HR department in this organisation. Give some examples in the context of this company.
2. The Luxe Group of premium hotel chain wants to restructure its human resource department. As their HR advisor, explain to the top management the various activities under each new subdivision in the Department. Elaborate them with corporate examples.
3. Shanghai Food Corporation is reviewing its human resource planning. It is analyzing the various sources of the company’s human resource demand forecasting. Keeping this context in mind, answer the following:
a. What are the qualitative methods of HR demand forecasting that are available with the company?
b. Discuss the trend analysis method of quantitative technique in HR demand forecasting.
Strategic Management
1. You are a business person who has access to capital and want to build a global advertising empire. Create a strategic plan to build your business, do you think that acquisitions could be a strategic option? Justify your answer.
2. The Indian Super League is India’s leading soccer league but is struggling with viewership? What could be the reasons for this lack of consumer interest? What strategies would you recommend to the league management if you were its strategy consultant?
3. Inox and PVR recently merged together to create India’s largest theatre groups, the combined entity now has 1500 theatres across the country. This is 20% of the current market size and nearly 50% of the revenue.
a. If you were an owner of a single screen theatre in a city where Inox PVR have multiple screens what strategies would you adopt to compete.
NMIMS Assignment Solution June 2023b. Analyze the state of India’s movie theatre industry and what the industry needs to do to evolve going forward in this highly competitive technology driven media and entertainment industry.
NMIMS Assignment Solution June 2023
Decision Science
Q 1:Bad gums may mean a bad mood. Researchers discovered that 85% of people who have suffered a bad mood had periodontal disease, an inflammation of the gums. Only 29% of healthy people have this disease. Suppose that in a certain community bad moods are quite rare, occurring with only 10% probability. If someone has periodontal disease, what is the probability that he or she will have a bad mood? Note: Draw the tree diagram for the above problem. Handwritten tree diagram is prohibited.
Q 2: Using MS-EXCEL show the Regression model, consider ‘Instagram followers’ as dependent variable and ‘no f post per day’ as an independent variable. Write the interpretation of EXCEL Tables. Write the conclusion on the fitting of your model also.
Q 3A): 1000 light bulbs with a mean life of 120 days are installed in a new factory and their length of life is normally distributed with standard deviation of 20 days.
If it is decided to replace all the bulbs together, what interval should be allowed between replacements if not more than 10% should expire before replacement? (5 Marks)
Note: You are not supposed to use EXCEL or any other software to write this answer.
Q 3B): calculate the average age of migrants for both the categories of gender and write your interpretation.
NMIMS Assignment Solution June 2023
Marketing of Financial Services
Q1) Develop a Public Relations campaign for IRDA to help create awareness about Life Insurance sector and to educate policyholders about their rights.
Q2) Amit Chopra, (age 31 years) works with a pharmaceutical company and has not yet started to invest for his retirement. Amit is married to Neelam (age 28 years) and they have one son aged 2 years. Amit wants you to prepare a plan for him to retire by age 60. (You can make any assumptions to further build up your case.)
Q3) You are a Financial Planner. Your client Prashant Pandey aged 35 years and works with an IT company earning Rs 15 lakhs per year. His wife Priti, aged 32 years, is a homemaker. They have one daughter aged 5 years. The couple requires your help to make some financial decisions. (You can make any assumptions to further build up your case.)
a) Prashant wants to buy a Pure Risk Life Insurance cover of Rs 1.5 crore. He is confused whether he should buy a ULIP or a Term Plan. Recommend the product best suited for his requirement. (5 marks)
b) Prashant and Priti want your help to invest for their daughter’s higher education which they estimate would be required after 15 years.
NMIMS Assignment Solution June 2023
Strategic Cost Management
1) The following information is available for a watch showroom. Calculate the following:
a) Contribution
b) PV Ratio
c) BE Ratio (in no. of units and value)
d) MOS at actual sales of Rs. 6,00,000/-
e) Number of watches to be sold to get a profit of Rs. 20,000/-
Sale Price Per unit (Rs.) 9800
Variable Costs Per unit (Rs.) 4905
Commission (variable) Per unit (Rs.) 500
Rent Per month (Rs.) 100000
Salaries Per Month (Rs.) 120000
2) A Factory produces 3 types of shoes. While producing, for switching over from one type to another, there is a shift-over process involved. Costs incurred are as follows:
Shift-over costs Rs. 50,000
Factory Overheads Rs. 1,00,000/-
Packing costs Rs. 20,000/-
Engineering Costs Rs. 30,000/-
Supervisor Costs Rs. 10,000/-
Quantity produced A- 1000, B – 2000, C- 4000
Allocate the costs to the 3 shoes (A, B and C) using Traditional Costing method and Activity Based Costing. Some other information of the 3 products is as under:
Compare the results and discuss.
3) a) Prepare a Cash Budget with following information.
b) A firm faces a decision about replacement of a machine. Following is the information available:
1. Depreciation of existing machine is Rs. 25000/- p.a.
2. A new machine is available at Rs. 45000/- that is much more efficient in production.
3. Increase in power cost due to the new machine is Rs. 5000/- p.a.
4. Rent of the factory building is Rs. 60000/- p.a.
5. Scrap Value of the old machine is Rs. 4000/Identify which of the above information is relevant and which is not relevant for taking the decision whether to continue with the existing machine or use new one.
NMIMS Assignment Solution June 2023
Taxation- Direct and Indirect
Q1. Mr. X sold a residential house property in June 2022 for a sale consideration of ₹75,00,000. The property was purchased by him in May 2010 for ₹35,00,000. He incurred ₹1,50,000 on stamp duty, registration and legal expenses related to the sale. Compute the long-term capital gains, tax liability and the amount of investment to be made in specified bonds to claim exemption under Section 54EC of the Income Tax Act, 1961.
Q2. "How do Double Taxation Avoidance Agreements (DTAAs) work in international taxation and what are the key provisions of such agreements? Critically evaluate the effectiveness of DTAAs in eliminating double taxation and promoting cross-border investments."
Q3. A) Mr. X owns a house property in Mumbai. The details of the property are as follows:
The property is let out for residential purposes.
The annual rent received from the property is ₹3,00,000.
Municipal taxes paid during the year amounted to ₹20,000.
The interest on loan taken for the property was ₹1,80,000.
Compute the income from house property for Mr. X for the Assessment Year 2022-23.
Q3. B) Mr. A, a resident individual, gifted a residential house property to his wife, Mrs. B, who is also a resident individual. The property generates an annual rent of ₹6,00,000. Mr. A has no other income, while Mrs. B has an income from her profession of ₹5,00,000. Compute the total taxable income of Mr. A and Mrs. B for the Assessment Year 2022-23, considering the clubbing provisions of income.
NMIMS Assignment Solution June 2023
Capital Market and Portfolio Management
1. Suppose you have Rs. 100000/- & interested to invest in financial assets. Which factors you should keep in mind while investing in financial assets?
2. Suppose there are two stocks in the market, namely stock A & stock B. whichever stock will give maximum return investor will invest in that stock. For this purpose, investor needs to measure the return from the asset. What is the different measuring return?
3. a. Mr. A wants to buy some stocks, but he is confused because he doesn’t know how to measure the risk. He wants your suggestion for risk measurement, please suggest.
3. b. If you are planning to invest in mutual fund so you must know the risk involved in it. Highlight three to four risk that everyone needs to know.
NMIMS Assignment Solution June 2023
Cost & Management Accounting
Question 1:
Office Products Ltd provides the Sales and the cost data for 60,000 units as given below. At full capacity the plant can produce 100,000 units
Sales
Costs:
Variable:
Rs. 12,00,000
Material Rs. 2,40,000
Labour Rs. 3,60,000
Overheads Rs. 1,80,000
Fixed Cost Rs. 3,20,000
Total Rs.11,00,000
PROFIT Rs. 1,00,000
Prepare the Income statement under marginal costing for production at 80,000 units.
Question 2:
Nikson Ltd provides the following information relating to the activities of a production department for the month of January 2023
Material Used Rs. 72,000
Direct wages Rs. 60,000
Machine hours 20,000 hours
Labour hours 24,000 hours
Overhead chargeable to the department Rs. 48,000
The relevant data for carrying out one order in the month of February is given below:
Material used Rs. 4,000
Direct Wages Rs. 3,300
Machine hours 1,200 hours
Labour hours 1,650 hours
Using the rates of the month of January, prepare a comprehensive statement of cost for this order by using the following absorption of overheads
1) Direct labour hours
2) Percentage of direct wages
3) Machine hour rate
Question 3a
Samsung Ltd. are the manufacturers of Television. The following are the details of a Product during the year 2022.
Ordering Cost Rs.50 per order
Inventory carrying cost 10% per annum
Cost of Product A is Rs. 500 per unit
Annual consumption of Product A is 5000 units.
Compute the Economic order quantity. What if the inventory maintained by the company is 200 units?
Question 3 (b)
New Corp Ltd. incurs fixed costs of Rs. 5,00,000 per annum. The company produces a single product with annual sales budgeted to be 70,000 units at a sales price of Rs.300 per unit. Variable costs are Rs.280 per unit.
You are required to determine the breakeven point and explain the significance of breakeven point.
Sales Management
1) FMCG companies like Unilever and Procter& Gamble salespeople are known to be given aggressive sales quotas and targets. Sales quota and target setting has 4 methodologies namely sales volume target/quota, activity target/ quota, profit target/quota and expenses/target quota. From your understanding of the FMCG market, what kind of methodology would be used by you to set targets for the sales team and why? Explain in detail.
2) Sales forecasting is one of the most important tools for any large organizations to meet its revenue estimates. Popular forecasting tools are jury of executive opinion, poll of sales force opinion, projection of past sales, time series analysis and exponential smoothing. What method would you recommend for a startup organization and why?
3) HCL is an Indian multinational with its headquarters based in Delhi. It has total revenue of $11Billion with net income of $2.8 Billion across all its business units which has both information technology services and products.
Based on the success of its local laptop brands in the Indian marketplace, HCL would like to enter the high-end laptop/notebook segments by distributing Dell products.
NMIMS Assignment Solution June 2023Laptops/notebooks as a product category fall in both the B2B (Business to Business) as well as B2C (Business to consumer) segments.
As the Vice President Sales for HCL-Dell laptops, you are required to come out with a sales management strategy covering sales methodology and budgeting:
a) Out of the 5 theories of buying namely AIDAS, Buying Formula theory, Behavioral equation theory SPIN and Right set of circumstances theory, which would be used by you to build a sales methodology for HCL-Dell laptops? Please justify your choice of methodology
b) Out of the top down and bottom-up methodology for setting budgets which of them would be used by you for HCL -Dell laptops and why?
NMIMS Assignment Solution June 2023
Entrepreneurship and Venture Capital Management
1. Write a business plan (executive summary) of your own entrepreneurial idea also suggest and explain what kind of financing would you prefer for the same and why?
2. Explain in detail business canvas model for a business idea of your own.
3. Legacy bakers want to expand their business, due to competition and much healthier options available in the market which is kind of becoming a replacement to their products. Legacy bakers are finding it difficult to take effective measures to sustain their business among competitors.
a) What kind of innovation they should select so that they can be one of the most chosen brands of all others?
b) Do you think they can expand their business by using the franchise model?
What will be your advice to them?
NMIMS Assignment Solution June 2023
Corporate Finance
1. Compute the NPV and IRR for project whose initial cost is 30,000 and cash inflows are 14000, 8200, 12000, 15000, 22000. Discount Rate is 10%. Cost of Capital if borrowed is 15%.
Show value of NPV at IRR as discount factor.
Based on the above calculations, should the project be considered?
2. Calculate the Cash Cycle using the following information. (Assume 360 days in a year).
Costs Incurred during the year
30% of sales are on credit and 80% of purchases are on credit
3. a. In the following balance sheet calculate the Current Ratio and the Acid Test Ratio
3. b. Sanghvi & Sons P.Ltd. is a private limited company with almost 80% shareholding with the Sanghvi family. It has now a requirement of Rs. 400 crores for a project to be undertaken. Currently it has a debt-equity ratio of about 1.5:1. The management of the company feels that a ratio of up to 2:1 is acceptable. Discuss whether the company should fund its requirements by Debt or Equity and various considerations for the same.
NMIMS Assignment Solution June 2023 Services Marketing
1. You stay in an urban set up and in your city, health services for senior citizens are extremely unreliable. How will you plan your service offering? What are the challenges you will face while creating your service offering?
2. You are an entrepreneur who wishes to a cloud kitchen. How will you differentiate your offerings vis a vis your competitors? You are offering your services at a higher price point. How would plan your service offering?
3. Rajat wants to start a ‘C2C’ (customer to customer) model of food service. He has done his research. Rajat realized there is a need to have an option for customers to order it from home makers or families who would be interested in selling their cooked food to others. They are facing two challenges. First, registering new service providers and second, building a loyal customer base. a. How will you build a service brand?
b. How will you advertise your services?
NMIMS Assignment Solution June 2023
Market Research
Q1) Apple is facing a challenge that the latest versions of iPhone launched are not engaging enough for consumers. Consumers feel lack of innovation in the products. Using techniques of new product development elaborate on the steps that Apple must follow in the research and development to add innovative features in upcoming version.
Q2) As a market analyst at AC Neilson, you have been assigned a client from eCommerce industry. The client faces continuous issues in decline in sale. Which methods of data collection would be appropriate for identifying the issues related with decline in sales? Justify along with sample size. Develop a market research process to understand the reasons for the same.
Q3) ChatGPT is the new AI agent, people are looking at. Several business organizations are trying to incorporate ChatGPT in their work. You have to conduct a research for Microsoft to resolve two business problems-
i) What are the reasons for people to use ChatGPT
ii) What are preventive measures for fighting the competition from Bard? Answer them using following: a. Choose the appropriate research methodology for conducting the research that would answer the mentioned business problem. Elaborate the same along with justification.
b. You would choose appropriate sample for conducting research. Enlist the characteristics of the respondents, type of sampling employed and the research type with proper justification.
NMIMS Assignment Solution June 2023 Digital Marketing
A small business owner is trying to decide how to allocate their marketing budget for the coming year for M/s Fresh Blossom. The company deals with selling flowers to the final customers. They have 50+ retail stores in major cities. The company specializes in imported flowers.
They have historically relied on traditional marketing methods, such as print ads in local newspapers and flyers distributed in the community. However, they've been hearing a lot about the benefits of digital marketing, and are considering shifting some of their marketing budgets to digital channels.
1. The owner wants to understand the interaction points of the Marketing and Consumer Funnel stages so that he can take appropriate decisions for the organization.
2. Explain 6S Digital Marketing Implementation Strategy for Fresh Blossom.
3. a. What are some of the key differences between traditional and digital marketing, and how might these differences impact the small business owner's decision?
b. What are the various social media platforms that you will use to promote Fresh Bloom? Explain the same with reasons.
NMIMS Assignment Solution June 2023
Digital Payments
Q1. Explain with example working of virtual currency? How should security be ensured in virtual currency? Do you think Virtual currencies will take over real paper money in future? Support your answer with reasons.
Q2. What all processes are included in payment services? List at least 4 different payment system gateway providers and explain working of any one of gateway provider in detail.
Q3. Imagine you own a small business that sells products online. Your customers often abandon their shopping carts because the checkout process is too complicated.
a. What all can you do to solve this problem? How can you use a digital wallet to simplify the payment process and reduce cart abandonment rates?
b. Describe the features of a digital wallet that would be most beneficial to your business and how you would integrate it into your website or mobile app.
NMIMS Assignment Solution June 2023
World Class Operations
1) You are the Quality Control Manager of an automobile manufacturer implementing Taguchi’s idea. In this context explain Taguchi’s Loss Function.
2) Quality is one of the parameters for companies to become world class. Examples can be cited of Ikea, Apple etc. In this respect briefly narrate the factors that affect quality of products manufactured by companies like Ikea, Apple etc.
3)
A) Assuming that you are the Operations Manager of an automobile manufacturer, implementing Fault Tree Analysis. Briefly explain the steps involved in the implementation. (5 Marks)
B) With reference to you being an Operations Manager implementing Fault Tree Analysis, explain how is it differ from FMECA?
NMIMS Assignment Solution June 2023
Research Methodology
1. Identify a relevant business problem, gather support from literature to identify research gap. Now, develop a research proposal based on the research gap.
2. What is meant by a dependent variable? Identify the one from the following theoretical model. State any six hypotheses from this model. Identify the mediating and moderating variable.
3. Nykaa is an Indian e-commerce platform that specializes in beauty and wellness products. Founded in 2012 by Falguni Nayar, a former investment banker, the company has become one of the largest players in the Indian beauty industry. In 2018, Nykaa launched its own private label line of products, which included makeup, skincare, and haircare. The company's decision to enter the private label
space was driven by the desire to provide customers with high-quality products at affordable prices. The move paid off, as Nykaa's private label products became a hit with customers. By 2020, the company had over 2.5 million customers, and its private label products accounted for more than 30% of its revenue. In addition to its e-commerce platform, Nykaa has also established a strong offline presence. The company has over 80 brick-and-mortar stores across India, including in major cities such as Mumbai, Delhi, and Bangalore. The stores are designed to provide customers with a seamless shopping experience, with a range of products and services on offer, including makeovers, hair and skincare consultations, and product demonstrations. Nykaa has also been quick to embrace the latest trends in the beauty industry. In 2020, the company launched an augmented reality feature on its mobile app, which allows customers to try on makeup virtually before making a purchase. Despite the challenges posed by the COVID-19 pandemic, Nykaa has continued to grow. In 2020, the company raised $13.6 million in funding from a group of investors, including Stead view Capital and Singapore's sovereign wealth fund GIC. The funds were used to support the company's growth plans, which include expanding its product range and further strengthening its offline presence. Overall, Nykaa's success can be attributed to its focus on providing high-quality products at affordable prices, its strong offline presence, and its willingness to embrace the latest trends and technologies in the beauty industry. Nykaa wants to expand in food delivery. You have to conduct research for Nykaa.
a. Develop a questionnaire to survey the consumer and collect their response on what factors might be responsible for consumer’s interest in online food buying.
b. Assume you have to conduct an interview. Who will be ideal respondent for the interview? How will you approach them?
NMIMS Assignment Solution June 2023
Business Ethics Governance & Risk
1. What is the ethical principle that underpins risk management concept and how does a listed company’s board manage enterprise risk? Explain with the help of an example from the annual report of any ONE listed co (from NSE top 500 companies by market capitalization) the key initiative taken by the selected company in FY2021-22 to manage ONE financial risk and ONE non-financial risk.
2. From the Sustainability Report (FY2021-22 or 2022-23) OR Business Responsibility & Sustainability Report (FY2021-22 or 2022-23 Annual report) of any one listed company from across the globe, select any ONE Carbon Emission reduction initiative adopted and practiced by the company. Explain the initiative in your own words and analyse if it is effective/outcome driven or not, if yes provide quantitative proof for the same. (No diagram/graphic or table required).
3. a. ‘Professionals such as doctors, accountants and lawyers have a charter/framework of code of conduct, duties and obligations that other people do not.’ Why is that so? Present your point of view with its supporting arguments/reasons. (Two points of view/reasons with explanation is good enough)
3. b. Choose any one ethical principle from the below list and with the help of a day-to-day work place process or practice showcase how your company/ any company delivers/ does not deliver on the chosen ethical principle. List of ethical principles: Transparency, Fairness, Responsiveness, Dignity.
NMIMS Assignment Solution June 2023
Managing Business Process Outsourcing
1. Too often, once a project is completed, management attention goes elsewhere and things revert to the way they were. Often the anticipated benefits are not realized or even audited to see if the goals were reached. If there were benefits, they are often not applied throughout the organization. Many pitfalls can happen when process improvement is attempted one process at a time. It is difficult to tell which processes contribute the most to achieving the business objectives or which process is the critical process to improve. Can business process portfolio management help in such situations and how?
2. India has been a preferred destination for outsourcing industry, thereby providing a boost to the economic growth of India in the last two decades. Companies from across the globe look up to the Indian BPO industry for reliable service for their business requirements. It has contributed to the service sector development as well as infrastructure improvements in non-metro location in India.
The BPO industry, despite its impressive growth and global advantage, is facing several challenges and risks. These risks have a potential to slow down the Indian growth story. The cost advantage has been reducing due to increase in wage parity and other global destinations such as China, Philippines, Malaysia, Brazil etc. growing in reputation as low cost service delivery. BPO industry in India also faces, challenges with the high attrition rates, increasing use of Artificial Intelligence, process automation technologies, volatility of the Indian currency and global economic slowdown. The Indian BPO industry must mitigate the risks and challenges in order to realize its true potential.
In view of the current scenario, categorize the above risks into the people risks, technology risk and process risks. What would be your suggestions to mitigate the risks facing Indian BPOs.
3. AL-RIFAT Call Center, a leading healthcare BPO company based out of Gulf approached HumaraBPO with a requirement to improve their BPO process. The customer's BPO division handles over a million customer calls every month, but their customer satisfaction levels were plummeting downwards. Even their CSAT was as low as 47%. Since the customer was a part of the healthcare industry, it was unacceptable for the company to find a low level of satisfaction from their customers. HumaraBPO's role was to nail down the causes for the low CSAT levels and then to provide a customized BPO solution that would help the company's performance to soar.
At the onset of the project, the BPO team at HumaraBPO decided to dissect the problem and get to the root cause. Through a detailed analysis, they identified some of the critical issues in the process that were affecting the customer's BPO's performance. The following were the requirements of the customer:
There was a linguistic and cultural mismatch between the BPO's personnel and the client's customers. The client's customer base was native Arabs while the BPO employees of the customer (5 male agents and 5 female agents) were not native Arabic speakers. This language barrier made it difficult for the employees to effectively address the culture-specific requirements of the customers
There was a critical need to align the BPO support team with the standard
processes that govern BPO functioning. The BPO team also required intensive training in BPO platform management
The BPO's turnaround time lagged over a period of 7 days in contacting their
customers after discharge
The support BPO team worked only 5 days a week (Monday to Friday) and only
between 9 am to 5 pm. This posed a serious limitation for the customers who wanted to contact our client
The customers wanted to make sure that they were talking to an Arab agent and
would ask the BPO employees for their last name
Female patients of our client would submit contact numbers of the male members
of their family instead of their own
The customer reach percentage was less than 2%
After identifying the unique problems that were affecting our client's BPO, they deployed one their best teams to implement a customized BPO platform. HumaraBPO's skilled BPO team refurbished the entire BPO process of the customer by adopting the following measures:
1. BPO Service Timings: they increased the support time span by a period of 4 hours. Next, they made the support center available from 7 AM to 7 PM. To match the working week of UAE, they decided to change the work days of the BPO to Sunday to Thursday instead of Monday to Friday. Multiple shifts was also introduced to meet the time demand with WFM.
2. Local BPO Agents: they hired a team of native speaking Arabs to eliminate the cultural gaps.
3. Support Infrastructure: they enhanced the infrastructure for the customer's BPO center and included best-of-breed voice, email and internet facilities. This helped in substantially reducing the turnaround time of the BPO team.
4. Value Added Support Services: they also offered a host of value added services, such as the following: they extended the 24 hour call support for excess processing requirements during
peak hours
The BPO agents were given customized 'Last Names' to suit the caller's country
The DID number was masked based on the caller's country
The BPO agents were given 20% hand-outs
Culture specific provisions were specially created to record rebuttals from the
objections raised by the male family members of female patients
The BPO process of the customer was continuously improvised and enhanced
based on Lean and Six Sigma methods
The database of the customer was always kept up-to-date
The BPO application was rectified periodically
Within a short time span of just 2 months, they were able to present the following results to our customer. From an unsatisfactory 47% the CSAT galloped to a whopping 85% - 87%.
The turnaround time was improved by 24%.
a. What were the cultural challenges faced by AL-RIFAT call center and how were these specific cultural challenges met by AL-RIFAT call center. (5 Marks)
b. What are the advantages of outsourcing call center operations of a hospital to a BPO like AL-RIFAT call center?
