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Clearly, the data and information infrastructure is a vital part of any BPO relationship. Competitive businesses are data driven, and in many cases a large part of their overall value is derived from the industry and market data they have collected, stored, and analyzed. However, a companys knowledge infrastructure is even more important, because knowledge refers to the practical application of the analyzed data and information. The knowledge infrastructure of the BPO buyer involves several components, some of which are directly affected by the BPO relationship. Knowledge is defined as analyzed and applied information that helps the organization compete and grow. Data and information are generated by raw transactions; knowledge is generated by analysis and reflection on aggregated transactions.
Developing an Internet security policy, BPO buyers should keep the following points in mind:
Limit access. Many security breaches come from within an organization; thus, the fewer people
with access to the inner workings of the system, the better.
Establish granting privileges. A rigorous procedure should be in place for granting and revoking rights of access, and granting privileges should be recorded and made available to both client and BPO partner.
Streamline hardware and software between the two organizations Complex systems are more
open to attack.
Develop a secure password policy. This should include not allowing users to choose simple or
obvious passwords.
Have backup and emergency procedures in place before going live. This should include data
backup, disaster recovery, responding to security breaches, and identifying those actions to be taken in the event of a breach.
Implement an external audit. Security policies should be audited by an external professional organization, which should also be on call if a major breach occurs.
detailed and thorough review of new work procedures ,responsibilities, and expectations. In developing a BPO-related training and support regimen, organizations should also consider:
Developing a clear set of standard operating procedures (SOPs) Training programs that revolve around the SOPs Conducting multiple training sessions:
Train in a group setting. Train while working alongside employees during their
workday.
When answering questions, always refer back to the SOP. Final training should be completed after 60 days (refresher).
Cultural adaptation training to help buyer and vendor employees adapt to one another Language training, including voice and accent modification training, to reduce communication
barriers
Training on laws and customs of the BPO buyer Training on culture and lifestyles of the BPO buyers
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