Implementation Case

ABSTRACT

The author of this special project currently works as a business development officer in a start-up business process outsourcing company located in Quezon City. In a nutshell, the author’s main job is to ensure that the company’s clients are being serviced well and that the service level commitments are being achieved despite the fast-paced and highly demanding nature of the BPO environment.

Hence, this special project shall focus on one of the many responsibilities of the author which is to guarantee the timely, proper and efficient implementation of a new client’s campaign. This responsibility entails proper planning and coordination with the different units within the company: Recruitment Unit, IT & Infrastructure Unit, Workforce & Facilities Unit, and the Operations Unit. To be able to determine and organize the deliverables of each unit for the success of the campaign, the author used the PERT-CPM project implementation framework.

PROJECT SCENARIO

This special project shall assume the following scenario as the premise of the application of the PERT-CPM framework.

• A leading international IT company is looking at outsourcing their customer helpdesk to our center to reduce overhead costs and increase efficiency. A contract has already been signed and a project implementation plan shall be submitted to the client. The client expects that the campaign would be operational within seventy-five (75) days. It is assumed that all requirements for the campaign are already been taken into consideration, the client would want to know if this is feasible.

PERT-CPM IMPLEMENTATION

Step1: Identify the activities of the project

As mentioned in the previous section, all activities involved in the campaign execution come from the four departments within the company. Outlined below are the activities that each unit must undertake in order to successfully implement client requirements and preferences:

HUMAN RESOURCES IT & INFRASTRUCTURE WORKFORCE & FACILITIES OPERATIONS

• Sourcing & scheduling of applicants

• Initial screening & exam of applicants

• Final interviews & selection

• Placement & job offer

• Soft skills and product training • Procurement of work station hardware

• Server configuration

• Connectivity configuration

• Workstation Configuration

• Telephony system configuration

• Capacity