What Is 4.2 Analysis At The Supply Network Level
4.2 Analysis at the supply network level
The supply network basically looks at the network of other outside operations supplying the operations with all the products and services (inputs) it requires to get its job done. Additionally, it includes all the suppliers, all the competitors and several customers (Slack et al. 2012, p .14). Supply networks are usually very complex and this operations supply network is no different.
Qualfon is in competition with all other BPO businesses and very recently a major BPO business has joined Guyana, adding competition for companies seeking employees with the profile/potential of CSRs. This will prevent Qualfon from sourcing the right fit of employees and the right number to meet CafePress needs and could …show more content…
The company should consider mixing the recruitment pool with older, more mature employees with work experience since their previous job can include some amount of customer service to aid the CSAT rating from customers. Additionally, raising the typing test requirements (to at least 35 WPM and accuracy of 92%) to aid OPH since the opportunity here is speed while screening simultaneously for accuracy to avoid sacrificing the quality of …show more content…
This is a perfect opportunity for Qualfon to document and codify all the core practices to ensure training is always being improved to produce the best CSRs. Once the company is capable of finding the right combination in terms of training technique and material, the company can explore increasing class sizes and even training length of time to decrease cost for new hires and as such cost to clients requiring their BPO
The supply network basically looks at the network of other outside operations supplying the operations with all the products and services (inputs) it requires to get its job done. Additionally, it includes all the suppliers, all the competitors and several customers (Slack et al. 2012, p .14). Supply networks are usually very complex and this operations supply network is no different.
Qualfon is in competition with all other BPO businesses and very recently a major BPO business has joined Guyana, adding competition for companies seeking employees with the profile/potential of CSRs. This will prevent Qualfon from sourcing the right fit of employees and the right number to meet CafePress needs and could …show more content…
The company should consider mixing the recruitment pool with older, more mature employees with work experience since their previous job can include some amount of customer service to aid the CSAT rating from customers. Additionally, raising the typing test requirements (to at least 35 WPM and accuracy of 92%) to aid OPH since the opportunity here is speed while screening simultaneously for accuracy to avoid sacrificing the quality of …show more content…
This is a perfect opportunity for Qualfon to document and codify all the core practices to ensure training is always being improved to produce the best CSRs. Once the company is capable of finding the right combination in terms of training technique and material, the company can explore increasing class sizes and even training length of time to decrease cost for new hires and as such cost to clients requiring their BPO