...ROLE DESCRIPTIONS BPO Service Delivery- Techno function & SDM COGNIZANT TECHNOLOGY SOLUTIONS © Cognizant Technology Solutions 1 Process Executive Track: BPO Service Delivery Management Career Stage: Learning/Contributing Location: Offshore Role Title: Process Executive Typical Grade: PE (L1) Reporting to: TL / TM / AOM Position Summary Individuals in this role are responsible for meeting TAT and maintaining accuracy in day-to-day transaction processing in client/Internal applications, process flows. They are expected to transcribe information from a variety of sources into a standardized database system using various applications based on certain pre-defined rules. Key Result Areas Meet /Exceed all defined SLA’s of the process (quality, TAT etc.) as agreed with the client 100% Compliance to process adherence as defined in the SOP Meet internal process metrics as defined Complete all mandatory assessment/ certifications as applicable Adherence to audit compliance Typical Responsibilities Business / Customer Provide updates and submit reports related to own area of work Project/Process Meet process SLAs / metrics – productivity and quality targets within the established timelines Ensure process guidelines are followed and met as documented Process pre-defined number of transactions as assigned Respond to data requests Raise process related issues / concerns on time with process and team leads Record data relating...
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...“Colegio San José de Monterrico” | | | Professional Experience * * Verizon Enterprise Solutions, – (April 2015 to date)Position: Senior Business Analyst.All of the below BA and Data Quality responsibilities.Initiative coordinator.Agile and JIRA coach. * * Verizon Enterprise Solutions, – (January 2014 to April 2015)Position: Business Analyst – Data Quality Management.OS and CPU information standardization.Process' gap analysis. Maintain the CMDB health and data accuracy within the appropriate levels.Work on the synchronization between the Service Delivery Platform tool and other Verizon applications.Responsible for the automation between the Service Delivery Platform tool and Configuration Management Systems such as: SCCM, Puppet, Virtual Center, VM Scope and HPNA.Plus all of the below BA responsibilities. * * * Verizon Enterprise Solutions, – (February 2013 to January 2014)Position: Business Analyst.On time delivery and quality of requirements, reporting and tracking of project delivery.Identify and clarify the desired business outcome, collect documentation and...
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...Research report Job Services Australia: design and implementation lessons for the British context by Dan Finn Department for Work and Pensions Research Report No 752 Job Services Australia: design and implementation lessons for the British context Dan Finn A report of research carried out by the Centre for Economic and Social Inclusion on behalf of the Department for Work and Pensions © Crown copyright 2011. You may re-use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. To view this licence, visit http://www.nationalarchives.gov.uk/doc/open-government-licence/ or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gsi.gov.uk. This document/publication is also available on our website at: http://research.dwp.gov.uk/asd/asd5/rrs-index.asp Any enquiries regarding this document/publication should be sent to us at: Department for Work and Pensions, Commercial Support and Knowledge Management Team, Upper Ground Floor, Steel City House, West Street, Sheffield S1 2GQ First published 2011. ISBN 978 1 84712 986 4 Views expressed in this report are not necessarily those of the Department for Work and Pensions or any other Government Department. Contents iii Contents Acknowledgements ..................................................................................................................................
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...Q1.1 PM/02: The engagement letter of <Client> Provision of Advisory Services to <Client> We set out below the terms of the engagement of your firm to provide advisory services (“the Services”) in connection with the review of the finance function service delivery models for <Client> as discussed at our meeting with Peter Bergerac last week. Any work performed in connection with the engagement before the date of this letter will also be governed by the terms and conditions of this letter. Scope of the work Our scope is to provide independent and objective advice to <Client> management around the service delivery model and options for the following finance functions performed by each in-scope country: Accounts Payable Accounts Receivable General Ledger Treasury Operations We will provide independent evaluations of the alternative service models at hand to <Client> management and suggest which one can benefit them the most in potential cost cutting and improvement in profit margins. We will also provide an in depth analysis of the benefits of the centralization of the Treasury function and its effect on the regional holding companies and their employees. Thus we will be submitting a report to the <Client> management on the feasibility of the proposed centralization. The review of countries and operations covered by this engagement include: Germany France Belgium Corporate (Western Europe Subregion...
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...DEA DESCRIPTION- GAS SERVICE DELIVERY We are providing durable, reliable and affordable to users of gas. Our service delivery would want to make gas readily available to these users for domestic, transport (like some taxi drivers) and commercial activities. This service creates an environment for taxi drivers to switch to gas instead of relying on petrol, hence, bringing change to the transport system. Product concept Concept A We provide the fastest –gas delivery service to your door step. You make the call, we get to you door step in seconds. You are concern about time; we make way for you to focus on your most pressing needs while we focus on providing clean and long lasting gas supply to you for various activities. Our 24/7 guaranteed services (with holiday inclusive) will lead to readily available service to customers, thus, constant supply of gas. We exchange our fully filled gas for your unfilled gas cylinder, so that there’ll be gas always available to use at the workplace, homes and other places. Concept B We provide the fastest –gas delivery service to your door step. You make the call, we get to you door step in seconds. We fill your gas cylinders to the brim and have a long last usage of the gas, all at an affordable price. Taxi drivers using gas are no exceptions. Our 24/7 guaranteed services (with holiday inclusive) will lead to readily available service to customers, thus, constant supply of gas. We exchange our fully filled gas for your unfilled gas...
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...SERVICE DELIVERY AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY (A STUDY OF GUARANTY TRUST BANK PLC AND SKYE BANK PLC) BY ABDULLAHI, RUKAYAT OPEMIPO MATRIC NO: 101003311 A PROJECT SUBMITTED TO THE DISTANCE LEARNING INSTITUTE, UNIVERSITY OF LAGOS, AKOKA IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF THE BARCHELOR DEGREE IN BUSINESS ADMINISTRATION (B.Sc.), BUSINESS ADMINISTARTION OF UNIVERSITY OF LAGOS. DECEMBER, 2015. CERTIFICATION This is to certify that this research project titled “Service Delivery and Customer Satisfaction in the Nigerian Banking Industry” was written by ABDULLAHI, RUKAYAT OPEMIPO with the matriculation number 101003311 under my supervision. -------------------------------------------- --------------------------- MR OLAREWAJU, A.D Date Project Supervisor DEDICATION This research work is dedicated to the Almighty Allah, the Omniscience- the giver of knowledge. To my family. ACKNOWLEDGEMENT In the course of this research work, I am greatly indebted to a host of people who in a way of their moral and intellectual support, have made the success of this project. I cannot but express my gratitude to God Almighty, the giver of wisdom, who has granted me the opportunity, wisdom and knowledge to complete this programme despite many huddles and challenges of life. My special...
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... ‘Spirited Away’ is an anime film by Hayao Miyazaki. ‘Spirited Away’ tell us the story about a young girl who has developed from a weak/vulnerable girl to a much more independent and stronger girl. It is highly entertaining and insightful partly because of the education on Japanese culture, but what I believe makes it more entertaining and insightful is the life lessons within the film. Does culture and gender provide entertaining and insightful material for the audience? I don't believe that the culture and gender title is the only factor that makes the film entertaining. Many of other things within the film make it much more entertaining. In my eyes there isn't much of Japanese culture that gives me interest apart from the buildings and more. The gender stereotype is mostly shown in Chihiro not any other characters which doesn't make it a large factor in the film other although it's put in the main character. Many more different factors of ‘Spirited Away’ make it entertaining and insightful, such as life lessons within the film and how some characters are exaggerated also known as a caricature. Life lessons teach more about what we should know more in general rather than Japanese culture which isn't necessarily important for the majority of us in the future. Hayao Miyazaki has used many different techniques that show us how life lessons are important to understand. How a character is seen and shown is a way of showing how sometimes acting one way can affect people....
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...Spirted away, a japense film by Hayao Mizaki tells the story of a young girl named Chihiro. At the beginning of the film Chihiro and her parents are driving to there new house. Along the way her parents end up getting lost, the car ends up spinning out of control. Then stops at a huge statue in front of a faded building. The statue is symbollic in the film because it marks the beginning of the other world. Being curious as most people would her parents decide to venture into the building as well as the wind which pulls the parents through the tunnel. Hayao creates a sense of mystery through a darkened tunnel. Behind the tunnel is a bunch of buildings all of which abanadoned as well, her parents smell food and not being wise eat it. Chihiro...
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...Research report Service provider strategies for mobile advertising: case studies Alexandra Rehak October 2008 Research from Analysys Mason Fixed Networks and Services Analysys Mason Fixed Networks and Services online market intelligence service MENA telecoms market: strategies and opportunities 2008–2013 Mobile broadband: another substitution threat for fixed operators? Business data services in Europe: market drivers and forecasts 2008–2013 Multi-play services in Western Europe: market sizings and forecasts 2008–2013 Central and Eastern European fixed telecoms: market sizings and forecasts 2008–2014 Pay TV in Western Europe: market sizings and forecasts 2005–2013 Legacy matters: ensuring a soft landing for TDM services Regulatory headaches in the transition to nextgeneration networks Next-generation network architecture: what and when? Success factors for hosted and managed VoIP in Europe Western European fixed telecoms: market sizings and forecasts 2004–13 Wireless broadband forecasts for 2008–2015: HSPA, HSPA+, EV-DO, LTE and WiMAX Mobile social networking: strategies and case studies Strategies for mobile broadband pricing and packaging Mobile proximity payments: scenarios for market development iPhone shows the way for mobile TV Critical ingredients of mobile TV: femtocells and sideloading Mobile media and entertainment in Western Europe: value chains and business models The business case for picocells and femtocells in the enterprise market Femtocells in the consumer...
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...feasible ideas and elimination of those which are deemed unworkable. There are typically 4 activities involved in the screening process, namely, initial screen, customer screen, technical screen and final screen. Before venturing into a home-delivery food business, we need to perform an initial screen which is to evaluate if the service will fit with the existing business. For example, whether the type of food we are serving is feasible for a home delivery. Would the quality of the food be compromised due to the packing and delivery time? These are some of the screening questions that should be considered at the initial screen. We also need to gather feedback from potential customers in order to develop our prototypes. For example, how long would customers be willing to wait for the delivery to arrive before they consider it to be too long? Customers’ preferences can be collected through this customer screen so that we can develop prototypes that meet their expectations. Technical screen is another important screening as it enables us to find out what are the technology and system needed to venture into this new service. The final screen is to evaluate all the different screenings with different weightings and scores to find out if the new service is feasible. (ii) Trott, 2012 states that a valuable contribution can come from market research in the development of innovative products. In performing market research, we need to gather relevant data that will enable us to understand...
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...There are various aspects of the TOWS matrix that can be applied to Mc Donald’s. The major marketing aspects that are covered in the TOWS matrix are the strength, weaknesses, opportunities, threats and cross matching of these analyses to develop strategies that can be used to enhance situations that may be derived from advantages or improve situations that may cause disadvantages. The strengths that are identified are that Mc Donald’s is a fast food franchise company which takes consideration over the nutritional facts and values of the food that they provide for the consumers. Apart from that, another marketing strength that they have is that they have penetrated the fast paced market by providing delivery services. This delivery services can be obtained at any point of the day as it is a 24-hour service. Mc Donald’s also practices Corporate Social Responsibility to aid the Earth and conserve its resources as well as contributing to society. Weaknesses of Mc Donald’s are that they no doubt a fast food company and that the public are aware that this type of food is unhealthy. The freshness of the products may impose a concern as sometimes, the food that is purchased from Mc Donald’s tastes soggy. In the staff aspect, the Mc Donald’s workers are not paid very high whereby this may affect their performances. Opportunities that can be derived for Mc Donald’s is that they are a large chain company who adheres to the rules and regulations of the countries that they have penetrated...
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...Management 8 4v Challenges In Mc Donald 9 Dominos introduction to 4V’s 12 production process 13 Improvement 15 Conclusion 16 Referances Group member list Introduction Production process Four V’s for Processes Four characteristics of demand in particular have a significant effect on how processes need to be managed: * The volume of the products and services produced * The variety of the different products and services produced * The variation in the demand for products and services * The degree of visibility that customers have of the production of products and services. Four V’s of processes in detail. I. Volume Processes with a high volume of output will have a high degree of repeatability. That means the same thing is happening over and over again. Producing biscuits, batteries or even books can be such examples. The implications of this are that high-volume processes have more opportunities to produce products or services at low-unit cost. So, for an example, the volume and standardization of large fast-food restaurant chains such as MacDonald’s or KFC enables them to produce with greater efficiency than a small, local cafeteria or a restaurant. The implications can be even at country levels with regard to their competitiveness. Apparel industry in China, thriving on volumes is one such example. Variety This V is all about diversity. Processes that produce a high variety of products and services must engage in a wide range of...
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...Factors effecting…. Factors Effecting Brand Preferences: A Comparative Study of McDonald’s and KFC Abstract The study was undertaken with an objective to identify factors affecting brand food products about two major food industries i.e. Mc-Donald’s and Kentucky Fried Chicken (KFC). Factors included were taste and quality of product, price of product, delivery of product, availability of product, environment of restaurant, staff of behavior and value for money. A pre design questionnaire was used to collect relevant data about these two food industries. The study found that the product of KFC were relatively better as compared to that of Mc-Donald’s in most of the traits studied especially in Taste and quality of food, price of product, staff behavior, delivery of product, and environment of the restaurant. Key words: Brand Preference, McDonalds, KFC Restaurants are becoming an important part in an industry system, providing services to people away from home in the form of foods. In view of this many forms took place and one break through is fast food restaurants. Factors effecting…. Fast food was a breakthrough from traditional catering method and standards fast food has their own benefits which their consumers perceive. Because of which they patronize their selection. Such benefits were rated on different variables shown in figure below. Perception regarding such benefits may be formed by word of mouth communication, exposure to promotion from restaurants...
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...J. Service Science & Management, 2009, 2: 255-264 doi:10.4236/jssm.2009.24030 Published Online December 2009 (www.SciRP.org/journal/jssm) 255 Service System Decoupling for Mass Customization: A Case Study in Catering Services Jue CHEN1, Yunhong HAO2 1 The tourism school, Zhejiang Gongshang University, Hangzhou, China; 2School of Business Administration, Zhejiang Gongshang University, Hangzhou, China. Email: chenjue8@yahoo.com Received April 17, 2009; revised June 19, 2009; accepted July 28, 2009. ABSTRACT The paper examines the key issues on system decoupling in service operations of mass customization by conducting a case study in catering services. It firstly justifies the effectiveness of applying concept of mass customization into service system decoupling to deal with the operation dilemma and then reveals the nature of decoupling decisions for mass customization purpose after discussions on the importance of modularization and the role of technologies including IT in the decoupling process. Based on these analyses, a Judgment-Matrix-based model on how to make the decoupling decisions in balancing the multiple operation objectives is then proposed and further research directions are finally suggested. Keywords: Mass Customization, System Decoupling, Customer Contact, Modularization 1. Introduction System decoupling is an effective approach to cope with the influences caused by customer contact by dividing the service system into two components: back-stage...
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...Allied Office Products Report to Management Brian Juin Phon Chan Karine Arcand Daniyal Tanveer 5980487 5236461 6024848 Christina Yee Andrea Alamo 5991901 6041222 ADM4345A November 13, 2013 Page 1 of 13 Table of Contents Introduction ......................................................................................................................................................... 3 Corporate/Divisional Strategy ........................................................................................................................ 3 TFC Business Strategy.................................................................................................................................... 3 Brief SWOT Analysis ..................................................................................................................................... 4 Value-chain Analysis ...................................................................................................................................... 4 Key Success Factor ............................................................................................................................................. 4 Management Control Systems ............................................................................................................................ 5 Recommendations .....................................................................................................................................
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