NMIMS Global Access
School for Continuing Education (NGA-SCE)
Course: Managing Business Process Outsourcing
Internal Assignment Applicable for December 2020 Examination

1. The success of Robotic Process Automation in a variety of sectors and industries,
businesses globally are rushing to embrace it. And one among these is the BPO
industry. "If a BPO provider is embracing benefits of RPA or any other transformative
technology, they will have plenty of business whereas those who do not innovate will
lose out and fall behind." Discuss the pros and cons of the contemporary technological

advancement's impact on BPO sector. (10 Marks)

2. A contract provides a framework for terms and conditions of the agreement, roles and
responsibilities of both the parties, risks associated, expectations of the client, etc. To
reach up to the common goal and mutual assent of the contract, the contract
negotiation process is carried out. What are the steps involved in contract negotiation
and the terms which are considered while monitoring the contract?

(10 Marks)

3. XYZ Telecom wanted to structurally reduce the cost of its business operations while
retaining focus on those activities that are core to its brand and growth. as part of this
strategy, XYZ Telecom carried out an assessment of activities in its Finance directorate
with a view to partner with a service provider. the scope of the outsourcing initiative
included various processes within the Finance directorate such as accounts Payable,
accounts Receivable, Procurement, Reporting, Credit Referral, Fraud, Billing and
Commissions, data Management Office, Interconnect and Roaming settlement, Fixed
assets, and Revenue accounting. XYZ Telecom was keen that the relationship with the
chosen service provider should extend beyond mere cost arbitrage. With this view,
three key business objectives were outlined as part of the outsourcing strategy:
 to drive operational efficiency to gain competitive advantage;
 to improve quality of service by allowing greater focus on value-add processes;
 to take decisive action to deliver cost savings and quality within the first year of
partnership.
XYZ Telecom was clear that establishing a partnership relationship with the chosen
service provider was the key to achieve these objectives. Hence, they set in place a
very rigorous approach towards selecting the right partner which consisted of multiple
vendor site visits and stringent capability analysis of the potential outsourcing partners.

NMIMS Global Access
School for Continuing Education (NGA-SCE)
Course: Managing Business Process Outsourcing
Internal Assignment Applicable for December 2020 Examination

a. Why is it essential to build a strategic business partnership model for XYZ Telecom in
view of its outsourcing strategy? (5 Marks)

b. What are the attributes which XYZ Telecom should prioritize while evaluating and
selecting the right strategic partner for their outsourcing objectives?