Universidad de Zamboanga - Ipil

School of Business and Management

Business Administration Department
SYLLABUS in FUNDAMENTALS OF BPO 101

Course Title : ELECTIVE 3

Course Credit : 3
Descriptive Title : FUNDAMENTAL OF BPO 101
Prerequisite Subject/s : None
Semester/School Year : 2nd Semester, A.Y. 2018-2019
Curricular Year : 3RD Year
Degree : BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

Program Educational Outcomes (Business Administration program):

Upon completion of the BSBA program, students should:

1. Work effectively and independently in multi-disciplinary and multi-cultural teams.

2. Perform the basic functions of management such as planning, organizing, staffing directing and controlling.
3. Apply the basic concepts that underlie each of the functional areas of business (marketing, finance, human resource management, production and operations management,
information technology and strategic management) and employ these concepts in various business situations.
4. Select the Proper decision making tools critically, analytically and creatively solve problems and drive results.
5. Plan and implement business related activities
6. Apply information and communication technology (ICT) skills as required by the business environment.
7. Demonstrate corporate citizenship and social responsibility.
8. Exercise high personal moral and ethical standards.
9. Analyze the business environment for strategic direction

Course Description: The course provides an introduction to fundamentals of business process outsourcing concepts via an understanding of the techniques for using business practices
and methods to create and improve business process. The foundational study of business processes provide a basis by which performance improvement are identified and implemented
across business organizations. Business process outsourcing is introduced as a natural evolution of business process management. The student is exposed to a set of qualitative and
quantitative topics aimed to enhance process management. The student is exposed to asset of qualitative and quantitative topics aimed to enhance process-oriented thinking, in order to
develop the knowledge and skills thinking necessary to appreciate and implement programs of process reengineering, management, and excellence in organization

Course Requirements:
Pre-Mid : Research on the concept of BPO
Midterm : Make a diagram illustrating the business process map using the three tier analytical structure
Pre-Final : Reaction Paper
Final : Project Report on Outsourcing and Presentation

Grading Criteria:

Pre- mid to Pre-Final Term Final Term

Quizzes …………………………………………….. 30% Project Report .....………………………………50%
Recitation …………………………………………….. 20% Presentation .…………………………………50%
Major Exams …………………………………………….. 50%
Total …………………………………………….. 100% Total …………………………………..100%

Course Outcomes:
At the end of the course, the students should be able to:
a. Understand the concept and importance of BPO
b. Solve problems related to the challenges of BPO
c. Blend theories of BPO in the real situation
d. Understand the future potential in BPO Industry

Course Policy:
a. Attendance: The highly accelerated pace of this course requires students to accept a great deal of responsibility for achieving their own learning outcomes. While in class, students are
expected to actively participate in discussions and groups activities, and not just listen to lecture. Outside class time, students are expected to spend hours of preparation which will
include reading assignments, homework preparations, and research and group meetings.

b. Class Participation: Each learner is expected to actively participate in discussions on the assumption that each brings a wide range of experiences to the learning process active
participation may include asking thoughtful questions, being willing to consider new ideas, helping the class, understand complex ideas, having a cooperative attitude and sense of humor,
and helping others comprehend the material. However, consideration of other students is strongly encouraged to avoid dominating class discussions.

c. Written Assignments: an importance component of this course is the completion of written assignments by the students. All written work is expected to meet college level basic
writing skills. Case studies are the primary method to evaluate students’ progress in this course. Learners are encouraged to apply case materials to their project papers.
d. Presentations: Presentation on assigned case studies and applications papers will be made in this class. Students will be required to prepare written analyses of each assigned case and
will also be required to present in class. Presentations made are to be professional in nature. The presentations should be well organized with the topic thoroughly covered with all Case
study questions answered. Handouts and visual aids are to be professional looking and appropriate for the material to be covered. Presentations should not be exceed the time given by
the faculty.

e. ACADEMIC INTEGRITY POLICY: Every student is responsible to know the standards of conduct and expectations of academic integrity that apply undertakings. Academic dishonesty will
not be tolerated and will result in the maximum penalty as defines in the Student Handbook:
1. Cheating during exams
2. Submitting spurious reports copied from previous materials other than his/her own
3. Copying another students work including assignments and reports
4. Receiving assistance from anyone else with take-home quizzes
5. Plagiarism

Course References:
Textbooks:
a. Rick l. Click Thomas N. Deuning, Business Process Outsourcing
b. JNU, Jaipur, First Edition 2013 PDF book

Internet:
a. https://em,wikipedia.org/wiki/BusinessprocessoutsourcinginthePhilippines
b. https://www.slideshare.net/vk97999/bpo-17109912
Learning Plan

Term Learning Outcomes Content/Topics Teaching Methodologies Assessment Tool

PRE-MID 1. Explain the importance and type
of Service provided by BPO
2. Identify the reasons for adopting
BPO
3. Explain the concept of BPO
4. Understand the future potential
in BPO Industry
5. Explain business outsourcing
OVERVIEW OF BPO INDUSTRY
 BPO Explained, Importance
and Types of Services
 Types of Services Rendered
by BPOs
 Job Profile in BPOs and
other Roles in BPOs
 Key Skills Required for BPOs
 Future Potential in the BPO
Industry
 Challenges and Threats
Facing the BPO Industry
 Cost/Quality Model Resulting
in Outsourcing
 Getting Familiar with Non
Voice/ TP/ Back Office
 Introduction of Regional
Accent and Grammar
Modification
a. Lecture discussion
b. Oral recitation
c. Cooperative learning
d. Brainstorming
e. Think, pair, share
Quiz 1: Overview of BPO Industry (pen and
paper)
Quiz 2: Business Outsourcing(pen and
paper)
Activity 1 Group Presentation on Types of
services rendered by BPOs(rubric on Group
Presentation)
Activity 2. Role Playing of a call centre
scenario (Rubrics on Role Play)
Output: Research on the concept of BPO
(Rubrics on research paper)
Pre-mid Examination

BUSINESS PROCESS OUTSOURCING

 Introduction
 Typical BPO Services
 Outsourcing and Off-shoring
 Sustainability of Global
Demand for BPO Services
 General Trends in Tradability
of Services
 Growth of BPOs Worldwide
 Main Drivers for Growth 8
 Term Learning Outcomes Content/Topics
MID-TERM 1. Define outsourcing and its relation to DEVELOPING BPO
transformation STRATEGIES
 Introduction
2. Compare between sourcing strategy and  Sourcing and How it
specific propositions Relates to
Transformation
3. Explicate component of business case  Business Case
methodology  Introduction to
Nelson Hall’s
4. Enlist the benefits of outsourcing Business Case
Methodology
5. Describe the precautions o be taken BUSINESS PROCESS
before outsourcing MODELLING AND
SIMULATION
6.Identify the advantages of Outsourcing
 Introduction
 Evaluation Criteria of
BPM Tools
 Tools for Business
Process Simulation
 Evaluation Criteria
for BPS Tools
 Comparison of BPS
Tools
Teaching Methodologies
a. lecture discussion and recitation
b. Oral Recitation
c. Cooperative Learning
d. Brainstorming
e. Cooperative learning
Assessment Tool
Quiz 1: Developing BPO Strategies (pen
and paper)
Quiz 2:Business Process Modelling and
simulation (Pen and Paper)
Activity 1: Group Presentation on Business
Case (rubric on Group Presentation)
Activity 2: Group Presentation on Tools of
Business Process Simulation(rubric on
Group Presentation)
Output: :Make a diagram illustrating
the business process map using the
three tier analytical structure
conducting a current state analysis(
Rubrics on how to make a diagram)
Mid- term Examination
 Term Learning Outcomes Content/Topics
PRE-FINAL 1.Elucidate 5W’s of outsourcing OUTSOURCING
 The 5 W’s of Outsourcing.
2. Enlist marketing outsourcing  Benefits of Outsourcing
 Disadvantages of Outsourcing
3. Explain the types of outsourcing  Types of Outsourcing
 Sales Outsourcing: How is it
4. Identify the needs of employee and Done
employee relationship
 Benefits of Sales
5. Explicate he importance of challenges in
Outsourcing
the BPO industry  Marketing Outsourcing
 Marketing Outsourcing as a
6. Explain the challenges in the BPO Business Model
Industry  Different Types of
Marketing Outsourcing
7. Elucidate the importance of selecting  Ten Precautions while
right service provider Outsourcing
Teaching Methodologies
a. lecture discussion and
recitation
b. Class reporting
c. Seatwork
d. Brainstorming
e. Cooperative learning
Assessment Tool
Quiz 1: Outsourcing (Pen and paper)
Quiz 2: Challenges in the BPO Industry
(Pen and paper)
Activity 1: Cooperative learning on the
5W’s Outsourcing
Activity 2 : Video Viewing: Reaction Paper
(Rubrics on Reaction Paper)
Output: Case Analysis on Managing
Challenges and conflict in the BPO
Industry (Rubrics on Case study)
Pre-Final Examination

CHALLENGES IN THE BPO INDUSTRY

 About the Industry

 Causes
 Analysing Causes of Attrition
using a Multilevel Approach
 Recommendation
 The Win-Win Model.
Term Learning Outcomes Content/Topics Teaching Methodologies Assessment Tool
FINAL 1. Examine the scope of BPO industry SCOPE AND NEED OF a. lecture discussion and recitation Output: Project Report on Outsourcing
BPO (specific company) (Rubrics on Project
2. Explain the current and future scenario of  Need of the BPO b. Cooperative learning Report)
BPO Industry
 Scope of BPO c. Seatwork Exit Assessment: Presentation of Project
3. Enlist the three main Rules of BPO  Current Scenario Report(Rubrics on presentation)
 Future Scenario d. Brainstorming
4. Identify the future BPO in various  BPO: Three Rules to
countries Live By. e. Checking of Output
 Future of BPO in
ASSESSMENT PLAN
Terms Assessment Methods Assessment tools Performance Target
PREMID Quiz Pen and paper test Students are expected to gain knowledge on Pre-midterm topics with 75% level of
TERM proficiency.
Activity 1 (topic presentation by groups) Rubric on Topic The BSBA students are expected to perform the task assigned on them with 75% passing.
Presentation by groups
Activity 2 ((Role play) Rubric on Role Play The BSBA students are expected to perform the task assigned on them with 75% passing.
Performance Assessment (Research Rubric on Research Paper The BSBA students are expected to perform the task assigned on them with 75% passing.
Paper)
Pre midterm Pen and Paper test The students are expected to achieve 75% level of proficiency on topics covered for pre-
midterm
MIDTERM Quiz Pen and paper test Students are expected to gain knowledge on midterm topics with 75% level of proficiency
Activity 1 (topic presentation by groups Rubric on Topic The BSBA students are expected to perform the task assigned on them with 75% passing
Presentation by groups
Rubric on Topic Presentation by groups Rubric on Topic Students are expected to gain knowledge on midterm topics with 75% level of proficiency
Presentation by groups
Performance Assessment (Make a Rubric on Sales Making a The BSBA students are expected to achieve 75% proficiency on Making a Diagram.
Diagram) Diagram
Midterm Major Exam Pen and paper test The students are expected to achieve 75% level of proficiency on topics covered for midterm
PREFINAL Quiz Pen and paper test Students are expected to gain knowledge on covered in the pre-final with 75% level of
proficiency
Activity 1 (Case Discussion) Rubric on Oral Recitation The students are expected to achieve 75% level of proficiency on Case Discussion.
Activity 2 (Reaction Paper) Rubric on Reaction Paper The BSBA students are expected to perform the task assigned on them with 75% passing
Performance Assessment Case Analysis Rubric on Case Analysis The BSBA students are expected to achieve 75% proficiency in the validation of Research
on Managing Challenges and conflict in Paper
the BPO Industry
Pre-Final Exam Pen and Paper test The students are expected to achieve 75% level of proficiency on topics covered for pre-final
FINAL Output (Project Report on Outsourcing) Rubric on Project Report The students are expected to achieve 75% level of proficiency on Project Report
Exit Assessment: Presentation of Project Rubric on Individual The BSBA students are expected to achieve 75% proficiency in the validation of Project
Report Presentation Report

Prepared by: Reviewed by: Noted by: Approved by:

CHRISTINE H. LEAL NEMIA B. HULAGNO, MBA MARGIE ROSE B. CUNDIMAN GERALDINE R. TABLATE, ED.D
Instructor Program Chairperson, BSBA &BSA Librarian Staff School Administrator
 PROJECT REPORT

Groups are expected to critically comment on the sales force management & channel management of any one
company. As far as possible the data should be collected via means of interview with the company officials and
survey of dealer and distributors of the respective company. The Project Report should have commentaries on the
following:

1. Sales Management:
a. Sales organization
b. Recruitment & Induction Process
c. Territory allocation process and strategy
d. Reporting structure and systems
e. Compensation Structure
f. System Evaluation
g. Training and Development

2. Channel Management
a. Channel environment
b. Channel Strategy
c. Channel Design and Structure
d. Managing the channel members and conflict
e. Appraisal and evaluation of channel members

In your Project Report please ensure to have the following sections:

1. Disclaimer
2. Introduction
3. Objective of the Study
4. Methodology
5. Description on the Sales and Distribution System of the company
6. Analysis/Critique
7. Recommendation, if any
8. Limitations

Project will be evaluated on the content/coverage, flow, originality, quality of critique and analysis. Groups should
take care that they submit original work.