Socio-Economic Factors and Job Satisfaction of Healthcare Units in Chennai City

Job satisfaction is not only related to various aspects of employees behaviour but also to their socio-economic factors. The relationship between job and life is complex depending on personality factors like job and the socio-economic factors. Hence, it is essential to analyse how socio-economic factors affects the job satisfaction of employees working in Healthcare units of Business Process Outsourcing sector. The present chapter makes an attempt to examine the relationship between the job satisfaction and the employees socio-economic factors such as age, sex, marital status, educational qualification, background of education, salary and experience.

The Speech Act of Apology by Filipino Call Center Agents

The Philippines is a global leader in business process outsourcing (BPO). Many foreign investors view the Philippines as a viable location for their call center operations due to the Filipinos' strength in English proficiency. This study focuses on inbound call center accounts that deal with a variety of call situations, ranging from information requests to difficult calls that require more time to handle, such as complaint calls. Since the goal of any business is customer satisfaction, this research aims to investigate how Filipino call center agents mitigate and reduce the liability and guilt towards customers. Results show that the 90 call center representatives have successfully produced 'perfect apologies' by providing all five strategies posited by Cohen et al. (1986) in most of their complaint calls. However, the sequence is distorted by emphasizing more on offering a repair. This leads to a recommendation that calls center training on apology be emphasized on building personal connections rather than a mechanical response to situations.

FINANCIAL PERFORMANCE OF SELECT SOFTWARE COMPANY IN INDIA –AN ANALYTICAL STUDY

Information Technology in India is an industry consisting of two major components: IT services and business process outsourcing (BPO).[1] The sector has increased its contribution to India's GDP from 1.2% in 1998 to 7.7% in 2017. India's IT Services industry was born in Mumbai in 1967 with the creation of Tata Consultancy Services[7] who in 1977 partnered with Burroughs which began India's export of IT services. Objectives of the study, 1. To analyze the financial performance of selected software companies in terms of liquidity and solvency, positions and to assess the working capital position of selected software companies in India. Methodology of the study, Secondary data is used for the study which is obtained from concerned companies‟ website, NSE website and also from other relevant sites. Ten companies were selected as sample size, on the basis of convenient sampling technique. To analyze the performance of the selected companies, various techniques have been applied, like ratio analysis, mean, standard deviation, coefficient of variation and CAGR Suggestions of the study, The burden of interest has produced a deteriorating effect and reduced the percentage of net profit. It is suggested that a study of productivity and financial efficiency of the software industry of Indian companies. The few companies, which did not follow a definite policy of financing fixed assets, should follow such policy.

Business Process Outsourcing and Firm Performance of Selected Real Estate Firms in Nairobi City County, Kenya

Today’s ever-increasing competitive environment requires firms to seek for better ways to create value. In the organization era, firms continue to face tougher competition in the business environment and business process outsourcing is a critical strategy that improves a firm’s competitive capabilities by delivering value to customers. Business process outsourcing has emerged as a widely adopted strategy among firms in various sectors. The general objective of the study was to establish the effect of business process outsourcing on organizational performance of real estate firms in Nairobi City County. The specific objectives of the study were to determine the effect of Information Technology Outsourcing, Knowledge Process Outsourcing, Administration Support Systems and Project Management Skills Outsourcing on performance of selected real estate firms in Nairobi City County. The study was founded on Transaction Cost Economics, Resource-Based View and Contingency Theory. The population of interest in this study comprised of 245 real estate firms in Nairobi City County registered in accordance with the Estate Agents Act while the respondents of the study comprised of the real estate manager. The study used primary data that was obtained using questionnaires administered to real estate firm managers. Statistical Package for the Social Sciences will be used qualitative and quantitative data analyses. The findings of the study showed that real estate firms in Nairobi City County outsource information technology outsourcing, knowledge process outsourcing, administrative support systems outsourcing and project management skills to a great extent. The study concluded that Information Technology Outsourcing, Knowledge Process Outsourcing, Administration Support Systems and Project Management Skills Outsourcing positively and significantly influence performance of selected real estate firms in Nairobi City County. The study recommended that in order for real estate firms in Nairobi City County to improve their performance, there is need to outsource information communications and technology (ICT) infrastructure such as IT support services, software applications, computer network infrastructure, IT security infrastructure and IT training consultancy. The study also recommended real estate firms to outsource knowledge processes including managing performance and legal obligations, contract management and law, business and market research, building and research as well as research and development.

What’s my Role? Role Perception Issues within a Business Process Outsourcing Software Company.

<p>Business process outsourcing of IT solutions is a common and well embedded practice in many businesses. There has been much research into the aspects of the relationships between businesses and their BPO IT partners that make these relationships successful. Very little research has, however, been undertaken at the lower level of relationships between the specialist professional groups within the BPO IT firms, and how these relationships are affected by the roles each group plays. This paper explores these ideas using qualitative research methods within a current BPO IT firm to expose the key issues. Analysis of these themes is provided, and a model of roles and relationships for the professional groups that operate within such firms is proposed that combines the key attributes of the roles, the key relationships involved and the role each group plays within those relationships. Finally, recommendations are made as to the improvement of current practices to align behaviours with the proposed model.</p>

What’s my Role? Role Perception Issues within a Business Process Outsourcing Software Company.

<p>Business process outsourcing of IT solutions is a common and well embedded practice in many businesses. There has been much research into the aspects of the relationships between businesses and their BPO IT partners that make these relationships successful. Very little research has, however, been undertaken at the lower level of relationships between the specialist professional groups within the BPO IT firms, and how these relationships are affected by the roles each group plays. This paper explores these ideas using qualitative research methods within a current BPO IT firm to expose the key issues. Analysis of these themes is provided, and a model of roles and relationships for the professional groups that operate within such firms is proposed that combines the key attributes of the roles, the key relationships involved and the role each group plays within those relationships. Finally, recommendations are made as to the improvement of current practices to align behaviours with the proposed model.</p>