Operations and Project Management Case Study

Efficient Project Management at TransWorks Information Services Pvt. Ltd., an Indian-based BPO Company

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Abstract:
This is a real life case taken from a service industry; it discusses the real life problem faced by a BPO Company. It focusess on the problems faced by the calling agents and the management as a whole, many a times it so happens that the management perceives a problem in a different angle and the solution eludes them; this causes a lot of frustration on the part of employees and management resulting in mass attrition. The real concern today for any call centre company is its high attrition rate; the basic reason being the discord between the management and the employee. The employees look out for a congenial and empathetic management and shift to the other competing companies when offered a good work environment. This case study throws light on one such aspect where a mass attrition was avoided by the top management by strategic and lateral thinking.

Pedagogical Objectives:

• How a manager dealt with such a challenging project with support of his team of 14 fresh trainees
• How he managed to save the project and bring about some wonderful changes to glide through the difficult times
• How innovation and teamwork can change things for an organisation.

Keywords : Project; Team Work; Innovation; Troubled Times; CHASE MANHATTAN BANK USA; CRM; TransWorks Information Services Pvt. Ltd; Management; Manager; Operating Strategies Case Studies; BPO; Services

Contents:

• The Project Goes Live
• The Real Problem
• Implementation and Results