• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month
  1. 1
  2. 2
  3. 3
  4. 4
  5. 5
  6. 6
  7. 7
  8. 8
  9. 9
  10. 10
  11. 11
  12. 12
  13. 13
  14. 14
  15. 15
  16. 16
  17. 17
  18. 18
  19. 19
  20. 20
  21. 21
  22. 22
  23. 23
  24. 24
  25. 25
  26. 26
  27. 27
  28. 28
  29. 29
  30. 30
  31. 31
  32. 32
  33. 33
  34. 34
  35. 35
  36. 36
  37. 37
  38. 38
  39. 39
  40. 40
  41. 41

Managerial Organization - Project report: Progeon

Extracts from this document...


Managerial Organization PROJECT REPORT PROGEON Presented to Asst. Prof. Sourav Mukherji On September 13th, 2004 By Group No. 12 Peeyush Agarwal (Roll No. 0411112) Abhinav Thakur (Roll No. 0411071) Amit Gandhi (Roll No. 0411074) Sunil Khaitan (Roll No. 0411126) Sarguna Raja (Roll No. 0411119) Mahesh S (Roll No. 0411106) INDIAN INSTITUTE OF MANAGEMENT BANGALORE TABLE OF CONTENTS INTRODUCTION 2 1. SUPERORDINATE GOALS 2 2. STRATEGY 2 3. STRUCTURE 2 4. STAFF 2 5. SKILLS 2 6. STYLE 2 7. SYSTEMS 2 CONCLUSION 2 INTRODUCTION Objective of the project This project will consist of a thorough organizational study of Progeon, the BPO subsidiary of Infosys, on the lines of McKenzie's 7-S framework. The framework would be loosely adhered to and each of the S' will be analyzed along different dimensions. Methodology adopted Phase 1: The first phase of the project involved secondary research on the Indian BPO industry and Progeon in specific. It included information gathering on Progeon, its competitors, current market scenario and potential threats. Phase 2: This phase involved a visit to Progeon to communicate first-hand with the various head of departments and the employees to get a "feel" of the organization and clarify doubts and issues that came up during phase 1. We also benefited from the structured tour of the facility and a one-hour presentation on Progeon, its goals, strategy and future prospects. Business Process Outsourcing Business process outsourcing is defined as the delegation of the ownership, administration and operation of a business process or processes to a third party or to an external service provider. A customer servicing BPO company is typically run with the help of many call centers. Call center It is a functional area within an organization or an outsourced, separate facility that exists solely to answer inbound or place outbound telephone calls. It usually refers to a sophisticated voice operations center that provides a full range of high-volume, inbound or outbound call-handling services, including customer support, operator services, directory assistance, multilingual customer support, credit services, card services, inbound and outbound telemarketing, interactive voice response and web-based services. ...read more.


Progeon also has to deal with a General Environment which doesn't have an impact on its daily operations nevertheless has an indirect impact on it. This includes Government Policies, Labor Laws, Culture of the workforce, General Economics Conditions. Financial Resources and Technological Innovations. Since Progeon works in the International arena, the Policies of the Foreign Countries,, its culture, and trade policies also affect Progeon indirectly. These facets of the environment bring in an inherent complexity in the structure of Progeon which shall be managed to be effective. There is an inherent difficulty in decision making due to lack of information about the lot many sectors affecting it and due to the rapidly changing nature of these forces. We shall discuss some of these factors under various categories. External Environment 1. Complexity of the Environment: Progeon has a complex environment to deal with, as compared to simple environment faced by pure voice handling services. It has to incorporate a large number of technology to perform competitively and due to the large workforce, which is rapidly increasing, and its international operation, has to deal with many kind of cultures. 2. Stability of the Environment: Elements with which Progeon deal with are dynamic in nature that tend to shift abruptly. That is the case with most of the technology driven organizations, more accentuated for Progeon as it is a relatively new organization, the only cases of stable environment being Government Monopolies. The demand of the customers for Progeon is difficult to predict, the technology changes rapidly and there is the inherent instability associated with international operations. The cut throat competition in the BPO arena, esp. with the emergence of South East Asia and China as lucrative alternative destination. Progeon performs in a very dynamic arena. These factors have a marked impact on the structure of Progeon. Progeon operates in a high uncertainty area. This calls for an Organic Structure that is loose, free flowing and adaptive to changes with less rules and regulations as compared to a Manufacturing firm which generally operates in a complex but stable domain. ...read more.


Every process has processes to ensure this. 6. Customer Satisfaction Monitoring System (more details awaited) Customer satisfaction is measured by each client account through the C-SAT survey. Dipstick surveys are also carried to gauge customer satisfaction for use in the performance management system. 7. Training System The smooth functioning of the company is possible only through a comprehensive training and retraining system in place for new recruits and old employees. The measures of doing that range from training programs on induction , upgraded courses on a continual basis ,lunch-n-learn systems and click and learn systems through an elaborate IT system in place for the same. The training focuses on both hard and soft skills with the first year having 400-600hours of training. Progeon has training facilities in Bangalore to impart training about 220 personnel. It follows a "train the trainer" approach, where Progeon personnel would visit the client, understand the processes and then impart training to off-shore personnel. Domain experts are also involved to utilize their industry experience to add to the training process. The training program has a strong orientation towards cultural training with special emphasis on addressing nuances of various geographical regions. The training provided is highly interactive (for example, the FTE's are imparted hands on training through live interactions with client representatives). 8. Information Technology System Progeon boasts of an extensive information technology system, software as well as hardware, largely due to pre-existing systems in Infosys. * Fully secured and networked capacity of 1,000 seats spread over 100,000 sq. ft. * Independent bays for each client, with 24x7 security. * 200% power back-up and redundant data and telecommunications links. * Option to utilize Infosys' offices within Bangalore and facilities in seven other Indian cities, if required. All facilities are interconnected and can be used by Progeon as required. * A dedicated Technology Infrastructure Group (TIG) manages the technology infrastructure requirements for Progeon and its clients. For complex requirements, a full-time resource is provided initially to ensure client satisfaction. * The Technology and e-Solution Group (TeSG) is responsible for internal systems, engagement-specific application development, information security and knowledge management. ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Marked by a teacher

    Sainsbury's organizational structure.

    5 star(s)

    Business would be divided into various functions (e.g. finance, marketing, production etc.). These would then have a hierarchical ordering of offices (e.g. Finance director, Production manager, Supervisors, operators etc.). Role cultures can only be successful where the environment in which the business is operating remains stable.

  2. Classify the business according to its ownership - McDonalds

    * Fax does the same thing its transmitting speed is fast and saves time. Again if somebody need information about the organisation can contact them through fax if has no access to internet. * Website provides a lot of information about the organisation and in detail with pictures and graphs make easier for you to understand.

  1. Assess the view that bureaucracy is the most efficient form of organization.

    Within a bureaucratic structure people should occupy positions because of their performance, and not because of their social standing or personal contacts. Employees are selected and promoted on their qualifications, enabling the most suitable person to be employed for the job.

  2. Case Analysis: Peter Browning and Continental White Cap

    Management will know have outlets close to the employees that they can use to convey the new expectations and commitments. The creation of a job content enhancement program can help create the new environment as well. Giving current employees more of an ownership role over their current functions and getting

  1. BMW Operations Management

    BMW will need to keep modernising their internal operations to keep up with the constant changing in the automobile industry. Streamlining their plants will facilitate the balance between supply and demand while keeping the quality of their product high. Decisions within BMW are now made throughout the organisation, from the factory floor up to the chief executives.

  2. Report: Type of ownership of J-Sainsbury

    The administration department is involved in the day-to-day running of J-Sainsbury's. In order to be well-organised and efficient j-Sainsbury must have effective administration systems. Administration work at J-Sainsbury's will include, dealing with post, emails, replying to all letters and telephone enquiries, keeping records up-to-date and filed, dealing promptly with enquiries,

  1. This report is to investigate Coca Cola Company. On this coursework I will look ...

    located around the world, which are; North America, Africa, Asia, Europe, Eurasia and Middle East and finally Latin America. Each unit is then organised into their own organisational structure. Marketing Organisational Structure The structure of the marketing department is quite simple and is equally spaced out.

  2. The purpose of the coursework is to produce an analytical report on how a ...

    It is another type of appraisal but is done by someone who is in close constant working relationship. This allows a more accurate evaluation to be drawn up as some companies may have one manager in charge of 100 people.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work