The Design And Implementation Of A Business Process Outsourcing Automation System

BPO industry has been developed bigger and stronger in the past two decades. More cost saving has never changed to be the most important financial goals for the clients. To achieve this goal, it required significant inputs from many aspects, including effective strategy, appropriate technology and process, re-organization, industry knowledge, strong leadership and wise management and operational ability. The study was focusing on the process technical improvement, and it explored the development and implementation of small BPO automation systems. The needs of automation system development have not been fully aware due to the limitation of people’s acknowledge, technical feasibility, the Support from the management, process characteristics and other aspects of conditions. This paper provided an easy standard of feasibility report for this type of automation projects, and achieved the quantitative results by applying the cost cycle formula.Based on the characteristics of BPO Automation System projects, in the software design aspect, it explored how those theories fit the projects including SASD, OOAD, and CBSD. In the project management aspect,10of the CMMI standard Process Areas-were selected as organizational level of standards. In the Labor Cost Report Auto-Generation System project, based on above theories and the project requirements,7key Process Areas were selected to be implemented including:Requirement Development, Requirement Management, Technical Solution, Project Plan, Project Management and Control, Verification and Validation.The application of Labor Cost report auto-generation system enhanced the process itself and made it stable. When the system was implemented, from the process efficiency perspective, the repeated report production steps becomes automatic, and also saved time of pulling data from different databases and filtering data for different report instances; from the cost saving perspective, the user interface was simple to be understood, so the less experienced resources were capable of the report production or even system maintenance; from the product quality perspective, by well-designed report template, the report data was presented dynamically instead of statically, also, it connected to the SharePoint which shared analysis info. The Labor Cost report auto-generation system was a typical Business Process automation system project provided a useful reference for the other similar projects.