The Application Of Management Platform For BPO Data Processing Transactions

In the background of BPO industry’s rapid growth today, data processing that was considered as the widest coverage work type has been always playing a paramount role in this industry. How to run the business efficiently is becoming more and more important to each BPO service vendor.Speaking of BPO data processing, no matter how big the size of vendor is or how well the service level would be, the operations managers always be bothered by the situation of wide business coverage, huge transactions volume, complexity of human resources allocation and etc. At the same time, it’s too difficult for vendors to achieve the targets of task assignment among FTE(Full time employee) and cost saving.To address these issues, we established BPO data processing management platform based on Hungary Algorithm and implemented it. According to the principle of Hungary Algorithm, the platform could allocate different work types to each employee separately each time, and make sure that the overall time all transactions processed would be kept in a minimum value. To fulfill the requirements of Lean management, the shifts management, business analysis, functional management and other aspects have been improved accordingly. The accuracy of the task allocating raised up and the rate of operational accidents declined apparently. On the other side of efficient allocation, the platform could adjust to the changing circumstances and relieve the pressure of the supervisors in work.In the progress of BPO data processing management platform running, the priority settings for risk management would be added into Hungry Algorithm according to the trend of discrepancy in skills inventory and TAT rules. It could launch the priority judging scheme based on TAT completion, especially for the situation when available employees are less than work types. In this condition, it could not fulfill all of the requirements on FTE at a time, then it has to leave aside part of transactions which called Non-urgent transactions based on the status of TAT and reallocate human resources when platform refreshed by supervisors.To address the issue of TAT monitoring, it will compare the result of Hungry Algorithm with TAT metrics of all work types, once it spots that the overall processing time would be beyond the deadline that TAT given, first it will initiate the scheme of cooperation with other function and complete the task allocation by cross-support. If the scheme doesn’t work, the warning would be displayed, and all associated personnel would receive the warning email from the automatic email transmitter, the Business Continual Plan would initiate.The platform we established in MCD center was proved to be reliable and efficient according to a long term running and monitoring conducted by specific teams. For dozens of work types, it could not only work out the way of FTE allocation but also play a key role in risk management.