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Managing Business Process Outsourcing
Jun 2025 Examination
PLEASE NOTE: This assignment is application based, you have to apply what you have learnt in this subject into real life scenario. You will find most of the information through internet search and the remaining from your common sense. None of the answers appear directly in the textbook chapters but are based on the content in the chapter
Q1. Judd Chemicals is an 80-year contract manufacturer of skincare and haircare products in Chicago, USA. The company is struggling to streamline its operations due to fragmented processes across different departments, leading to inefficiencies and difficulty in aligning projects with overall strategy. Jim McNulty, the COO has decided to implement a comprehensive business process portfolio management system to identify, prioritize, and optimize their key processes.
Discuss the role of Business Process Portfolio Management (BPPM) in reducing risks and as well, maximizing decision-making capabilities & business profits at Judd Chemicals. (10 Marks)
Q2 Vandelez is a Multinational Dairy Co-operative headquartered in Canberra, Australia. The company produces millions of tonnes of dairy ingredients and consumer products each year. The Global Supply Planning and Scheduling is its backbone process because it involves planning and transformation of goods to be delivered to the customers. As part of the Supply Planning and Scheduling initiative in Australia, this Co-operative needed to establish and implement new ways of working that will be the starting point for a global standard.
The organization needed to achieve improvements in this process to establish common ways of working through one integrated business planning cycle, common process, one tool (SAP APO), clear roles and responsibilities and improved KPI’s. However, the AS-IS is hard to document due to the complexity of the process, unavailability of a clear end-to-end picture and disconnect between the business units. Mike Leonard, the COO is thinking of inviting a BPM Consulting Firm to produce a complete, accurate and agreed picture of the process that could be used to efficiently improve realizable process improvements, i.e., the AS-IS and TO-BE modelling of the end-to-end process, from demand planning through to production scheduling.
Discuss how Business Process Management (BPM) contributes to operational excellence and profitability in an organization. (10 Marks)
Q3A. Carbonara Group is an Insurance Company based in Palermo, Italy. As of 2024, it is the fourth-largest insurance company in Italy and ranks among the world’s largest insurance companies by net premiums and assets. Like many other firms, Carbonara is facing financial pressure and need to improve cost efficiency to increase competitiveness and profitability.
This is aggravated by Carbonara’s lack of expertise in non-core functions such as Customer Service, IT & Marketing. In the case of core functions such as Policy Admin, Underwriting, etc., the insurance industry is short on talent, due to people leaving the industry, leading to spiralling costs. The CEO feels that the easiest way to reduce costs is by outsourcing insurance services.
The CEO asked Turi Guiliano, the COO to prepare a briefing document, detailing the (Top 5) Reasons for Outsourcing by Carbonara. (5 Marks)
Q3B. After an exhaustive search and due diligence process, the Carbonara Group has identified MajorDomo, the third-largest Insurance BPO firm in India as their BPO Partner. Who are the Stakeholders in this case? Why is Stakeholder Management important in a BPO engagement and what is its impact on business success. (5 Marks)
Dear Students,
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