Previous

Page - 5

The operational challenges listed above need to be viewed from an integrated perspective. They are interlinked and their success or failure is interdependent. For instance a poor recruitment strategy or a high attrition rate would adversely affect the project management.

In this paper we examine each of these factors and then give recommendations for overcoming some of the challenges.

Infrastructure Management

The essential infrastructure required for a BPO/ITES organization includes office space, telecommunication infrastructure and supporting infrastructure like transportation (taxis, buses), power supply, furniture etc.

While telecommunication networks are state of the art, getting a connection still takes up to three months! Unreliable power supply is forcing units to create their own back-ups. Roads are bad and airports are in dire need of repairs and upgrades. This poor infrastructure has become a growing concern for the industry. The government is taking positive steps to support the industry, but if the supporting infrastructure does not grow at the same rate as the growth of the industry it might spell trouble for the industry very soon.

Next

* Contributed by -
Ankur Pawa & Nishant Choudhary,
Indian Institute of Management,
Lucknow.