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Workflow management commonly refers to streamlining and automation of
business processes, operations, tasks, and transactions. In a BPO set-up,
however, the term assumes sophisticated dimensions because it lies at the core
of operations. Just as an ACD is central to a voice-based BPO company, a
workflow management system plays a similar role in an organization focussed on
data-based applications.
Workflow-management system plays a critical role in a transaction-based BPO
where agents are sitting in a production line and doing multiple tasks, which
get automated to the next level. The basic workflow management tool queues-up
the workload, allocates it to the idle agents (according to the role
definition), and enables supervisor monitoring.
A more sophisticated tool allows a lot of flexibility in mapping the rules,
defining roles of different agents, and stating the exceptions. The supervisor
can login and check the work randomly or in a pre-defined manner. For instance,
the supervisor may want to check 10 percent of the work of each agent and 25
percent work of a few under-performing agents. For this purpose, the tool
provides the supervisor with a detailed balance sheet of agent performance in
terms of parameters such as the number of jobs executed and how much time was
allocated to each job. This is an important feature in a workflow management
tool as it helps the company to successfully manage service level agreements (SLAs).
Sophisticated versions of the tool also come with features that can escalate
the problem automatically if an agent is not able to address the problem within
a pre-defined time span. A workflow solution incorporates three basic phases.
- Mapping
- Modeling
- Managing
These are some of the tangible benefits that accrue from a workflow
management tool. Increased organizational efficiency
Productivity gains through load balancing (between 40 and
60 percent)Improved customer service with close monitoring
Enhanced process control and reporting
Increased ability to adhere to internal and external
regulationsEnhanced competitive advantage
Technology
Options
A BPO organization engages in multiple processes executing
complex tasks. Therefore, it must deploy production workflow. Production
workflow is a situation where:
- Processes are complex
- Many users interact with the processes
- There is a need for integration with enterprise applications
BUYING TIPS
Needs Assessment: Buying decision, to a large extent, depends on the
business agreement with the client. If the client wants the work completed
in realtime, and not allow the data to reside with the outsourced company,
then it is important to select software that has the ability to integrate
with the applications lying at the client site.
Buying decision will be much more flexibility if the work can be done
offline. Doing the work offline also helps the company save on bandwidth
costs because the data can be downloaded during off-peak hours.
Mapping the Requirements: It is important to determine the possible
transaction loads for near- medium- and long-term periods. It must also be
determined whether the tool can handle those transaction loads.
Flexibility: Mapping is the first stage in the adoption of a workflow
solution. It requires feeding the rules and exceptions of a process
according to client requirements. It also requires determining whether the
processes are likely to change frequently since mapping is entirely
dependent on the SLAs with the customer and has to be flexible enough to
allow frequent changes.
Document Management: It is important to ensure that the software comes
equipped with a document management system, or is at least, compatible with
the leading document management systems in the market.
User Friendliness: Keeping in mind the high turnover rates the industry
has, it is important to have tools that are user friendly and do not require
much training, so that learning curves are reduced.
Scalability: Although hackneyed, scalability is of utmost importance
particularly for a company focussed on outsourced services because the
ability to ramp-up quickly can be decisive when clinching deals. The system
should be scalable enough to work across locations.
Database Compatibility: Determine if the workflow management tool works on
leading platforms and databases.
Integration Expertise: Look out for products that are backed by good local
integrators because mapping the software and integrating it with third-party
applications can be a very complicated exercise. A good integrator will put
in the last 10 percent of the effort sincerely–this can make or mar the
effectiveness of the software.
Web Interface: Find out if the workflow management tool provides Web
interface because integrated media are fast becoming the norm.
TCO: This is a critical consideration in any investment.
MARKET INFORMATION
Some of the dominant players in the international market are
FileNet, Staffware, OpenText, and IBM. However, in India, Newgen and Staffware
are doing well. Staffware has a direct presence in India, while FileNet is
gaining market share by virtue of its international dominance wherein clients
often ask for the same software as they are already using. NewGen has started
making rapid strides in the domestic market of late, because of its lower cost
and better implementation capabilities. As cost arbitrage is high on the agenda
of outsourcers, NewGen seems favorably positioned in the immediate future.
Average cost of workflow management software ranges between $400—1000 per
seat, with additional licensing cost for the server.
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