The outsourcing business is truly an economic boon for Asian countries and other parts of the world. There are many to mention about this industry that grew powerful over a decade due to the high demand for customer service. Large call center companies began to reap the rewards of their labor due to the continued patronage of their clients around the world.

When it comes to a notable leader in the call center industry, India has been said to have dominated the market. The year 2006 is the rise of globalization for business process outsourcing, with overseas contact centers in Asia, Central and Eastern Europe. Despite the report released by UK reporters, a disturbing side of the Indian call center industry’s lax security of customer data was uncovered. British media managed to uncover criminal networks selling millions of customer data, accessed from Indian call centers. As a result of this, many companies withdrew from the Indian call center industry during the last year. But overall, India is still grappling with this industry.

Let’s take a closer look at India, located at more than 7,000 km (4,350 miles), this country is located on a peninsula in South Asia that juts out into the Indian Ocean. India is bordered to the southwest by the Arabian Sea and to the east and southeast by the Bay of Bengal. With a record population of 936,545,814 estimated in July 1995, with an annual growth rate of 1.8 percent. About 74 percent in rural areas in 1991; high population density: 284 people per square kilometer, national average, the major states more than 700 people per square kilometer; 100 people or less per square kilometer in some border states and island territories. Bombay (officially renamed Mumbai in 1995) the largest city, with 12.6 million in 1991; twenty-three other cities with populations over 1 million. The language spoken is English, including the 1,652 different “mother tongues”.

Meanwhile, the Philippines is an agricultural country that is now receiving recognition in the call center arena. Now, the Philippines is considered to be the main player and competitor of India’s hot list. Foreign investors would say “hello Philippines”, which means that the country is the preferred destination for outsourcing compared to India and other countries such as China, Russia, Malaysia, Mexico, Brazil, Ireland and Canada. The Philippines continues to conquer the world of information technology, such as BPO and call centers. The valuable knowledge of Filipinos in customer service and other valuable resources are among the few reasons the Philippines is outperforming India. Large call center companies occupy the skyscrapers of the main business districts of the Manila metropolitan area and other provinces of the country.

Sophisticated contact center development throughout the Philippines is not possible without strong support from your government. In addition, the advantages of the Philippines IT outsourcing industry as an outsourcing destination include overall quality, low cost, good quality education, good value, growing domain expertise, and increasingly sophisticated performance metrics and management skills. programs. The American invasion is proof of why Filipinos are fluent in the English language. With a literacy rate of 94.9% in 2000, a female literacy rate of 94.8% and a male literacy rate of 95.1% is also a big reason. President Gloria Macapagal-Arroyo had designed programs that will boost the literacy rate of Filipinos with the alliance of different sectors led by the Department of Education (DepEd).

CYBER RUNNER

The Cyber ​​Corridor encompasses technology and learning centers that span across all super regions, from Baguio to Clark, Metro Manila, Cebu, Davao and neighboring areas. This was prioritized on Ms. Arroyo’s agenda in her 2006 and 2007 State of the Nation Address (Sona). In his recent July Sona of this year, he highlighted that the Philippines is among the world’s leading offshoring centers due to cost competitiveness and, more importantly, our highly skilled, proficient management and workforce. English and IT-enabled. The growth of ICT-based services in different regions of the Philippines successfully contributed significantly to the revenue collection of the country.

The Cyber ​​Corridor is an ICT channel that runs for more than 600 miles throughout the country, from the city of Baguio in the north to Zamboanga in the south of the archipelago. Backed by a $ 10 billion high-bandwidth fiber digital network and backbone, the Cyber ​​Corridor will be home to numerous cyber service providers providing expert services in various ICT fields, such as outsourcing. of business processes (BPO), contact centers, animation, medical and legal transcription, software development, e-learning, e-entertainment and games, and other back office operations, among others.

BPO and contact center locators are continually looking for places to establish their business. The growing demand for more practical and viable outsourcing sites outside Metro Manila, Metro Cebu, Clark in Pampanga, Baguio City and Metro Davao, considered mature sites, has stimulated the growth of ICT in the field. Cities like Sta. Rosa, Lipa in Batangas; Legaspi and Naga in Bicol; Tagbilaran, Tacloban, Dumaguete and Bacolod in the Visayas; and Cagayan de Oro in Mindanao currently host some of the top BPO players in the country. What the locators of these places recognize is the availability of quality workforce, redundant telecommunications facilities, solid businesses, and incentive packages from local governments, among others.

WHY INVEST IN THE PHILIPPINES?

According to the Philippine Economic Zone Authority (Peza), the Philippines is fast becoming the preferred haven for foreign investment in the Asia-Pacific region. Your climate investment is more conducive than ever to foreign investors. It has a continuous program of economic and financial reform to be more competitive in the international market. It has gotten rid of excessive government regulations and liberalized all sectors of its economy.

Peza said that the telecommunications, shipping, oil, banking and insurance industries have been deregulated. With a strategic location, the Philippines provides a natural gateway to other economies in Asia and the Pacific. It has flourishing business ties with its Asian neighbors due to shared history, cultures, and tradition. Economic reforms are underway and continue to improve. Businesses are liberalized, promotional and less regulatory, and in tune with global competition. There is full foreign ownership (100%) of the companies, facilitation assistance and simplified investment procedures. A market made up of 76.5 million Filipino consumers.

Peza is a government corporation established through a legislative enactment known as the “Special Economic Zone Act of 1995.” It is an investment promotion agency and a state corporation, attached to the Department of Commerce and Industry (DTI). It offers ready-to-occupy locations to foreign investors who are exporting producers or exporters of IT services in world-class and environmentally friendly IT Economic Zones and Parks / Buildings.

PHILIPPINE VS INDIA

Compared between the Philippines and India in terms of labor, costs and government policies. In terms of manpower, the Philippines produces 380,000 graduates a year. The country has an abundant supply of quality workforce with a large number of knowledge-based, multi-skilled, highly educated, highly skilled, literate English-speaking workforce. Low job rotation (less than 1%), high productivity returns, highly adaptable to model changes and familiar with the needs of quality work. India, on the other hand, produces more than 75,000 IT graduates and 20 English-speaking graduates from lakes annually.

About labor cost:

According to the Department of Labor and Employment (DoLE) Bureau of Labor and Employment Statistics revealed in 2002, employers in non-farm establishments spent a total of PhP460 billion on labor costs, representing a 46 percent increase over to the one incurred in 1998 in PhP315 billion. At least a third of the total cost of labor still corresponds to manufacturing facilities. While India’s labor costs have skyrocketed over the years but have been offset by falling telecom rates. Typical salaries range from $ 5,000 to $ 12,000 for technical staff, while administrative salaries range from $ 3,500 to $ 7,500.

Government policies:

When it comes to political stability, democracy is at its best with true checks and balances in the Executive, Legislative and Judicial branches of government. Freedom of expression is maintained at all times and the Philippine press remains the freest and most open in Asia, if not the world. The Indian government, meanwhile, managed a national minister specifically for IT. The government favors foreign ownership of TI and does not impose export taxes.

With the reports indicated, the call center industry is expected to continue to be the most promising business in the world.

The latest Gallup poll shows that a whopping 53% of employees are not engaged at work and 13% are offline, including some whose actions will negatively affect the company. That leaves only 34% of employees engaged and actively working to bring creativity, productivity and growth to their company. That means we have a lot of work to do if we want our employees and our companies to prosper.

To win customers, and greater market share, companies must first win the hearts and minds of their employees. I spent the last few weeks working with Dr. Andy Koehl, Dr. Carly McCabe and Mary Roddy from Roberts Wesleyan College on a webinar, Excellence: ethics in the workplace. You may be wondering how ethics play a role in business commitment and success. As we worked together on the webinar, we found many links between our backgrounds and how to create an environment where employees feel safe, supported, and creative. All of these elements lead to customer satisfaction and business success. There are books and web articles that document the ethical success stories of companies like Starbucks, Zappos, General Mills, The Gap, Cisco, and others.

How can you be successful as these companies have? One of the first steps is to create a vision of where the company is going. You will have to imagine what the business environment will be like and how you will interact with employees and customers. Next, you will need to reflect on your core values ​​and the core values ​​of your company. Then, create guidelines for ethical behavior and decision-making so your employees feel empowered and can take action without fear of being punished or fired. Those work patterns, values ​​and the identity of all employees should match those with whom they live when they are not at work. That creates integrity. When employees live with integrity, they are delighted, motivated, and engaged.

You will then need to bring those values ​​and guidelines to life. Hanging a banner on the wall with the mission and values ​​of the company will not cause employees to act on the guidelines. Stories of values ​​in action will paint pictures of how they should act and how others were rewarded for their ethical behavior. The reward is not simply doing this, and you will get a paycheck, but rather in forms of recognition, self-worth, a feeling of contributing to a purpose greater than yourself.

You can find positive stories of ethical behavior on the Internet and in many books on the subject. Also, every year, Business Ethics: The Corporate Responsibility Magazine selects the 100 best ethical and profitable companies. They publish stories related to situations in which companies displayed ethical behavior. You can also find case studies of dilemmas and then have lunch and learn discussion sessions asking what would you do?

Risk management principles are used widely and effectively in many areas of government and business including finance, occupational safety, insurance, and public health, among many other areas. As much as there are few examples using quality risk management in the pharmaceutical industry, they are restricted and therefore do not really signify the full contributions that risk management has and can offer. In addition to that, quality risk management has proven to be fundamental in the pharmaceutical industry and is therefore a valuable ingredient for the production of quality goods and services.

Different approaches:

Proactive – This approach aims to identify the threat or risk that could cause a potential loss in advance. This means that it is a preventive approach.

Reactive – Contrary to the above, this approach aims to deal with the effects of the loss, that is, after the loss has occurred.

Risks evaluation:

Risk assessment generally consists of identifying potential hazards, analyzing, and evaluating the risks that could be associated with these hazards. Risk assessment begins with identifying the risk itself.

Hazard identification: this is the systematic use of available information about the product and the process involved to identify associated hazards. The question to ask yourself when identifying a particular risk is “what could go wrong?” as well as identifying what the consequences would be if things went wrong.

Risk analysis: deals with the estimation of the risk associated with the threat. It can be quantitative or qualitative.

Qualitative – This type of risk analysis addresses inaccurate concerns that are experiential rather than numerical.

Quantitative: When a particular risk is conveyed in this way, the numbers determining the extent to which a particular risk can cause a potential loss can be measured using a Risk Point Number (RPN) rating scale that includes three levels:

1. Low: This is the lowest level and indicates that a particular risk has a very low probability of occurrence and has no impact on the quality of the product.

2. Medium: this type of risk can occur and can also have an indirect impact on the quality of the product.

3. High: this risk has a high probability of occurrence and also has a direct impact on the quality of the product.

Risk control:

Risk control basically deals with making decisions that will reduce or accept the risks involved. As the name suggests, what we hope to achieve in risk control is to reduce the likelihood of the risk occurring or to reduce the impact of the risk.

Risk management methodologies:

The pharmaceutical industry can incorporate the following quality-tested risk management methodologies:

• Failure mode effects analysis, ie FMEA

• Failure mode, effects and critical analysis, ie FMECA

• Fault tree analysis, ie FTA

• Hazard and critical point analysis, ie HAC

• Hazard operability analysis, that is, HAZOP

• Preliminary hazard analysis, among many others

Failure Mode, Effects and Critical Analysis (FMECA)

This is a step-by-step approach that seeks to identify potential flaws and failures in a design, a product, a service, or in the manufacturing and assembly process.

The FMECA procedure:

• Identify all potential failure modes and then define or specify their effects on the product.

• Evaluate each failure mode by what is the worst potential consequence. • Identify failure detection methods and provision of compensation for each type of failure mode.

• Identify corrective implementations or steps that will be taken to eliminate the failure.

• Finally, document the analysis and identify problems that may not be corrected with the previous step.

Conclusion:

The ultimate goal of the pharmaceutical industry is to provide quality products and services that eliminate disease while ensuring patient safety.

Therefore, with the incorporation of quality risk management, many failures can be overcome, threats minimized, or their impact reduced.

Not too long ago there was a time when Thanksgiving meal was all about family. Members of an immediate family would get together, watch the parade on television, eat the big meal, and eat leftover sandwiches later that night. Some close relatives may arrive early to help or just before mealtime and shortly after, which was fine and to be expected, but no invitations were needed. Fast forward to today, when the Thanksgiving meal is considered a huge event by many people and an entirely new and complicated ball game. Who you invite to your holiday meal or Thanksgiving party you decide to attend can have immediate and even long-lasting social consequences.

Some say it started with extended families where the usual clear line of who was expected or invited to attend family Thanksgiving celebrations was blurred. Others claim that celebrities did the dirty things by turning their holiday meals into pseudo-charity events that their closest friends and family were expected to attend with no exceptions. Either way, offering or accepting invitations to the Thanksgiving celebration has become a complicated process that requires a lot of foresight.

Let’s start by offering invitations. If you’re hosting a Thanksgiving meal, the last thing you want is a lot of holiday drama or hassle. Start your planning in late October with a long list of family members that you think should or would like to be at your event. Make sure to take into account all family dynamics, disputes, and any past problems or awkward situations created by mixing up the wrong relatives. Get feedback on your choices from influential family members you trust. They may have the latest inside information on who gets along and who doesn’t, which can help you make a final decision about which family members to invite and which to exclude.

Once you have a good idea of ​​who you plan to invite to your holiday meal, shorten the list by calling to find out if your family members already have their own plans or are willing to make a serious commitment to attend the holiday celebration. Once you have a short list of people you are sure will come, put it in writing by sending them an email, text message, or RSVP letter. I can’t tell you how many times I’ve had people tell me about situations where family members who didn’t show up told them later that they had forgotten they had that conversation just so they could accept an invitation from a romantic interest or a relative more. influential.

Because there are so many single people today who are out of relationships or tense with their closest relatives, many Thanksgiving holiday meal hosts find themselves in need of inviting friends or even close co-workers to the which would normally be just a family event. . Nobody wants to host the parties that allow a close friend or coworker to eat a frozen turkey dinner or a restaurant meal by themselves when they can invite those people to join their banquet (and score some points personal with them in the deal). However, these types of invitations require a lot of thought and a creative invitation process.

Most people don’t want to admit that they will be lonely or isolated on Thanksgiving for one reason or another, but at the same time they probably hope that a close friend or coworker will find out about their situation and invite them over. holidays. food and much needed social interaction. That includes couples. Just because someone is single doesn’t mean they don’t have a significant Other in their life. In some cases, that Other may be as isolated from his family as his partner. Couples need love at parties too and can welcome an invitation to a friendly holiday party. When inviting singles, ask them if they have someone special in their life that they want to bring.

Never make the people you plan to invite feel like you are doing them a favor or simply extending an invitation to your holiday event because you feel sorry for them. Make the close friends or coworkers you plan to invite feel that their presence would be an asset and much appreciated by you and your family. If they accept your invitation it will be because you made them feel that they would be welcome and not just guests. If they refuse, it will be because they have other plans and they are not just ashamed that you felt you had to invite them because otherwise they could be alone during the holidays.

The biggest problem for the host, who must make decisions about which non-family members to invite, is deciding who will fit in and who will not. People who are able to relate well to other people they have just met should be on everyone’s guest list. The spoilers who probably wander aimlessly around your house with the appearance that they only have a few minutes to live and lack social skills are not beginners, even if they happen to be good friends or close co-workers. You will never make people like that happy, whether you invite them to vacation or not, so don’t even try. Doing so will probably make your other guests miserable.

Another major problem Christmas hosts face is deciding the ratio of family members to invite, versus the outsiders who will be attending their Thanksgiving feast. At no time should you overwhelm immediate family members and close relatives with strangers. That will create a dead end situation for everyone, including you. Personally, I wouldn’t want to spend the rest of my life having family members remind me of the Thanksgiving meal I spoiled for them by having too many strangers present. A prudent host keeps the ratio at eighty percent of immediate family members and close relative; twenty percent all the others.

The thing to remember about Thanksgiving meal invitations is that while your event is based around an iconic holiday, you are basically inviting people to a dinner party that will tend to last much longer than most. Like all social occasions, the people you invite will make or break your event. It is important to have the right mix of social promoters and agitators, wall flowers, clowns and diplomats. Events take on a life of their own if they are not well planned and people tend to remember the best and worst of those they attend for years to come. If you take all of these things into consideration, your Thanksgiving celebration will really end up being something to celebrate.

If you find yourself in the not-so-unusual situation of being invited to more than one Thanksgiving party, you have a big decision to make. Regardless of your current employment status, friendship, or romantic relationship, immediate family members and very close relatives should always be the first to receive assistance. Employers, close co-workers, significant others, and friends come and go, but family members tend to be there for the long haul. It is not wise for anyone who is in good standing with their family to decline an invitation to any holiday or special event to be with people who are not family.

Sometimes turning down an invitation to a holiday meal is more difficult than it should be. Most of the people who invite you to their Thanksgiving Day party will understand if you decline their invitation because you plan to have your own party or have decided to attend one that is being held by someone very close to you. However, this will not always be the case. Whether they’re close relatives, friends, or coworkers, some people who host Christmas celebrations take them very seriously, and turning down an invitation from such people can be very troublesome.

There will always be people in your life who simply cannot take NO for an answer. When someone like that invites you to a Christmas meal, it’s time for tough love. You just have to tell them that you cannot attend and leave it at that. If you offer explanations or excuses, you are inviting them to try to convince you of whatever reason you have given for not attending your event. I’ve been in situations like that and I can tell you that they will be relentless in trying to get you to change your mind. It’s like talking on the phone with a salesperson who has a thick book of resolutions about whatever arguments or exceptions they offer against the purchase of your product or service.

Once you’ve made up your mind about whether or not to accept an invitation to a holiday meal, stick with it! Never accept an invitation and then walk away because someone else who invited you later put undue pressure on you. Smart hosts start inviting people to their Thanksgiving event no later than the end of October. People who call, text or email you a week before Thanksgiving expecting you to drop all your plans and attend their event are very bad planners. They cannot blame anyone but themselves when their invitations are summarily declined by you and others. So be smart, plan well, make the right decisions for the holidays, and have a Happy Thanksgiving!