3/29/2019 Concordia International College

Business Process Outsourcing (BPO 101)

To provide students the opportunity to achieve academic and professional success in an international society by
presenting a comprehensive and supportive educational experience

LEARNING PROGRAM : Business Process Outsourcing

PROGRAM NUMBER : BPO 101
MODE OF INSTRUCTION : ONLINE
PROGRAM DURATION : 6 weeks
NUMBER OF CREDITS : 3.0

I. COURSE DESCRIPTION
The Business Process Outsourcing (BPO) industry is regarded as one of the fastest growing industries in the world
and this Learning Program is designed to provide students the basic knowledge about the BPO. It equips the
students with the right foundation of skills and competencies to drive personal success and continued growth in
this industry.

II. COURSE OBJECTIVES

1. Gain essential knowledge about the Business Process Outsourcing industry
2. Learn about the BPO business process framework and its key components
3. Understand the dynamics of each BPO process component to help better manage operations

III. RESULTS
By the end of this Learning Program, students will be able to :
1. Know more about the BPO business including the different services it offers and the common BPO terms
used
2. Learn about the four (4) key components involved in the BPO process namely Leadership and Planning,
People, Process and Performance
3. Further understand the dynamics of each component including the management of people, processes and
operating performance

IV. TEXT
TBD
Additional Readings

Students are expected to stay abreast of current topics and events related to this Program

V. COURSE ASSIGNMENTS
1. Assignments / Class Exams : 60 %
2. Comprehensive Final Exam : 40 %

In fairness to students who submit their work on time, 25% will be deducted from late assignments PER DAY

VI. EVALUATION/PERFORMANCE INDICATORS

Grades will be assigned as follows :
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3/29/2019 Concordia International College

A 94 - 100 C 73 - 75

A- 90 - 93 C- 70 - 72

B+ 86 - 89 D+ 66 - 69

B 83 - 85 D 63 - 65

B- 80 - 82 D- 60 - 62

C+ 76 - 79 F < 60

Learning Program Outline (BPO 101)

This Learning Program is divided into 10 classes. Each class includes the following :
Textbook / Reading materials
15 - 20 minute Video Lecture
Assignment and Quiz that you must pass

Class
Main Topic Sub-topics
Number

Program Introduction -NA-

1 BPO Overview

2 Basic BPO Language

Introduction to BPO
ASSIGNMENT / EXAM

3 BPO Business Process Framework

4 Leadership and Planning

Leadership and Planning
ASSIGNMENT / EXAM

5 Recruiting, Hiring and Talent Development

6 People Performance Management

MID-TERM EXAMS

7 General Call Process

8 Processes Transaction Monitoring and Workforce Management

ASSIGNMENT / EXAM

9 Performance Key Performance Indicators

10 Recap Recap

COMPREHENSIVE FINAL EXAM

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