Fluent Essays

note: attached you see the assignment #1Business Proposal – moving from a traditional Call Center to outsourcing or contract workersSubmit a Formal Business Proposal based on your Media Presentation Assignment #1, as to what direction West coast Airlines should take for moving from a traditional Call Center to outsourcing or contract workers. Highlight services, applications, and opportunities. In addition, address cost, infrastructure ease, training, and labor requirements.ScenarioWest coast Airlines has decided a traditional Call Center is just not cost effective and wants to explore its’ options in using outsourcing or contract workers. West coast Airlines wants to decide whether to stay with its’s traditional Call Center or completely change the way it handles customer relationships.Company: West Coast Airlines, San Diego, CACEO: Bill WrightBudget: $300,000.00Time frame: 6 months to transitionYour TaskWrite a five-page “Business Proposal” on the direction West Coast Airlines should take in moving from a traditional Call Center to outsourcing or contract workers. You are highly encouraged to include financials, action plan, and a social media strategy. Your report is to be submitted as a PDF to the Chief Operating Officer of the West coast Airlines, Bill Wright and Shareholders via the “Assignment” # 2 CANVAS.You have already done the first step by putting together your presentation now gather more information and put it into a persuasive document. Provide a plan as to how the company will finance, market and provide services you wish it to provide.Use everything refers to almanacs, encyclopedias, the Internet, and library databases for the most recent information, and pay close attention to descriptions of the social cultural differences, economic conditions, and business environments that encourage or discourage use of the product or service.Requirements for this Individual Project:• Write a five-page Business Proposal addressing the for mentioned scenario.• Formal Proposal Report format containing all major components.• Proposal research should lead to viable options presented in the assignment’s scenario.• Highlight services, applications, and opportunities recommendations and conclusions.• Don’t forget cost, ease, training and people required.• Use everything for research! Check almanacs, encyclopedias, the Internet, and library databases for the most recent information, and pay close attention to what would best serve the companies interests.• You are highly encouraged to include financials, action plan, and a social media strategy.General Format1. The paper must be typed, Single Spaced, Arial, 12 Font.2. The paper must be a Word Document submitted as a PDF.3. Use headings, Subheadings within the report when appropriate (please review Pages 433-452 for Parts of a Formal Report).• For this report please include (Note points will be deducted for any missing component):Cover pageMemo of TransmittalTable of ContentExecutive SummaryIntroductionBody of informationSummary containing Conclusions / RecommendationsBibliography / Appendix Note: The Cover Page. Memo of Transmittal, Table of Content, and Bibliography will not be counted towards the five-page requirement.Plan the paper carefully as to develop an organized and non-redundant report. It should be organized and assembled as a continuous report and should not appear to be several independent segments bound together.• You must have a minimum of five sources. Please cite your sources using MLA or APA Format – (the Writing Center can help if you do not know how to do this). Some other helpful sites are• http://owl.english.purdue.edu/owl/resource/560/01/ (Links to an external site.), http://owl.english.purdue.edu/owl/resource/557/01/ (Links to an external site.), http://www.cuyamaca.edu/tpagaard/EnglDept/Resource... (Links to an external site.)Grading: In general, the proposal will be evaluated on its effectiveness.• Are the main concepts and purpose of the proposal expressed clearly?• Does the report appear to be well organized and compatible with the purpose and intended audience?• Does the report demonstrate a “you” attitude showing courtesy and consideration for the audience consistently present?• correct usage of primary writing skills i.e. grammar, punctuation, mechanics, and vocabulary.• Report is submitted in the correct format containing all major components.• The Report met all timeline obligations i.e. submitted on time and in the correct delivery format.• No evidence of Plagiarism.RubricRequired PointsReport is submitted in the correct delivery format as a Word Document PDF. Note: If Report cannot be open by instructor it will receive 0 points25 pointsReport addresses the scenario with all major components and in the correct formal business proposal format. Business Proposal component are 20 points each.175 pointsPlagiarism is depended on the severity 0- 200 may be lost. Note: Plagiarism constitutes a “No Make-Up” Policy there will be no allowance to resubmit the report.0-200 pointsTotal 200 points outline_dawood.docx yousif.docx yousif_s_presentation.pptx Unformatted Attachment Preview Outline Outsourcing For West Coast Airline 1. Introduction a. West Coast Airlines works in a highly changing and competitive industry b. Traditional call centers do not favor their consumer handling c. Adopting new strategies is expensive d. Outsourcing is the best decision e. It has more advantages but some challenges too 2. How to Outsource a. The organization hands over responsibilities to a contractor b. They receive the latest technologies c. Skilled labor is offered by the contractor 3. Benefits of outsourcing a. Improved quality b. Availability of resources from the contractor c. Low cost of labor 4. Challenges of outsourcing a. Lack of control 5. Impacts of Outsourcing on Company Culture b. Boost productivity c. Employees receive experience d. Internal team feels undervalued e. There is confusion within the organization References Airlines, S., & Roadway, U. L. (2014). Southwest Airlines. Facebook. com. Eilbacher, R., Bodner, D., Lubowsky, T., Boudreau, L., & Jakobsche, G. (2004). U.S. Patent No. 6,724,887. Washington, DC: U.S. Patent and Trademark Office. Lating, J. M., Sherman, M. F., Lowry, J. L., Everly Jr, G. S., & Peragine, T. F. (2004). PTSD reactions and coping responses of East Coast and West Coast American Airlines flight attendants after September 11: a possible psychological contagion effect?. The Journal of nervous and mental disease, 192(12), 876-879. Tayauova, G. (2012). Advantages and disadvantages of outsourcing: analysis of outsourcing practices of Kazakhstan banks. Procedia-Social and Behavioral Sciences, 41, 188-195. Running Head: OUTSOURCING FOR WEST COAST AIRLINES Outsourcing for Wesr Coast Airlines Yousif Dawood January 7, 2020 1 OUTSOURCING FOR WEST COAST AIRLINES 2 Slide 1 West Coast Airlines operates in a changing industry of travel and hospitality, which also requires transformation. Customer handling is less effective as compared to that of its competitors as they have adopted the most advanced methods available. Using a traditional call center is not effective in the competitive industry where individuals make a comparison of services offered before choosing the provider (Airlines & Roadway, 2014). Adopting the new strategies is quite expensive, considering that they will need to pay for technological advancements, labor, and maintenance for the longest time possible. The best option is to outsource the skills and technology from an already established organization when it comes to calling centers and customer associations. Slide 2 The organization requires diverse channels of communication at their contact center to handle the customers better. That involves adopting more improved services that can promote consumer relations and the company’s competitiveness. They also need to adopt the latest technology communications that can result in more effective handling of issues in the organization. The CEO considers maintaining the traditional call center or outsourcing. Taking new technologies through a contract is the best choice to improve the situation. Slide 3 How to outsource Outsourcing of talent and ideas means contracting individuals or an organization to work on a specific department for a long or short term basis. The company only pays for the services provided while the contracted dealer provides skills and technological improvements. West OUTSOURCING FOR WEST COAST AIRLINES 3 Coast Airlines will not need to supervise any activities as they are guaranteed quality services as long as they pay for the service (Airlines & Roadway, 2014). The CEO will, however, need to brief the partnering organization on the specific needs of operations to match their involvement in the call centers. The receiving party does not have any control of the outsourced team unless through their supervisor, which might be challenging at times. Slide 4 Benefits of outsourcing Quality West Coast Airlines can receive high-quality services without having to hire new personnel or invest in technology. Communication improves depending on the ability of the contracted team and the incentives they are receiving as well. Improved quality reduces turnover as employees are willing to learn more about the new skills provided by their partners. Consumer loyalty is attained through these processes as the airline users prefer to deal with a company that caters to their needs (Eilbacher et al., 2004). Slide 5 Resources Another benefit of outsourcing is accessing all the funds without having to make a long term commitment to the plan. Firstly, they get skilled labor from individuals who have worked in customer relations for a long time. The company gets to enjoy advanced technologies that would be otherwise too expensive or time consuming to purchase. A contact center that only focuses on the organization’s growth is developed and manages the activities of the airline (Eilbacher et al., OUTSOURCING FOR WEST COAST AIRLINES 2004). The organization can use this chance to educate its employees by strategizing the new contact center within its premises. They can also get the best deals to purchase the apparatus as they can learn more about them. Slide 6 Low cost of labor Changing the entire control center is an expensive operation that requires funds to cover for new talent and training of the already existing individuals. Outsourcing is the only way that an organization can get reliable labor without spending much. They only pay for the partnership fees then everything comes in the package (Tayauova, 2012). The talent pool is more significant for an outsourced operation as they are more experienced as compared to training individuals who are used to the traditional call centers. The CEO can achieve the goal within the budget and allocated time. Slide 7 Challenges presented by outsourcing Lack of control It is not always positive when dealing with the outsourcing teams, as it might be challenging when the organization does not pay the required attention to the details. The CEO and his team at West Coast Airlines will not be in control of the operations as the individuals or organizations in charge make most of the decisions. It isnt straightforward to give directions at different stages and might end up not achieving the set goals and objectives (Tayauova, 2012). Some contractors might not be willing to work from the organization’s vicinities, and hence it 4 OUTSOURCING FOR WEST COAST AIRLINES 5 becomes difficult to keep track of their activities. Inconveniences are challenging to handle, especially when dealing with an outsourced team as they may not be available to solve issues and hence leaving the organization exposed to critics. Slide 8 Impacts of outsourcing on Company Culture The impacts of such a decision might be positive or harmful to the organization, depending on how the rest of the organization views it. On the positive side, it boosts productivity as the outsourced team increases consumer satisfaction. Employees also get experience over time through observation and interactions with the new group, which promotes their work ethics in different departments (Tayauova, 2012). On the negative side, the internal teams might feel undervalued and replaced by the contractors due to the responsibility handed over to a new team, which encourages turnover. Outsourcing introduces confusion amongst the regular employees who might not be aware of the activities to conduct, especially those who were in charge of the traditional call centers. OUTSOURCING FOR WEST COAST AIRLINES 6 References Airlines, S., & Roadway, U. L. (2014). Southwest Airlines. Facebook. com. Eilbacher, R., Bodner, D., Lubowsky, T., Boudreau, L., & Jakobsche, G. (2004). U.S. Patent No. 6,724,887. Washington, DC: U.S. Patent and Trademark Office. Lating, J. M., Sherman, M. F., Lowry, J. L., Everly Jr, G. S., & Peragine, T. F. (2004). PTSD reactions and coping responses of East Coast and West Coast American Airlines flight attendants after September 11: a possible psychological contagion effect?. The Journal of nervous and mental disease, 192(12), 876-879. Tayauova, G. (2012). Advantages and disadvantages of outsourcing: analysis of outsourcing practices of Kazakhstan banks. Procedia-Social and Behavioral Sciences, 41, 188-195. East Coast Airline Call Center Outsourcing January 7, 2020 Yousif Dawood Introduction • • • • • West Coast Airlines operates in a changing industry of travel and hospitality The customer handling is less effective as compared to competitors A traditional call center leads to flawed consumer handling Adopting the new strategies is expensive due to labor and technology Outsourcing is the best option for West Coast Airlines Current Situation • • • • • The organization requires diverse channels of communication Their contact center needs to serve the customers better This involves adopting more improved services Company also needs to adopt the latest technology communications The CEO should consider maintaining the traditional call center or outsourcing • Taking new technologies through a contract is the best choice How to Outsource • Outsourcing of talent and ideas means contracting outside individuals or an organization to work on a specific department • • • • • The company only pays for the services provided The contracted dealer provides skills and technological improvements West Coast Airlines will not need to supervise any activities The CEO will need to brief the partnering organization The receiving party has less control of the outsourced team Benefits of outsourcing Quality • West Coast Airlines can receive high-quality work on a low budget as they will not need to pay outsourced employees benefits • Communication improves depending on the contracted team • Improved quality reduces turnover as employees • Consumer loyalty improves as their needs are well catered Benefits of outsourcing Resources • • • • • • The organization accesses resources through the contract plan They get skilled labor from experienced individuals The company gets to enjoy advanced technologies at a reasonable price A contact center focuses on the organization’s growth The organization can educate its employees They get the best deals to purchase apparatus as they can learn more about them Benefits of outsourcing Low cost of labor • Changing the entire control center is an expensive operation • Outsourcing provides reliable labor without spending much of the company’s budget • They only pay for the partnership fees then everything comes in the package • The talent pool is more significant for an outsourced operation • CEO can achieve the goal within the budget and allocated time Challenges presented by outsourcing Lack of Control • The CEO does not control the entire operation as there are contractors involved • Giving instructions is challenging for the new team as they might not be used to the company’s culture • Some contractors might not be willing to work from the organization • Inconveniences are difficult to handle Impacts of outsourcing on Company Culture • It boosts productivity in the organization • Employees also get experience over time through observation and interactions • The internal teams might feel undervalued and replaced by the contractors • Outsourcing introduces confusion amongst the regular employees References • Airlines, S., & Roadway, U. L. (2014). Southwest Airlines. Facebook. com. • Eilbacher, R., Bodner, D., Lubowsky, T., Boudreau, L., & Jakobsche, G. (2004). U.S. Patent No. 6,724,887. Washington, DC: U.S. Patent and Trademark Office. • Lating, J. M., Sherman, M. F., Lowry, J. L., Everly Jr, G. S., & Peragine, T. F. (2004). PTSD reactions and coping responses of East Coast and West Coast American Airlines flight attendants after September 11: a possible psychological contagion effect?. The Journal of nervous and mental disease, 192(12), 876-879. • Tayauova, G. (2012). Advantages and disadvantages of outsourcing: analysis of outsourcing practices of Kazakhstan banks. Procedia-Social and Behavioral Sciences, 41, 188-195. ... Purchase answer to see full attachment