Case Study: Bangalore Training Services (BTS) BTS was an entrepreneurial start-u
ID: 415934 • Letter: C
Question
Case Study: Bangalore Training Services (BTS)
BTS was an entrepreneurial start-up developed by Deepa Anand and Monisha Patel, two recent MBA graduates from the United States who had served internships in the summer with a U.S. call center that was considering setting up operations in India but was unsure how to find suitable employees. Their plan was to offer training to Indian men and women in call center activities such as sales, service, and troubleshooting for electronic goods of all sorts, and then to match those employees to the needs of foreign firms looking to set up call centers. The training consisted of a dozen sessions covering culture, speaking fluency, electronic awareness, buying and service behaviors, and other such basic matters that all call centers required.
Use techniques and tools related to capacity planning including learning curves, bottlenecks, scheduling, and the psychology of waiting, service mapping, and blueprinting.
I need a (a) Causes of the Problem (250 Words) & (b) Possible Solutions (250 Words) for this Case study.
Explanation / Answer
It is important to study the Indian market in depth and understand its pulse. It should focus on understanding the capacity and focusing on the requirement of prospective trainers for the learning curve. It should focus on understanding the employees, capacity, their key region and essential skills. It should establish important goals and objectives that includes the training methods and the period. The requirements should be listed effectively and fulfilled. It can compare the capacities that are required in the future and understand the predefined time span. The capacity rate can be analysed and it should focus on improving the utilization rate. The utilization rate of the work center needs to be effective. The bottlenecks need to be analyzed carefully and the capacity needs to be adapted and understood. The material flow needs to be evaluated and bottle neck situations should be analyzed. It should focus on paying attention to the number of operations that have backlog and need to be processed prior to the arrival of the focused work center. The adaptions of the capacity needs to be taken into account to understand the time deviations. Understanding the regular capacity planning and static dynamic bottleneck analysis is important for controlling the plan and simulation can be used to understand the flexible tools and provide much needed support. The management needs to define the clear operating objectives and the different actions needed for improving efficiency. The use of enhanced training, automated machinery, improved processes and simplification of working will be useful.