capella MBA-FP6127 unit 3 Assessment 3

| August 31, 2017

Question
Preparation

Read the following scenario. It will be used as a basis for this assessment.

Search the Internet and the Capella Library for current (within three years) professional or trade magazines and reputable business publications for information on global call center operations.

Scenario

Galaxy Center Solutions’ executive committee has considered your recommendation for relocation, as well as many other factors, and has made the decision to contract with a call center based in Bangalore, India. It will be a one-stop solution for all of Galaxy’s needs to accommodate the new client that requires 100 operators on a 24/7 basis.

Your job is twofold:

Present an evaluation plan for vendor selection to the executive committee.

Create a plan for initiating operations for this project with a vendor that will be chosen later.

Deliverable

Complete each of the following:

Develop an evaluation plan for vendor selection. Use PowerPoint to create an 8–10 slide presentation of the plan. Be sure to use the speaker notes area for describing complex topics or concepts.

Create a plan for initiating vendor operations. Minimally, it should Include:

A timeline of activities required to complete vendor preparation. It should start at contract completion and end with the commencement of call center activities.

Training requirements. This should include training of Galaxy personnel by the client on the specifics of their product as well as training of vendor staff by Galaxy personnel.

A communications plan. Include:

How and when the project status will be communicated to Galaxy stakeholders.

A description of communication channels and procedures that will be used among stakeholders when operations commence.

It is anticipated that eventually, most if not all of the call center operations will eventually be moved to India. Examine the moral or ethical obligations that the company might have to its domestic employees. Document any assumptions you make.

Additional Requirements

Written communication: Written communication is free of errors that detract from the overall message.

APA formatting: Use current APA style and formatting guidelines.

Length:

Slide presentation: 8–10 slides (include detailed speaker’s notes).

Operations plan and ethical plan examination: 4–6 pages.

Font and font size: Times New Roman, 12 point.

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