LESSON 7: Managing BPO Transition • Empowering Employees – take ownership of

In the world of business process outsourcing (BPO), their work.

it is crucial to have a well-structured plan in place to • Leading by Example – should set positive
manage the transition effectively. One key aspect of example through actions and behaviors.
this plan is change management, which involves
guiding individuals, teams, and organizations Communication at Every Employee Level
through the process of change in order to achieve Effective communication is essential for maintaining
desired outcomes. transparency, trust, and collaboration throughout the
BPO transition. Communication should be tailored to
General Principles of Change Management meet the needs of employees at different levels
Change is an inevitable part of any transition, within the organization.
including the outsourcing of business processes.
Change management involves understanding the • Tailored Messaging – address specific
human side of change and implementing strategies concerns from frontline to senior
to help individuals adapt to new ways of working. management.
• Open Door Policy – facilitate ways of
• Effective Communication – clear and communication, comments, feedback, &
transparent; should be keep informed. opinions.
• Engagement and Involvement – involving • Regular Updates – keep everyone informed
employees helps develop trust. and engaged in the process.
• Training and Support – training and seminar
to make them updated and alleviate Managing Culture Beyond the Outsourced
concerns and handle it. Process
Culture plays a significant role in the success of any
Creating a Compelling Vision for Client and outsourcing initiative. When managing culture
Vendor beyond the outsourced process, it is important to:
A compelling vision serves as a guiding light for both
the client and the vendor during the BPO transition. • Align Values and Behavior – aligns in the
It outlines the desired outcomes, goals, and goals of project.
strategies for achieving success. • Foster Collaboration – between internal and
external teams to foster unity in shared
• Alignment with Business Objectives – align purpose.
to your vision and priorities, changes over • Celebrate Diversity – encourages inclusive
time. and respectful workplace.
• Inspiring and Motivating – vision must be
inspiring enough; instill sense of purpose and Managing Job Loss and Changeover
direction. Job loss can be a challenging aspect of any BPO
• Flexibility and Adaptability - vision must be transition, as employees may face uncertainty about
flexible and adaptable. their future roles. It is important to handle job loss
with sensitivity and empathy.
Leadership and Management Rules
Effective leadership and management are critical for • Support Services – provide access to such
the success of any BPO project. Leaders play a key career and job replacement programs.
role in guiding teams, making strategic decisions, • Open Communication – open and honest
and fostering a positive work culture. about their roles; navigate transitions.
• Empathy and Support – support & recognize
• Clear Communication work.
 requires a strategic approach. HR professionals play
a crucial role in facilitating this transition by providing
LESSON 8: Managing Human Resources in the necessary support, training, and resources to
Business Process Outsourcing (BPO): help employees integrate seamlessly into their new
Transitioning Employees to Vendors roles. It is important to communicate openly with
employees, address any questions or challenges
In the fast-paced world of Business Process they may have, and establish a sense of belonging
Outsourcing (BPO), one critical aspect that HR within the new organizational structure.
professionals must navigate is the transition of Human Resource Processes
employees from being part of the customer's team to Effective HR processes are the cornerstone of a
becoming an integral part of the vendor's workforce. successful employee transition in the BPO industry.
This process involves careful planning, thorough due From recruitment and onboarding to performance
diligence, understanding of terms and conditions of management and career development, HR plays a
employment, implementing effective HR processes, vital role in ensuring that employees feel valued,
and addressing contract-related issues to ensure a supported, and motivated throughout the transition
smooth and successful transition. Let's delve deeper process. Implementing robust HR processes can
into each of these elements: enhance employee engagement, productivity, and
retention, ultimately contributing to the success of
Due Diligence the vendor-client relationship.
Before embarking on the journey of transitioning
employees to vendors, HR professionals must Mitigating Contract-Related Issues
conduct thorough due diligence. This includes Navigating contract-related issues is a critical aspect
assessing the skills, experience, and cultural fit of of transitioning employees to vendors. HR
the employees who are being considered for the professionals must carefully review and negotiate
transition. It is crucial to ensure that the employees contracts to ensure that the rights and obligations of
possess the necessary competencies to thrive in both the employees and the vendor are clearly
their new roles within the vendor organization. defined and aligned. By proactively addressing
Additionally, HR should also consider the legal and potential contract-related challenges, such as
compliance aspects associated with the transition to intellectual property rights, non-compete
mitigate any potential risks. agreements, and confidentiality clauses, HR can
help mitigate risks and safeguard the interests of all
Terms and Conditions of Employment parties involved.
Clear and transparent communication of the terms
and conditions of employment is essential during the In conclusion, managing human resources in the
transition process. HR professionals need to context of transitioning employees to vendors in
articulate the expectations, benefits, responsibilities, BPO requires a comprehensive understanding of
and any changes in the employment relationship that due diligence, terms and conditions of employment,
may arise as a result of the transition. Clarity on effective HR processes, and contract-related issues.
these aspects can help alleviate any uncertainties or By prioritizing clear communication, strategic
concerns that employees may have and foster a planning, and proactive problem-solving, HR
sense of trust and commitment throughout the professionals can facilitate a smooth and successful
transition period. transition that benefits both the employees and the
organizations involved.
Transitioning Employees from Customer to
Vendor LESSON 9: Understanding Transformational
Moving employees from being a part of the Outsourcing: Moving the Operations
customer's team to joining the vendor's workforce In the dynamic world of business, companies often
seek ways to optimize their operations and increase quality standards, and performance metrics.
efficiency. One strategy that has gained popularity in Companies must also establish mechanisms for
recent years is Transformational Outsourcing. This monitoring subcontractor performance, addressing
approach involves delegating certain business disputes, and enforcing compliance with contractual
functions to external service providers in order to terms. By proactively managing subcontractor
streamline processes, reduce costs, and drive relationships, companies can mitigate risks and
innovation. In this text, we will delve into the maximize the benefits of outsourcing operations.
essential aspects of Transformational Outsourcing,
focusing specifically on moving the operations to In conclusion, Transformational Outsourcing offers
external entities. companies a strategic approach to enhancing
operational efficiency, driving innovation, and
Internal Considerations achieving competitive advantage. By carefully
Before embarking on the journey of moving considering internal factors such as short-term BPO
operations to external partners, it is crucial for projects, maintaining multiple environments, and
companies to carefully consider a few key internal using subcontractors with clear contract provisions,
factors: organizations can successfully navigate the
complexities of moving operations to external
Short-term BPO Projects partners. By embracing this transformative strategy,
Short-term Business Process Outsourcing (BPO) companies can unlock new opportunities for growth,
projects can provide companies with the flexibility optimization, and sustainable success.
and agility needed to respond to changing
market demands. By leveraging external expertise LESSON 10: Privacy and Security Laws in the
for specific projects or tasks, organizations can Philippines: A Closer Look
access specialized skills without the long-term Privacy and security laws play a crucial role in
commitment of hiring full-time employees. protecting personal information and ensuring data
However, it is essential to establish clear project security in the Philippines. These laws are designed
scopes, timelines, and deliverables to ensure the to safeguard the rights of individuals and regulate
success of short-term BPO projects. the collection, use, and disclosure of personal data
by organizations. In this chapter, we will explore the
Maintaining Multiple Environments key privacy and security laws in the Philippines and
When moving operations to external providers, understand their implications for businesses and
companies may need to maintain multiple individuals.
environments to support different aspects of their
business. This could include running parallel Data Privacy Act of 2012
systems during the transition phase, ensuring The Data Privacy Act of 2012 is the primary
data integrity across various platforms, and legislation governing data privacy and security in
managing integration between internal and the Philippines. This law aims to protect the
external processes. Companies must establish fundamental human right to privacy while
robust protocols for maintaining multiple ensuring the free flow of information to promote
environments to avoid disruptions and safeguard innovation and growth. Under this law, organizations
business continuity. are required to implement security measures to
protect personal data from unauthorized access,
Using Subcontractors and Contract Provisions use, or disclosure.
Engaging subcontractors can be a strategic move for
companies looking to scale their operations or tap The Data Privacy Act establishes the National
into niche markets. However, it is vital to negotiate Privacy Commission (NPC) as the regulatory body
clear contract provisions that outline deliverables, responsible for overseeing and enforcing
compliance with data privacy laws. The NPC is the Asia-Pacific Economic Cooperation (APEC)
tasked with promoting awareness of data privacy Privacy Framework have established guidelines
rights, handling data breach incidents, and and standards to promote global privacy best
investigating complaints related to data privacy practices. These initiatives aim to facilitate data
violations. protection on a global scale and ensure consistent
privacy standards across jurisdictions.
Cybercrime Prevention Act
In addition to the Data Privacy Act, the Philippines Offshore Outsourcing and Data Privacy
has also enacted the Cybercrime Prevention Act Offshore outsourcing, a common practice in the
to address cybercrimes and enhance business world, involves contracting services or
cybersecurity measures in the country. This law operations to external providers located in other
criminalizes offenses such as illegal access to countries. While offshore outsourcing offers cost
computer systems, computer-related fraud, savings and efficiency benefits, it also raises data
cybersex, and online child exploitation. By imposing privacy concerns related to the transfer of sensitive
penalties for these offenses, the Cybercrime information across borders.
Prevention Act aims to deter cybercriminal activities
and protect individuals from online threats. Companies engaging in offshore outsourcing must
adhere to data privacy laws and regulations to
Privacy Regulations for Businesses protect the confidentiality and integrity of data being
Companies operating in the Philippines are required shared with offshore service providers. By
to comply with various privacy regulations to protect implementing contractual safeguards, encryption
the personal data of their customers and protocols, and data protection measures,
employees. Business entities must establish and organizations can mitigate the risks associated with
implement privacy policies that outline how they offshore outsourcing and uphold the privacy rights of
collect, store, and process personal information. individuals.
These privacy policies should also detail the security
measures in place to safeguard data from In conclusion, privacy and security laws in the
breaches or unauthorized access. Philippines are instrumental in safeguarding
personal data, enhancing cybersecurity measures,
Moreover, organizations are encouraged to conduct and promoting responsible data management
regular privacy assessments and audits to ensure practices. By understanding and complying with
ongoing compliance with data privacy laws. By these laws, businesses can foster trust, protect
prioritizing data protection and security, businesses privacy rights, and contribute to a secure digital
can build trust with their customers and demonstrate environment for all stakeholders.
their commitment to upholding privacy rights.

Global Privacy Issues

Privacy and security concerns extend beyond
national borders, prompting discussions on global
privacy issues and the need for international
cooperation. As data flows across countries and
regions, challenges arise concerning data
sovereignty, cross-border data transfers, and
harmonization of privacy laws.

International bodies such as the European Union's

General Data Protection Regulation (GDPR) and