BPO MANAGEMENT SYSTEM

AIM:

To implement a software for BPO management system

PROBLEM STATEMENT:
With the reduction in communication costs and improved bandwidths and associated
infrastructure, BPO as a segment is witnessing a massive growth. One of the key
challenges that BPO companies that provide data entry/data validation services is an
efficient and effective way of getting the source documents from different customers and
accurately route the same to different operators for processing.

SOFTWARE REQUIREMENT SPECIFICATION:

INTRODUCTION

Business process outsourcing (BPO) is a subset of outsourcing that involves the

contracting of the operations and responsibilities of specific business functions (or
processes) to a third-party service provider. Originally, this was associated with
manufacturing firms, such as Coca Cola that outsourced large segments of its supply
chain.[1] In the contemporary context, it is primarily used to refer to the outsourcing of
business processing services to an outside firm, replacing in-house services with labor
from an outside firm.

BPO is typically categorized into back office outsourcing - which includes internal
business functions such as human resources or finance and accounting, and front office
outsourcing - which includes customer-related services such as contact center services.
 BPO that is contracted outside a company's country is called offshore outsourcing.
BPO that is contracted to a company's neighboring (or nearby) country is called
nearshore outsourcing.

PURPOSE

 Huge reduction in printing, dispatch costs.

 Seamless process that is fully integrated ensuring better quality of service to

customers.

 Cost reductions by automation of upload processes from clients; automatic

routing of documents to operators using OCR.

 Documents as well as the status of process is accessible quickly and from

anywhere to BPO management as well as customers.

 Security of documents as they are stored in digital form.

 Enriched experience for users as they can search for documents and process them
online.

SCOPE

 As part of BPO, documents need to be managed between the outsourcing

company and the offshore company.

 Multiple clients need to be managed by the BPO Company.

 Security of the documents has to be ensured so that there is no unauthorized

access of the documents to other organizations.

 Quick turnaround times have to be managed.

 Appropriate process flow of the documents has to be present in the system to

check the status of the documents at any point of time.

DEFINITIONS, ACRONYMS AND THE ABBREVIATIONS

• Client- One who wishes to outsource their job

• BPOS- Refers to this Business Process Outsourcing System

• BPO Organization- Refers to this Business Process Outsourcing Organization

 • HTML - Markup Language used for creating web pages.

• J2EE – Java 2 Enterprise Edition is a programming platform java platform for

developing and running distributed java applications.

• HTTP - Hyper Text Transfer Protocol.

•TCP/IP – Transmission Control Protocol/Internet Protocol is the communication

protocol used to connect hosts on the Internet.

REFERENCES

IEEE Software Requirement Specification format.

TECHNOLOGIES TO BE USED

• HTML

• JSP

• Javascript

• Java

TOOLS TO BE USED

• Eclipse IDE (Integrated Development Environment)

• Rational Rose tool (for developing UML Patterns)

OVERVIEW

SRS includes two sections overall description and specific requirements –

Overall Description will describe major role of the system components and inter-
connections.

Specific Requirements will describe roles & functions of the actors.

OVERALL DESCRIPTION

PRODUCT PERSPECTIVE
 The BPOS acts as an interface between the 'client' and the 'BPO organization'.
This system tries to make the interface as simple as possible and at the same time not
risking the security of data stored in. This minimizes the time duration in which the user
receives the documents.

SOFTWARE INTERFACE

 Front End Client - The exporter online interface is built using JSP and HTML.
 Web Server – Apache Tomcat Server (Oracle Corporation)
 Back End - Oracle 11g database

HARDWARE INTERFACE

The BPO system’s server is directly connected to the client systems via ftp. The
client systems have access to the database in the server.

SYSTEM FUNCTIONS

 BPO has been designed with the base product to suit the BPO vertical
requirements.

 This is a complete web based solution, which enables the BPO Organization’s
clients to store documents automatically on the server.

 Clients can scan documents from multiple locations and an automatic uploader
module that can be scheduled automatically uploads the documents.

 Documents uploaded are automatically routed to specific users based on the rules
definable by the admin user.

 Documents uploaded are automatically routed to specific users based on the rules
definable by the admin user.

 Data Entry and Quality check users can automatically download the documents in
a web- based interface to do their respective operations on the documents
uploaded.
  Comprehensive reports have been developed to track the status of the documents
at any given point of time.

USER CHARACTERISTICS

• BPO Organization - They are the people who desire to obtain the outsourcing
job from various clients and submit the information to the database.

• Client - He has the certain privileges to outsource their jobs and to approve the
issue of document. He may contain a group of persons under him to verify the
documents and give suggestion whether or not to approve the dispatch of job.

CONSTRAINTS

• The BPO require a computer (FTP) to submit their information.

• Although the security is given high importance, there is always a chance of

intrusion in the web world which requires constant monitoring.

• The user has to be careful while submitting the information. Much care is
required.

ASSUMPTIONS AND DEPENDENCIES

• The organization and client must have basic knowledge of computers and
English Language.

• Provide privacy and security for the documents and client information

USECASE DIAGRAM:

The BPO management system use cases are:

Search for client/job
1. Negotiate the project
2. Upload input data
3. Perform required conversion
4. Quality Check
 5. Shipment
6. Payment

ACTORS:
Actors are as follows:

1. BPO Organization
2. Client

ACTORS DOCUMENTATION:

1. BPO Organization:

 Searching the client

 Downloads the input document
 Views images and enters data in accounting package
 Checks the quality or images, output of operators
 Uploads the output to the clients

2. Client: Clients can scan documents from multiple locations and an

automatic uploader module that can be scheduled automatically uploads the
documents.

USE-CASE NAME: Search for client/job

BPO organization searches the outsourcing job.
USE-CASE NAME: Negotiate the project
Once job has been found then negotiate with the client for doing that project.
USE-CASE NAME: Upload input data
After finalizing the negotiation client uploads the input to the BPO organization
through FTP
USE-CASE NAME: Perform required conversion
BPO organization starts the required conversion process.
USE-CASE NAME: Quality Check
 This usecase is used to ensure that the quality of the product. Randomly audits the
outcome of the project to ensure the quality. This process is continued until we achieve
the required quality.

USE-CASE NAME: Shipment

After QC, upload the output to the client.
USE-CASE NAME: Payment
Get the payment for the project from client

UML USE CASE DIAGRAM

search for job/client

negotiate the project

upload input data

BPO Client
Organization
perform the required
conversion

QC

shipment

payment
ACTIVITY DIAGRAM:

Activity diagrams are graphical representations of workflows of stepwise activities and

actions with support for choice, iteration and concurrency. In the Unified Modeling
Language, activity diagrams can be used to describe the business and operational step-by-
step workflows of components in a system. An activity diagram shows the overall flow of
control. An activity is shown as an rounded box containing the name of the operation.
This activity diagram describes the behaviour of the system.
 Search
for job

Negotiate process
with client

Not satisfied
Satisfied
Send Feedback
Upload
& quit
the input

Perform
conversion

BPO: Perform
QC

Is any error?

Yes

No Perform
rework

Shippment

Client:
Perform QC

Is any defects Send

Yes feedback
No
Estimate the
amount

Settle the
amount

ACTIVITY DIAGRAM FOR BPO MANAGEMENT SYSTEM

UML CLASS DIAGRAM:
The UML class diagram is to illustrate class interfaces and their actions. They are used
for static object modeling, we have already introduced and used their UML diagram
while domain modeling.

UML CLASS DIAGRAM

 UML SEQUENCE DIAGRAM:

A sequence diagram illustrates a kind of format in which each object interacts via
message. It is generalize between two or more specialized diagram.

: Process
: Client
UI(Internet
: BPO
Explorer)
Organization
Search for job/client

Negotiate the project

Finalize the negotiation

Upload the input data

Perform requ ired process

Final output

Shipment

Settlement

SEQEUENCE DIAGRAM
Communication diagram illustrate that object interact on a graph or network format in
which object can be placed where on the diagram. In collaboration diagram the object can
be placed in anywhere on the diagram. The collaboration comes from sequence diagram.

3: Negotiate the project

8: Shipment

: Client

: BPO 9: Settlement
Organization 5: Upload the input data
4: Finalize the negotiation
6: Perform required process
1: Search for job/client
2:
7: Final output

UI(Internet : Process
Explorer)

COLLABRATION DIAGRAM
 DEPLOYMENT DIAGRAM

Deployment diagrams are used to visualize the topology of the physical

components of a system where the software components are deployed.

DEPLOYMENT DIAGRAM

CONCLUSION:

Thus the mini project for BPO management system has been successfully
executed and codes are generated.