The coffee urn was nearly empty and the team was still knee-deep in problems. Mr. Singh was trying to export data from his CRM solution and other systems into an excel spreadsheet to create a report that would offer analytical insight into the performance of his team and its members. Mr. Singh was the leader of the largest team working on an all-important business process outsourcing (BPO) project, and he was in desperate need of concise, clear information. The reports he needed would, in all likelihood, determine the success of the project (and whether he got the promotion he wanted) and dictate whether his team, and the organization for whom they worked, would be granted another project by the same, lucrative, client.
Mr. Singh’s team had performed admirably on their first BPO outing for this client but in order to seal the deal and get the repeat business, they had to illustrate that the team met the project deadlines and worked within the budget. The team had to produce a report that illustrated that the project outcomes were delivered within the quality standards guaranteed by the Service Level Agreement (SLA). In addition, Mr. Singh had to demonstrate that each team member abides by quality standards and performed within established guidelines, and that there was an improvement in the client’s sales performance.
