Question

Dell

In January 2006, Dell, the world’s largest computer maker, announced plans to setup its fourth call center in India. The company already employs over 10,000 people in its Indian call centers, which provided a telephone help desk service to its many thousands of customers around the world. Like many other Western companies, Dell was attracted to India by the abundance of low-cost English-speaking workers, many of whom are well qualified and highly IT literate. Locating call centers in India sounds like a good deal all round. Customers get access 24 hours a day, 7 days a week wherever they are in the world, companies are able to reduce costs, and workers in a developing country get jobs.

However, not everyone is happy. Niels Kjellerup, Publisher and Editor of The Call Centre Managers Forum, an online chat room for call center managers, argues that the rush to outsource customer contact operations to cheaper locations has resulted in the worst of management practices in US and UK call centers being exported as ‘World Class Call Centre Practice’ in countries like India. He says that too often what is seen in India is bad customer service delivered cheaply. He claims that many Indian call centers are run as sweatshops with intelligent people being treated like cattle. Call center managers with little or no previous experience adopt ‘idiotic vendor measures’ such as ‘how many calls’ and ‘how short’, which simply result in the delivery of poor levels of customer service.

Agents are required to work nine and a half hours a day, but typically work anywhere from 12 to 16 hours. Processing 28 calls an hour is mandatory. Another target is to ensure that no customer calls back within seven days. The informant claimed that there are few, if any allowances for time off, even for doctor visits, sick days or handling family emergencies.

Question 1 (, maximum 300 words)

When a business expands its operation into other countries, the impact of globalization on human resource development and management is significant.

1. What role does HRM play for Dell? Support your answer with examples.
2. Discuss the obstacles that Dell faces for survival and success due to globalization. Support your answer with discussion and relevant example.

Answer 1

Answer:-

A)

HRM is one of the most significant offices in any association. Profitability of the workers legitimately influences organization benefits and this efficiency is significantly reliant on representative fulfillment. At Dell, it is unmistakably observed that the representatives are not treated appropriately. They are unmistakably exhausted. Because of the expansion working hours and substantial work desires the representatives are working ineffectively, simply racing to arrive at the finish of the steers race.

HRM at Dell would assist with recruiting the proper up-and-comers and afterward create them to work as indicated by the organization necessities. HRM would likewise assume a pivotal job in the association to screen workforce and ensure that they are not overemphasized. Some other representative needs like wiped out leaves, clinical offices will likewise be dealt with, this will thus give worker fulfillment and henceforth expanding their efficiency.

HRM can likewise help in setting up fixed call hours and choosing standards how the calls ought to be replied.

B)

The obstacles looked by Dell are extremely evident that the worker working hours are not pre-chosen additionally the representatives are simply worried about the quantity of brings in a particular time, which is bringing about poor degree of client support. The barricades to organization's prosperity are the wasteful representatives, who can't work successfully because of absence of an appropriate models of activities. Inatio

In spite of these obstacles the organization is doing acceptable due to globalization. India is a creating nation, and because of accessibility of workforce in enormous numbers the expense of gaining workforce is truly low. This is drawing in a great deal of worldwide organizations to move its activities to India so as to get minimal effort work.

For example:- Dell gets knowledgeable English-talking individuals at extremely minimal effort and at adaptable working hours in light of the high joblessness in the nation.

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