[kictanet] Day 5 of 10- BPO Discussions, HR Issues

[Sam Aguyo]

Hello,


I mentioned
earlier that we should not be reactive to issues that are long term like
education.  Recently, an institution
changed its name to one that is indicative am left wondering what will happen
when the trend changes in future that  will render such non consequential, will we change the name again?.  Jog up your mind, we have technicians who
were trained on fixed telephony, when cellular came, are they still relevant?
 
When we talk of
HR it is long term therefore narrowing it down (read BPO training) in our
institutions would be very short term, am wondering whether we really need to
call it BPO training that lasts four years at the university/college graduate
with a certificate look for a job in the market!
 
Am a consumer of
services, when I call a provider for service, my primary concern is whether my
problem has been solved by the person I spoke with, not the accent.  I will be so dissatisfied if the fellow
speaks very well but no problem sorted out.  For this fellow to sort out my problem, she/he needs to understand in
detail – technology, culture and the business environment of the institution he
is representing.  
 
What is critical
for us is to come out with basic principles like the accountants have – asset and
liabilities, credit and debit, we can copy the same. This can be taught to the
young souls at different levels so that they grow with it.  Meaning if one is a practising accountant,
there is no problem keeping books for a one man outfit, a multinational, an NGO
or a church.  In the same way outsourcing
for a Japanese, Korean, Kenyan or Tanzanian companies 
 
In short term,
we need to carry out an audit of the requirements of the sector, the likely
markets, there needs against the sort of personnel we have.  If there is a shortfall, such institutions as
MMU and what the BPO society has can be used to train.  While in the long run, we need to work on our
curriculum to develop graduates who are multi dimensional. 


Sam 



      
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