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

[Peres Were]

Sam

I agree with you that we need to carry out an audit of the  
requirements of the sector. Kenya  urgently needs to determine the  
current, medium term and long term supply capacity of required BPO  
skills and competencies - in relation to the current AND forecast  
market demand for BPO services.

It is only after this that we can develop a credible framework for  
capacity building.

Peres

Quoting Sam Aguyo <saguyo at yahoo.com>:

> 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
>
>
>
>