Infrastructure Considerations and Challenges

I learned that there are 4 varieties of infrastructure and these are:

• Hardware infrastructure 
• Software infrastructure 
• Knowledge infrastructure
• Training and support infrastructure

Hardware Infrastructure

We need to consider in hardware infrastructure underlying the BPO project of whose systems to use.

Despite this common circumstance, the decision to use the vendor’s hardware system should not be based on technology maturity alone. Buyer and vendor must also consider other factors when determining whether to shift processes to the vendor’s hardware.

There are also three critical considerations regarding with the decision of whose system to use.

• Intent of the BPO agreement 
• Buyer’s interest in developing and retaining new capacities 
• Location of the systems

Outsource primarily to save costs should leverage the vendor’s systems. BPO buyer’s interest in developing and retaining new capacities in the outsourced process is “of whose hardware to use in the BPO project”. When a BPO buyer decides to use the vendor’s hardware, that hardware is often located off the buyer’s site.

There is a need to Conduct an Infrastructure and Architecture Audit for us to be able to imply the following:

Avoid needless duplication of systems and services.

Pinpoint gaps in infrastructure capability.

Ensure infrastructure/business alignment.

Ensure adequate scope of information technology (IT) components to accommodate service enhancements.

Assess security issues associated with data and knowledge sharing over networks.

Re-engineer processes that are obviously inefficient or anachronistic.

Software Infrastructure

I learned that if there is a greater gap between buyer and vendor software maturity, the greater the challenges in database integration and data sharing. It is reasonable that the burden will be on the vendor to manage database integration.The cost, however, is likely to be borne, at least in part, by the buyer.

Knowledge Infrastructure

Knowledge infrastructure refers to the practical application of the analyzed data and information.

I also learned what is the difference between Data & Information and Knowledge. Data and information are generated by raw transactions. Knowledge is generated by analysis and reflection on aggregated transactions.

Training and Support Infrastructure

In developing a BPO-related training and support, there are factors that organizations need to consider:

• Developing a clear set of standard operating procedures (SOPs) 
• Training programs that revolve around the SOPs 
• Conducting multiple training sessions: 
• Train in a group setting. 
• Train while working alongside employees during their workday. 
• When answering questions, always refer back to the SOP. 
• Final training should be completed after 60 days (refresher). 
• Not taking training lightly