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Last updated on 2024年7月22日

How would you navigate power dynamics between onshore and offshore teams to prevent conflicts in a BPO setup?

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When dealing with Business Process Outsourcing (BPO), the collaboration between onshore and offshore teams is crucial. BPO refers to the practice of contracting various business-related operations to third-party vendors. Effective navigation of power dynamics is essential to prevent conflicts and ensure a harmonious working environment. Understanding the cultural and operational differences between teams can lay the groundwork for a successful partnership. It's about finding balance, fostering mutual respect, and ensuring that all team members feel valued and heard.

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Subramanian Arumugam

Seasoned Hotelier||Hotel Finance||Audit||Cost Management||Business Analytics||
Prakash Kuppuswamy

Head of GBS for India @ Teva Global Business Services | CA

1 Recognize Diversity

Recognizing and embracing diversity is the first step toward harmonizing onshore and offshore teams in a BPO setup. Appreciate that each team brings unique perspectives and strengths to the table. Cultural sensitivity training can help team members understand each other's backgrounds, reducing the likelihood of misunderstandings. Encourage open communication and create a platform where everyone can share their views. By valuing diversity, you create an inclusive environment that leverages different viewpoints for innovative solutions.

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Subramanian Arumugam

Seasoned Hotelier||Hotel Finance||Audit||Cost Management||Business Analytics||
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Define clearly the roles and responsibilities of both the onshore and offshore teams. Establish SOP for all the processes and ensure, which have been followed by all. Effective communication among them by way of regular meetings and effective usage of communication tools. Organize team-building activities with both on-shore and off-shore teams. Recognize and reward the contributions of both teams fairly and transparently. Provide training for managers on how to handle multicultural teams and navigate power dynamics effectively. Encourage open feedback from both teams and work on it. Provide cross-training which helps both teams to understand the roles and responsibilities of each team member.

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Prakash Kuppuswamy

Head of GBS for India @ Teva Global Business Services | CA
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Understanding each other strengths and capabilities and make best use of them to create the RACI and work together for betterment of the process. The purpose should be to make the process simpler and efficient and owning specific parts of the process would give both the parties the ownership to excel than confront.

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Chege Antony

Digital Economy Careers Design & Co-Creation | Youth & Social Impact Programs | Agribusiness | Virtual Assistant | Web & Graphic Designer | YALI Fellow
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Clearly define the roles and responsibilities of both onshore and offshore teams to avoid overlap and confusion. Document processes and workflows to ensure everyone understands their tasks and how they contribute to the overall project. Acknowledge and celebrate the contributions of both onshore and offshore teams equally. Provide equal opportunities for professional growth, training, and career advancement to both teams.

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2 Establish Equality

To prevent conflicts in a BPO setup, it's important to establish a sense of equality between onshore and offshore teams. Avoid creating a hierarchy where one team feels superior to the other. Ensure that both teams have equal access to resources and opportunities for growth. Implementing a transparent communication system where everyone's input is valued can help reinforce this equality. Regular team-building exercises that involve members from both locations can also strengthen bonds and promote a sense of fairness.

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Prakash Kuppuswamy

Head of GBS for India @ Teva Global Business Services | CA
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Equality should not be on what we gain from the other rather than what we give to each other. Experience of process and knowledge of years of work of onshore combined with energy, enthusiasm, newer skillset and commitment of offshore will help to prosper. Equal contribution to the process enhancement and improvement is the key.

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3 Set Clear Roles

Clarity in roles and responsibilities is critical in managing power dynamics. Clearly define what is expected from each team and individual. This prevents overlap and confusion, which can lead to tension between onshore and offshore teams. Regular meetings where roles are reviewed and adjusted as necessary can keep everyone on the same page. By setting clear expectations, you ensure that each team member knows their contribution to the project, fostering a sense of responsibility and ownership.

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Prakash Kuppuswamy

Head of GBS for India @ Teva Global Business Services | CA
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Clear roles and responsibilities combined with clear process handover at each stage and combined ownership for success. Both to be ready to challenge and push each other

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4 Encourage Collaboration

Encouraging collaboration between onshore and offshore teams can help navigate power dynamics effectively. Use technology to facilitate real-time communication and shared workspaces. This fosters a collaborative environment where ideas can be exchanged freely, and team members can work together towards common goals. Recognize collaborative efforts and highlight the successes achieved through joint work. This not only prevents conflicts but also builds a strong, united team.

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5 Provide Support

Providing adequate support to both onshore and offshore teams is vital in a BPO setup. Ensure that team members have the necessary tools and training to perform their tasks efficiently. Offering support in terms of career development and personal growth can also help in balancing power dynamics. When team members feel supported, they are more likely to engage positively with their counterparts, reducing the chances of conflict arising from feelings of neglect or underappreciation.

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6 Resolve Conflicts

When conflicts do arise between onshore and offshore teams, it's important to resolve them swiftly and fairly. Implement a conflict resolution process that is impartial and respects both parties' viewpoints. Encourage open dialogue and seek to understand the root cause of the conflict. By addressing issues directly and constructively, you prevent them from escalating and maintain a positive working environment. This approach shows that all team members are valued, regardless of their location.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Asad Mukhtar

Finance Business Partner at Unitas Integra with expertise in Financial Modeling
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Fostering mutual respect is key to managing power dynamics between onshore and offshore teams in a BPO setup. Make sure both teams see each other as equal partners. Regular team-building activities and joint projects can help build trust and understanding. Recognize and celebrate the achievements of both onshore and offshore teams equally. This shows that everyone's contributions are important and helps create a more cooperative and respectful working environment.

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How would you navigate power dynamics between onshore and offshore teams to prevent conflicts in a BPO setup?

1

2

3

4

5

6

7

1 Recognize Diversity

2 Establish Equality

3 Set Clear Roles

4 Encourage Collaboration

5 Provide Support

6 Resolve Conflicts

7 Here’s what else to consider

Business Process Outsourcing (BPO)

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How would you navigate power dynamics between onshore and offshore teams to prevent conflicts in a BPO setup?

1

2

3

4

5

6

7

1 Recognize Diversity

2 Establish Equality

3 Set Clear Roles

4 Encourage Collaboration

5 Provide Support

6 Resolve Conflicts

7 Here’s what else to consider

Business Process Outsourcing (BPO)

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