multiculturalism in a bpo
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MULTICULTURAL IMPACTS
ON PEOPLEWORKING IN A
BPOBY:-
ANKITRAMANDEEP
RUCHIKASAURAV
SHRADHA SHWETA
SUMEDHA VRINDA
UDIT
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• Understanding the term ‘CULTURE’
• Concept of ‘MULTICULTURISM’
• Why do we need to study Multiculture in a workplace
• Advantages & Disadvantages of working in a Multicultural Environment
• Challenges faced by people in a multicultural organization
• BPO Industry in India
• Facts & Findings
• Conclusion & Recommendations – Multiculturism in Convergys
TOPICS
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UNDERSTANDING THE TERM ‘CULTURE’
• It is an interwoven system of customs, morals, traits, traditions and values shared by a group of people or a society
• It provides people with a common heritage, and it links them through shared experiences and joint learning
• Cultures exist on scales both large and small, extending from countries and regions
• Cultures provide people with a sense of self-identity and community, and they greatly influence actions within the workplace
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• Low-Context Cultures-People raised in low-context cultures tend to be very literal – focusing on the spoken word -- and they’re more often analytical and action-oriented
• High-Context Cultures-High-context cultures tend to be more contemplative and intuitive, and people raised in such cultures often treat time as an endless resource
• Putting Them Together in the Workplace-
In today’s global economy, people from both low-context and high-context cultures are interacting in multicultural workplaces
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CONCEPT OF MULTICULTURISM
• Multiculturalism relates to communities containing multiple cultures
• Multiculturalism is characterized as a feel-good celebration of ethno cultural diversity, encouraging citizens to acknowledge and embrace the panoply of customs, traditions, music, and cuisine that exist in a multi-ethnic society
MULTICULTURISM
Descriptive
Normative
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Caste & communitiesSCs, STs,OBCs
Religions
Language based identities
Regional/State wiseIndian
Multiculturalism in an Organization
INDIAN MULTICULTURISM IN AN ORGANIZATION
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WHY DO WE NEED TO STUDY MULTICULTURE IN A WORKPLACE
• Changes in the working environment
• To make the best use of different skills and knowledge
• To maximize the potential of the workforce
• To reduce the grievances among the people
• To make people understand the value of organizational goals over individual goals
• To bring cohesiveness among the people
• To make people understand the values and beliefs of other cultures
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ADVANTAGES OF WORKING IN A MULTICULTURAL ORGANIZATION
• Cultural Awareness
• Service Coverage
• Employee Relations
• Sharing of Knowledge and Skills
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DISADVANTAGES OF WORKING IN A MULTICULTURAL ORGANIZATION
• Communication Issues
• Integration Issues
• Trust and Faith
• Attitude Issues
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CHALLENGES FACED BY PEOPLE IN A MULTICULTURAL ORGANIZATION
• Physiological & Demographical
Differences
• Stereotyping Issue
• Behavioral Differences (Attitude)
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BPO INDUSTRY IN INDIA
• BPO stands for Business Process Outsourcing
• It is contracting of a business task to a third party service provider
• Started in late 1980s in India and now it has evolved as one of the main resource for employment
• Process improvement and efficiency, Cost savings, Improved quality, Cheap labor, Building business value and strategic differentiation are some of the main objectives of BPO in the current market
• BPO industry is one the main promoter of a Multicultural environment in today’s economy
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FACTS
AND
FINDINGS
The following survey has been recorded and analyzed on the basis of responses received from 40 respondents, who had worked or are currently working in the BPO industry
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Have you ever worked in a team where in your team mates belong to
a different culture?
Yes No
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How do you consider working in multicultural environment?
GoodBadCan't Say
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Have you ever felt bad because your senior has taken a decision due to
cultural biasness?
Yes No
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Have you ever got into an argument with any of your group member due
to cultural differences?
Yes No
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Do you hesitate while communicating with your group member because the other person does not
belong to the same gender, religion or place?
Yes No
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Do your company’s policies consider the diversity relative to job position, racial/ethnic diversity,
gender or other multicultural factors at the time of hiring?
YesNoCan't Say
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Have you ever attended any session organized by your company to make employees understand the
concept of multicultural environment?
Yes
No
No such sessions organized
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Do the books, newspapers and publications in your office’s waiting area reflect multiculturalism?
YesNoDon't Know
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Do the cafeteria in your office offers food and beverages from different cultures?
YesNo
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1 2 3 4 5
02468
101214161820
On a scale of 1 to 5 ; 5 being the highest value, how do you rate your organisation as a multi-
cultural workplace?
Ratings
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CONCLUSION AND
RECOMMENDATIONS – ALONG WITH A
STUDY ON MULTICULTURISM IN
CONVERGYS
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MULTICULTURISM IN CONVERGYS
• Adoption of Multiculturism - AGA
• One of the key ingredient to make a position in the Indian Market
• To earn more profits by adopting multicultural friendly policies
• To device suitable products and services that are required in a huge diversity market like Indian Market
• To reduce the poverty by giving opportunities by employing people from minorities
• Organizing sessions and team building activities to bring a sense of cohesiveness in the people working in the organization
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BEST MULTICULTURAL ORGANIZATION
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THANK YOU