IT Enabled Services - Business PlanBusiness Entity: Nortica ITES

Headquarter: Tallinn, Estonia, EUPrepared By- Kaushik

For the course of CB-002

We provide turnkey solutions to all the industries who outsources their support activities (for cost effectiveness) to concentrate more on their core business like Healthcare, Telecom, General Insurance, Banking, HR, Payroll Processing, Accounts receivables, Retail, Communications, Financial services and many more.

Our range of services includes Document Management, Customer Help Desk, Contact Center Solution, Collections, Coding, Outbound Support, Back Office Support, Software Solutions and more.

Save Time, Earn MoreNortica ITES

Management context analysisContext analysis is a method used to analyze the internal ecosystem in which an business operates. The resolution of this breakdown is to make sure a venture is up-to-date by all of the background factors that might touch its execution and sustainability.Here in this institution we have considered the External and Internal Context for this analysis. After analyzing the PESTLE & Market factors we have come in a point to specify the location needs of this organization. After that we have considered the internal company objectives & capacity to develop the standard operating procedure for this.

Here in this institution, there will be some different teams primarily operation site would be Tallinn, Parnu Mnt. One team will lead the business development part another team will be responsible for overall operational activities. Besides this there will be some support lines like IT, Administration and HRM.

According to the business demand this combination will be re-modified time to time and may introduce other teams as dynamically.

Business Objectives:

Reach break-even by first year Inaugurate long-term contracts

with at least four clienteles in first year

Form minimum 99% customer satisfaction rate to system long-term dealings with our clienteles and create word of mouth promotion, so that at least 40% of our client base is recurrence business.

To make available the best service accessible to the community at an reasonable price from the very beginning

Establishing a brand identity and generating brand recognition through marketing in some business forum through the year.

Mission

Being the market leader within next 5 years in this sector in Estonia and of course create Nortica ITES as a brand so that this business can play a vital role to this ongoing technological race.

To set an image so that the purchasers select us for their users, employees feel proud as well investors feel secure to invest and live long.

Scope of Services

Voice Processes: » Customer Service » Retention / Cancellations » Tele-Sales » Order Taking » Appointment Setting » Lead Generation » L0 / L1 / L2 Technical Support » Infomercials » Direct Response » Customer Loyalty Programs » Call Quality Audit Program » Market Research & Surveys

Non- Voice Processes: » Order Processing » Billing » Transcription » Customer Service - Email / Chat

based » Technical Support - Email / Chat

based

Market Segmentation

Business Processes

Inbound & Outbound

Generate sales leads

Set appointments

Market research

Data Entry Services

Seminar and conference invitations

USP (Unique Selling Point) of NorticaAt Nortica ITES, we focus on given that business-centric brilliances to clients over and done with various domains expertise and advanced technologies which confirm the best consequences.

Listed benefits will be gained by the clients: Scalable solutions Smooth, efficient and predictable functioning operations with no

unanticipated events Improved process management and effectiveness Reoriented operations that are based on changes in business focus and

strategy

Transparency and efficiency: our keywords Reduced risk and improved

quality High yields on investments Reduced operating cost and

time Boosted productivity of agents Business Process Management Amplified client satisfaction

Approach towards business: Service based approach Process flow Transition management Technology

Sales Strategy

Nortica will be focusing on leveraging its employee's established reputations and contacts in the telemarketing industry to generate contracts. We also understand that we may need to lower costs in our first couple of years in order to attract new customers and close deals.

Besides this, we have some contacts in Philippines, Bangladesh, UK, USA and Indian Market which will help us to make close deal based on commission.

Sales Forecast

Sales are based on the various indenture projects we antedate gaining in the several market fragments. Returns are based on average costs per project/contract based on expected time and involvedness of contract desirable and unrevealed profit margin. The company does not have any significant direct costs of deals.

Financial Plan

Our financial plan forestalls one year of negative profits as we gain sales volume. We have budgeted enough investment to cover these losses and have an additional credit line available if sales do not match predictions.

Microsoft Excel Worksheet

Important Assumptions of Financial AnalysisPlan Month Year -1

Current Interest Rate 7.00%

Long-term Interest Rate 14.00%

Tax Rate 30.00%

Other 0

Primary Investments Amount

Office Rent & Contact €

1,080.00

Office Set-up & IT Set-up €

8,680.00

Salary of Employee (One Month) €

2,750.00

Grand Total €

12,510.00

Break-even Analysis

Our break-even analysis is based on the assumptions that our gross margin is approximately 100%. In other words, we will have insignificant direct cost of sales. Since each contract will be of different scope, length, and complexity, it is difficult to assign and average per unit revenue figure. However, it is conservatively believed that during the first three years, average profitability per month per segment will be moderate. This is because we will be dealing with smaller companies at first that have smaller contracts. We expect that about three ongoing contracts per month will guarantee a break-even point.

Demo Work:https://www.youtube.com/watch?v=9oC_wvQkwW8

Business Category: STANDARDIZED COMPANY

Legal form: Private Limited Company (osaühing or OÜ)

Paid-in minimum capital requirement: EUR 2,500

City: Tallinn

Why Estonia: http://www.doingbusiness.org/da

ta/exploreeconomies/estonia/starting-a-business/

Responsibility Description of Manager

Think Strategic Big Picture Perspective:

• Understands the process & functions vision & has the ability to translate the same to the team • Demonstrates an understanding of the impact of team's performance on process/project objectives• Reviews own actions against the process objectives• Identifies long term issues, problems or opportunities for the team

Business Acumen:• Appreciates the inter-dependencies between teams/functions• Suggests solutions based on inferences from the data• Demonstrates expertise in functional knowledge • Demonstrates functional expertise to coach/mentor peers/team members

Drive Results Accountability:• Analyzing team performance; identifying plans for improvements; and maintaining a track of the same.• Implementation and familiarization of IT Policies and processes • Conduct One on One to improve performance

Problem Solving & Decision making:• Is able to identify problems and take decisions independently• Provides solutions to individual and organizational problems• Address disciplinary issues and conflicts, advise business owners on the right process while handling such issues• Effective implementation of Corrective Action Policy• Be an expert counselor

Planning & Organizing:• Sets tasks and activities in order of importance • Comes out with new ideas for process

improvements to enhance employee engagement• Responsible for preparation of process budget

and manpower.• Follow up on skip level actionable to closure• Manages the Rewards & recognition program to

improve engagement Directing & Monitoring:• Setting realistic targets, monitoring & taking corrective

steps for the team• Ensure all IT policies and procedures are implemented

consistently and fairly• Reviewing all trackers, dashboards regularly

Partner with Customers

Relationship Building:• Coordinating with the business heads on

updating any process related change that might impact employees and then effectively implementing

• Driving Career progression mechanism for employees through IJPs and internal transfers

Passion for excellence:• Suggesting various practices to improve

IT performance and optimization• Giving appropriate advice to business

leaders for cost reduction and increase of uptime

. Lead People• Managing Self• Identify and participate in

training / developmental programs

• Assumes responsibility for work activities and coordinating efforts

Stirring others & Running teamsTransition Planning: Approachable and supportive

towards the team. Also should have the ability to motivate the team in the right direction to achieve the targets

Works with Cross-Functional Teams to ensure that both internal and external customers needs are met.

Coaches and mentors team members and other employees

Interview candidates to ensure quality of Hire.

Conducting performance appraisals

Identify key people and mentor leaders

Conducting team reviews, submitting progress reports of the team to the stake holders

Designed Motivation Process for the employees': Happy work force = happy customers A positive attitude The right tools and skills for the job Keep things fresh Small ‘quick fix’ prizes Training is always good, it keeps people

up to date and focused on the job Offer a nice clean working environment We all like to be rewarded or praised for

doing it well Use both sides of the brain

Positive immediate consequences A team huddle at the start of the

shift Rewards to share with the family Regular review sessions Introduce color in the work space Need fix-up & Exploring Ways to

Fulfill the Need Consequence Management

Key Performance Indicators:

KPIs for Agent Level Employees Average Speed of Answer Average Handle Time Average After Call Work Time First Call Resolution Customer Satisfaction Occupancy Rate Agent Absenteeism

KPIs for Leadership Level Employees:

Service Level Agent Turnover Rate Workforce Management Forecast Accuracy Hygiene Factors Agent Satisfaction Rate

Expected Leaders in this company:

Strong Language and Communication Skills Competence Thirst for success Keep calm and have Patience Reliability End to end Visibility Strategic Empathetic Attitude to prove own capability, confident in any situation

Organizational Communication Process:

Email Regular CommunicationVerbal

EmailProduct &

Process Update

Verbal

Email Hierarchy wise

Text &

Voice

Formal Meeting

Client Communication

Email

Organizational Structure:

Exec

utiv

e M

anag

er

Operation Manager

CC Agent_X

CC Agent_Y

CC Agent_Z

Office Design:

Thank you for your valuable time.

For further asking: Estonian Entrepreneurship University of Applied Sciences +37256305319 Saha_Kaushik@hotmail.com