Critical analysis on work process of ServicEngine Ltd.

Abstract

This Report is prepared as per requirement of the internship phases of MBA program of BRAC University. The study is based on the problem statement, “Critical Analysis & Work Process of ServicEngine Ltd.” The main objective of the report is to find out the work process which followed by ServicEngine Ltd. This report starts with a general introduction of “ServicEngine Ltd.” as well as its mission Vision Product & Service detail. Then this report proceeds onto the brief discussion of my Job description part where I provide the information regarding responsibilities of the jobs, Different Aspect of Job performance and about my critical observation and recommendation. My job in ServicEngine Ltd. is to check the call quality assurance. Then in the analysis part of the report, I discussed the work process of my team describing the different steps of it. The steps are Finding the errors by listening calls, make CQ (Call Quality) report, input errors in Google drive, make weekly report called Agenda, System Monitoring etc. And in the conclusion part I conclude the report with some important brief point that ends up the report with future enlighting. Finally, I suggested some scopes of improvement in the critical analysis of SEBPO(ServicEngineBPO