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The assignment 1 is to discuss the best IT/IS practices of the company(s) that you have visited.


eTelecare Global Solutions- is one of the largest and fastest growing business process outsourcing companies in the world, with 15 contact centers across four regions, and more on the way. eTelecare manages programs through contact centers in the U.S.,the Philippines, Nicaragua and South Africa with more than 14,000 employees. eTelecare team is a full service provider of complex customer care, sales, technical support and back office services through voice, chat and email. Whether in English or Spanish, onshore, offshore or near-shore, we support numerous programs on behalf of major corporations across a wide variety of industries.

1.Secured Network Infrastructure- eTelecare Global Solutions make it sure that the company offers the latest innovative system to deliver high quality for their clients. The company valued their clients demand a lot, that is why they company give the best services that satisfies their clients. The company use a secure, reliable, full voice-over-internet-protocol (VOIP) network infrastructure that seamlessly connects other company owned centers worldwide. It optimistically boost up the confident of the client if client's data are secured from the inside and outside force by providing the best class security solutions in which proudly flaunted by the company. Company's multi-faceted approach to data security includes Global Security Policies based on the ISO17799 framework, penetration testing, firewalls and intrusion detection systems. All of this is monitored for maximum uptime via state-of-the-art network management systems and scheduled security audits. Thus, eTelecare company offers a world-class, highly reliable network.

2.Advance Call Recording Platform- company use an award-winning call recording platform for capturing, recording and logging both voice and data interactions for calls. This technology provides the ability to gain valuable insight into the customer's interaction that can help improve performance for transaction and queries.

3.Advanced Workforce Management Software- company utilize these advance workforce management software from Aspect Software. This allowin the company to create optimal agent schedules to meet service levels, while also accommodating employee schedule preferences. Monitoring adherence, intra-day trends, and other key metrics in real time; provide conditioned forecasting for effective planning; and allowing agents to have more control over their schedules, lead agent's morale high and reducing agent's turnover.

4.Real-time Communication- the company offering a real-time and historical call detailed reports that meet day-to-day business needs and also conveying. Quality Assurance, Workforce Management, and Training.

Link: http://www.etelecare.com/
Office: G/F Plaza de Luisa Complex, 140 R. Magsaysay Avenue[/color]

Maryknoll Drive, Sasa
Davao, Davao Del Sur 8000
082 235 2551[/color]

Company Profile:

Lapanday Foods Corporation is known today as one of the leading fresh produce growers and exporters in the Philippines; but years ago, its beginnings were planted in a small seed. On three parcels of land near Davao City, banana farms had flourished in the 1970s but had become virtually abandoned in the 1980s as world oversupply depressed banana export prices. Luis F. Lorenzo, Sr., whose family had deep roots in Mindanao, looked at these lands and saw the opportunity amid the challenges. The Lorenzos acquired the Guihing, Lapanday, and Cadeco farms from the Ayala-Aboitiz group in 1982.

The early 1980s were turbulent times in Davao, which was then the site of armed conflict between the military and the communist insurgents. The Lapanday farms were unfortunately caught in the crossfire. In spite of the threats, the Lorenzo-led management focused on turning the business around and working with the farm managers and workers to hurdle the operational and labor problems. Eventually, with the advent of the Aquino administration and the formation of the Lapanday Labor-Management Cooperation Council, the agitation and violence gave way to peaceful and profitable agricultural operations.

The Lapanday farms, and eventually the Lead Export farms (composed of Farmingtown, Evergreen, and Delta), produced and packed Cavendish bananas for Del Monte. Two other farm groups acquired later – Malalag Ventures Plantation in 1992 and Tortuga Valley Plantation in 1993 – became growers for Unifrutti / Chiquita. The confidence given by these international brands attests to the export quality of Lapanday-grown bananas.
1997 was the turning point that marked Lapanday’s expansion from being a grower and packer for multinational brands to being a respected exporter and regional produce supplier in its own right. The first Philippine brands of fresh fruit were introduced to the global market – “Mabuhay,” “Estrella,” and “Aloha” – all grown and packed in farms owned and managed by Global Fruits Corporation, a fully owned Lapanday subsidiary. As it continued to integrate forward, Lapanday established Davao Cold Storage Corporation, Fresh Asia Produce Company International Corporation, Mindanao Fresh Produce Services Corporation, Lapanday Packaging, Inc., and Lapanday Diversified Products Corporation to strengthen its supply chain.

Lapanday Foods Corporation is an integrated grower, packer, and shipper of premium-quality tropical fresh produce.

Our production operations are based in the Philippines, where we have built on more than 30 years of experience as a grower and supplier of export-quality Cavendish bananas to multinational marketing companies. Moving forward, we have carefully developed our organization, upgraded our facilities, and invested in technology in pursuit of our vision to be "The Fresh Produce Company of Choice in Asia."

We continue to be a reliable supplier of bananas while we strive to gain markets for other fruits and vegetables sourced in the Philippines and abroad. Our international networks deliver our products to more and more buyers in the Asia-Pacific and Middle East regions, where our brands are increasingly being recognized for freshness, quality, and added value.

Best IT/IS Practices:

1.Biometrics- The device to use in checking for attendance of the employees is the Bar Code Attendance System. The bar code can be seen in their ID. Every time they swipe their ID it will automatically be recorded their time In or Time-out.

2. IT Infrastructure- Building an infrastructure management environment that reduces IT complexity, automates and supports desired performance and service availability levels, and resolves problems to ensure business continuity.

3.Decrease business risk- solve complex business challenges today with SAP, with 30 years of experience working with organizations of all sizes in more countries than any other vendor.

4. Increase organizational productivity- It provides us with a complete set of productivity and information management tools to accomplish routine tasks quickly, effectively manage customer and contact information in one place, produce professional-quality marketing communications and campaigns in-house, and simplify database creation and reporting.

5. Reduce operational costs- Reduce costs through increased flexibility - use of enterprise services architecture to improve process standardization, efficiency, and adaptability.

6.Increase service quality-

7.Reduce downtime

8.Increase business planning

9.Increase the value of IT to the business

10. Support of its business processes and operations

11. Support of decision making by employees and managers

12. Support of its strategies for competitive advantages.