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BPO: Endless opportunities for Bangladesh

BPO or Business Process Outsourcing has recently become a matter of great curiosity, and interest as well, especially among the youths in Bangladesh.

According to experts in this arena, BPO is the next significant corner of global business concerning 600 billion dollar annually.
By now, Bangladesh has been able to own a market share of around 180 million dollar. What waits ahead for us is a huge opportunity in BPO industry?

If Bangladesh can cease this opportunity, then BPO, hopefully, will be our second biggest industry in earning foreign currency after the RMG or Ready Made Garment industry.

Countries like India, Philippines, and Sri Lanka have already made their marks in establishing a flourishing BPO industry. Even a small country like Sri Lanka has exceeded 3 billion dollars of earning through BPO.

Such advancement is possible for Bangladesh too - we only need a proper strategy for making that advancement. For that we will need intervention and cooperation from both public and private sectors.

Although it may sound surprising, but more than 110 million of our 160 million people are youth who are under 35 years old. These youths are already using technology in one way or other.

If we compare, in 1970, both Nigeria and South Korea had the opportunity to use similar demographic dividend. South Korea has successfully established itself as an economically powerful country, but Nigeria has failed to do so just because they could not utilize their youth.
Nevertheless, we want to keep faith in our young generation. We strongly believe that they have what it takes to succeed, and they will definitely.

A huge fraction of our educated population is female. Many obstacles exist in their way of getting involved in traditional jobs.

BPO sector has the right characteristics to offer an excellent opportunity for them. BPO entrepreneurs should involve more and more educated women in this industry. Alongside, we also need to concentrate on making internet safer for the women and children.

We visited a number of universities nationwide campaigning through organizing seminars on ‘Career Opportunities in BPO’. The enthusiasm we have noticed among the youth is truly inspiring.

We have noticed that students are highly motivated to be involved in earning right from their student life. After attending seminars, many have expressed their intention to start outsourcing instead of teaching as private tutors.

Some have said that they have been interested in outsourcing for a long time but could not find the right opportunity. Now it is our duty to bring out those right opportunities before our bright young generation.

Among 160 million people of our country, 130 million are active users of mobile phone. Some 60 million of them are connected over internet. They are not only using internet for entertainment purpose, but also they utilizing it for doing creative and innovative tasks.

Popularizing BPO among the youth should be the primary goal of our policymakers at this moment. USA, England and Japan will need 2 million programmers within the next 5 years. But more than 50 percent of their population is above the age of 50 year.

Youth population of these three developed countries is gradually shrinking; will Bangladesh be able to utilize this opportunity? Let us hope that…. We will… Make it happen!!


Modernising the outsourcing business

The job of executives is changing fast, and so is the appearance of their office. In 2020, the CFO's office of a typical global corporation would comprise a wall made of data screens, also known as a data wall. The wall would display recent computed forecasts of financial parameters such as revenue and profit, along with insights about the business. There would also be a hub to monitor the bots performing financial transactions and reporting. Even during the end of the quarter, the staff would not be burdened with work as all the business processes would have been outsourced to one or multiple service providers, and the CFO, in his/her corner office, would be seen immersed in the present and future business matters of the organisation, instead of past issues.

The business process outsourcing (BPO) industry in Bangladesh is growing at breakneck speed. According to Bangladesh's Department of Information and Communication Technology (ICT), the export revenue of the BPO industry has been growing rapidly. At present, the industry employs more than 40,000 educated Bangladeshi workers. The government of Bangladesh has undertaken an ambitious goal of creating 200,000 jobs through this sector by 2021.The good news is that a few globally competitive companies have emerged in Bangladesh in recent years. They have successfully acquired outsourcing contracts from overseas companies and are delivering services from their offshore centres in Bangladesh. These companies will lead the necessary growth to realise the country's national ambition. At the same time, these companies need to get ready for the business of the future.

Modernising the business of outsourcing is going to be the key driver for all leading BPO companies in the world. The outsourcing journey of an organisation starts with outsourcing non-core processes and most large global business corporations have already begun this journey. They are now moving to the next level and are identifying semi-core and knowledge-intensive business processes as avenues for outsourcing. Outsourcing companies in Bangladesh also need to get ready to move up the value chain and acquire capabilities of servicing more complex processes.

Modernising the business of outsourcing would also mean modernisation of the services pertaining to the processes that have already been outsourced. For example, many companies outsource the processes of accounts receivables from their finance function to an identified service provider. Today, a good number of those processes are being performed by computer software-based robots or bots. BPO companies that have acquired the capabilities to deliver services and improve efficiency by using bots will have more luck in having their contracts renewed. In fact, many large outsourcing contracts are evolving into a gain-share partnership where the service provider must improve through automation to deliver business benefits to its customers and remain as a profitable business.

Modernising the business of outsourcing would also mean improving controls within the processes. Traditional ways of outsourcing would require service providers to standardise processes to implement effective control over them. Standardisation would also bring a lot of transparency into the processes. Today, technological advancements have automated several controls. Technology has made controls efficient, consistent and predictable. More importantly, technology has made operational matters of an outsourced service predictable. Today, it is possible to forecast the volume of work on different days and to plan work allocation accordingly. Customers today expect their service providers to have such capabilities.

Most companies have been able to rebalance their resources after successfully outsourcing their internal functions. They have allocated staff to focus more on data and to spend more time on identifying risks and opportunities. For example, staff members in the finance function were given the task of analysing data more frequently and in a more comprehensive fashion once their job on payables and receivables was outsourced. The effective analysis resulted in the improvement of business performance such as reducing working capital requirements, collecting receivables faster and reducing the risk of debtor defaults. Thus, outsourcing certain processes has helped organisations modernise the operational processes that delivered business benefits. Many such companies are expecting to outsource such modernised operational processes. Outsourcing service providers will require the capabilities to deliver such modernised processes and results for their customers. Thus, BPO companies of the future will be recognised by their ability to develop insights for their customers.

Each year, more than 1,000 large BPO contracts get signed globally, according to the independent observing agencies. A good number of such contracts are mega deals—that is, contracts with significantly high value. The contracting trend is moving towards executing a greater number of contracts with smaller contract values. This will help BPO companies in Bangladesh compete effectively in the coming years and also build capabilities and capacities at a realistic pace. Furthermore, modernisation of the existing capabilities will help them get ready for future contracts.

BPOs in Bangladesh have an advantage due to the high availability of workforce. The young population of the country comprises a vast pool of educated youth who are ready for on-the-job training and deployment. A good number of them are fluent in English. However, such skills are unlikely to be sufficient for future service needs. The workforce of the future will be required to deliver services using sophisticated technology. They will also be expected to possess problem-solving skills. The stakeholders responsible for skills development—that is, education providers, policymakers, and vocational training designers—should focus on such requirements and plan for the development of the workforce accordingly.


A List of the Best Business Process Outsourcing Services


Cience is a PaaS (People as a Service) company based in Los Angeles. It has offices in Ukraine and Manila and was established in 2015. Their team of more than 550 employees offers voice services, conversion optimization, and CRM consulting and SI services.

AM Navigator

AM Navigator is a marketing agency based in Stafford, Va. Since 2007, their small team of 5 has specialized in non-voice BPO/Back Office services and digital strategy for a variety of clients.


SalesRoads is a B2B appointment setting and lead generation provider based in Coral Springs, Fla. that was established in 2006. Their team of more than 30 employees offers sales outsourcing and telemarketing services.


Go4Customer is a contact center outsourcing company that is based in Noida, India with other centers in Jaipur, Mumbai, Bengaluru, Chennai, Ahmedabad, and Bhopal, India, South Tiverton, UK, and Houston. Since 2004, their team of over 200 experts have been providing voice/call center services and BPO/back office services. Go4Customer works with different industries including information technology, financial services, and consumer products.


WePay is an integrated payment processing provider based in Redwood City, Calif; they have another office in Providence, R.I. Founded in 2008, WePay has at least 270 employees that provide non-voice BPO and back office services. Clients are in a range of sectors including IT, healthcare, and nonprofit.

Abby Connect

Abby Connect is a virtual receptionist firm in Las Vegas. Established in 2005, the team now has 40+ employees. They provide virtual receptionist and answering services for small businesses and mid-market companies in the financial, legal, and business services industries.


VoiceNation is a live answering service company based in Buford, Ga. with a second office in Atlanta. It was established in 2003 and now employs a team of 50. VoiceNation provides voice and non-voice BPO and back office services.


Invensis is an IT, BPO, and call center services company based in Bangalore, India, with an office in Wilmington, Del. Founded in 2000, Invensis's team of more than 350 employees offer non-voice BPO/back office services and call center services.

Unee Solutions

Unee Solutions is a business process outsourcing firm based in Stafford, Texas with additional assets in India and Israel. They were founded in 2007 and currently have a staff of 125 employees. Unee Solutions' solutions focus on lead generation and include both voice outsourcing and non-voice back office services.

SunTec India

SunTec India is a multi-process IT outsourcing company based in New Delhi, India with an additional office in Laguna Beach, Calif. Founded in 1999, SunTec India boasts a team of over 968 employees who provide non-voice BPO/back office services and voice/call center services.


Callbox is a business process outsourcing company based in Encino, Calif., with offices in Singapore, Ultimo, Australia, and the Philippines. Founded in 2004, Callbox's team of 174 provides voice services and non-voice BPO/back office services.


Upcall is an outbound call service based in San Francisco. It was founded in 2016 and now has a team of around 20 that is exclusively dedicated to providing voice services.


Quislex is a legal services provider based in New York but with secondary offices in Chicago, San Francisco, London, and Hyderabad, India. Founded in 2004, Quislex now features a team of more than 1,000 employees. They provide non-voice BPO/back office services to a variety of clients.


GCS is a multi-channel contact center solutions provider based in Salisbury, N.C., with offices in New York, Boston, and the Philippines. Founded in 2001, GCS' team of 271 employees provides voice services, non-voice BPO/back office services, transcription, and HR consulting/outsourcing capabilities.


Wow24-7 is an omnichannel customer outsourcing company based in Kyiv, Ukraine. Founded in 2016, Wow24-7 provides non-voice BPO/back office services and voice services

Virtual Employee

Virtual Employee is a remote staffing company based in Rockland, Maine, with a satellite office in Noida, India. Founded in 2007, Virtual Employee's team of nearly 700 employees provides non-voice BPO/back-office, web design and development, and mobile app development services.

ARDEM Incorporated

ARDEM Incorporated is a business process outsourcing firm based in Hillsborough, New Jersey with an additional location in India. Established in 2004, ARDEM has over 250 employees. The firm specializes in data entry and non-voice services but are equipped to offer voice call support as well.

Strategic Sales & Marketing

Strategic Sales & Marketing is a lead generation company based in Farmington, Conn. Founded in 1989, the team of nearly 20 offers both voice services and non-voice business process outsourcing and back-office services.


EXL is an operations management and analytics company based in New York, with offices in New Delhi, Noida, and Bengaluru, India, and the Philippines. Founded in 1999, EXL's team of 15,148 employees provides non-voice BPO/back office services and voice services.


Ameridial is a call center agency. They are headquartered in North Canton, Ohio, and have additional offices in Greenville, S.C. and Bangor, Maine. Founded in 1987, Ameridial has about 193 employees that provide non-voice BPO and back office services.  Clients are in the healthcare, nonprofit, and consumer products and services sectors.


Business Process Outsourcing (BPO)

Business process outsourcing, or BPO, is a business practice in which one organization hires another company to perform a task (i.e., process) that the hiring organization requires for its own business to successfully operate.

BPO has its roots in the manufacturing industry, with manufacturers hiring other companies to handle specific processes, such as parts of their supply chains, that were unrelated to the core competencies required to make their end products.

However, organizations in other industries adopted the practice through the years. Now, the use of BPO has expanded so much that organizations of all kinds -- for-profit businesses, nonprofits, and even government offices and agencies -- contract with BPO service providers in the United States, throughout North America and across the world to perform numerous processes.

According to the BPO Services Global Industry Almanac 2013-2022 released in May 2018, the overall BPO Services sector generated revenues of $144.9 billion in 2017.

What BPO is used for

Organizations engage in business process outsourcing for two main areas of work: back-office functions and front-office functions.
Organizations can outsource a range of back-office functions (also referred to as internal business functions) including accounting, IT services, human resources (HR), quality assurance (QA) and payment processing.

Similarly, they can outsource various front-office functions, such as customer relation services, marketing and sales.

Organizations can also outsource specific functions (i.e., payroll) in those areas in addition to outsourcing an entire functional area (i.e., human resources).

Types of BPO

Because companies around the world provide BPO services to other organizations, BPO can be divided into different types based on the service provider's location.

  • Offshore outsourcing, or just offshoring, occurs when an organization contracts for services provided with a company in a foreign country.
  • Onshore outsourcing, or domestic outsourcing, happens when an organization contracts for services provided by a company that operates in the same country as the hiring organization.
  • Nearshore outsourcing is when an organization contracts for services provided by companies based in neighboring countries.

Business process outsourcing is also sometimes referred to as information technology-enabled services, or ITES -- a name that recognizes that IT infrastructure enables outsourcing to happen.


Business process outsourcing is also sometimes categorized by the types of services being provided. The three prevalent categories are:

  • Knowledge process outsourcing, or KPO, in which the outsource service provider is hired not only for its capacity to perform a particular business process or function, but also to provide expertise around it.
  • Legal process outsourcing, or LPO, is a type of KPO that -- as the name states -- is specific to legal services, ranging from drafting legal documents and performing legal research to offering advice.
  • Research process outsourcing, or RPO, another type of KPO, refers to research and analysis functions; biotech companies, investment firms and marketing agencies are among the types of organizations that would engage in RPO for services.

Benefits of BPO

Organizations engage in business process outsourcing because they expect to benefit from the arrangement.

The benefits typically cited by proponents of BPO include:

  • Financial benefits: Organizations often find that an outsourced provider can perform a business process at lower costs, or they often find that by contracting with an outsourced provider they can save money as a result of the relationship in other ways, such as in tax savings.
  • Flexibility: BPO contracts can allow organizations greater flexibility to adjust how it completes the outsourced business process, allowing them to better react to changing market dynamics.
  • Competitive advantage: BPO allows organizations to outsource those processes that aren't core to their businesses or missions, thereby allowing organizations to focus more of its resources on the operations that distinguish them in the marketplace.
  • Higher quality and better performance: Because the core business of BPO providers is performing the specific processes they're hired to do, they are, in theory, able to focus on providing those processes at the highest levels, often with greater accuracy, efficiency and speed.

Risks of BPO

In addition to expecting anticipated benefits, organizations engaged in BPO also take on potential risks and drawbacks. Those potential problems include:

  • Security breaches: Organizations must create technology connections between themselves and their service providers, thereby creating another potential point that could be exploited by bad actors; moreover, organizations often need to share sensitive and/or regulated data with their service providers -- another potential security risk.
  • Unanticipated/higher costs: Organizations can underestimate the price they'll be charged for the work that they're outsourcing, either because they underestimate the amount of the work or they did not calculate or anticipate the full costs of their contracts with their providers.
  • Relationship challenges: Organizations can face communication problems with their outsourced providers or they might find that there are cultural barriers to having a strong business partnership, problems that could hinder hiring organizations from seeing the full benefits of their BPO contracts.

Future directions

The practice of business process outsourcing could be at least partially displaced in upcoming years by technology.

Robotic process automation (RPA) and artificial intelligence (AI) can handle some of the business processes now frequently outsourced, and these technologies can often perform those functions at lower costs and higher speeds.

However, not all processes are easily automated; moreover, a service provider may be in a better position to utilize those technologies to automate its service offerings than organizations are, thereby helping the BPO provider retain its appeal to organizations looking for the best way to handle business functions.


Business Process Outsourcing (BPO) / Knowledge Process Outsourcing
« on: March 30, 2019, 02:30:21 PM »
Knowledge Process Outsourcing

Whereas traditional BPOs have relied on efficiency in low-end processes, to outsource knowledge processing means you demand highly specialized skills and experience.

The widespread success of BPO relations had prompted clients to explore knowledge process outsourcing possibilities in not just the IT sector, but in engineering services, clinical research, web development, and even legal processes.

The Philippines, India, China, and Russia are some of the key players in the outsourcing industry that have proven capable of delivering quality services in these high-end processes.

Outsource Knowledge Processing Services through MicroSourcing

Whereas other KPOs are restricted within a specific field of expertise, we work closely with you to analyze your outsourcing needs and provide solutions in any field necessary. The majority of our current KPO operations involve information technology, creative design, and English language moderation.

Knowledge Process Outsourcing may be packaged through a variety of outsourcing service delivery models depending on your requirements. To find out which of these services best suits you, try our Outsourcing Services Finder.

Knowledge as Capital

Since KPOs utilize knowledge as capital, the value of its sources depends entirely on the depth of knowledge of the given workforce. The ability to make educated insights and effectively manage low-level business decisions are factors that determine a rich knowledge process outsource pool. Our screening process ensures that clients outsource knowledge processing services to an offshore team that will meet these standards and, in time, exceed them.

Why Choose to Knowledge Process Outsource High-end Jobs?
When you outsource knowledge processing processes, you allow yourself to do three very simple and yet critical things:

  • Capitalize on highly skilled overseas workers at the lowest price.
  • Focus on gaining the competitive advantage and increasing shareholder value.
  • Generate more jobs for citizens within the given outsourcing location; the resulting income enabling them as consumers.

Reasons to Knowledge Process Outsource to the Philippines

  • The Philippines has established itself in the global Knowledge Process Outsourcing market as a leading destination for internet industry roles namely animation and content development, whereas India and Russia thrive on IT, legal, and medical services.
  • The Philippine government realizes the importance of the KPO industry in retaining its many skilled graduates, as well as cultivating creative abilities of an artistically gifted race, and has dedicated its full support.
  • Our outsourcing case studies demonstrate how our clients have been able to add value to their businesses through Knowledge Process Outsourcing operations in the Philippines.


KPO vs BPO: Difference between KPO and BPO

Outsourcing of routine or peripheral business functions is in vogue. It implies contracting with the third party service provider, with respect to operations and responsibilities of business processes. At present, there is hardly any multinational company which is left untouched from outsourcing its business operations. Over the time, Business Process Outsourcing (BPO) has gained ample importance, by providing services related to marketing, human resources, customer support, technical support, etc.

Knowledge Process Outsourcing or KPO is a subset of BPO. KPO involves outsourcing of core functions which may or may not give cost benefit to the parent company but surely helps in value addition. The processes which are outsourced to KPOs are usually more specialized and knowledge based as compared to BPOs. Services included in KPO are related to R&D, Capital and insurance market services, legal services, biotechnology, animation and design, etc. are the usual activities that are outsourced to KPOs. LPO or Legal Process Outsourcing is special type of KPO dealing with legal services.

A BPO is capable of handling both front end and back end operations of an entity. BPO provides an array of services such as:
  • Customer care, i.e. call center, help desk, etc.
  • Human resources, i.e. recruitment and selection, training and placement, payroll processing, etc.
  • Technical support
  • Services related to finance and accounting.
  • Website services, i.e. web hosting, etc.
  • Transcription

The spectrum of services provided by KPO includes:
  • Investment research services
  • Market research services
  • Data analytics
  • Business research services
  • Others: Legal Process Outsourcing, Financial Process Outsourcing, Media Process Outsourcing.


Almost all the transnational companies, today, outsource their non-core activities, just to pay attention to their primary business. Both forms of outsourcing work in a B2B environment where the service provider and buyer of services both are business organizations.

One thing must be kept in mind that KPO is nothing but an extended version of BPO. Over the time, it has been observed that with the expansion of KPO, the BPO is losing its existence. Now, the service provider companies provide both BPO and KPO services simultaneously to the organization.


সিভি রাইটিং টিপস

সংক্ষেপে লিখা একটা আর্ট।

ধরুন, কেউ লিখলেন, "আমি ভাত রান্না করি, আমি তরকারি রান্না করি, আমি সালাদ রান্না করি, সবজি রান্না করি, ডাল রান্না করি।"

এখানে "রান্না করি" শব্দ দুটি ৫ বার রিপিট হয়েছে।

কিন্তু আমি যদি লিখি, "আমি দুপুরে ভাত ডাল সবজি সহ মোট ৫ আইটেম রান্না করি", তাহলে স্টেটমেন্টটা একটু ছোট হয়ে আসলো।

কিন্তু প্রশ্ন থেকেই যায়, রান্না কয় জনের জন্য করি? ৫ জনের জন্য রান্না করা আর ৫০ জনের রান্না করা এক নয়।

সুতরাং এবার আপনি লিখলেন, "আমি ৫ জনের জন্য প্রতিদিন ৪-৫ রকমের খাবার রান্না করি" আপনার কাজটা ক্লিয়ার বোঝা গেল।

সিভি রাইটিং এর ক্ষেত্রেও স্টেটমেন্ট ছোট করে আনা বা স্পেসিফিক করে তোলার এরকম অনেক টেকনিক আছে যেটা একজন প্রফেশনাল রাইটারই পারে আপনাকে প্রশ্ন করে বের করে আনতে। 

আবার অনেকে প্রসেস এতো বেশি ডিটেইল লিখেন যে সিভি অনেক বড় হয়ে যায়।
যেমন ধরুন, আমি মাছ কুটি, মাছ ধুই, তরকারি কুটি, তরকারি ধুই, মাছ ভাজি, মশলা দিয়ে কশাই, এরপর তাতে সবজি দেই, পানি দেই, জ্বাল দেই।

এতে মনে হতে পারে না জানি আপনি কত কাজ করছেন, কিন্তু আদতে এই সব কাজের ফল হচ্ছে আপনি মাত্র এক ধরনের তরকারি রান্না করছেন। যে বুঝবে আপনি অজথা বেশি লিখেছেন, সে আপনাকে বোকা ভাববে।

সুতরাং, প্রসেস নয়, রেজাল্ট লিখুন।

দরকারে প্রফেশনাল রাইটারের সাহায্য নিন, কারন আপনি আপনার ফিল্ডে সেরা, সিভি রাইটার তার ফিল্ডে সেরা।

ধেয়ে আসছে চীনের মহাকাশ স্টেশন
নিয়ন্ত্রণ হারিয়ে ধীরে ধীরে পৃথিবীর দিকে এগিয়ে আসছে ‘তিয়ানগং-১’ নামের চীনের প্রথম মনুষ্যবাহী মহাকাশ স্টেশন। গত কয়েক মাসে এ নিয়ে নানা খবর বের হলেও চীন তা এত দিন গুজব বলেই উড়িয়ে দিয়ে এসেছে। সেপ্টেম্বর মাসে আয়োজিত এক সংবাদ সম্মেলনে বিষয়টি স্বীকার করে নেন চীনের মহাকাশ গবেষণাকেন্দ্রের বিশেষজ্ঞরা। ২০১৭ সাল নাগাদ পৃথিবীর বুকে তিয়ানগং-১ আছড়ে পড়বে বলেও জানিয়েছেন তাঁরা। বর্তমানে মহাকাশ স্টেশনটি নিজস্ব কক্ষপথে পৃথিবী থেকে প্রায় ২৩০ মাইল ওপরে পৃথিবীকে প্রদক্ষিণ করছে।
পৃথিবীর বুকে পতনের সময়ে মহাকাশ স্টেশনটির বেশির ভাগ অংশ পুড়ে যাবে বলেও জানান           চীনের মনুষ্যবাহী মহাকাশ প্রকৌশল কার্যালয়ের উপপরিচালক উ পিং। তিয়ানগং-১-এর গতিবিধি    সর্বক্ষণ পর্যবেক্ষণ করছে দেশটির মহাকাশ  গবেষণাকেন্দ্র। এটি কবে ও কোথায় পতিত হবে, তা পরবর্তী সময়ে জানিয়ে দেওয়া হবে বলে জানানো হয় সংবাদ সম্মেলনে।
তিয়ানগং-১ নামের অর্থ ‘স্বর্গীয় প্রাসাদ’। ২০১১ সালের ২৯ সেপ্টেম্বর পৃথিবী থেকে উৎক্ষেপণ করা হয় ৩৪ ফুট লম্বা এই মহাকাশ স্টেশন। এরপর অনেক জ্যোতির্বিজ্ঞানী এর গতিবিধির ত্রুটি লক্ষ করলেও চীন সরকার তা আমলে নেয়নি। তিয়ানগং-১-এর কতটুকু অংশ এখন নিয়ন্ত্রণ করা সম্ভব হচ্ছে, তা এখনো নিশ্চিত করে বলেনি চীন।

এদিকে গত সপ্তাহে চীন তাদের নতুন পরীক্ষামূলক মহাকাশ স্টেশন তিয়ানগং-২ উৎক্ষেপণ করেছে।

 সূত্র: আইএফএল সায়েন্স

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