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World War II Increased international trade
1960s 1980s Importing turns to outsourcing
1990s Present Services now outsourced
BPO begins
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Corporate Culture & Brand
Finance and Accounting
Bangalore & Mumbai, India
Global Customers w/ LocalSupport
Core Competencies cutDefects
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Productivity Improvements Cost Savings
Improved HR
Focus on Core Business Competency Increased Capability
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Recent Studies Knowledge Disappears and is Transferred to
the Outsourcing Partner
Poor Quality Control Restoring Operations is Complicated
Lack of Loyal Employees
Reduction in Strategic Alignment
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Global
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Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaica
Brazil
Chile
Venezuela
Mauritius
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech RepublicHungary
Poland
Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe, MiddleEast and Africa(EMEA)
Americas
Asia Pacific
BPO countries
BPO locations by stage of growth
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Singapore
HongKong
Holland
Ireland
U.K.
Australia
China
Philippines
Mexico
Size of circlecorrespondsto number ofqualifiedworkers
Location attractivenessInfrastructure
- Communication- Basic infrastructure
Country risks/FDIincentives- Attractive incentives- Political environment
Time zone attractiveness
Low
Low
High
High
India
BPOcountries
Capabilities of workersQualifications/capabilitiesForeign languages (primarily English)Quality of work/work ethicCost differential
Competing countries
Romania?
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Ireland:Packaged ApplicationsLocalizationProduct Development
Russia:High-End SoftwareEngineering.Contact Centers
Mauritius:Embedded SoftwareHardware ServicesLocalizationApplicationDevelopment
India:ApplicationOutsourcing
ITOBPOProduct DevelopmentContact Centers
Israel:High-End SoftwareLearning Systems
Canada:ApplicationDevelopmentBPOContact Centers
Philippines:BPOContact CentersAnimationApplicationDevelopment
Romania:ApplicationDevelopmentContact CentersBPO
BPOcountries
Country specialisation by niche
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BPOIndia
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Language Education
Quality
- Communication- No pirated products
If Chinese Government Policy changes, whatwill happen?
- Turning point will be by 2010
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Large Multinational Corporations EDS
Accenture
IBM
HP
Pure Play Indian BPO companiesWNS
EXL Service
ICICI One Source
24/7
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO
Industry Segments
BPO landscape in India
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Efforts That have Encouraged Indian BPO Industry
1. Indias IT strengths gave the vital initial thrust to the BPO industry as both software technology and manpower was cheaply available in the country.
Indeed, it has also helped that BPO industrythe organized shape as we see
it todaywas born in India and hence the spawning of the industry BPO
became easier
2. NASSCOMthe IT industry bodypromptly embraced BPO into its foldand began actively representing the interests of the Indian BPO industry on
international fora. There was a binding body immediately available to
BPO companies who they could look up to.
3. Numerous Central and State Government initiatives made high-quality
physical infrastructure cheaply available to BPO start-ups. The employment
generation potential of the industry is a huge attraction for the government
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4. Hero Mindmine is the first organization to launch global BPO Certifications
for Indian BPO professionals from BCIBPO Certification Institute, Inc.USA.
5. NASSCOM has initiated NAC (National Assessment of Competence)a
process to identify and certify fresh talent who are potentially employable in
the IT industry. This has been done to help the IT industry cut its cost of
wrong hiring and also to identify competence gaps
6. NASSCOM has also established a National Skills Registry which includes
the database on thoroughly verified human talents who can be employed in
the IT and ITeS sectors.
7. All top BPO companies have installed robust systems and processes toensure the very best of work environment is provided to people and their
health, physical safety, career growth and personal development is taken due
care of.
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September 2011
Infosys plans for $750 million acquisition in BPO space
Infosys looking forward to achieve another milestone; the Indian
IT giant Infosys is planning to acquire Thomson Reuters.
BPOs dial local numbers as West faces trouble
With their mainstay international markets in
shambles, domestic business process outsourcing, or BPO, firms
are focusing on servicing clients within India where newopportunities such as from the government are coming up.
Genpact To Acquire US-Based EmPower Research
Indias largest business process and technology management
company Genpact has signed a definitive agreement to acquire
US-based media and business research EmPower Research for an
undisclosed sum, the company has said in a statement.
Source : http://www.bpoindia.org/news
http://www.bpoindia.org/newshttp://www.bpoindia.org/news