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Business Process Outsourcing

Business Process Outsourcing. An Industry Overview Consulting Club, IIMC. Introduction. What is outsourcing? Why do companies outsource? Moving from outsourcing non-core activities to outsourcing core activities as well…. Outsourcing to India. ITES : Information Technology Enabled Services

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Business Process Outsourcing

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  1. Business Process Outsourcing An Industry Overview Consulting Club, IIMC

  2. Introduction • What is outsourcing? • Why do companies outsource? • Moving from outsourcing non-core activities to outsourcing core activities as well…

  3. Outsourcing to India ITES : Information Technology Enabled Services Software development, Data entry, Programming, Web development services BPO : Business Process Outsourcing CRM, Medical Transcription, Call Centers KPO : Knowledge Process Outsourcing Financial Analysis, Legal Services  Moving up the value chain

  4. Genpact WNS Wipro BPO HCL Technologies BPO Services ICICI OneSource IBM Daksh Progeon (Infosys) Aegis BPO Services EXL Service Holdings 24/7 Customer NASSCOM report: Value of total BPO market in 2005 estimated at $5.1 bn Top 5 IT vendors have only 6.5% of the market 1/3 of the market to big BPO companies 1/3 to captives 1/3 to smaller set ups  Predicted consolidation Current Top 10 Indian players

  5. Outsourcing to India

  6. What it takes to succeed

  7. Success Defined by: • Process and Industry Knowledge • Technical and Operational Capabilities • Service Models • Alliances • Financial Strength • Change Management • Ability to innovate

  8. Challenges Ahead… • Client Acquisition and Retention • Retaining employees • Productivity • Quality and compliance issues • Resource and Skill Gaps • Funding • Emerging Foreign Destinations • Physical Infrastructure • Smaller Firms Plight

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