Outsourcing Buzz Blog » BPO

Orchestrating Your Transition with Experienced Players

Brin Silva, Staff Writer — Tue, 13 Dec 2011 23:49:56 +0000

Given the maturation of the outsourcing industry, it’s likely that several of your transition team members have already gone through at least one transition. And that they’ve done so – albeit on different teams, even at different companies – can be highly advantageous to your initiative. They fully understand the complex and grueling nature of a transition, know many of the pitfalls you can encounter during the journey, and appreciate the criticality of finely-tuned plans and processes.

However, the fact that they have prior transition experience can, in and of itself, also result in unexpected challenges. Does this sound counterintuitive?… Read the rest

Wipro Launches Rural BPO Program

Beth Ellyn Rosenthal, Senior Editor — Tue, 20 Sep 2011 15:00:37 +0000

To me, it’s always good business to do well by doing good. That’s the spirit in which Wipro established its rural BPO program in Manjakuddi, a village with a population of 2500. A large percentage of the 54 employees live in a house with a thatched roof. The village is six hours by car from Chennai.

The mover and shaker behind this project is Puneet Chandra, global head and vice president, Corporate Business Services, who was moved by the work of two institutions:

The Azim Premji Foundation, whose goal is to educate the girl child in rural India
Swami

… Read the rest

Wipro’s New Head of BPO Shares Insights on Outsourcing in Today’s Economy

Beth Ellyn Rosenthal, Senior Editor — Tue, 30 Aug 2011 12:10:03 +0000

Manish Dugar is the new head of Wipro BPO. Dugar takes over at a watershed moment. “The near future features a volatile and dynamic economy. Thanks to technology and scientific advances, geography is history. Now, what happens in one part of the world impacts the whole world,” he observes.

The senior vice president has had a front seat for the growth of offshoring. He was there when it was all about labor arbitrage. His goal: to lead Wipro BPO through the next phase: producing business-based outcomes. Wipro calls this Business Function Outsourcing (BFO). “We are no longer a commodity player,”… Read the rest

Why You Need a Sourcing Advisor

Richard Chang, Alsbridge Managing Consultant — Tue, 28 Jun 2011 05:13:00 +0000

When was the last time you purchased a home? Last year? A few years back? Five, perhaps 10 years ago? Did you hire a realtor, or did you go the whole way through on your own? For most people, domestic and internationally, the decision to purchase a home is one of the single most important and largest financial transactions a person makes and experiences. As a potential home buyer, you have limited knowledge (even within the locale in which you focus your search). At best you have a handful of experiences in the process (and those are usually a few years removed), and you lack access… Read the rest

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Plan Your Work, Work Your Plan

John Kitchen, Managing Consultant, Alsbridge — Tue, 14 Jun 2011 06:17:09 +0000

In recent work with a client and major IT sourcing provider, I discovered how important organization really is! Getting organized to begin a transition with multiple towers is critical to your success, and perhaps more importantly, to reducing transition management efforts.

In this particular case, it was clear the transition planning was aligned by tower rather than for an overall transition effort. The provider, with good intentions, created a transition reporting structure with leads for each tower. The leads in turn created their transition plan, in some cases a Word document rather than a MS Project plan. This would no doubt add challenges to… Read the rest

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How to Create Collapse-Proof Outsourcing Relationships

Kathleen Goolsby, Senior Writer, Outsourcing Center — Tue, 31 May 2011 23:44:59 +0000

I remember 2003 and 2004 because that’s when most companies I interviewed about outsourcing arrangements started talking in earnest about “taking a partnering approach” to get more value from outsourcing. Since 2006, many have talked about their successes in partnering. But here’s the reality; they were only partial successes.

Partnering helped them get through the transition phase easier and helped them try to resolve challenges in a win-win manner; but when the business situation changed and thus impacted the buyer’s savings or the service provider’s margins, most of them still hit a wall despite the partnering approach.

There were foundational

… Read the rest

Infosys Takes Procurement/Sourcing Engagements to Next Level with Joint Innovation Board

Srikrishna Koneru and Rajiv Gupta, Infosys Guest Bloggers — Mon, 23 May 2011 03:41:23 +0000

Procurement outsourcing is maturing. Buyers in the first wave outsourced primarily transactional-rules-based activities, with labor arbitrage in low-cost countries being a key benefit. As those relationships mature, buyers look to their providers to create additional value beyond labor arbitrage. I talked with two Infosys BPO executives, Srikrishna Koneru, Global Sourcing & Procurement Outsourcing-Solution Design Head, and Rajiv Gupta, Geo Business Manager, about procurement/sourcing trends, how Infosys is helping its customers move up stream and capture more value, and about how Infosys’ Joint Innovation Board benefits customers.

Q: How does the value proposition differ in “sourcing support” compared to “procurement,” in… Read the rest

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Kudos to Infosys!

Kathleen Goolsby, Senior Writer, Outsourcing Center — Mon, 18 Apr 2011 14:33:40 +0000

The Shared Services and Outsourcing Network announced the winners of the 2011 Excellence Awards winners for the Australasian Region.

Congrats to Infosys, which featured prominently among the winners, in two separate awards categories:

Excellence in Customer Service
National Australia Bank – In Partnership with Infosys

People’s Choice Award for Personal Contribution to the Industry
Asheesh Mehra, Head of BPO – Asia Pacific, Japan and Middle East, Infosys

The awards recognize organizations that demonstrate leading best practices while generating measurable results in shared services and outsourcing. The focus of this year’s awards shifted from “best in” to “excellence in,” a… Read the rest

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Offshoring: Are your Outsourcing Provider’s Team Objectives Aligned to Your Goals?

Rakesh Bhatia, Alsbridge Managing Consultant — Tue, 12 Apr 2011 07:19:34 +0000

The provider’s sales team has gone, all site visits have been conducted, and the contract has been buttoned down. It has been a smooth transition; now it’s time to put offshore delivery and support to the test of meeting business demands. But, in the new outsourced environment, how do you know whether the objectives against which the provider’s teams are managed are favorable to your goals?

In outsourcing, the key raw materials are people and their abilities. Delivery teams are incentivized to control the cost of people through a series of measures. By understanding these measures, you can… Read the rest

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Why BPO is Evolving to Business Function Outsourcing (BFO)

Ashutosh Vaidya, Wipro BPO Guest Blogger — Thu, 31 Mar 2011 06:31:45 +0000

What are the key attributes of a 21st Century Enterprise? And what will an enterprise of the future expect from its partners? As global enterprises become powerful brands, their key challenges will be demand generation, superior growth and financial performance, margins, cash flows and sustainability. Increasingly such enterprises will need to identify and focus on a set of critical core processes and rely on trusted partners to run and manage other core and non-core processes.

BPO services have matured from being a commoditized service offering labor arbitrage and process standardization to operational excellence enabled by Lean, Six Sigma, and domain… Read the rest

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