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A project report on competitive intelligence for manthan services bangalore

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A project report on competitive intelligence for manthan services bangalore

A project report on competitive intelligence for manthan services bangalore

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  • 1. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 1 EXECUTIVE SUMMARY We no longer live in a stable and predictable economic climate, competition is the norm and things happen at a rate faster than before. Organizations will survive and thrive only if they become flexible and able to respond quickly and appropriately, not only to changing circumstances but also by proactively meeting the challenge to compete. Managers and staff will need to be trained to see competition as a challenge and opportunity rather than a threat. Having talked about competition, one would quite certainly look to the comparison with competitors as a tool to bring about the winning strategy. Objectives and scope of the project This project is intended to study and develop and also to understand the way of performing COMPETITIVE INTELLIGENCE A module for Competing intelligently is thus proposed. To make these study possible samples of 20 BPO Companies for CI on Manthan Services, Bangalore and 8 numbers of institutes forming the major competitors have been interviewed. From the primary & secondary research we have come to know in future health & pharma sector and engg graphics sector is having the potential so we will suggest Manthan services to expand their services in this sectors with cost efficiency, good quality services with additional features.
  • 2. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 2 Chapter 1 INTRODUCTION Today's competitive and quickly moving markets require executives to carefully consider available alternatives before making a decision. This is especially true for decisions with long-term impact, which are often referred to as strategic decisions. COMPETITIVE ANALYSIS A Competitive Analysis is a program for gathering and analyzing information about your competitors, their strengths and weaknesses. Business intelligence [an alternate term for competitive intelligence] is the activity of monitoring the environment external to the firm for information that is relevant for the decision-making process of the company. Organization means how marketing, sales force, distribution channels, advertisement, are used for the customer benefit. COMPETITIVE INTELLIGENCE DEFINITIONS The discipline of collecting and analyzing competitive information to create actions to benefit your company. This business technique can be applied by large or small business. Strategic intelligence is concerned mainly with competitor analysis or gaining an understanding of a competitor's future goals, current strategy, assumptions held about itself and the industry, and capabilities -- diagnostic components. Intelligence about the firm's major customers, suppliers and partners (in marketing or research and development alliances) is often also of strategic value. Some common goals of competitive intelligence: o Detecting competitive threats o Eliminating or lessening surprises o Enhancing competitive advantage by lessening reaction time
  • 3. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 3 o Finding new opportunities The objective of competitor intelligence is not to steal a competitor‘s trade secrets or other proprietary property, but rather to gather in a systematic, overt (i.e., legal) manner a wide range of information that when collated and analyzed provides a fuller understanding of a competitor firm's structure, culture, behavior, capabilities and weaknesses. Today's competitive and quickly moving markets require executives to carefully consider available alternatives before making a decision. This is especially true for decisions with long-term impact, which are often referred to as strategic decisions. There are two main strategies for firms to maintain their profits at a higher level than the rest of the industry.  A firm could try to outperform its competitors, for example, providing cost- or product differentiation advantages to its customers.  The second approach is to find an industry segment where these forces are less severe. COMPETITIVE INTELLIGENCE PROCESS The Competitive Intelligence (CI) process transforms disaggregated competitor data into relevant, accurate and usable strategic knowledge about competitor's position, performance, capabilities and intentions. The primary objective of CI is to provide users and decision-makers with useful and actionable information to make informed decisions. The basic operations in conducting CI are illustrated below and described briefly in the following sections.
  • 4. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 4 1. Planning and Direction Phase The planning and direction phase is a cooperative activity whereby intelligence users and CI professionals define management's actual intelligence needs. To facilitate this activity, key topics are used to create an interactive and efficient dialog with the company's key decision-makers. The better management can articulate their needs, the more likely they will receive intelligence they can use. 2. Collection and Compilation Phase Internal: Frequently, the best intelligence is located right in your own organization. Sales/Marketing staff could have information on:  Sales practices  Distribution channels  Training programs  Compensation methods  Product differentiation  Pricing practices and trends  Promotion mix  Market and customer base Operations staff could have information on:  Nature of processes  Production facilities  Employee mix  Cost trends  Productivity  Capacity utilization Accounting/Financial staff could have information on:  Historical performance  Financial projections  Comparative key indicators
  • 5. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 5 Engineering staff could have information on:  Technological leadership  Product development  Patents  Production process Human Resource staff could have information on:  Organization  Mgmt Devel.  Recruiting  Training  Unionization Several methods to obtain information internally:  Develop an internal network  Create ―who knows who‖ list  Develop a call list  Encourage swaps/exchanges  Provide value-added feedback External Resources: Information can be collected from a wide variety of sources. The following is a partial list of external sources for data collection:  Suppliers  Customers  Industry Analysts/Experts  Competitors  Internet  Web Sites  Databases  Scanning (Magazines, trade journals, etc.)  Exhibitions and trade associations  Government sources (embassies, government agencies, etc.) 3. Analysis & Production Phase Information without interpretation is most often useless. Quantifiable information is the easier part of the analysis process because it usually entails comparing data such as revenues, market share, product performance, features and benefits, employee turnover, etc. The real art is to interpret non-quantifiable data and provide an intelligence product that is actionable.
  • 6. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 6 The production phase is the activity related to preparing the information in a format that is easy-to-use and actionable. Formats and tools vary from company-to- company, but the following simple steps can be applied to facilitate use and appreciation of the information:  Identify the essential elements of information  Use bullet-point format  Use graphs and charts to compare quantifiable data  State conclusions and recommendations  Produce new bulletins and competitor profiles 4. Dissemination Phase CI information, such as News Bulletins and Company Profiles, should be stored in a company-wide database (intranet-based) so that all employees have access to basic, publicly-obtainable information on competitors, team partners and suppliers in a concise format. Intelligence reports, however, should be closely held since they provide comparative data, tactical strategies or recommendations which are company sensitive. This information should remain in the hands of decision-makers such as senior management, product lines managers or marketing managers. CI information can be diluted as required in the event of a proposal exercise so that volume managers can ensure that key tactical issues (strengths and weaknesses, technical performance, product features and benefits) are addressed, directly or indirectly, in the proposal response. Ask any business manager how they define Competitive Intelligence (CI) and you'll hear responses ranging from, "that spy stuff" to "industrial espionage" to "systematic collection and analysis of competitor information", from those slightly better informed. But, CI has priorities that range a lot more broadly than understanding competitor behavior; although that's a key part - its influence and usefulness shows up in many firms in other areas more traditionally served by existing "silos" of functionality that sometimes take offense at CI playing in their sandbox.
  • 7. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 7 Minimizing Threats CI has always concentrated its attention on minimizing threats to current business activities, or status quo, of the firm and has done so through encouraging a better understanding of the shorter-term operational initiatives the firm might take to dominate the markets in which the company competes in the present tense, relative to its competitors for that same total-available-market. This focus has allowed many companies to build very effective CI operations with the mission of remaining aware and responsive to competitive threats as they arise on the market landscape. This rather reactionary perspective remains CI's primary objective - although often, simply to be aware of current activities in a marketplace, are discounted and derided by more "proactive" thinkers within the firm. By contrast, I would argue that this is the minimum that must be done to craft an effective competitive strategy in the short-term. Maximizing Opportunities The most common area in which new CI functions disappoint its internal customers is that of maximizing new business opportunities for the firm. While many managers fail to accept CI's role in helping the company to select new markets for existing offerings, fresh revenue streams, or other opportunities for the firm to grow value for shareholders, this is a vital lesson for CI teams to understand: their value will best be judged on the basis of contributing to the net profitability of the enterprise at large... or their net cost to the enterprise in defending (or recommending abandonment) of existing (and sometimes less important) markets that may already have matured or are plagued by price commoditization. It is far more important in this respect for the CI function to help the firm find new markets for existing or adapted products and services (even if those products and services have very little to do with what the company does today) in order to move the organization towards its most profitable potential direction while avoiding costly and sometimes ruinous mistakes in strategic direction made by decision makers higher-up.
  • 8. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 8 COMPETITIVE GUIDELINES Developing your higher-level competitor capabilities begins with awareness of key Competitive Guidelines and the tools, techniques and approaches that give them vitality. The following are a few of the Guidelines that provide a roadmap on how to create your competitive success. Competitive Guideline #1 Companies don't compete ... people compete. Be sure that you are knowledgeable about the person who makes the decisions in your competitor's camp. There is a technique for helping with this: Shadowing. Competitive Guideline #2 Knowing what your competitors have done is good ... predicting what they will do and acting upon it is great. Many successful competitors find that Gaming helps to develop their skills in this critical area. Competitive Guideline #3 Competitive intelligence is important ... actionable competitive intelligence will impact your bottom line. What is the difference between a nice to know fact and critical intelligence that drives action in your business worth? Proactive Discovery Networks go beyond reporting yesterday's competitive news. Competitive Guideline #4 If your competitive intelligence is driving an important decision make sure you use multiple sources. How embarrassing to commit significant resources, time and funds to an action to learn you've been "played" by your competitor. There is a technique to help with this: Triangulation. Competitive Guideline #5
  • 9. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 9 Streamline the intelligence gathering process or become a victim of information overload and analysis paralysis. In recent years Competitive Intelligence Technologies have introduced dozens of new products and services that reduce the amount of time and money spent gathering competitive data and information. THE TOP 12 PRIORITIES FOR COMPETITIVE INTELLIGENCE 1. Current Competitor Activities & Strategy Monitoring - The standard "meat" of the CI program, it's important to remember that, above all, customers expect the CI team to be aware and helpful in understanding competitors' current activities and plans. Usual sources for this kind of research come from public announcements (Web, news, PR, etc.) and follow-up interviews conducted against the competitor to ascertain their commitment to current initiatives. This is standard, old-school "competitor intelligence", the constant striving towards knowing how to successfully transfer marketshare from the competitor's company to one's own. 2. Customer & Vendor Monitoring - Threats of backwards- and forwards- integration by customers and vendors is a possibility often discounted, but a fact most often realized, by firms every day - even described as two of the drivers of competitive strategy within the classic (Michael) Porter's Five Forces Model - these threats are known as "latent competitors", or those which could relatively easily move back and forth in the value chain to exclude the firm as a preferred source in the open market. As customers and vendors move up and down the value-added-ladder, healthy profits at different stages within the value chain create sometimes-irresistible opportunities for such traditional allies to move quickly into a "cannibalization" mode against the firm. Likewise, an understanding of customer-share, or "wallet", can be revealing in terms of unexploited opportunities to sell more products/services within existing customer relationships thereby minimizing selling and marketing costs, while
  • 10. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 10 maximizing impact within a customer's value chain, and excluding competitors from those self-same opportunities. 3. Operational / Performance Benchmarking - Benchmarking initiatives are traditionally conducted against direct competitors, but can also prove beneficial in studying latent competitors, "parallel competitors" (or, substitutes for your products/services), as well as best-in-class or best-in-world firms that can easily move into diversified businesses based on their core competence to take advantage of market opportunities perceived by their own intelligence team. Most often, such benchmarking studies begin by isolating the operational deficiencies present in the firm, identifying practices at firms that excel in those areas, then conducting research to determine why they excel and transfer that knowledge to the firm to increase tactical efficiency. Sometimes a company can catch-up to a competitor or develop their own differentia compared to other supplier options that will create a level of market dominance based on operational efficiency. This is especially true for those firms who cannot seem to achieve cost-competitiveness but instead compete in spite of their selling price, rather than because of it... with obvious implications for cash-flow and financial solvency. 4. Strategic Probabilities & Possible Futures - The future is the battleground for all business, and, as we try to predict that future, "scenario planning" has been a tool used by many competitive strategists to understand the sum-total of all possible futures and assign probabilistic likelihood to each of those possibilities - thereby, gaining an understanding of what is likely to happen moving forward. Closely tied to war-gaming, in that, business war games try to predict how companies will make decisions and the comparative outcomes of those decisions, across a number of financial quarters - where they will invest, what markets they will attack, which ones they'll abandon, etc. - the most common method of scenario planning is characterized by "decision-trees" or the "implications-wheel" models that have been used to comprehensively and
  • 11. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 11 statistically weight all possible outcomes and then craft decisions based on the least harmful or most helpful series of outcomes probabilistically predicted. 5. Product/Service Sales & Marketing Support - One of the highest-impact areas that the intelligence team can assist in, a solid understanding of strengths and weaknesses, not only of competitors but of the firm's own customer and market perceptions, helping sales force win new customers or maximize share of existing ones can be the make-or-break metric of success or failure. While the ability to contribute recommendations to sales force for ensuring "FUD- Factor" (fear, uncertainty and doubt) in the minds of customers about competitors' products and services is important, it's also critical to understand the marketing messages relayed to this customer-base by competitors that can help the firm to mitigate threats to existing customers and win more profitable revenues from new ones. This is closely related to value-chain, channel and customer intelligence, but usually conducted anonymously in order to ensure truthful discussion by customers and distributors of the relative perceptions of their buying options. 6. Internal Knowledge Management - Knowledge management and its connection with CI has often been talked about, but my own opinion on the subject is that, CI presents what is perhaps the most solid business case for KM initiatives the firm can get its arms around. Some 80-percent of what a company needs to know about its market and competitors already exists within the firm and, when directed towards a specific business problem or objective, KM can be of great assistance to the CI team in exploiting these internal sources - in the form of more tacit "communities of practice" as well as for customized search- and-retrieve of subject-matter experts and identifying sources of explicit documentation for market awareness. 7. Intellectual Property Exploitation/Protection - For companies like IBM (who once provided a "free service" to the general public to search patent records, which in reality was used to scan for companies interested in licensing its
  • 12. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 12 technologies), intellectual property (IP) has become a multi-billion-dollar business. Likewise, as what might often become the cornerstone of a firm's core competence and competitive differentia, IP can determine who wins and ultimately loses the competitive battle in the hearts and minds of customers. In certain markets, IP is the single greatest influencer of wins and losses - pharmaceuticals, for example, are guaranteed a period of protected re- capitalization on their investment in developing new drugs, and defer the problems faced later on, when these "cash cows" are overcome by generic copy- cats. Lately, these forces have been lessened by shrewd manipulation of product features as points-of-patent to perpetuate historic monopoly protection of secure markets - from the design and form of the pill itself to the application effectiveness timeframe, pharma companies are developing new ways to protect and exploit old products. 8. M&A-Alliance-Investment Support - Buying, investing-in and allying with companies that have something to offer - either in the form of marketing channels or production capabilities, if not raw cash-in-hand - provide many firms the engine of growth for their future expansion plans. However, statistically speaking, most deals fail to produce the highly touted and endlessly promised shareholder value they purport to deliver. This is most often due to a lack of due-diligence in the qualification process - and a source of tremendous validation value for the intelligence team. Recent efforts to include pre-deal due diligence by intelligence teams have had substantial effects on post-deal success - beginning with selection of candidates and ending with final consummation of the deal and integration of enterprises. 9. Long-Term Market Prospects - Are you in the right business... today? Tomorrow? That's what an understanding of long-term market prospects can produce for the firm. Every business is locked into the devilish "product life cycle" that includes not only the most profitable periods of product/service lifespan, but also eventual decline and death. Most commonly directed towards
  • 13. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 13 understanding which markets will be fastest growing (a traditional market research activity) and then making recommendations to decision-makers on the means by which the firm can come to dominate those markets, a solid understanding of core competence is also important here. A firm like Corning, which began in the tableware business and came to dominate the fiber-optics business, is such an example; likewise, a company like Enron, a giant in the energy business, has transferred its core competence to the Internet and even the steel-selling business (although, of course, there are more significant lessons there...). 10. Counter-Intelligence & Information Security - CI is conducted by every company, against all competitors, although I would qualify that by saying it is most often an informal process, rather than one with an official staff and specific mission. One really must assume that their organization is under the scrutiny of one's rivals, at least periodically, and that, traditional (and some very non-traditional) methods will be used to extract sensitive information from the firm to enable the competitor to better succeed in the marketplace. While most often deployed against "industrial espionage" activities, counter-intelligence is often a very highly developed process - sometimes even designed specifically to dis-inform one's competitors as to the firm's future plans. The legal and security teams are most often considered the liaisons to counter-attack these specific initiatives - despite the fact that legal and security tend to be better at minimizing the impact of breaches after they've occurred rather than preventing against such actions beforehand. The intelligence team has an important role to play as a point of contact for these defenders of the firm's proprietary information in that, CI personnel are best-suited to countervail the same strategies they are actively engaged in with competitors. Likewise, former employees, contractors, and other individuals privy to the nature of the firm's proprietary information can be significant sources of CI for competitors.
  • 14. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 14 11. Legislative/Regulatory Impact on Business Issues - In certain industries, more than others, government activities - in both legislative and regulatory realms - can be disproportionately influential in enabling or hobbling a firm's competitive strategy. Typically most influential in industries for the public interest such as telecom, finance, energy, healthcare and transportation, this is also important in understanding the implications of strategic initiatives such as merger and acquisition approval - if a government or trade bloc denies approval for a certain merger - as we saw happen with MCI/WorldCom and Sprint as well as GE and Honeywell - the competitive benefits of the deal will certainly be compromised. Likewise, if a certain drug or market strategy (witness the recent energy-availability concerns in the USA) meets with regulatory scrutiny, legal issues can and often do ensue, effectively scuttling the competitive strategies of the market players involved. This activity is closely tied to strategic futures as the key impact is uncertain, yet must still be planned for, despite the relatively small likelihood of outcome. 12. Decision-Support & Consultative Briefings - The (admittedly) catch-all final category, intelligence teams will be required to assist both tactical and strategic decision-makers in becoming aware of all options available to them in each of those decisions. The real value-add that most managers ask for when they request better information is a really a more thorough understanding of the options available to them - simply, so that they don't miss any options that they might not have thought of on their own. These "trusted-advisor" missions are diverse and require the most highly developed understanding of one's own intelligence mission and resources - but also provide the greatest opportunity for the intelligence team to make an impact on the company's long-term competitiveness. Likewise, the penultimate objective of every intelligence function should be to become this trusted advisor. and maintaining a competitive advantage. COMPETITIVE ANALYSIS
  • 15. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 15 Business takes place in a highly competitive, volatile environment, so it is important to understand the competition. Questions like these can help: 1. Who are your five nearest direct competitors? 2. Who are your indirect competitors? 3. Is their business growing, steady, or declining? 4. What can you learn from their operations or from their advertising? 5. What are their strengths and weaknesses? 6. How does their product or service differ from yours? What to address in your competitor analysis?  Names of competitors - List all of your current competitors and research any that might enter the market during the next year.  Summary of each competitor's products - This should include location, quality, advertising, staff, distribution methods, promotional strategies, customer service, etc.  Competitors' strengths and weaknesses - List their strengths and weaknesses from the customer's viewpoint. State how you will capitalize on their weaknesses and meet the challenges represented by their strengths.  Competitors' strategies and objectives - This information might be easily obtained by getting a copy of their annual report. It might take analysis of many information sources to understand competitors' strategies and objectives.  Strength of the market - Is the market for your product growing sufficiently so there are enough customers for all market players? Ideas for gathering competitive information  Internet - The internet is a powerful tool for finding information on a variety of topics.
  • 16. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 16  Personal visits - If possible, visit your competitors' locations. Observe how employees interact with customers. What do their premises look like? How are their products displayed and priced?  Talk to customers - Your sales staff is in regular contact with customers and prospects, as is your competition. Learn what your customers and prospects are saying about your competitors.  Competitors' ads - Analyze competitors' ads to learn about their target audience, market position, product features, and benefits, prices, etc.  Speeches or presentations - Attend speeches or presentations made by representatives of your competitors.  Trade show displays - View your competitor's display from a potential customer's point of view. What does their display say about the company? Observing which specific trade shows or industry events competitors attend provides information on their marketing strategy and target market.  Written sources: o General business publications o Marketing and advertising publications o Local newspapers and business journals o Industry and trade association publications o Industry research and surveys o Computer databases (available at many public libraries) COMPETITIVE ANALYSIS CONSISTS OF FOUR MAIN STEPS 1. Identification of your competition - competitive analysis experts will look at your primary and secondary and indirect competitors as well as your potential competitors so you will know who your customers can approach to get a product or service that fills the same need as yours does. 2. Analyze strengths and weaknesses - Next our competitive analysis experts will determine your competitors' strengths and weaknesses. You will
  • 17. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 17 know why customers buy from them - whether it is price, value, convenience or some other factor. 3. Examine opportunities and threats - Our competitive analysis experts will tell you how well your competitors are prepared to deal with outside opportunities and threats such as technological developments, regulatory or legal action, economic factors, or even a possible new competitor. 4. Determine your company's position in the marketplace - Finally, our competitive analysis experts will tell you how your company compares to the competition. This will give you a better understanding of what you do well and what you need to do better. THE CYCLE OF COMPETITIVE INTELLIGENCE The CIA describes the intelligence cycle as "the process by which raw information is acquired, gathered, transmitted, evaluated, analyzed and made available as finished intelligence for policymakers to use in decision-making and action." There are five steps which constitute this cycle:  planning and direction  collection and research  processing and storage  analysis and production  dissemination and delivery ―Failure to frequently analyze your competition can cause your organization to target the wrong customers, incorrectly price your products, launch a product that does not fill a specific need or waste time and monies on ineffective marketing campaigns. By effectively analyzing your competition, you will always stay one step ahead. ‖ What is Competitive Analysis?
  • 18. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 18 Competitive analysis is a program for gathering and analyzing information about your competitors’ activities and general business trends to further your own company’s goals. Why do you need Competitive Analysis?  Your pace of business is rapidly changing  You are overloaded with information from many sources  There is increased global competition from new competitors  The existing competition is becoming more creative  Industry technology is always changing How will Competitive Analysis help your company? It can help you:  Foresee changes in the marketplace  Anticipate the actions of your competitors  Discover new or potential customers  Learn from the successes and failures of others  Increase the number and quality of mergers and acquisitions  Learn about new technologies, products and processes that affect your business  Enter new lines of business Why don’t all companies use Competitive Analysis?  Managers feel they already know everything there is to know about their market  Companies think that there is nothing of any importance occurring outside their own organization  Many feel that it is considered spying or unethical  It‘s not taught in business school, therefore it must not be vital
  • 19. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 19  Senior management considers it a cost center, not a profit center and too expensive to implement  Mistakenly many feel that the results are too hard to measure INDUSTRY ANALYSIS - THE FIVE FORCES APPROACH Companies are always concerned about the influence of market forces on their profits. A rather simple method of predicting the likely profitability of an industry has been introduced by M. Porter (1980). He describes five forces that affect the profits of an industry. Internal Rivalry The term internal rivalry refers to competition for market shares in an industry and is therefore, closely related to the other four forces as will be clear later. This relationship is depicted in Figure, where the central role of internal rivalry is represented accordingly. The outcomes can be twofold. On one hand, prices are driven towards the cost margin, and on the other hand - in the non-price dimension - fixed costs are driven up, for example by requirements for research and development expenditures, etc. However, it seems that the competition in the price dimension has generally more potential to erode profits. There are certain conditions that heat up price competition, those are: o There are many sellers in the market. o The products are perceived as being homogeneous by the customers.
  • 20. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 20 o The customer faces low switching costs for changing to a product from a competing firm. o The orders come generally in for big quantities, but rather infrequently. o There is excess capacity in that particular industry. Entry Reported high profits in an industry will automatically attract investors, who are willing to enter that industry. Basically, new entrants will stimulate internal rivalry in their struggle for expanding their market share and therefore, erode profits in that industry. However, there might be conditions that serve as barriers to possible entrants. (i) Economics of scale. (ii) Limited access to essential channels of distribution. (iii) Patents. (iv) Need for establishing brand identity. (v) Incumbents maintain excess capacities and threaten with slashing prices. Substitutes Internal rivalry is also higher through the existence of substitutes, which are basically different products, but they can serve the same purpose. To be effective as a substitute, it must be sold in the same market. We will treat the definition of markets later on, but sometimes the firm level price elasticity of demand is used for determining substitutes. Supplier Power A supplier has power, if he can negotiate prices in his favor and extract profits from its customers. The opposite is the case in a perfectly competitive market, where the supplier is assumed to be a price taker. Upstream suppliers will have the power to erode industry profits under the following two conditions: 1. The industry is concentrated that means there are only a few sellers
  • 21. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 21 2. Customers are locked into long term relationships with their suppliers, because of relationship specific investments, like a big corporate computer network that has been installed by one vendor. Buyer Power Buyer power means, that the buyer is able to negotiate the price. Buyer power will be higher, if the industry is more concentrated and the vendors are locked into relation specific investments with their customers, similar to the conditions for supplier power. In contrast, the willingness of customers to shop around is an important cause for internal rivalry. This should not be mistaken with buyer power. Even though the model is very appealing, it possesses certain limitations. (i) The model does not account for the magnitude or the growth of demand. (ii) The model focuses on an industry as a whole not on individual firms. (iii) The industry and the markets must be well defined. SAMPLE QUESTIONS FOR COMPETITIVE ANALYSIS STUDY General Information and Benchmarking  How do your competitors rate with their clients for future vision, technology, industry knowledge, and functionality ?  How well do your competitors meet implementation schedules?  What reputation do your competitors have for customer service and support?  What are your competitors strongest and weakest points?  How loyal are your competitors' clients? Vendor Relationship  How do you feel your current vendor is meeting your needs?  In what areas are they not meeting your needs.  How would you rate the vendor in the following areas:  Service and Support?  Implementation and installation?
  • 22. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 22  People?  Price?  What are the vendor‘s strengths and weaknesses?  Would you recommend the vendor to a third party?  Would you consider changing vendors?  What "business value" were you looking for from the vendor?  What functionality is the product missing? Short List Vendor Selection  What criteria did you use to narrow the selection for your short list?  Who is involved in deciding which products make the cut.  What process do you use to rate each of the products on your short list? Final Vendor Selection  What aspects of the product, or segment of the sales process were most important in determining which product to choose?  What attributes does the product you chose lack?  What factors contributed to you choosing the other products on your short list? SAMPLE RESEARCH APPROACH - COMPETITIVE INTELLIGENCE ANALYSIS 1. Assess the structure of industry sector, competition in the areas of manufacturing and trade. 2. Identify operating practices and market access mechanisms, including:  Marketing strategy;  Advertising and promotion;  Pricing policy and mechanisms;  Approach to NPD (New Product Development);  Storage and transportation;
  • 23. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 23  Trade channels (distribution, wholesale, retail, customers, end-users). 3. Analyze and present findings (text, charts, graphs, maps) according to the sample structure below:  Comparative cross-tab of pre-defined parameters, broken down by competitor.  Trends in competitive developments (price, quality, financing and payment terms, promotion, etc);  Current status and operations of local manufacturers;  Plans of local manufacturers (including reconstruction, investments, re- structuring, privatization, etc); market access channels, marketing strategies, business practices. Market Structure and Competition The structure of a market refers to the number and size of firms in it. Many markets are dominated by a few large firms. Take for example, the market for soft drinks and airframe manufacturing. Other markets have many sellers, such as the markets for TV-sets and stationery. In some markets the products are homogeneous (metals, chemicals), that means sellers can meet the needs of customers equally well. In this case price will be a major factor influencing the buying decision. Whereas, in markets with heterogeneous products (PC, soft drinks) customers will have preferences for different sellers and price will be less important. Market Definition George Stigler (1985) and Robert Sherwin have described a market as "that set of suppliers and demanders whose trading establishes the price of a good." In other words two sellers are in the same market, if one seller's pricing and production decision materially affects the price that the other seller may charge. The economic literature provides several concepts of defining markets. We shall attempt to detail these concepts, which can be categorized as qualitative and quantitative approaches. Perfect Competition
  • 24. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 24 A market with perfect competition is constituted by many sellers providing homogeneous goods and well informed customers, who can shop around for the best price without extra cost. The interaction between all sellers and all buyers will determine a single price that clears the market. All companies face infinitely large elasticity of demand. Since prices cannot be controlled, firms decide only about the amount of output they want to produce and sell. In order to maximize profits, firms will choose their output such, that marginal cost of production equals marginal revenue. The higher the number of sellers in the market, the lower the market price will be and firms will make less profit. Naturally firms could make higher profits, if they colluded in setting a higher price for their products. Fortunately legal provisions in the USA and the European Union prohibit such policies to protect customers. Monopolistic Competition Edward Chamberlin (1933) introduced the term monopolistic competition in order to describe markets with two features:  There are many sellers in the market. If only one lowers its price, no one would follow, because there are just too many competitors to keep track of.  The sellers are differentiated and thus offer heterogeneous products. As a result customers will choose on factors other than price alone. Oligopoly Now, we want to investigate the situation of a market that has only a few sellers. In this case the theory predicts that the price and output decision by one firm will indeed have influence on the overall price and output in this particular market. Who are your competitors? Starting simply is the best way! If you are working on behalf of an online retailer, do not let your clients get away with comparing themselves to large online retail portals or commerce centers like areas of Yahoo! and eBay - unless they are of that size and stature.
  • 25. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 25 Focus on the level of products that are offered, and to whom the operation seeks out as its customers (or targeted audience). Once you can define what the company is about, and who they target - use the search engines to your advantage and help them select their most poised online competitors. Who is a competitor in business? Business competitors are:  Other organizations offering the same product or service now.  Other organizations offering similar products or services now.  Organizations that could offer the same or similar products or services in the future.  Organizations that could remove the need for a product or service. Why monitor competitors? By knowing our Competitors we may be able to predict their next moves, exploit their weaknesses and undermine their strengths. Collecting competitor information  Sales representatives deal on a daily basis with customers - and will hear what the competitors have been doing. They are the business foot soldiers - with the ear to the ground who can forewarn management about impending enemy campaigns.  Research & Development may come across new patents.  Purchasing may find out that a supplier is now also supplying a competitor. Market research can give feedback on the customer's perspective Competitor profiling Another common technique is to create detailed profiles on each of your major competitors. These profiles give an in-depth description of the competitor's background, finances, products, markets, facilities, personnel, and strategies. This involves:  Background o location of offices, plants, and online presences o history - key personalities, dates, events, and trends o ownership, corporate governance, and organizational structure
  • 26. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 26  Financials o P-E ratios, dividend policy, and profitability o various financial ratios, liquidity, and cash flow  Products o products offered, depth and breadth of product line, and product portfolio balance o new products developed, new product success rate, and R&D strengths o patents and licenses o quality control conformance o reverse engineering  Marketing o segments served, market shares, customer base, growth rate, and customer loyalty o promotional mix, promotional budgets, advertising themes, ad agency used, and sales force success rate o distribution channels used, exclusivity agreements, alliances, and geographical coverage o pricing, discounts, and allowances  Facilities o plant capacity, capacity utilization rate, age of plant, plant efficiency, capital investment o location, shipping logistics, and product mix by plant  Personnel o number of employees, key employees, and skill sets o strength of management, and management style o compensation, benefits, and employee morale  Corporate and marketing strategies o objectives, mission statement, growth plans, acquisitions, and divestitures o marketing strategies
  • 27. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 27 Market Intelligence (MI) – Information relevant to a company‘s markets, gathered and analyzed specifically for the purpose of accurate and confident decision making in determining market opportunity, market penetration strategy, and new market development metrics. The Importance of Competitive Analysis Why should competitive analysis be important to company? Because a good competitive analysis will allow the company to identify its competitors and evaluate their respective strengths and weaknesses. For your business to succeed, you need to know almost as much about your competitors as you do about your own company and customers - a competitive analysis can provide you with this information. Unfortunately, many small business owners make the mistake of waiting until a competitor has opened up shop across the street and is cutting into profits to pursue a competitive analysis and find out who and what they're up against. From information to intelligence All this information needs to be collated - with any links and commonalities highlighted. The information will need to be indexed and catalogued - so that when new information comes along, it can be quickly linked to similar information that had previously been found. It may be stored in a custom-built or dedicated competitor database accessible via the company Intranet - although it can also be stored in much less sophisticated forms. Finally, the relevance and importance of each piece of information needs to be interpreted and analyzed - on its own and in conjunction with other information, the other pieces in the jigsaw. This is where information starts to become intelligence. What customer needs and preferences are you competing with? The list may go on and on, but select those that are most prominently touted by the competitors in both online and offline documents. Guarantees, price breaks, exclusive offers, are all commonplace in order to help make visitors customers.
  • 28. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 28 Beyond that, the audience that is targeted may in fact have very specific demands in order to be pleased as a client of any online operation. Research those needs, analyze how the other online competitors of your client meet such needs - and recommend steps in order to give your client the upper hand. What are the similarities and differences between their products/services and yours? While it may be good to offer the same products and services as others - it is also critical within the online marketplace to obtain a distinct advantage over others. How do their prices compare to yours? If the product (or service) demand exists, competitive pricing could be the make- or-break point for any online operation. If your client features a more extensive inventory, with better shipping procedures and timeframes - but the pricing is noticeably higher than others - expect that to be reflected once the traffic starts coming into the site. How does your client plan to compete? Search engine optimization will in fact generate more visitors to any online web site, and if done properly, will gain a significant amount of continuous attention from the targeted visitors of your client's market. Once those targeted visitors begin coming in, make sure that your client has a progressive (and aggressive) plan in place to better suit the demands of such users. Simple things like FAQ's, automated support systems, and a knowledgeable sales staff will make things flow much more smoothly. Offer advice to your client as needed within this department. Often, those looking for SEO are ready to establish a flat-lined level of sales or product support, but not one that is scaleable over time. SWOT: To make a good positioning, you have to realize a SWOT analysis: It means strengths/weaknesses/opportunities/threats. PESTEL: It means: Political factors, Economic factors, Social factors, Technological factors, Environmental factors, Legal factors
  • 29. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 29 Factor Vector Market research Income, tastes, resources and strengths of competing, suppliers, work patterns, population clusters, price, elasticity‘s Macroeconomics and sector policies Terms of access and trade, price policies, fiscal and monetary policies, tariff and non tariff barriers Natural resources and human capital Geological resources, labour, climate, experience Physical, technical, and social infrastructure Transport, credit, market information, extension, communications, marketing extension, post harvest facilities Micro marketing relationships Quality control, efficiencies of management- buying, selling, handling, production, marketing, promotion, credit coordination, market research, risk analysis, relationship building. COMPETITIVE STRATEGY Value chain analysis espouses three roles for marketing in a global competitive strategy. The first relates to the configuration of marketing. It may be advantageous to concentrate some marketing activities in one or a few countries. A second role relates to the coordination of activities across countries to gain leverage say, of know how. A third critical role of marketing is its role in tapping opportunities for upstream advantage in the value chain. More will be said about value chain analysis in later chapters. GENERIC COMPETITIVE ADVANTAGE If there are few perceived differences between products and their uses are widespread, then the lowest cost firms will get the advantage. This is the case of television sets and many fruit products. If there is a large perceived difference created, then the firm has more price leeway. CARMEL and OUTSPAN successfully created a perceived quality advantage, as have Cadbury and Nestle. Focus strategies concentrate on serving a particular segment better than anyone else. A good example of this is the Dutch flower auction or Gerber baby foods. STRATEGIES FOR SUCCESS  Economies of scale - low cost of production.  Customer knowledge - shifting the product mix to meet changing demand.
  • 30. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 30  Technological innovation - vacuum packing policy, bulk transport.  Infrastructural development - supermarkets, transport systems. Examples of elements included in the export marketing mix 1. Product support - Product sourcing - Match existing products to markets - air, sea, rail, road, freight - New products - Product management - Product testing - Manufacturing specifications - Labeling - Packaging - Production control - Market information 2. Price support - Establishment of prices - Discounts - Distribution and maintenance of pricelists - Competitive information - Training of agents/customers 3. Promotion/selling support - Advertising - Promotion - literature - Direct mail - Exhibitions, trade shows - Printing - Selling (direct) - Sales force
  • 31. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 31 - Agents commissions - Sale or returns. 4. Inventory support - Inventory management - Warehousing - Distribution - Parts supply - Credit authorization 5. Distribution support - Funds provision - Raising of capital - Order processing - Export preparation and documentation - Freight forwarding - Insurance - Arbitration 6. Financial support - Billing, collecting invoices - Hire, rentals - Planning, scheduling budget data - Auditing Service support - Market information/intelligence - Quotes processing - Technical aid assistance - After sales - Guarantees - Warranties/claims - Merchandising
  • 32. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 32 - Sales reports, catalogues literature - Customer care - Budgets - Data processing systems - Insurance - Tax services - Legal services - Translation 7. Financial support - Billing, collecting invoices - Hire, rentals - Planning, scheduling budget data - Auditing Who Does Competitive Intelligence? Those working in CI range from public, legal or corporate librarians and information center analysts to management personnel, specialists in financial data, business-development people and strategic planners to ex-CIA operatives and retired military intelligence personnel, information specialists and academicians. (One of the authors of this book, John Moorhead, is a former U.S. Naval Intelligence Officer.) Many corporate practitioners, according to a survey done by the Conference Board, are marketing directors or marketing research managers. It seems that at this point in CI's evolutionary progress, to quote Lawrence of Arabia, "nothing is written." Competitive intelligence is the core of competitive strategy Why do evidently great organizations with great products, wise managers, and other successful strengths, go out of business? Economies of scale, the foundation on which big companies have based their dominance in the Industrial Era, is no longer an advantage. Changes in information
  • 33. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 33 technology, in the financial system, in just-in-time production techniques, and in the rise of companies offering distribution and support systems which previously only the largest companies could afford -- removing the advantages of being big. The diseconomies of scale - overhead, inflexibility -- are becoming increasingly powerful. Value of Competitive Intelligence Here are just a few of the questions firms ask themselves when implementing a CI program:  How do we most usefully define the company's mission, its strategic intentions, its objectives and its strategic choices?  What do we need to know to develop and to select strategies which are not only successful, but sustainable?  What new products should we build and which markets should we enter and how?  How do we implement our competitive strategy? Competitive intelligence is usually composed of five major areas of endeavor, and is performed under three main approaches in the CI framework:  assessment of strategies  competitor perceptions  effectiveness of current operations  competitor capabilities  long-term market prospects CI is focused on decision making Seldom do people realize that business, just like life is merely a series of decisions. And global firms have a growing need for the necessary information on which to base decisions concerning the conduct and development of each of their firm's strategic objectives, and the protection of their organizations against threats from their competitors. Purpose & Role of Intelligence in Business
  • 34. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 34 Intelligence is both, a process and a product -- an analytical process that transforms tumultuously gathered competitor and market information into actionable knowledge about competitors' capabilities, intentions, performance, and position; as well as the final product of that process. The focus of market research tends to be on the problems associated with the profitable marketing of a firm's products and services. The scope of competitive intelligence is far broader. Competitive intelligence is a value-added concept that layers over the top of business development, market research and strategic planning. The research objectives of a competitive intelligence project will often involve issues such as: the manufacturing capabilities of the competitor; analysis of alliances and/or joint ventures entered into by competitors; the competitor's future plans and strategies for specific markets, or product lines; reasons behind changes in the corporate or business unit strategy, et cetera. Competitive Analysis & Testing Do your customers know the difference?
  • 35. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 35 How do your products compare with others on the market? While companies often make claims of superior performance, how many can back them up with objective, quantifiable data? THE AARDVARK STORY - A CASE STUDY Aardvark had a problem, perhaps many problems. The market for widgets seemed to be changing, revenue and premiums were under pressure in their key market segments. New market entrants and Aardvark's main competitor were eroding market shares. New business models fuelled by information and telco technology and movements in the exchange rate also seemed to be complicating the picture. What was going on, what was driving this turbulence? How would Aardvark respond? How could they improve their competitive advantage? MindShifts worked with Aardvark to define the key intelligence topics and refine the key questions which would drive a situational analysis. Internal sources of information, expertise and networks across the organisation were mined. At the same time MindShifts carried out a targeted search for publicly available information which would add input to the analysis. We also talked to industry commentators and associations, suppliers, competitors and employees in search of information and knowledge. Through careful analysis, the strategic drivers were now becoming clear, the market and competitive terrain had fundamentally shifted and Aardvark now appeared to be positioned in the wrong place to take optimal advantage from this powerful set of trends. On the basis of this analysis MindShifts proposed strategies that would move Aardvark to take advantage of the emerging opportunities. Working with MindShifts, Aardvark was able to move quickly to modify its capability and move into emerging market segments through a new distribution channel with the right sort of product and service offer. Within 12 months, Aardvark had reversed the erosion in market share and was also experiencing strong growth in the new market segments they had entered. Aardvark obtained first mover advantage and its major competitor is now playing catchup.
  • 36. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 36 MindShifts continues to supply key intelligence and analysis to Aardvark and has now assisted them to develop their own competitive intelligence capability. Other examples of the types of work we have done for other clients are outlined below:  Competitor Profile A typical assignment would encompass profiling one or more aspects of a particular competitor, including: strategies, market positioning / sales / advertising, operations, personnel, management, logistics / distribution, financial, manufacturing or information technology components. A detailed report is delivered outlining the competition's current and projected future activities, as well as recommendations for our client to maintain or improve market positioning.  Organizational Charts A firm wanted to gain an understanding of the organizational structure and dynamics of a potential acquisition before making the final decision to purchase. The MindShifts Group was asked to identify all departments, structure, staffing and head count. This information was used to develop an understanding of the duplication that would exist between the two firms in the event of a merger.  Industry Profile A client approached The MindShifts Group to identify companies within their industry sector, and provide brief profiles on the major players. A report was delivered identifying new competitive threats and possible counter strategies for our client. Some Common Questions How do you initiate a CI program for an emerging company? Especially in a rapid growth environment. The best way to say this is 'start small'. As a small company your competitive sensors are already finely tuned. Moving from using the Internet for your basic research, you will get the most from gathering information at tradeshows and conferences. Don't go without a plan though. Attend with a small group and assign individuals to monitor
  • 37. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 37 certain booths and seek answers to specific lists of questions. Leonard M Fuld offers more detail on intelligence gathering at tradeshows in his book, 'The New Competitor Intelligence'. Again, these shows or conferences are where the latest news or development activity bubbles to the surface - way before you read it in the press. Don't forget to share information across the company. You will be surprised what colleagues will pick up from customers and suppliers. The subject of Business and Competitive Intelligence is getting a lot of air time and people often switch between BI and CI. Are they the same thing? What is the difference? Over the past year or so, Business Intelligence has come to mean data warehousing. Software companies use this "new" term to address database management and so it has moved from its original meaning of business competitiveness. Competitive Intelligence however is not just about your competitors, but about your own competitiveness. It is the organizational process that guards a company's competitive advantage. Competitive Intelligence is used to identify what it is that you need to know about your environment and organization that will enable you to compete more effectively as well as how competitive you are and how you can compete more efficiently and effectively in the future. The Competitive Intelligence process involves the gathering, analyzing and interpreting of publicly available information to serve as the basis of strategic decisions and as input into the development of competitive strategy. To put it more succinctly, Competitive Intelligence considers the potential effects of, and opportunities created by, all external elements of the competitive environment (regulatory, technical, economic, etc.) Competitive Analysis is an element of CI that focuses primarily on current and potential competitor-created forces. Remember that CI is not market research, abstracts or news articles, thick reports of facts, nor found. CI is processed, actionable information used for minimizing strategic decision risk. It is created for a specific purpose.
  • 38. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 38
  • 39. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 39 There is a great deal of business intelligence software available now. What software would you recommend for setting up a CI system in our company? There are a number of software programs and SCIP has published a study on software (see Fuld & Co "Intelligence Software Report 2000"), however, the appropriate software will depend on your organizational requirements and existing IT systems. Sounding like a broken record - Software will NOT produce intelligence. Software cannot read and understand your questions. Software cannot read and understand supporting materials - NOT NOW ... and may I suggest, not ever! The human brain is still the only software and hardware that can make sense of and analyze information to produce meaningful intelligence for decision makers. However, having said the above, CI software and/or IT is an enabler in the CI process. As a tool it can play a number of roles - it can become a data collector, filter, and repository; it can move the information to the right customers; and it can make the whole intelligence process more user friendly allowing more people to participate in sharing vital knowledge. Just remember, without the analysis and understanding, and using only a software system, all you are doing is moving information around your organization. No intelligence has been created. How can I begin a CI project in my company? CI can be started in a small way. The key is understanding who your client user will be and key issues that they will be addressing over the coming months. Without a key intelligence topic (KIT) or key intelligence questions (KIQ) you have no project. Once you have understood your clients requirements and the strategic issues involved you can start your CI project. The first step in establishing any CI program in a company is to ensure that you are able to deliver some value at the end. By starting with a small project and working with your client, your chances of success increase.
  • 40. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 40 Chapter 2 PROFILE OF BPO, IT AND CRM SOCIETY (BIC SOCIETY) VISION: To make North Karnataka Region an international destination for BPO, IT and CRM activities. MISSION:  Facilitating setting up of BPO, IT & CRM enterprises in North Karnataka  Developing and harnessing the human resource potential in North Karnataka region by enabling educational institutions in training & development of students in this region.  Facilitate and Co-ordinate recruitment process for the benefit of industry and students.  Encourage entrepreneurship in the area of BPO, IT and other allied areas in this region.  To lobby with Governmental Agencies for creation of necessary infrastructure and environment for IT related activities in this region NEED FOR THE SOCIETY: Information Technology has a tremendous potential for economic development in the North Karnataka region. STPI, IIITB (Hubli Campus), STEP, and Incubation Centers have all been set up to usher in the IT revolution in this region. Research projects at Undergraduate, Postgraduate and Doctoral levels have been carried out on various facets of the above area. In order to see discernible results in the form of wealth
  • 41. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 41 creation and employment generation at the regional level, it is felt that a society for BPO, IT & CRM activities should be setup to initiate, co-ordinate and generally be a catalyst for development of all resources in this region. This Society will also help in creating an environment suitable for development of IT industry in this region. Hence this Society is being formed THE OBJECTIVES OF THE SOCIETY  To make North Karnataka as the international destination for BPO IT and CRM activities.  To facilitate, associate and help, in all ways possible, various Government agencies and departments for improving the infrastructure facilities as required by the IT and allied companies.  To encourage research in the areas of CRM, BPO and ITES sectors by initiating projects at graduate, postgraduate and at doctoral levels.  To encourage setting up BPO, IT based industries or ventures in the region by increasing awareness amongst potential students for a career in BPO, IT, improving the Human Resource base through education and add-on Training Programs.  To Increase social awareness of BPO, IT industry and also remove some misapprehensions of the industry so that it helps in overall development of the region.  To design and facilitate conduct of training programs to enhance skills of students seeking career in BPO, IT sector.  To facilitate the Venture capitalist invest in this sector and thereby help in overall growth of BPO, IT sectors in this region.  To provide information on State and Central Government Policies on various support and incentives available to this sector.
  • 42. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 42  To help evolve and design ITES policy for the BPO / ITES and CRM sector with special reference to the North Karnataka region.  To undertake any activity that the Executive Committee may feel necessary for the overall development of the BPO, IT sector in North Karnataka region. BPO (BUSINESS PROCESS OUTSOURCING) Industry profile What is Business Process Outsourcing (BPO)? The concept of outsourcing started with Ross Perot when he founded Electronic Data Systems in 1962. EDS would tell a prospective client, "we are familiar with designing, manufacturing and selling furniture, but we're familiar with managing information technology. We can sell you the information technology you need, and you pay us monthly for the service with a minimum commitment of two to ten years. BPO is the act of transferring some of an organization's repeated non-core and core business processes to an outside provider to achieve cost reductions while improving service quality. Because the processes are repeated and a long-term contract is used, outsourcing goes far beyond the use of consultants. If done well, BPO results in increasing shareholder value. The main difference between BPO and more traditional IT outsourcing is that BPO offers companies a way of achieving transformational outcomes much more quickly. In a typical BPO contract, a service provider takes over a specific corporate function. Effective BPO encompasses much more than just changing who is responsible for performing the process. In BPO, the outside provider not only takes on the responsibility to manage the function or business process, but also re-engineers the way the process has been traditionally done. The next generation of Business Process Outsourcing has emerged as a priority for businesses looking to better options in managing their application portfolios. The first wave offered low-cost, off-shore development labor, but today firms are demanding new, less risky options for applications that are strategic, complex, or mission-critical, while
  • 43. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 43 still taking cost into consideration. Outsourcing has moved from a niche technology management tool to a mainstream strategic weapon. Business Process Outsourcing leverages process driven efficiencies in terms of organizational excellence, responsiveness & branding, financial efficiency and customer relationship. BPO is emerging as a powerful and flexible approach that business leaders can use to achieve a wide range of tactical and strategic aims. The most common business process that gets outsourced is call centers. Call centers and Help Desks of many multi national and fortune 500 companies are being outsourced to low waged, English speaking countries such as Philippines and India. Countries like India with vast IT human resources are also attracting outsourcing from American IT/Technology companies to outsource their IT Help Desks. Many of these help desks are state of the art with latest Help Desk software and help desk hardware with technical savvy IT graduates behind them answering your questions.
  • 44. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 44 Key Elements of BPO Business Process Outsourcing in today's world is seen as a strategic management option rather than just a way to cut costs. It helps achieve the companies their business objectives through operational excellence and an edge in the market place. Every company today, has one or more of its services outsourced so that it can focus more on its core competencies. Outsourcing's emerging power as a business tool of unique versatility and flexibility is undoubted. Resources of the companies need to be focused on core business functions so the non-core functions need to be outsourced. Outsourcing gives you the right combination of people, processes and technology to operate effectively in the Global market place without burdening your time and budget. This is the reason why more and more companies are showing interest in outsourcing there activities to various offshore locations. With the cost to bring a product from development to market having increased significantly, outsourcing is seen as a potential savior. Two prime factors come into play when searching for a reliable outsourcing provider: quality and price.
  • 45. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 45 BENEFITS OF BPO Business Process Outsourcing (BPO) has been found beneficial to the businesses with the results of increased customer satisfaction. More efficient operations, access to global capabilities, increased cash flow, and faster time-to-market are also the very feasible outcomes of BPO. Non-core business processes, such as human resources, finance and accounting, are critical, but also resource-intensive, time-consuming, and costly. Outsourcing improves operational efficiencies and drastically reduces costs without large, up-front capital investments. Business Process Outsourcing provides quantifiable benefits through improved efficiencies, lower overhead, reduced payroll and benefit expenses, and fewer capital investments.
  • 46. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 46 Companies seeking the Business Process Outsourcing benefits generally engage themselves in a systematic process led by the outsourcer and well designed to ensure a positive and mutually beneficial experience for both client and provider. BPO allows organizations to move non-core business processes to a services provider so that they may focus on the more important strategic, revenue-generating programs that create profitable growth and sustain business success. BPO provides access to proprietary workflow systems, process reengineering skills, and innovative staffing and delivery models, combined with world-class technology delivered by experts. Business Process Outsourcing provides the flexibility to respond to a rapidly changing marketplace and scale operations up or down as conditions dictate. How big is this Business Process Outsourcing affair really? The first question is about the size of the ITES/BPO business in the years ahead. There is such a wide range of estimates put out by consultancies and private research agencies that credibility is at a premium. An estimate prepared by IDC that NASSCOM cites sees global ITES business rising from $570 billion in 2002 to $1,200 billion in 2006. The recent E-Commerce and Development Report 2003 cites a Goldman Sachs figure of $570 billion in 2005 for global BPO contracts and a Gartner estimate of $300 billion of ITES revenue in 2004. Another research agency, Forester, says that because of unreliability of suppliers, the global BPO business will rise to only $145 billion by 2008. With the increasing presence of Globalization, many companies are turning to offshore outsourcing. Outsourcing increasingly has taken the shape of Business Process Outsourcing, where whole business processes (such as support and development) are outsourced. Worldwide spending on Business Process Outsourcing (BPO) services will increase to $682.5 billion in 2008, with a compound annual growth rate of 11 per cent, says a study by analyst firm IDC. The growing backlash against BPO mirrors the public protests against the loss of jobs in manufacturing in the 1970s and 1980s - with one difference. Workers in IT and high-tech are numerically fewer but they are more powerful and have a greater visibility than the organized labor of the 1980s. Whatever the management consultants may say
  • 47. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 47 about the larger benefits of outsourcing to the U.S. and the U.K. economies, rising unemployment among IT workers will lead to political and social lobbying that will compel corporations to go slow on outsourcing. The sword of globalization will be fought bitterly by the IT community in the U.S. Irrespective of the logic of globalization; the favored locations for BPO cannot hope to benefit freely from the drive to relocate services. Cross-border business process outsourcing is an emerging field in which the Indian subcontinent has moved forward aggressively and is one of the leaders in the field. India, one of the leaders in the Business Process Outsourcing sector in the world today, owes a robust growth of 8% in its economy to BPO. The past few years have seen major IT companies from the United States outsourcing their work to the subcontinent. All around the world, however, countries now compete to offer BPO services to large multinational organizations. The driver of this next stage in automation is not technology per se, but changes in competition and how businesses operate and execute their strategies. The Internet may be the agent of change, but the engine of change is a need to cut costs and improve core business processes in increasingly competitive global markets. THE OUTSOURCING HISTORY OF INDIA The outsourcing history of India is one of phenomenal growth in a very short span of time The idea of outsourcing has its roots in the 'competitive advantage' theory propagated by Adam Smith in his book 'The Wealth of Nations' which was published in 1776. Over the years, the meaning of the term 'outsourcing' has undergone a sea-change. What started off as the shifting of manufacturing to countries providing cheap labour during the Industrial Revolution, has taken on a new connotation in today's scenario. In a world where IT has become the backbone of businesses worldwide, 'outsourcing' is the process through which one company hands over part of its work to another company, making it responsible for the design and implementation of the business process under
  • 48. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 48 strict guidelines regarding requirements and specifications from the outsourcing company. This process is beneficial to both the outsourcing company and the service provider, as enables the outsourcer to reduce costs and increase quality in non core areas of business and utilize his expertise and competencies to the maximum. And now we can see the benefit to the service companies in India as they mature, prosper and build core capabilities beyond what would generally be possible by the outsourcing company. Since the onset of globalization in India during the early 1990s, successive Indian governments have pursued programs of economic reform committed to liberalization and privatization. Till 1994, the Indian telecom sector was under direct governmental control and the state owned units enjoyed a monopoly in the market. In 1994, the government announced a policy under which the sector was liberalized and private participation was encouraged. The New Telecom Policy of 1999 brought in further changes with the introduction of IP telephony and ended the state monopoly on international calling facilities. This brought about a drastic reduction and this heralded the golden era for the ITES/BPO industry and ushered in a slew of inbound/outbound call centres and data processing centres. Although the IT industry in India has existed since the early 1980s, it was the early and mid 1990s that saw the emergence of outsourcing. One of the first outsourced services was medical transcription, but outsourcing of business processes like data processing, billing, and customer support began towards the end of the 1990s when MNCs established wholly owned subsidiaries which catered to the process off-shoring requirements of their parent companies. Some of the earliest players in the Indian market were American Express, GE Capital and British Airways. The ITES or BPO industry is a young and nascent sector in India and has been in existence for a little more than five years. Despite its recent arrival on the Indian scene, the industry has grown phenomenally and has now become a very important part of the export-oriented IT software and services environment. It initially began as an activity confined to multinational companies, but today it has developed into a broad based business platform backed by leading Indian IT software and services organizations and other third party service providers. The ITES/BPO market expanded its base with the
  • 49. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 49 entry of Indian IT companies and the ITES market of the present day is characterized by the existence of these IT giants who are able to leverage their broad skill-sets and global clientele to offer a wide spectrum of services. The spectrum of services offered by Indian companies has evolved substantially from its humble beginnings. Today, Indian companies are offering a variety of outsourced services ranging from customer care, transcription, billing services and database marketing, to Web sales/marketing, accounting, tax processing, transaction document management, telesales/telemarketing, HR hiring and biotech research. Looking at the success of India's IT/software industry, the central government identified ITES/BPO as a key contributor to economic growth prioritized the attraction of FDI in this segment by establishing 'Software Technology Parks' and 'Export Enterprise Zones'. Benefits like tax-holidays generally enjoyed by the software industry were also made available to the ITES/BPO sector. The National Telecom Policy (NTP) introduced in 1999 and the deregulation of the telecom industry opened up national, long distance, and international connectivity to competition. The governments of various states also provide assistance to companies to overcome the recruitment, retention, and training challenges in order to attract investments to their region. The National Association of Software and Service Companies (NASSCOM) has created platforms for the dissemination of knowledge and research in the industry through its survey and conferences. NASSCOM acts as an 'advisor, consultant and coordinating body' for the ITES/BPO industry and liaisons between the central and state government committees and the industry. The ardent advocacy of the ITES/BPO industry has led to the inclusion of call centers in the 'Business Auxiliary Services' segment, thereby ensuring exemption from service tax under the Finance Bill of 2003. These measures have led to a steady inflow of investments by large foreign companies such as Reuters, for establishing large captive ITES/BPO facilities across India. Moreover, the existing ITES/BPO operations of major multi-nationals are also being ramped up to cater to the ever increasing demand for better and speedier service. Almost all of India's top ITES/BPO giants have announced some form of expansion and
  • 50. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 50 are in the process of hiring manpower to fill the additional seats. India's competitive advantage lies in its ability to provide huge cost savings thereby enabling productivity gains and this has given India an edge in the global ITES/BPO marketplace. NASSCOM studies pinpoint the following factors as the major reasons behind India's success in this industry (Source: www.nasscom.org):  Abundant, skilled, English-speaking manpower, which is being harnessed even by ITES hubs such as Singapore and Ireland.  Improving telecom and other infrastructure which is at par with global standards.  Strong quality orientation among players and their focus on measuring and monitoring quality targets.  Fast turnaround times and the ability to offer 24x7 services based on the country's unique geographic location that allows for leveraging time zone differences.  Proactive and positive policy environment which encourages ITES/BPO investments and simplifies rules and procedures.  A friendly tax structure, which places the ITES/BPO industry on par with IT services companies. Outsourcing to India offers significant improvements in quality and productivity for overseas companies on crucial parameters such as number of correct transactions/number of total transactions; total satisfaction factor; number of transactions/hour and average speed of answer. Surveys by NASSCOM also revealed that Indian companies are better focused on maintaining quality and performance standards. Indian ITES/BPO companies are on an ascending curve as far as the quality standards are concerned. Organizations that have achieved ISO 9000 certification are migrating to the ISO 9000:2000 standards and companies on the CMM framework are realigning themselves to the CMMI model. Apart from investing in upgrading their CRM and ERP initiatives, many Indian ITES companies are beginning to acknowledge the COPC certifications for quality and are working towards achieving COPC licenses.
  • 51. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 51 Despite being a fledgling in the global ITES/BPO industry, the Indian ITES industry recorded a growth rate in excess of 50% in 2002-03. Industry experts consider this a positive indication of the times to come and a look at the ranking and the revenue and headcount statistics show the potential of the industry. The global ITES/BPO industry was valued at around US$ 773 billion during 2002 and according to estimates by the International Data Corporation worldwide, it is expected to grow at a Compounded Annual Growth Rate (CAGR) of 9% during the period 2002-2006. NASSCOM lists the major indicators of the high growth potential of the ITES/BPO industry in India as the following (Source www.nasscom.org  During 2003-04, the ITES-BPO segment is estimated to have achieved a 54 percent growth in revenues as compared to the previous year.  ITES exports accounted for US$ 3.6 billion in revenues, up from US$ 2.5 billion in 2002-03.  The ITES-BPO segment also proved to be a major opportunity for job seekers, creating employment for around 74,400 additional personnel in India during 2003-04.  The number of Indians working for this sector jumped to 245,500 by March, 2004.  By the year 2008, the segment is expected to employ over 1.1 million Indians, according to studies conducted by NASSCOM and leading business Intelligence Company, McKinsey & Co. Market research shows that in terms of job creation, the ITES-BPO industry is growing at over 50 percent. Surveys of the Indian ITES/BPO industry in 2004 expected it to follow the trends given below: Customer care: Customer care and support services will continue to lead in terms of revenue generation, with a turnover of around US$ 1200 million in 2003- 04., up from last year's turnover of US$810 million. Finance: With the financial services segment moving into value added domains like insurance claims processing, financial management services and equity
  • 52. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 52 research, this segment is expected to clock the highest growth, with estimates of US$820 million in revenue in 2003-04, up from US$510 million in 2002-03. HR services: HR services are also expected to grow and revenues are expected to touch US$70 million during 2003-04, thereby providing latent opportunities to the industry's dominant players. Payment services: This segment has also been identified as a high growth area within the industry, and is expected to generate revenues of around US$430 million for 2003-04, up from US$210 million in 2002-03. Administration: Revenues from the administration services segment are expected to increase from US$ 310 million in 2002-03, to US$540 million during 2003-04. Content development: The content development services segment which includes engineering and design services, digitization (GIS), animation, network management and biotech research, is expected clock a turnover of around US$520 million in 2003-04. The availability of technically trained and skilled manpower in India is making companies across the world look at the country as a profitable base to shift their high-end support services. Companies like COLT Technology Services are considering outsourcing their technical back-office support work to India. Other areas are high-end network engineering/management support. Another field which is showing immense potential is that of digital content creation and animation. Animation studios like Walt Disney, MGM and Warner Brothers are already outsourcing low-end work like clean- ups, tweening and modeling to India. The availability of skilled and trained manpower and India's ability to keep in step with the latest technological advances in the industry is prompting foreign studios to consider India as a base to shift other high-end animation work like storyboarding and developing original content for animated films ad TV series. Tele-radiology is the next segment that holds great promise, mainly due to the time zone differences and the availability of highly skilled radiologists and companies like Teleradiology Solutions have been offering their services to US and South-East Asian
  • 53. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 53 hospitals for the past two years. Engineering services like CAD/CAM 2D, 3D and CAE modeling and design automation are the latest additions to the ever increasing list of processes being outsourced to India. COMPANY PROFILE Manthan Services Manthan is a leading provider of Business Process Management services to companies in the legal, retail and market research domain. We run world-class service operations in the Indian and global environment. We specialize in provisioning of offshore professional services to firms through global delivery model. We are guided by some of the leading thought leaders and domain experts from the industry. Manthan Services has a pointed focus to comprehensively deliver the value of quality and cost to companies around the world through optimized global delivery model. Headquartered in Bangalore, Manthan provides comprehensive support services in the niche areas of Legal, Retail and Business & Market Research Verticals.
  • 54. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 54 Manthan's core strength in the legal domain is a team consisting of highly qualified solicitors blended with vast experience in the legal domain working together with people whose forte is process expertise in BPO. This combined capability of domain and process expertise is the key proposition of Manthan service offerings ensuring predictability and reliability. Manthan provides services across the lifecycle of Business and Market Research. The services span intelligence reports on companies/sectors/economy. As part of quantitative data analysis Manthan is a strategic partner to various Market research firms, enabling them with high-end analytics capabilities. We support firm in their bid to be more competitive and service a variety of research needs. We cover the entire lifecycle starting from data aggregation to business reporting & presentation services. In the retail domain, Manthan works with retailers to provide complete analytics solution and support them in their various functions. With a thorough grounding in this domain, Manthan Services offers a wide range of services to players in the global retail industry delivering quality services. Services Legal Services Manthan provides comprehensive case management support and transaction processing services to solicitor firms across domains of:  Intellectual Property Law  Conveyancing  Remortgage  Immigration Law  Employment Law  Injury Compensation Law  Wills and Probate
  • 55. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 55 Manthan provide other support services like legal transcription and data digitization & archiving services to our clients. Retail Services Manthan cover the entire retail cycle offering support services to retailers in stages of planning, procurement, sales and tracking. The service offering ranges from tracking activities like invoice reconciliation to product information management. Sales support services like Customer Information Management and Catalogue Management are part of our core offering. Our expertise spans: Retail Analytics Plano grams Content Management Catalogue Management Transaction Audits Invoice Reconciliation Research and Analysis Manthan provide comprehensive support to Market and Business Research companies across various verticals. The services include:  Data Preparation & Analysis o - Statistical Modelling Reporting o - Media Evaluation  Clip Coding & Analysis  Industry/Company/Market Profiling - Competitor Analysis - Benchmarking Transaction Processing Manthan provide backend support and processes voluminous transactions for its clients. We provide expertise for both, contact and non-contact services. Our systematic approach towards training, quality control and service delivery helps our associates, process transactions and consistently perform above the client's enterprise averages.
  • 56. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 56 Manthan cover the entire range of services in payroll and accounting including accounts receivables / payables, ledgers, bookkeeping, financial reporting among others. Customer Care Manthan provide support services across all customer touch-points such as phone, e-mail, web-response, and chat. We provide round the clock support for customer care, order processing, complaint resolution, direct response and e-mail response management. Manthan highly skilled and trained work force manages your services to deliver customer delight. Sales Support Manthan provide a full range of marketing support including acquisition, retention, win-back programs, lead generation, market research surveys, and appointment setting to both business-to-business and business-to-consumer customers. Manthan offer sophisticated data analysis techniques and provide constant campaign performance information that is utilized to evaluate our calling strategies and re-focus our efforts when necessary. Clients At Manthan, we have committed to excellence and are constantly upgrading our expertise in our key domains. Manthan work with prestigious Market & Business Research and firms for our service in the Research and analysis domain Request for Case Studies in Research & Analysis Manthan are working with some of the largest retailers in the area of Retail analytics and transaction processing services. Request for Case Studies in Retail Manthan clients include leading solicitor firms based in UK providing direct legal services. The ken of services delivered span from legal research to legal case management in residential conveyancing. LEGAL SERVICES
  • 57. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 57 Manthan at Manthan make an attempt to be an extended arm/team of our clients (law firms in Us, UK and other commonwealth countries). Manthan have built a team of qualified lawyers with expertise in UK and US laws. Our service offerings span the following practice areas: Intellectual Property Law Manthan IP practice assists companies in various activities including patent search, patent landscaping, patent drafting, Freedom-to-Operate, agreements besides trademark and copyrights services. Our IP team is a blend of technology experts and IP solicitors. Conveyancing Manthan provide conveyancing services including sale, purchase and right-to-buy services. Our team is proficient in drafting documents, coordinating with lenders, purchasers, sellers, housing council and bank for the complete lifecycle of a transaction. Our team has expertise in handling most exceptions, which can occur in such transactions. Remortgage Manthan remortgage services help client in managing all stages of the transaction lifecycle. Manthan team handles the complete process from receiving instructions, updating the case management tool, asking lender for documents, coordinating the all concerned parties to ensuring that the payment is received by the lender within the specified time frame. Manthan team proactively handles all reviews during the remortgage lifecycle. Immigration Law
  • 58. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 58 Manthan draft documents related to all immigration practices spanning work permits, citizenship, sponsorship declarations, student & visitor visas, change in status and all other permits. Employment Law Manthan employment law practice has expertise in drafting commercial agreements, claims for unfair dismissal, discrimination, working time regulations etc. Injury Compensation Law Manthan team offers Injury compensation law services like road traffic accidents and employment related injuries. Manthan expertise and knowledge in this field puts us in the best position to service these needs. Wills and Probate Manthan provide wills and probate drafting services from our India center. Our team, proficient with UK laws and US is best placed to provide these services from India. The review procedures both at India and onsite ensure quality of service. RETAIL SERVICES Retail Analytics Manthan cover processes that aim to drive market share and customer profitability through the use of intelligence derived from data mining and statistical modeling. Manthan Analytics umbrella includes tools and capabilities that can enhance the identification, acquisition, management, and retention of customers. Process examples include risk modeling, data mining, actuarial and underwriting services, response models, customer segmentation, and cross-sell models. These processes form part of every stage of supply chain sales analysis, Panel Data Analysis, promotion effectiveness, merchandise planning and inventory planning. Panel Data Analysis
  • 59. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 59 With increasing competition and wafer thin margins Retail and CPG companies are witnessing shift from focus on geographical expansion to efficiency and effectiveness of their sales strategy. This has put the focus on understanding and catering to changing customer needs & demands. With expertise in data analysis & statistical modeling coupled with unparalleled understanding of Retail Manthan is in unique position to cover the entire lifecycle of Panel Data Management. RESEARCH AND ANALYSIS Manthan Services offer comprehensive support services in the areas of Business and Market Research. Our services are aimed both at the service providers and direct clients alike. Business Research Manthan Business Research services help companies in keeping track of the dynamics of its competitive space, identify trends and strategic opportunities and analyse best practices. The services span across domains (retail, manufacturing, logistics, financial services etc.). Specifically the services include: Company and Industry Intelligence - Profiling, Benchmarking studies - Focused studies Business Alert and Tracking Services - Industry - Market - Consumer - Economy - Competition Typically the analysis and reporting is based on Internet search, access to analyst reports, SEC filings, press releases, expert opinions and Wall Street reports. Media Evaluation
  • 60. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 60 Media Evaluation is a key tool for organizations in evaluating their media coverage, PR effectiveness, sector tracking and competitor intelligence. Manthan provide support services to Global Media Evaluation companies in monitoring and analysing media coverage. We assist our clients in: News Clips coding Objective & Subjective Media Analysis Target Segment Favourability ratings Competitor coverage Brand Equity Tracking AVE Focused studies on sector/technology trends Manthan work on client specific coding and analysis methodology Market Research Market Research is the starting point for any marketing initiative and is also a major input in new product development. Our market research offerings are specifically designed for companies operating in B2C space. We assist companies in: Data Preparation Data Cleaning Reliability Check Data Transformation Data Analysis Statistical Modelling Business reporting Typically the services are very useful for demand analysis, market segmentation, customer satisfaction surveys, brand research, advertising, media & promotion effectiveness and product, packaging & pricing research among others. Manthan skills span the various statistical tools (SAS, SPSS etc.) and extensive knowledge of retail sector.
  • 61. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 61 Chapter 3 PROFILE OF OTHER BPO ORGANIZATION Adarsh Solutions Pvt. Ltd, Bangalore Services : Content Management, Data Conversion, Data Digitization, XML Tagging, Data Mining, Recruitment Services Location : Bangalore Founded:Self Employees : 120 Indian and US Based company Adarsh Solutions Pvt. Ltd. is a globally focused Software Development, Training services and manpower Consultancy Company. Adarsh Solutions (P) Ltd is based in Bangalore, India, and has a dedicated team of software professionals with diverse technical skill sets. This number is steadily growing to help us achieve our vision and goals. Stringent quality standards, exceptional resource capabilities and a consistent record of delivering solutions to clients on schedule, drive the company's focus. Our areas of specialization are in the field of Finance, Internet & Intranet Solutions, Hospital Information Systems, Content Development, Interactive Electronic Technical Manual (IETM), Application Software, and Project Management. By focusing on our client's distinctive core competencies, we develop cost-effective software, using
  • 62. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 62 the State-of-the-Art Technologies, to cash in on the optimized solutions that we endeavor to deliver. Aiming High... Adarsh's objective revolves around QUALITY, CONSISTENCY, COMMITMENT and CUSTOMER SATISFACTION. Simply stated, Adarsh Strives to offer nothing but the best to its customers. Commitment... We believe that the best solutions are those that help you meet your business objectives. We offer you a unique combination of our rich business experience coupled with our expertise in cutting edge technology. Mission... Adarsh strives to provide globally acceptable quality solutions which delight the customer. Vision... To be the preferred solution provider in the IT industry. Software development: As one of the core activities, Adarsh offers need based solutions to its globally located clients in various domains. Our well-trained software engineering teams have extensive experience in developing world class standard solutions to all corporate needs, with quality as the prime concern. We follow industry proven development cycle to ensure high quality, bug free and timely delivery of the desired solution at competitive price.
  • 63. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 63 CONTENT DEVELOPMENT The Content Services are tailored to meet individual customer needs. These include extracting, cleansing, organizing and enriching existing data in multiple formats. Quality procedures like LTPD and six sigma are followed to ensure accuracy of data. Content Development involves data mining of technical specifications from Catalogues/Journals supplied by various Manufacturers & Suppliers of Components worldwide. The data is used to provide a comprehensive, integrated solution for managing all indirect non-planned materials and strategic MRO (Maintenance, Repair and Operations) buying in a single instance, allowing both localized order execution and global leverage. It helps companies monitor, decide and act on information to make long- term strategic decisions -- such as where to place a distribution center, or whether to use more suppliers -- down to the execution phase, when a company must react to last-minute changes like the breakdown of a delivery truck or a last-minute order change. CORPORATE TRAINING Adarsh has a team of professionals who are focused towards achieving excellence in the field of software training and manpower consultancy. We also have a team of software consultants, who have a very rich experience in the local and international markets. Adarsh has a dedicated facility suitable for corporate trainings. The State of art, fully networked corporate lab can accommodate upto 25 professionals for online training programs.
  • 64. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 64 Adarsh aims to provide total training needs of its customers by employing a proactive approach towards imparting specific & need-based training and development. Adarsh offers world-class training to their customers in the following MANPOWER CONSULTANCY Adarsh is headquartered in Bangalore and is complemented by an extensive network of associates in other parts of India so that the clients are assured of the most effective services across a broad geographical spectrum in seeking, selecting and recruiting professionals of the finest caliber. Adarsh is known for a high degree of excellence, reliability and quick turn around time. This is because we work in close conjunction with the client & understand the requirements perfectly. In addition, our computerized databank matches potential candidates with a client's specific needs. Functional Methodology Adarsh will meet the clients to establish what their needs & requirements are. This helps map the client's needs vis-à-vis the search criteria. Once all information is gathered and assessed, the search process begins. Depending on variables like experience, job skills and industry, a search activity is put into process through a combination of databank, industry recruitment, referrals & advertisements. Potential candidates are then identified and screened by a panel of experts to ensure that their skills, expectations and interests match your business needs. It is only then we draw up a list of the final candidates, giving you details of their background, achievements, interests and previous employment. We are also fully geared to assist you in the interviewing process and conducting reference checks. And once the selection has been made, we also help out in the negotiation of salaries and benefits. Ability to help clients in setting up their off-shore center in India and formulate business plans and preparation of employee hand-book, compensation survey which includes salaries & benefits, survey of remuneration and HR
  • 65. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 65 practices. PRODUCTS Adarsh offers various products for various need of the organization. The following is a brief insight into the products developed by us: Integrated Project Management System (IPMS): IPMS aims at building an integrated solution for managing a multifaceted project for project execution company. The emphasis is on work efficiency through comprehensive work schedule that eliminates duplications, idle time improves cycle time, ensures consistent quality throughout the project. IPMS deals with Project management knowledge areas including the process that needs to be followed in order to manage a project effectively, which are outlined below. Project scope management Project Time management Project Cost Management Project procurement management Project Human Resource management Project status monitoring Project quality management Project communication management Chainage Leveling: Chainage Leveling is an application, which calculates the amount of earth to be removed or added for a given area, to make it leveled to a given elevation. Here the user first defines the geographical area. Then the elevation along the different points of the ground is input by the user. The area used as construction space is then defined, and then
  • 66. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 66 the desired elevation for the construction space is given. For this defined area, the volume of earth to be added or/and removed is calculated and a report is generated. e-Interman [Interactive Electronic Technical Manuals - IETM]: e-Interman mainly emphasizes on maintaining the technical manuals electronically in a highly interactive way. The product is based on the class 3 of the IETM standard. IETM overcomes the drawbacks of paper representation. e-Interman is extensively used in organizations which predominantly uses paper documentation for reference, training, help. School Information Management System (SIMS): SIMS offers an easy to use solution for schools and colleges. The application can be used in Internet and intranet environment. This product helps in keeping track of student, staff, inventory and library information. The application can also provide information regarding the progress of students. Hospital Information Management System (HIMS): HIMS has been specifically developed to cater to hospitals to keep track patient records, case studies, inventory, ward allocation, patient billing etc. Company name Adith Multilingual Services Pvt. Ltd. Foreign Language Translations, eLearning Bangalore self 50 Accenture, IBM,Wipro,InfoSys,Reuters etc. Company have been training people world wide for language and culture. We always had problem to find structured information About language and Culture which made us to come up with Documentation center and library. Their motto is to promote the culture and language and make people to understand the essence .every culture and language is beautiful. Every custom has scientific reason.
  • 67. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 67 Company have collection of various language and culture information. We want every one to utilize this information world wide. Our main objective:- Promote the culture and language Develop the best documentation and library on language and culture Classification session Clippings and reports file on culture / language Classification French, German, Japanese, Russian, Chinese, Spanish, Italian, Arabic, Portuguese, Greek, Persian, Korean, Dutch, Danish, Hebrew, Hungarian, Norwegian, Swedish, Polish, Indonesian, Malay, Thai. Icelandic etc.., Cultural work shop:- Adith conduct cultural work shops and events for corporate and Individuals, We groom them to fit into the market according to the region. All these programmers are customized According to the Language and culture and region. Adith comprises of highly skilled and experienced professionals, best suited for well-integrated services. The team is experienced in the world of language and literature and is familiar with various cultural intricacies. The efficiency of the team and their international exposure enables them to cater to the international market with adeptness and expertise Azilon Corporation Knowledge Management Bangalore, Santa Clara US Funded 30 Large number of clients in Health Insurance and Pharma At Azilon, we understand that organizations are burden with an enormous amount of regulations imposed by State and Federal agencies. We have developed an Enterprise
  • 68. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 68 Compliance and Risk Management system (ECRM) to help organizations manage their audit and risk assessment, filing, regulatory tracking, and contract management needs. Azilon Corporation is based out of Santa Clara, California with 2 development centers in India. The company is in operation since 1996 with a successful track record in the United States, providing customized IT solutions to businesses in Healthcare, Finance, Legal, and Pharmaceuticals, as well as providing services in Consulting, Application Management, eBusiness Solutions, Enterprise Application Integration, CRM, Information Security and Wireless Solutions. Our state-of-the-art offshore development centers in India help us provide cost- effective solutions in application customization, program support, and implementation services to our customers. Our computing and communications facilities are equipped with the latest networking and communication capabilities. Azilon is being promoted and managed by a group of successful entrepreneurs from Silicon Valley and offers product and solutions for Regulatory Compliance, Internal Audit & Risk Assessment, Sarbanes-Oxley, and Contract Management. Azilon‘s objective is to provide organizations with an enterprise-wide solution to manage compliance and contracting processes across multifunctional business units more effectively. Our Enterprise Compliance and Risk Management System delivers standardize solutions in the area of regulatory filing, audit, regulatory tracking, and contract management. We also provide services in the following areas to provide end-to- end solutions. As companies grow, building an infrastructure to track and manage information becomes more and more important for operational efficiency, regulatory compliance and to retain and protect business information. Companies need to create and establish processes that comply with the standards and guidelines that are laid by various regulatory agencies such as Sarbanes-Oxley, HIPAA, or ISO. As a leading provider of HIPAA (Health Information Portability and Accountability Act of 1996) products and services, Azilon has worked in one of the most intensively audited and regulated U.S. industry sectors. We understand that compliance
  • 69. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 69 goes beyond IT requirements to core business policies, processes and procedures. In short value is affected by the ways an organization manages its governance investments and internal control disciplines Products: Enterprise Compliance & Risk Management Systems Azilon‘s web-based Enterprise Compliance and Risk Management (ECRM) system allows organizations to manage their audit and risk assessment, filing, regulatory tracking and contract management through process automation, collaboration, communication, and business integration capabilities. It is customizable to support any specific processes organizations may follow. The system addresses common compliance goals, drives down the operational costs of compliance and minimizes the risk of non- compliance. It comprehensively defines and thoroughly documents each step in a proven process to help predictably achieve and maintain compliance. ECRM is secure, user-friendly, and intuitive. It has a graphical user interface with robust reporting options, allows multiple users to work in parallel, and supports clients- server, web browser as well as desktop application modes. ECRM is robust and database- driven, customizable to create a centralized project plan across departments and locations. Like the ―Operating System‖ Azilon‘s ECRM provides a foundation to the housing of Azilon‘s various sub-systems with transaction interchangeability. ECRM consists of the following sub-systems, scalable for additional sub-systems:
  • 70. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 70 Audit Management System (AMS) The Audit Management System is a web-based process to manage internal and external audits more effectively. The module is built on a modular structure that can be customized to fit the structure of the audited organization.
  • 71. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 71 Filing Management System (FMS) Filing Management System is a comprehensive electronic filing process allowing an organization to define, manage, track and perform various regulatory filings with external agencies. Regulatory Tracking System (RTS) The Regulatory Tracking System tracks various regulatory activities such as incident reporting, patient complaints, internal issues, etc. Contract Management System (CMS) The Contract Management System delivers a comprehensive web-based solution to streamline and optimize the flow of the cumbersome manual processes of a contract life cycle. Overview As companies grow, building an infrastructure to track and manage information becomes more and more important for operational efficiency, regulatory compliance and to retain and protect business information. Companies need to create and establish processes that comply with the standards and guidelines that are laid by various regulatory agencies such as Sarbanes-Oxley, HIPAA, or ISO. As a leading provider of HIPAA (Health Information Portability and Accountability Act of 1996) products and services, Azilon has worked in one of the most intensively audited and regulated U.S. industry sectors. We understand that compliance goes beyond IT requirements to core business policies, processes and procedures. In short value is affected by the ways an organization manages its governance investments and internal control disciplines. Service Offering Azilon believes that the needs of each of our customers are unique and strives to fulfill them accordingly, using a combination of our domain expertise, technical sophistication, project management depth and our US and Offshore delivery
  • 72. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 72 methodologies. Azilon is a company with a global outlook, a highly regarded and experienced management team and a deep-rooted work ethic. Driven by a thoroughly professional and ethical approach, the company believes in lifetime value for client, total commitment to quality and continuous knowledge building. Our consulting and development services leverage our dedicated infrastructure and talented resource pool, in order to cater to your specific requirements. Here at Azilon, we give your company a competitive advantage by providing you with experienced team members dedicated to delivering, to you, the highest level of service. Benefits when partnering with Azilon: Client requirements come first. Azilon has the expertise to understand their clients‘ requirements and provide a customized solution. Their solutions to the IT shortage. A worldwide recruiting pipeline gives Azilon multiple options for sourcing, qualifying, and proposing enough IT talent to meet clients‘ needs. They know how to find the right people. Azilon recruits from the top technical institutions worldwide, and pre-qualifies candidates before recommending them to clients. nvest in their consultants. Azilon recognizes that keeping skills up-to-date is the difference between success and failure in an ever-changing industry. We have made a significant investment in training to keep consultants‘ skills current and have state of art training centers in USA and India. On-time delivery. Azilon fully-staffed corporate headquarters provides the administrative support to move consultants from one project location to another, and to make sure they are ready to work when and where they are needed. Cost-effective solutions. Our offshore facility provides clients with the option of moving portions of some projects to associates in India. This results in faster delivery at a lower.
  • 73. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 73 Company name B2K Corp [Bytes to Knowledge] Technical Support / IT Helpdesk, Contact Center / Customer Care, Finance, Health Care, Medical Billing Bangalore Oak Investment Partners [$4 million],UTI Venture Funds Management Company Ltd., Dhanalakshmi Bank Ltd 250 About Brickwork Brickwork was founded by ex IT Secretary (Government of Karnataka- Bangalore). Headquartered in Bangalore, Brickwork has a team of highly knowledgeable and skilled analysts who are MBAs, CPAs, Social Science Graduates, doctors, lawyers among other professionals. With the expertise of our talent, we provide innovative and holistic solutions to our clients across the Globe.Our analysts cover range of industries, which includes – Healthcare, Insurance, Retail, IT, Banking, We offer busy global executives their own personal assistant in India. Our Remote Executive Assistant can handle your back office work, spreadsheet analysis, Power Point Presentations and more. He/she can help you keep pace with what you want to read. We make an extensive use of our expertise in technology to stay in constant contact with our clients. Every analyst at Brickwork is almost in office next door to provide assistance to its customers across the globe. Brickwork Vision Brickwork‘s Vision is to be the Gateway to the Best of India – its most celebrated talent and its fantastic growth.
  • 74. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 74 Brickwork Mission Our mission is to achieve client delight by consistently delivering superior value. Brickwork‘s mission rests on the best Indian talent, continuous learning and communication. SELECT CLIENTS 1. Consultants 2. Healthcare 3. Technology 4. Finance/Investment Firms 5. Automobile 6. Hospitality/ Service Industry 7. Music 8. Education 9. Steel 10. Advertising 11. Media 12. Textile 13. Real Estate 14. Legal Consultants  One of world‘s largest corporate Strategy and Consultancy Firm based in US. The Firm helps leading enterprises develop, build and operate strong business that deliver sustained shareholder value growth.
  • 75. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 75  Amsterdam based leading Independent Consultancy specializing in strategic sourcing and helping Organizations strike the right balance between what they do themselves and what they outsource.  A Minnesota based Data-driven Marketing Consultants with expertise in analytics, data mining and database marketing with focus on ROI.  A Retail giant based in US.
  • 76. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 76 Finance/Investment Firms  A leading Consultancy providing finance and strategic management advice to developing Companies.  An Investment Advising and Consulting Firm based in Switzerland, providing hedge fund investors with fully serviced, customized, complementary and cost- effective hedge fund portfolios.  A full Service Auction Firm specializing in commercial and residential real estate, commercial and retail business, machinery, heavy equipment, surplus vehicles.  A US based leader in Disability Income Protection and a top provider of supplemental benefits.  An independent, European Corporate Finance boutique advising mid-market companies on financing and M&A transactions.  Atlanta based Investment Banking, merger and acquisitions advisory and business improvement consultancy.  A London based Venture Capital and Funding Firm.  A UK based Firm investing in technology business and assisting entrepreneurs to achieve International success. Music A California based recording Company offering talented musicians access to a creative and collaborative environment. Advertising  A leading Ad Agency offering marketing and branding services, brand and corporate identity consulting and campaign planning services. The Agency operates through a network of offices in the US, Asia and Europe.  A UK based leading supplier of innovative promotional items, gifts and accessories to a wide range of customers in many markets in UK and abroad. Real Estate
  • 77. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 77  A California based financial advisor to developers of multifamily affordable housing.  A US based Firm specializing in the acquisition and development of commercial real estate and multifamily properties. Healthcare  A US based leading healthcare Firm providing exceptional level of medical and non medical care to private clients, hospitals and medical institutions.  A US based leading manufacturer of hearing aids.  A world‘s largest, integrated provider of dialysis products and services.  A freelance biomedical writer & editor, dedicated to delivering excellence in biomedical communication. Automobile  Iowa‘s largest full service dealer started in 1981.  An American Private Equity Firm with over $1 billion in equity capital. With a vast base of experience in sourcing materials and generating revenues from developing countries, the Firm has been involved in developing JVs in Brazil and India. Education  A leading Institute of Technology based in UK.  A Management Institute based in Singapore.  US based and one of the world‘s leading providers of lifelong education. The Firm is a world leader in test preparation. Media
  • 78. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 78  A UK based online media company using the power of the world wide internet to deliver performance based results for clients in Financial, Computing and Retail sector. Legal  A leading Firm providing customized support to companies in the process of Internationalization and business development services. The Firm offers the necessary legal, financial and managing support to assist and support enterprises operating or expanding in overseas market. Technology  A US based leading business open source Software Company. Hospitality/ Service Industry  World‘s largest hotel chains advisors who have assisted the launching of several successful hotel and resorts.  A US based operator of electricity and natural gas distribution utilities. Steel  A Mexico based steel structure and consulting company.  A Canadian exploration company listed on TSX Ventures Exchange. They are into exploration of base metals, platinum group metals, titanium, iron and diamonds. Textile  A US based alliance of independent regional linen companies providing apparel and textile services to national, regional are large retail medical accounts. Advantage Intellectual Capital Brickwork brings time tested and tried capabilities in responding to the needs of business, its customers and staff. In an industry like ours, performance depends heavily on our people and their ability to use information and technology effectively to provide
  • 79. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 79 innovative and holistic solutions. Brickwork‘s clients have an access to the best of Indian Intellectual Capital, who are MBAs, Engineers, Social Science graduates, CPAs from leading Indian and International institutes. India Knowledge Indian market is an emerging market and offers vast opportunities for foreign companies to make an entry. The opening of FDI in select sectors like real estate, single brand Retail has made India the preferred choice for foreign Investment. Brickwork has a comprehensive understanding of India; the market, Indian industries and businesses. With our India knowledge we can provide our customers with data on the business, industries etc. We can also assist them either in entering India market or assist them do business independently or with an Indian partner. Innovation and Domain Expertise: As the business environment becomes more challenging and competitive, innovation becomes crucial for top-line growth for an Organization. At Brickwork innovative ideas emerge from understanding customers‘ product and their experiences. With our expertise in Primary and Secondary Research; Proprietary Analytical Tools; Certified Quality Procedures and State of the Art Processes, Systems, Methodologies and Global Benchmarks, we transform data into intelligence and intelligence into knowledge - thus setting apart high performers from ordinary ones. With Brickwork, you also outsource your worries. The long-term success of a product depends heavily on the quality of support that goes with it. So we provide the kind of technical support that makes a good product great. We have the people, we have the processes, and we have the technology to deliver world- class support. Think about what that could do for your product. Market Research
  • 80. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 80 Brickwork market research insights are delivering value to gamut of clients from various industries and functional backgrounds. Industrial houses, Consulting Companies, SME‘s are finding our services complementing their internal teams seamlessly. Some of our deliverables included market assessment reports, opportunity (new technology) assessment report, preference study, industry/sectoral analysis, country attractiveness analysis. In most projects the insights are delivered after a comprehensive study and analysis of secondary data available from various sources. There are also clients for whom we devise and conduct primary research and present the findings. Growing contract renewals after first engagement with Brickwork stands testimony to quality and resourcefulness of our market research insights. Portfolio of Services Our range of services includes preparation of Executive Briefs, Company/competitor Analysis, Industry Analysis, Country Analysis, Market Potential Studies and Product/Technology Feasibility Reports. Executive Briefs typically cover  a snapshot of an industry/company under review;  critical issues that affect the industry viz., regulations, subsidies, consumer trends, suppliers, etc;  key players, their position and their strategies; and  useful leads for further analysis Company-specific Analysis involves  basic analysis of financial and operational performance over the years  in-depth analysis of the company's operations such as sales per employee, capacity utilization,  comparative cost structures, marketing spend over revenue etc  capturing comparative strategic initiatives, company‘s response to market changes etc. average  capital and research investment Industry Analysis typically covers
  • 81. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 81  structure of the industry – no. of players, organized or unorganized, intensity of competition, product life-cycle,  negotiating powers, etc  identifying key success factors in the industry which may be control of technology trends, raw material sources,  supply chain, distribution, low cost base, etc  understanding customer needs and trends, regulations and policies, status of substitutes‘ industries, etc Market Potential Study covers  tabulating population, demographic data  segmenting the total market based on different criteria, recommending suitable segments  profiling the groups in terms of buying potential, decision making teams, buying frequency, seasonality of  purchase, etc Customer Perspective typically covers  Understanding Client‘s Business/Products/Service potentials  Identifying potential customers(leads) across the globe or specific region  Creating database of these leads India Strategy It’s Intellectual Capital, Cost Arbitrage & Growing Market With the global outsourcing market growing at a break neck pace, India offers three benefits. You have an access to the Indian Intellectual Capital - Engineers, MBAs, CPAs and others from leading institutes, to enhance the productivity of your operations. You can set up your own low cost, high quality Offshoring Center in India. And you can plan your foray into the fast growing Indian Market. India Advantage:
  • 82. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 82 Hire Indian Intellectual Capital The dot com era made acquisition of skill sets difficult at any cost. Even mature industries paid a heavy price as the young and talented professional were lured by high stock options and pay. The implosion of the dot-com era has made it considerably easy to acquire a certain skill set, but one will still be challenged. India has a large and growing pool of highly skilled resources who can meet these skilled deficits and can work remotely. This means that highly sort after skills can be acquired with significant discount. India has around 2.5 million graduates passing every year. The recruitment and scaling up for any Organization is much easier as compared to other location. Thus, India advantage is not only Cost – but cost cum competence, considering the large talent pool. Set up Offshoring Center You can set up your own low cost, high quality offshore center in India. This way you can gain cost arbitrage and also enhance productivity. You can either set up your own ODC or use an Indian vendor. You could begin with a BOT model to minimize initial hassles of dealing with the local agencies. The unit can be yours three or five years later. Enter Indian Market India ranks among the three largest emerging markets in terms of economic size and stock-market capitalization. Nearly a fifth of the $150 billion that has flowed into the stock markets of developing nations since 2002 has gone to India. The opening of the FDI in real estate and the new policy of SEZ (Special Economic Zone) has sized up opportunities for foreign investment in the Indian Real Estate. Last year Bangalore sold or leased over 9.28 million sq. ft space, thus becoming the third largest city in the world to achieve this benchmark. There has been an emergence of the upper middle class with higher purchasing power. The number of cell phones has gone up from less than 5 million to over 100 million in four years. The airports are getting crowded and a number of new airlines have
  • 83. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 83 entered the fray. The Indian middle class of over 250 million has become a reality. Thousands of jobs are created every month and the youngsters are buying cars, houses and more. The opportunity at the bottom of the pyramid is mind boggling. The rural India has much more purchasing power than made out to be. Some of the large hospitals in Bangalore receive over 30% of their revenue from the rural population. The prices in some of Bangalore shopping malls could be as high as those in the US. Recently in a Wharton Alumni meet an economics professor remarked, ―For the last thousands years, India & China have always accounted for over 45% of the world GDP. Only in the last 300 years the western powers dominated the world scene. India and China are taking their rightful position back, possibly in the next 20 years‖. It is thus important to enter these markets right now, especially India. India is the hottest of the hot markets. It provides unlimited opportunities due to its potent mix of brainpower and large scale. Brickwork Advantage: Brickwork can be your gateway to India and the Indian Intellectual Capital. We have a team of highly skilled and knowledgeable analysts who are MBAs, CPAs, Social Science Graduates, Lawyers, Doctors and other professionals from leading Indian Institutions. We select the best resource based on our clients‘ requirements. Brickwork offers a gamut of services to our clients across the Globe. General Services Brickwork‘s Executive Assistant Services vertical provides remote assistance to an array of industries. Authors, editors, realtors, real-estate consultants, brand managers, associates of customer service industry, individual entrepreneurs, independent professionals and small businesses, professors, officials of IT service industry, doctors, marketing and management consultants avail our services to manage office management tasks, thereby optimizing time and keeping themselves focused on building their business.
  • 84. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 84 Spectrum of Services We offer experienced assistants with exceptional organizational skills, superior attention to detail and high productivity level. Few tasks performed by our Executive Assistants are:  Transcription, manuscripts, resumes, PDF creation and conversion, file conversion and scanning  Preparing Presentations and News-letters  Customer/Business Prospecting using internet research and e-mailing  General Internet Research, e-mail marketing, email-blast, newsletters, Outlook  management and scheduling  Extraction, sorting, organizing and presentation of data  Simple spread-sheet work and power point presentations  Data entry and management  Data entry and management  Online planning Business Travel  Designing of Templates, proposals, e-news-letters  Proofreading: Editing, formatting, spelling and grammar checks Value-Add  Compiled articles and proposed editorial ideas to the editor at large of Esquire Magazine  Provided market analysis for electrical engineering products and recommended a strategy for pricing the products to a Marketing Consultant  Prepared courseware on Sales Training for a professional Sales Trainer  Prepared 2000 learning objects on various topics for an e-learning company  Provided research work on Rise & Fall of US Economy to an author for writing a book
  • 85. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 85  Collated employee data and prepared Performance Analysis report for a Customer Service Industry in US OPTIMIZING TIME Work round the clock The world has become remote with globalization. Despite cultural and time differences, it has become easy to leverage benefit in your favor. Brickwork is a pioneer in resource and time utilization. Our assistants would never make you feel that they are miles away from you. Financial Services Brickwork financial services vertical provides remote outsourcing solutions that enable investment/brokerage firms, money managers/fund Managers, venture capital funds, private equity and hedge funds, financial services companies and institutions, financial information vendors, consulting companies and banks to serve their customers, grow their businesses, and respond to evolving regulatory requirements by undertaking financial decisions more efficiently. Spectrum of Services We offer a rich set of industry experienced talent pool and a deep domain expertise in supporting our clients spread across many sectors to undertake investment decisions.  Equity and Fixed Income Research  Analysis of Cash-flow, financial statements and financial projections  Business plan/valuation models  Due diligence on mergers & acquisitions, preparing the offering memorandum and investor presentation reports  presentation reports  Competitive intelligence  Financial feasibility Studies  Sensitivity analysis
  • 86. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 86  Risk Assessment  Data Analysis  Loan and Mortgage Processing Financial Delivery Process INPUT OUTPUT Legal Practitioners or Law Firms Brickwork Legal Services can assist you with legal research, drafting and documentation and litigation reports. You are a Legal practitioner or head a Law Firm; Have high volumes and wide range of businesses to handle, need assistance with legal research, analysis and other legal services. Brickwork can assist you with high quality legal services. Brickwork Legal Service vertical provides services in legal analysis, case research, drafting and documentation, knowledge base creation in specific areas of practice, contract reviewing, and litigation support in areas such as Word Processing, legal transcription, data management and Conversion. Company Information Competitor Information Financial Statements Industry Reports Capital Market Reports Macro Economic Data Competitive Analysis Ratio Analysis, NAV Calculations Industry Comparisons Ratio Analysis, NAV Calculations SWOT analysis Costing, budgeting & forecasting Transaction Processing Funds administration and accounting Financial reporting Templates Business Plan Due diligence reports Private placement memorandum Equity & Bond Research Reports Recommendations PROCESSING
  • 87. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 87 Brickwork has a legal team comprising of analysts and lawyers with a background in litigation and are trained to meet the US legal drafting standards. Our skilled team can provide you cost effective and quality driven legal services to you. Some of the examples our work includes:.  A US based Law Firm used Brickwork Legal analysts for document preparation and research. Brickwork legal professionals assisted the Firm by taking up the preparatory work and sent dummy memorandums and legal opinions to the Firm on regular basis.  A leading provider of Subrogation Recovery Services to the Property and Casualty Sectors used Brickwork to create a legal knowledgebase for them. Brickwork‘s skilled legal professionals studied the applicable status and corroborate through relevant case-laws. After an extensive research, our skilled professionals compiled a database for insurance subrogation jurisdictional issues for their knowledgebase. FAQ  Services Offered  Research Methodology  Personnel  Facility, Data Management & Security  Contracts and Pricing SERVICES OFFERED What are the services that BRICKWORK offers? We offer services in the following verticals: Marketing Research – our offerings in this vertical include consumer behavior analysis, market potential assessment studies, identifying trends & opportunities, competitive and industry analysis as well as research on product, technology and applications.
  • 88. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 88 Financial Research – we offer business plan/valuation models for start ups, developing and mature companies. We perform analysis of cash flow, equity and financial statements. Our expertise also includes financial feasibility studies, financial modeling, projections and credit & bond research reports. Analytics – our team develops statistical models for converting data into actionable knowledge. We assist organizations in customer prospecting, retention, cross-sell and improving the overall marketing effectiveness. We assist financial companies in calculating credit scores to determine credit risks and also support organizations with clinical research data analysis. General service – our team of intelligent associates carry out e-mail and database management assignments, spread-sheet and power point presentations in addition to customer/business prospecting using internet research and e-mail. Our associates also perform secretarial, file conversion and scanning assignments. Legal services – our legal team comprising of analysts and lawyers with a background in litigation, undertake legal research, documentation and knowledge base creation in specific areas of practice. Company name: Bizprout Corporate Solutions Pvt. Ltd. Data Processing / Management, Accounting & Finance, Accounts Receivable / Payable / Reconciliation, Payroll, Invoice Processing, Corporate Secretarial Services Bangalore Self Funded 20 Intel Technologies India Private Limited, WorldSpace Private Limited, Apara Enterprise Solutions, i2 Technologies, CS Aerotherm, BillForge Private Limited Bizprout specializes in HR Back Office, finance and accounting services, Specialized BPO and Consultancy. We provide innovative business solutions that empower clients with a competitive advantage, enabling them to focus on their core activities. We deliver high quality services with our highly motivated and qualified team who are focused on ―EXCEEDING EXCELLENCE‖.
  • 89. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 89 Corporate world over are realizing that outsourcing accounting and HR functions is a smart business proposition as compared to the costly and elaborate in-house accounting capabilities. Additionally, there is a growing need to cut costs, centralize accounting operations and adopt best practices by transferring the ownership of running the accounting processes to experts. Intense competition in the industry is forcing companies to optimize their back-office processing capabilities, including capabilities for peripheral processes. Solutions-Our services are not platform dependent. We have the expertise to work right off a clients system - no matter which system the client may choose to use BIZPROUT (Business Process Outsourcing) Corporate Solutions Pvt. Ltd. was established as a limited liability company in the state of Karnataka, India in the year 2001. In the First two years of business operations, we have established a presence in the Indian Market by servicing big names in the Industry like Apara Enterprise Solutions, i2 Technology, Intel Technology, Integral Software India, iSeva and WorldSpace. Towards the end of 2003 we made a beginning in servicing overseas corporates like Kasenna Inc., CA, SRV Solutions Inc., and De-Scribe Inc., FL in U S A and Vertscape Inc., UAE helping them to establish a base in India.  Cost – effective (Companies benefit from the lower costs between 50 to 70 per cent savings).  We help companies in re-engineering their present workflows to become more efficient.  We implement best practices in the industry.  We are a highly process-oriented organization and we leverage technology significantly.
  • 90. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 90  Our services can be customized to fully meet the functional and MIS requirements of the Company.  Our operations are scalable to companies‘ demands.  We have implemented strong quality measures to ensure quality of our processes at every stage from the receipt of raw data from our clients to the final reporting.  Domain experts manage the processes.  Our services come with distinct value addition to the Company.  Good Track record of providing quality services to big names in the industry for the last 4 years VALUE PROPOSITION Quality: › Proven methodologies › Multi level review mechanism › Skilled Pool of Manpower Economics:  50-70% Cost reduction in Offsite Delivery Model  Convert Fixed Cost to Variable Cost Value Added Services  Increased centralization leading to Cost saving Efficiency:  Faster Turnaround time (time zone differences)  Learning Curve effect given wide spectrum of clients  100% Client retention Reengineering:  Implementation of Industry Best Practices  Continuous Process Improvements Services: Finance and Accounting
  • 91. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 91  Integrated Accounting o Account expenses and incomes o Account cash and bank transactions o Monitor suppliers‘ outstandings o Monitor customers‘ outstandings & collections o Liaison with banks and other financial institutions o Prepare monthly/ quarterly MIS reports o Prepare annual balance sheet/ income statements o Ensure statutory compliance o On-line Support for query resolution  Payables Management o Prepare purchase orders (PO) o Reconcile purchases with PO terms o Account invoices o Ensure statutory compliance - service tax, sales tax, STPI, Excise, VAT etc o Track suppliers‘ balances o Monitor payments to ensure maximum credit o MIS reports  Receivables Management o Prepare sales orders/ invoices o Ensure statutory compliance – service tax, sales tax, STPI, Excise, VAT etc o Account invoices o Track suppliers‘ balances o Follow-up for timely collections o MIS reports  Bank Reconciliation Statement o Reconcile book balances with bank balances
  • 92. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 92 o MIS reports  Fixed Assets Management o Assign numbers for every item o Prepare and maintain fixed assets register o MIS Report  Other Reconciliations/ One-time clean-ups Human Resource Back Office  Payroll & related Labour Laws Administration o Salary Structuring o Payroll Audit o Payroll and Reimbursements Administration o Tax and Labour Law Workshops o Investment Planning for Employees o Onsite Query handling o Statutory compliance relating to Labour laws including preparation and filing of statutory returns/ certificates and liasioning with various authorities Back Office Services o Data Processing o Any Specialized processes unique to the Company o Company Lease Accommodation process o MIS reports Etc. Claims Administration o Insurance Claims processing o MIS reports Etc. Applications Process o Loan Application process
  • 93. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 93 o MIS reports Etc. Advantages  Focus on Core Competency  Convert Fixed Costs to Variable Costs and be more profitable  Expertise, Domain Knowledge  Access to Internet/ Intranet technologies and ERP software aids in ..providing the .solutions remotely and more efficiently  Do away with handling complex and cumbersome routine processes  Maintain Confidentiality of data  Single point accountability  Access to Best Practices that enables improved efficiency  Re-engineer workflows and policies on a continuous basis.  Increase in Productivity by outsourcing peripheral business processes.  The Shareholders, Consumers and Workers benefit from higher ..quality of life made possible by cheaper costs of services. Convergys Billing, Contact Center / Customer Care Bangalore, Gurgaon Listed Company: NYSE 2000 Creating Value by Caring for Your Customers Convergys' extensive portfolio of billing, customer care and employee care products and services empowers your customers and creates new revenue opportunities for your business  Infinys™, the first truly convergent Business Support Systems (BSS) solution, supported by Convergys‘ broad portfolio of Professional Services  Award-winning billing and customer care solutions including Atlys®, ICOMS, and WIZARD™ Customer care  Contact centers that operate 24/7  HR Services that enables your personnel to manage their own accounts
  • 94. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 94 These are just a few of the capabilities Convergys brings to your business. Convergys has a full range of offerings – many based on our award-winning Next Generation Framework – including our current products and our new Infinys solutions that support convergent services. All of our billing products can be delivered via a licensed, Build- Operate-Transfer (BOT) approach, or as part of an outsourced or managed services solution. At our core, Convergys Corporation enables companies to create greater value from their customer and employee relationships through the application of our billing, customer care and employee care products and services. Our solutions offer a high-tech, human-touch approach that couples highly skilled customer service representatives with advanced customer and information management technologies and superior, state-of-the- art business processes. Convergys Capabilities We're already capable of:  Fielding more than 1.2 million telephone and Internet-based contacts every day on behalf of our clients through over 40,000 toll-free numbers and 22,000 Web- enabled workstations across such diverse markets as wireless, cable and broadband, Internet, CRM and employee care  Processing more than 50 billion wireless call detail records per year in Convergys data centers  Providing billing for video clients representing contracts for 34 million subscribers worldwide  Processing cable telephony bills for more than 2 million access lines around the world  Creating massively scalable software platforms that collect, rate and consolidate diverse and complex data streams  Providing over 20 years of BSS and CRM Professional Services expertise for our communications clients in support of millions of subscribers globally
  • 95. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 95  Transforming customer data into strategic insight that helps clients build and maintain strong, long-term customer relationships  Developing employee skills and knowledge to continually provide clients with forward-thinking responses and anticipative solutions  Employing a Business Process Outsourcing (BPO) engagement approach to help our clients manage growth cost-effectively and efficiently and to add strategic value to their customer interactions The Right People, Processes and Technologies Convergys‘ billing, customer care and human resources solutions combine skilled customer service representatives with advanced customer and information management technologies and state-of-the-art processes. Convergys delivers these services via licensing, traditional transaction outsourcing, managed services and Business Process Outsourcing to ensure our customers the best possible solution for every situation. Convergys' Offerings Billing Convergys offers proven, real-time billing solutions customized for the convergent communications marketplace, including real-time, transaction-based rating and billing for wireless/mobile, Cable/Broadband/DBS, wireline and next-generation service providers. Specific billing capabilities include:  Fast, accurate, real-time billing solutions  Bill stream consolidation  Switch management  Service order and traffic processing  Receivables management  Credit assessment and collections  Customer targeting and acquisition
  • 96. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 96  Interactive billing technology  Service set-up, provision and pricing  Usage processing  Electronic bill presentment and payment. Customer Care Convergys offers comprehensive customer care and contact center services, including:  Customer acquisition and retention  Web-enabled customer service  Technical support  Market research and customer value management  Database marketing services  Interactive customer services (IVR, advanced speech recognition and Internet)  Campaign management  Lead generation and dealer referral programs  Business-to-business telesales and Internet account management  Accounts receivable management  Business intelligence. HR Services Convergys Employee Care services enable improved care of employees in such areas as:  Benefits administration  Pension  Payroll  Mergers and acquisitions  Learning  Other HR services.
  • 97. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 97 Strategic Partnership Convergys' strategic partnerships are built on a solid goal: To establish relationships with business peers creating an extraordinary level of new value that neither partner can create alone. The relationship begins with Convergys' core competencies as a strategic partner:  Financial stability  Multiple industry experience  Knowledgeable and experienced personnel  A breadth of contact center service offerings and technologies  Market orientation and innovation. A Convergys prerequisite for a strategic, enterprise-level partnership is trusting in Convergys as an organization, its people and its core competencies in contact center operations. This enterprise relationship starts with Convergys employing a team dedicated and entrusted with understanding your needs and developing the value creation exercise into a reality. Team members include experts from sales, business management, knowledge management and quality assurance. Best Program Design and Performance Convergys' expertise in contact center program design and performance is the result of our commitment to leverage best-in-class practices by integrating our people, processes and technology to help clients enhance quality, increase sales and reduce costs. For more than 25 years, Convergys has supported customer care programs in many leading Fortune 500 and high-growth organizations, demonstrating a consistent track record for delivering strong business results. For example: Lowest Operating Cost to the Client Being the world's largest outsourced provider of customer care services does not necessarily mean being the "price leader." An organization must consider that all performance-based measures work together to drive cost, not just one or two. Evaluating
  • 98. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 98 all cost drivers ensures a complete cost picture as well as prevents cost-efficiency from inhibiting other program objectives such as call handling rates, sales conversion, etc. Cost-Preventive Performance Cost-preventive performance measures must be considered when evaluating the total cost of two competing solutions. For example, a high first-call resolution rate prevents customers from having to call a second or third time to achieve resolution. In addition, the availability of a more cost-effective channel, such as IVR, drives down the total cost to the client of managing customer interactions. The ability of Convergys to provide these kinds of capabilities contributes as much to the client's bottom line as a low price might from a competitive solution. High Utilization and Productivity Factors An organization that has high performance measures but very poor utilization and productivity is, in effect, paying for that level of performance. At Convergys, we help clients meet the challenge to maintain high utilization and productivity levels without sacrificing program performance. CRP Technologies [India] Pvt Ltd HR, Market Research, Operations Services, Credit Appraisals, Business Research For Banking Industry, Third Party QC/QA Mumbai, Delhi, Pune, Chennai, Bangalore, Hyderabad, Kolkatta, Bhubhaneshwar, Rajkot, Surat, Baroda, Palghar, Raigad, Nagpur, Aurangabad, Kolhapur, Nasik, Mangalore, Hubli, Mysore, Vizag, Vijayawada, Trichy, Salem, Madurai, Coimbatore, Cochin, Calicut, Tri Self 350 Wipro, ICICI Prudential, Intellenet Global, Opus Software, Progressive Infotech, Dabur India, Calyx Chemicals and Pharma, Office Tigers
  • 99. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 99 Core Ideology  Quality like Integrity is non-negotiable CRP is the torchbearer of ethics in India. That is the foundation on which we have built our vision. Team CRP will live by this mantra. The quality of our work is a non negotiable tenet as is the highest level of integrity. There are no short cuts in life, and only those who prescribe to this have a future at CRP!  CRP commitment is 'Sacred' CRP understands its responsibility to its customers, employees and other stake holders. Each member of Team CRP will imbibe this responsibility and will walk the extra mile to fulfill every commitment that we make.  Focus on Solutions, Not Problems We want to make this the way of living for all people who have been associated with CRP. Let this rule transcend our work. The very existence of a problem signifies the existence of a solution. We at CRP will not let any problem be bigger than our spirit to find an effective solution for it.  Protect the Core AND Encourage progress We at CRP will always embrace the "Genius of AND". We will protect our core values of ethics AND be a highly successful organization. We will not fall into the trap of the 'OR'. Strive for Stability AND Progress, Planning AND Implementation, Results AND Processes, Retain Core AND Encourage progress.  Continuous introspection on Processes Learning and evolution is a life long activity. CRP will never rest on the good work of yesterday but will strive for a better, safer and more stable tomorrow. We will continuously hold a mirror on our processes and try to add value to our customers by incessant innovation.  Hire on Attitude, Train for Skill
  • 100. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 100 Our People are the strength of CRP. We will always retain explicit faith in all human beings as our intrinsic premise. At CRP, the right attitude will always be encouraged with more learning opportunities. CRP is a positive organization and strongly believes that Positive people are successful people Cross-Tab Marketing Services Pvt. Ltd. Data Processing / Management, Market Research, Surveys, Data Entry, Data Mining Mumbai, Bangalore Inditech Solutions Pvt. Ltd. 50 Indian Companies in the Financial Services, FMCG, Retail and Technology sector. Global Research agencies and Fortune 500 companies. Overview Cross-Tab provides offshore outsourcing and paneling services in the market research & analytics domain to global clients in North America, Europe and Asia-Pacific. We are also a full service market research agency in India, specializing in online research. Cross-Tab's offshore outsourcing services for market research and data analytics processes help clients to reduce costs, improve productivity and gain access to the latest tools and technologies. This is done with short turnaround time, high quality and accurate service delivery from our service centers in India. Cross-Tab is an online survey company having proprietary B2C and B2B online panels in India. Global online research companies and corporates are using Cross-Tab‘s panels to reach online target respondents in India. Cross-Tab is presently developing online panels in other Asia Pacific countries to provide global online research companies with a better reach to the online population in the region. Cross-Tab pioneered online market research in India, and is a leading online survey company in the country. Cross-Tab‘s full service market research solutions are empowering clients, with the ability to make better decisions with speed, efficiency and cost effectiveness. Cross-Tab's research products and services enable clients to improve
  • 101. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 101 marketing strategies, develop competitive intelligence, increase customer retention and find out for themselves, what respondents have to say. Cross-Tab integrates multiple research methodologies, so businesses have a bird's-eye-view of the complete customer experience. Cross-Tab is today working closely with many leading businesses and agencies across North America, Europe and Asia Pacific. Our name Cross-Tab is derived from the term ‗CROSS-TABulation', an oft-used market research tool that examines responses to one question, relative to responses to one or more other questions. Philosophy and Vision Our vision is to provide our clients with market research, data collection and data analysis solutions through an open and transparent relationship, aimed at achieving common goals and establishing long-lasting co-operations. Cross-Tab's strategy is to understand the needs of the client and help them identify the best solutions, in the perspective of an optimal cost-benefit ratio. Towards this, we offer a high technology infrastructure with cutting edge tools, strategic inputs and resources that can help you redefine and reposition yourself and make bold growth in a competitive environment. Market research solutions Overview Cross-Tab is a full service market research firm providing customized research solutions to global organizations. At Cross-Tab, we have experience across all areas of research: from web surveys to CATI, PAPI, and focus groups, and from business to consumer marketing research. We provide online research solutions to our global clients across more than thirty countries where we syndicate the panel data collection through partners and manage the entire market research process from India. We have undertaken work in the areas of brand tracking research, ad diagnostics, awareness & attitude studies, concept testing, pricing, segment analysis, conjoint-based
  • 102. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 102 studies, continuous studies, etc. We are also doing customer satisfaction surveys for major clients. Cross-Tab aims to provide these solutions by developing an integrated path from understanding the need of the client, instrument design, data collection, data processing, analysis and reporting to the final client delivery. We have built and deployed centralized reporting solutions that provide real time feed of results and analysis of studies such as brand tracking research and customer satisfaction studies, on a centralized portal. Cross-Tab‘s market research services use sophisticated, web-based techniques to capture insights from all your stakeholders – customers, employees and target consumers. Our customers, both national and global, are from a range of industries and disciplines like FMCG/CPG, financial services, technology, hospitality, consumer electronics, durables, automobiles, websites and portals and others - who have needed actionable feedback from their target customers across the globe. We are able to deal with small ad-hoc projects as well as large multi-country tracking studies, where we manage the entire process and produce results quickly and efficiently, with maximum accuracy and security. OUTSOURCING SOLUTIONS Overview Cross-Tab‘s market research outsourcing solutions assist global marketing and market research organizations to reduce costs and improve productivity by outsourcing parts of their operations to our offshore service centers in India. Our services include:  Survey Programming  Global Online Data Collection  CATI  Data Processing & Analysis of Market Research Data  Advanced Data Analytics and Data mining  Preparing Reports and Presentations
  • 103. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 103 We are also providing innovative market research outsourcing solutions in the areas of online panel management and online survey management. Cross-Tab‘s market research service bureau helps clients reduce costs by up to 60% as compared to costs in North America and Europe, improve productivity and gain access to the latest tools and technologies. We understand the inherent complexities of providing market research outsourcing services from an offshore delivery base. We have strong established in-house processes to ensure proper implementation. Cross-Tab‘s market research service bureau has been able to reduce client‘s project turnaround time to a significant extent and helped them standardize processes across organization. Our service bureau has successfully managed data security and we employ global standards to ensure the same. For all major market research outsourcing services we maintain documented processes and quality control manuals, and hence produce the results with maximum accuracy. We are equally well versed with small ad- hoc projects and with large multi-country studies. Data Solution Labs Data Processing / Management, Data Capture & Processing, Data Conversion, Data Entry, Data Digitization, Data Validation Services Bangalore VC Funding 50 Intel, Sun Microsystems, Tata Tele Services, IBM etc Data Solution Labs was set afloat in the expanse of Information Technology in 2000 by a motivated group of young, first generation techno-entrepreneurs with the vision of creating value for its customers by developing and delivering strategic IT products and services. Data Solution Labs provides Business Process Outsourcing(BPO) services to global corporations in the Healthcare, Insurance, Banking and Financial services verticals. We deploy cutting-edge technologies in Imaging, data capture and process automation to deliver error-free transactions in quick time.
  • 104. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 104 Data Solution Labs is a leading company with various services ranging from content management to hardware sales with proven processes, technology and over many professionals who transform data in paper to electronic media. Data Solution Labs provides comprehensive content solutions for suppliers, buyers and marketplaces globally. Over the last 18 months, we have created a launch pad in both our focus areas of Information Management Services (IMS) and eBusiness, with mature technology, management team, quality processes, infrastructure and customers. We are moving into a high-growth mode with a clear vision and plan of becoming the leader in IT Services & ITES. Services Electronic Data Management (eDM) Services eDM refers to processes involved in creation and maintaining large volume of product related data over a long period of time. The data could pertain to Hospitals, Insurance Companies, Engineering and R&D data, Customers‘ data, Marketing Research data, Financial data and Sell-side data for B2B portals. The services will include domain understanding, database schema and digitization. These services can be offered to hospitals, insurance companies, manufacturers and distributors/catalogue publishers. Data Solution Labs has developed domain understanding, technology and tools required for data management services and we currently have a good team of people handling data management work for Clients in the US. Solutions to Healthcare Sector DSL completely understands the complexities and challenges involved, and offers customized services that help address the specific requirements of the business. DSL ensures that patients, physicians, and health administrators have immediate and simultaneous access to all critical information. We focus on automating the data flow in claims generation, process adjudication and settlement. Our services are designed with a view to improving the receivable cycle, and at the same time, reducing costs.
  • 105. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 105 DSL specializes in:  Transaction Services  Medical Coding  Smart/ Coding Analysis  Claim Generation  Claim Filing  Claims Processing  Adjudication and Accelerated Receivables Processing We can handle large-volume transactions and have the capability to ramp up within a very short period. Our proprietary solution ensures that data is extensively validated. The process includes scrutiny of reports, super bills, and encounter forms received from various departments through a well-defined and coded workflow. Once the clinical diagnostics, procedure codes and patient data are validated, our comprehensive technology application helps generate the HCFAs/837s automatically. Specialists handle exceptional cases manually. The Coding and Billing application combines innovative documentation tools, custom-designed software, and trained staff to provide accurate coding and filing. Our unique technology platform with document templates and auto field searches, offers faster, more accurate, more efficient, and more cost-effective solutions for claims generation. The workflow process is dynamic and can be configured to suit specific needs. The solution has built-in medical standards, coding logic, business rules, and regulatory guidelines to validate and deliver high-quality output, while maximizing value. Claims Processing Services The insurance industry maintains comprehensive records and documentation for each transaction. This typically results in complex information management process with multiple levels of approval. In addition to providing customer service, the company needs
  • 106. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 106 quality information and the ability to efficiently track transaction history. DSL service offerings in the health insurance domain are exhaustive - optimally automated to produce results that extend into the next stage of processing.  HCFA / UB claims processing  Adjudication service  Adjudication exceptions handling  Claim settlement & reconciliation to bank  Premia processing  Reconciliation with transactions set 820 and acknowledgement The DSL Advantage DSL is equipped to process machine print and handprint HCFA forms. DSL offers: A character base quality of claim data at 99.90% or higher, depending on the data completion, and a field data accuracy of 99.96-100% on data uploaded to the claim system The capacity to handle around 60,000-100,000 claims per 24-hour shift A high- end data capture process with built-in validations and exception handling Domain experts with a thorough understanding of the insurance industry Processes compliant with CMS requirements Solutions for Banking Sector While ensuring high quality standards, DSL brings forth substantial cost savings through the use of high-end technologies, dedicated customer-driven teams, domain expertise and world class processes. This effort is backed by state-of-the-art infrastructure, and a passionate team that delivers the best at all times. Our services includes:  Lockbox, Remittance Processing, Electronic Clearing & Check Truncation  Customer Query Response Processing  Receivables, Payables Management, Reconciliation and Exceptions Handling  Electronic Bills Presentment And Payment  Credit Card Processing
  • 107. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 107  Data Capture Forms And Transaction Processing  Signature Verification & Management  Customer Id Maintenance For Security Compliance  Mortgage Processing, Title Search And Schedule Preparation Solutions for Admin Services DSL offers benefit administration services - FSA (Flexible Spending Account and Cobra) to companies. This includes setting up Employer, employee FSA/Cobra account, and receiving, processing, adjudication and disbursement services. Benefit Administration service also includes administration services for co-pay, COBRA Services, e-Self Services, check for printing with services for credentialing and re- credentialing. The DSL BPO facility uses advanced collaborative tools that allow synchronized operations with customer Practice Management System and other proprietary systems. Claims and billings are efficiently coordinated to handle both paper based and ACH payments. DSL has the option of tracking employee claims through an innovative portal that can be linked to the customer's site for better and efficient customer relationship. Forms Processing DSL is confident to offer services to businesses that require assistance in managing forms processing and data workflow. We have the ability to manage a large volume of forms and our current capacity is about 0.5 million forms per day. Our services can be customized to suit specific needs, Our experts work with the customer in implementing critical projects - from requirement analysis to deployment and support. Our Forms Processing service observes proven product development practices to create client-specific applications and agents that integrate seamlessly with our product suite. We incorporate best practices accumulated from several successful customer implementations and experiences.
  • 108. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 108 Our implementation team uses its experience and expertise to deliver complete and strategic solutions - concentrating not just on the features and functions of technology, but on the impact to employees and business processes as well. The end result is an implementation that provides predictable, powerful and proven results. Database Management Systems Much of our data management work begins in our Document Preparation Department where slitting, extracting, sorting and coding is done prior to data capture. Thousands of documents pass through the hands of our staff each day! Many of our clients, initially drawn to us for data capture and data processing work , decided to outsource the pre-capture document preparation and function as well, ensuring an efficient and seamless process with full accountability and unmatched quality. Proper preparation means more efficient data capture and processing, and quicker turnaround time. Our staff of trained clerical personnel and managers provide pre- processing support regardless of size and task or the level of complexity. The services in the same include:  Database design & development  Data preparation  Indexing & Sorting  Data Formatting & Cleaning  Data Validation Data Analytics DSL Analytics can assist you with all your data analysis needs and save you and your company time, money, and focus. It doesn't matter if you need to tabulate simple counts, averages, and totals or if your problem requires multivariate statistics. It doesn't matter if your database is terabytes, gigabytes, or megabytes. By leveraging staff that are 100% dedicated to solving your challenging data analysis and business analytics problems you can get the job done quickly and cost effectively.  Data abstraction, data aggregation, data summarization.
  • 109. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 109  Data manipulation/analysis, including cross tabulation, pivot tables, and row and column percent.  Graph generation, including distributions, histograms, and matrices.  Automated data formatting, automated data transformation.  Business Analytics Services Cataloging Services Data Solution Labs provides an easy and accurate ways to reproduce the data present in the paper media and convert it into electronic form. The main idea in which transform paper or electronic catalogs into rich, classified and transactable electronic content for multiple B2B formats and provides comprehensive content solutions for suppliers, buyers and marketplaces globally  Maximum tracability and readability  Easier searchability  Accurate and flexible data in the order needed by the customer Application Service Providing (Software Development) Data Solution Labs have the most advanced software currently available across the globe. Our well-trained and experienced professionals are at their best always. Our applications are always: -  Well tailored to meet all the customer needs  Customizable  System study made to utmost perfection Web Site Developing (Content Management) We offer the best in web site developing and organizing data in a way to present and get the best out of your business.  Developing of site as required by the customer  Prompt services to back up all needs
  • 110. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 110  Hosting of web sites and domain registration done by us providing e-mail ids also to the customers‘ account  Preparation and loading  Cleansing  Hosting  Syndication  Data engineering and consulting VISION The vision of Data Solution Labs is the application of internet technology to create value for our customers. In this direction, Data Solution Labs is pursuing the twin focus of Information Management Services and eBusiness. We offer you the best in IMS and eBusiness. Data Solution Labs is always with you to transcribe your data and return back to you as per your need and desire. Hundreds of satisfied customers around the globe are the reasons why we are the best in what we do. Due to the difficulty in engaging and activating suppliers eMarkets have struggled to-date to deliver the benefits of B2B eCommerce to their participants. The creation and management of supplier content is fast becoming recognized as one of the key success factors to the future of B2B marketplaces. Our experience in the United States, Europe and Middle East shows that as many as 40% of a suppliers' products will change in any given year and 125% of prices will change in the same period. Suppliers need the ability to efficiently maintain and manage their content to ensure their products are within each of the B2B environments in which they choose to participate. Our team is ready to capture the unexploited market in Europe and Australia. 'Interaction' is the keyword that we depend for our success. We are the pioneers in delivering quality product by offering data that is not only accurate but also consistent. We are a group of fact oriented people who believe in 'what will work' rather than 'what will happen'. We always try to understand the situations by observing them and try to
  • 111. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 111 change the situations by making a strong influence that make things work. Solutions are meaningful when we relate them to logic. So we enjoy looking things from different perspectives and creativity matching it, ensuring that things will happen. A few of our valuable clients are:  Microsoft Corporation  Intel Corporation  Kennametal - Widia Limited  Indian Institute of Management (IIM)  Subex Systems Limited  Xerox Modicorp Limited  Toyota Kirloskar Motors  Tatatele Services Limited  Standard Chartered Bank  Hasco India Private Limited  Gallup India Private Limited  Levi Strauss India Priavte Limited  Ogilvy & Mather  Contract Advertizing India Limited  Central Road Research Institute  Radio City FM 91  Sridevi Technologies Private Limited  Aravind Designs Private Limited  CADD Solutions Private Limited  IQMen Data Solutions Private Limited  River Yellow Interactive Studio  OranjDot
  • 112. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 112 iGate Technical Support / IT Helpdesk, Contact Center / Customer Care Bangalore Listed Company: NASDAQ GreenPoint Mortgage & ING Vysya The pyramid of data-related offerings provides an analytics-driven, top-down approach to value generation thus ensuring maximum results from an Enterprise Information Management initiative. iGATE helps you understand your customer better, discover new selling opportunities and increase revenue. It goes beyond the limitations of traditional customer relationship management systems and instead uses existing enterprise systems to access, analyze and integrate critical customer data systematically from any source across the organization. This enables your managers to take immediate and effective actions that directly affect your performance. Built with analytic applications and intuitive business intelligence, the iGATE approach provides valuable insight into why events have taken place, forecast trends, and
  • 113. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 113 deliver alerts so firms can manage their customer relationships for profitability and significant gains. We have alliances with COGNOS, Oracle, Informatic and Teradata iGATE's process outsourcing services will allow you to achieve best-in-class industry specific process optimization and innovations, and significant savings beyond labor arbitrage, enabled by a global services delivery model without changing the process or the underlying applications. Through a combination of intelligent process management, proprietary outsourcing management technology with options of dedicated, shared service or transaction-based model, we ensure a high ROI for your business. Company offer services in two models. Business Process Outsourcing: here we operate the process on behalf of the client on the client‘s process and technology Business Services Provisioning (BSP): here we take end-to-end responsibility for the process and run it on the gold-standard process and technology, and provide the output in the required format to the clients on a pay-per-drink basis. This enables clients to variablize their costs, maximize efficiency and manage for spikes in business iGATE Global Solutions is focused on continuous process improvement and cost containment. We bring to bear our considerable domain expertise and analytics-based business optimization skills to drive down cost, improve process efficiencies and increase revenues and profitability for our clients. We deliver these through proprietary frameworks enabled by technology.  Services offered include: Banking Insurance Financial Services Banking  Consumer credit underwriting and processing
  • 114. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 114  Commercial credit and cash management processing  Credit /debit card related services  Mortgage loan origination and servicing  CRM analytics Insurance  Claims processing and underwriting  New policy issuance  Policy administration  Telebroking Financial Services  Securities trading back-office processing Service Across Verticals iGATE Global Solutions focuses on business services in the areas of  Benefits & payroll processing  Tax preparation  invoicing  Reconciliation  Accounts payable, receivables, general ledger and related accounting services  CRM analytics/Business Intelligence and Enterprise Data Management  Post-merger integration Data cleansing Our Model
  • 115. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 115 A state of the art Outsourcing Relationship Management tool, iSight, enables clients to have near real-time visibility into the outsourced process. For shared services, we reengineer the outsourced process without touching the client process through "magic mirroring" and this allows us to deliver an output in the most efficient manner without worrying about what the clients processes are. We aim to be the lowest cost transaction processor in financial services, F&A and human resources outsourcing. iGATE's consulting services include the following:  Outsourcing readiness consulting and enterprise process optimization consulting to identify which processes are best outsourced and which are best kept in-house  Business process reengineering aimed at improving processing efficiencies and reducing costs for new business, policy owner services, finance, administration and claims  Insurance scoring to increase conversion rates and reduce claims rates  Re-underwriting to analyze claims and underwriting data to improve underwriting rules & guidelines  Analysis of historical data to improve customer acquisition rates and customer profiling  Systems/platform integration and implementation, vendor selection and process consulting  Business analysis/project management for custom software development
  • 116. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 116 LogicaCMG pvt limited eLearning, Claims Processing, HR, Accounting & Finance, Contact Center / Customer Care, Data Services Bangalore , Czech , UK , Netherlands Self 170 Confidential LogicaCMG is a major international force in IT services. It employs 30,000 people across 36 countries. LogicaCMG‘s focus is on enabling its customers to build and maintain leadership positions using LogicaCMG‘s deep industry knowledge and its track record for successful delivery. The company provides business consulting, systems integration and IT and business process outsourcing across diverse markets including telecoms, financial services, energy and utilities, industry, distribution and transport and the public sector. Headquartered in Europe, LogicaCMG is listed on both the London Stock Exchange and Euronext (Amsterdam) (LSE:LOG; Euronext:LOG). Ma Foi Outsourcing Solutions Limited HR, Payroll, Resume Management Services Headquarters: Chennai. Other locations are: Bangalore, Mumbai,New Delhi, Kolkata, Pune, Ahmedabad, and Hyderabad. Overseas Locations are: Dubai, London and Singapore - 100 Servicing top corporates Ma Foi Consulting Solutions Ltd., (MCSL) is a fully owned subsidiary of Ma Foi Management Consultants Ltd, India‘s Number One HR Service Provider, and also part of Vedior NV, a 6 Billion Euro company and the third largest staffing major in the world. Our rich domain expertise has made us the leading national player in the realm of the HR BPO and the preferred partner for companies looking to outsource their human
  • 117. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 117 resource solutions. Since the beginning of our operations, our services have catered to the biggest names in the Indian corporate world. Our strengths lie in our ability to:  customize solutions to support varying client requirements  cutomate business practices in line with world-class standards  Institutionalize best practices across industry through continuous learning Drawing from our experience over the years, we are able to handle complex HR services. Our well equipped and connected network of offices in India and overseas makes it possible for us to render our services across the globe. It is our seamless blend of HR Consulting, Automation and Outsourcing that makes us a valuable single source to provide HR solutions to any organization. MCSL‘s Consulting service has evolved into a single point HR solutions provider offering services in Systems, Training, Compensation, Diagnostics and Public Systems. With diverse experience gained from partnering with some of the leading organizations worldwide, MCSL has now developed a solution-centric approach offering: Change Management Solutions Group Deals with business transactions and organizations undergoing functional changes that include systems, structures, policies and culture. Handles projects that deal with changes in:  Organizational Hardware: Organizational Structures, HR Systems, Skills, etc.
  • 118. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 118  Organizational Software: Culture, Management Styles, Organizational Values and Quality  We handle projects that consume 100 man-days or more of work and involving a combination of the following range of services:  RnR (Roles and Responsibilities) Mapping  Competency Mapping  Organizational Structuring  HR Systems Changes  HR Automation  Organizational Diagnostics People Development Solutions Group Training is an important factor in maintaining and improving interpersonal and intergroup collaboration and plays a significant role in the development of human resources. It also acts as an opportunity to reinforce organizational goals. Our objectives in training are to increase productivity and profitability of the organization by reducing cost, enhancing skill, knowledge and attitude of the employees. The 3-step approach that this group follows in developing such interventions is: Productivity Solutions Group This group of MCSL collaborates with organizations to effectively motivate, enhance productivity and performance, thereby increasing chances of retaining employees. It understands the client‘s requirements through an initial sensing and then offers appropriate solutions such as Employee Satisfaction Survey, Rewards Management, Performance Management and Retention Strategies. The range of services offered include: Compensation Management Industry-specific Rewards and Benefits Survey Compensation Position Benchmarking
  • 119. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 119 Compensation Structuring Variable Pay Schemes Best Practices Benchmarking Sales Reward Strategy Retention Management Employee Satisfaction Survey Retention Strategies Public Systems Practice Group The objective of this group is to promote effective management of public systems and provide opportunities to managers of public systems for developing managerial skills, attitudes and techniques. The Public Systems Practice integrates the services of expert consultants in the field and provides a systematic, practical and pragmatic view to revamp institutions. Having considerable depth in working with organizational structures and systems, MCSL contributes in effectively managing change. Some of the major projects carried out by this group include the Maharashtra Health Systems Development Project (World Bank assisted), Tamil Nadu Police Force, Tamil Nadu Health Systems (World Bank assisted), and the Uttar Pradesh Pulse Polio Campaign. Organizations across the globe are outsourcing non-strategic but critical resource consuming processes with objectives to Manage Cost, Manage Risk, and Accelerate Growth. Payroll Solutions MCSL provides user friendly, dependable and cost effective payroll solutions to its clients. It offers them the option to work with their existing software, or with the use of Ma Foi's software. This option enables the client to retain existing records and data, on company specific software. Flexibility is the key, whether the
  • 120. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 120 requirement is a simple payroll service or a total outsourced solution. The service is individually tailored as per client requirements. Features  Flexible benefits/basket of allowance pay processing  Monthly payroll and TDS computation  Payslip generation  Reports, bank statements, Salary JV preparation  Loan management - includes loan processing and maintenance of balances, computation of interest and EMI tracking  Attendance and leave records handling  Disbursal of salary across the country (drafts/bank/debit/floppy uploads)  Customized MIS to suit the needs of both HR and Finance  Query management - all queries related to salary, leave, PF, IT will be attended to via e-mail,phone and web-access  Tax advice on employee income from salary with details of tax saving investments Statutory Compliance Support MCSL offer its clients Statutory Compliance Support service, which takes care of monthly filing of PF, ESI, Professional Tax and Income Tax within the stipulated time frame. This enables the client to focus on core activities and still satisfy all the legal hassles of being an employer.  Statutory registration  Monthly deductions and filing  Annual/half-yearly statement preparation and filing  Liaise with LIC for superannuating and gratuity funds  Statutory audit Trust Management
  • 121. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 121 One stop solution for Trust Management primarily accounting, statutory compliance, processing applications, claims and query management for PF, gratuity and superannuation. Tracking of receipts and payments Compliance of investment pattern Close monitoring of interest/maturity proceeds Strict adherence to statutory procedures compliance Quick response to our client queries/quick procuring times and error free reports Web-enabled Services All our web-enabled systems are offered in the Application Service Provider Mode with hosting done by MCSL for the client. Our web-enabled services have user- defined access level restrictions. Customized to the client's system, our systems are user-friendly and secure. Specific inputs from or outputs to these systems can be interfaced with the Payroll Processing Services of MCSL. Employee Self Service MCSL will upload the salary reports of the client on the World Wide Web. Each employee in the client organization will be provided with a unique username and password to a secure MCSL website. Each employee can view their salary details and take print outs of individual reports. The HR/Finance Manager will be given the administrator rights to view the master salary reports pertaining to all employees. Attendance and Leave Management The Attendance and Leave Management System has been developed as a comprehensive tool to effectively manage and maintain the leave records of employees in an organization. This web-enabled system allows employees from different locations to log in to the system, apply for leave and obtain leave approvals/sanctions. This can be linked with an existing swipe card system.
  • 122. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 122 This system can also be used as an arrangement-tracking tool. Leave Balance Reports can be generated using the data processed through this system. This system can provide inputs to the payroll department. Employees Record Maintenance The Master Employee records can be maintained through this system. Updation of the personnel MIS Reports can be carried out through this system as per client's requirement Recruitment Management System (RMS) RMS is a customized workflow automation system for handling high volumes of resumes. It allows end-to-end processing of a requirement starting from Client Info, Client Requirements, Short-listing, Validating, Presenting, Interview Co-ordination and Updating Offer/Joining Status. What RMS can do for you Highly customizable software offering a comprehensive online database Web-enabled allowing entry to/access to a central repository of resumes from anywhere in the world Workflow automation Search query scans every word of each resume for optimum search results Automated email notifications Consolidated reports User‘s database and operations kept confidential, no access without user‘s consent User friendly interface with GUI features Format of original resumes untouched to retain uniqueness De-duplication check for automated detection of duplication of resumes Resume Management Services Research Activities Re-formatting of Resumes Resume Database Management
  • 123. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 123 Response Handling and Short-listing of Resumes Data Entry of Resumes Human Resource Management System (HRMS) MCSL has a comprehensive Human Resources Management System (HRMS) that aims to automate all HR processes and practices. HRMS is a web based Human Resource Management System that enables the HR Department to capture, track, modify and report all information relating to an employee during his/her life spanning the organization. Features of HRMS are:  Web based, allows multiple users, multiple locations, central repository
  • 124. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 124  eeds from different sources/locations integrated to provide a single composite picture  Powerful search tool/configurable  Knowledge sharing across branches  Status tracking  Single window to the HR Department  IS-effective decision making  User profile based access restrictions  calable to encompass non HR functions  Modular structure allows maximum customization for a customer  Very high system security Mysoft International Pvt Ltd Form Processing, Claims Processing, Medical Transcriptions, Contact Center / Customer Care, Data Entry, Medical Billing Bangalore Self Funded 150 Nupath LLC, Trisoft Global Services LLC Business Solutions : 1. Business Analysis 2. Consultation 3. Design 4. Implementation 5. Programming 6. Support Services. Technology Solutions :  E-commerce solutions  Mobile commerce  Legacy systems  Embedded Technologies  Telecom
  • 125. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 125  Networking  Systems integration  Internet/intranet/extranet development  E-learning Customer Contact services:  Sales  Customer Support  Help Desk  Technical Support  Surveys  Email Response Management  Live Web Support Business Process Outsourcing services  Payroll  HR Functions  Accounts Receivables  Accounting  Billing  Forms Processing Our Process Outline process: We follow a tailor made process for every project. Our process model relies on innovation, creativity and retrofitting proven best practices. Define objectives: Our business solutions team identifies and understands clients business concerns, determines the objectives and establish requirements and expectations for meeting those objectives. Evaluate: Analyze existing IT architecture, examine current business processes and day- to-day finctions within various departments.
  • 126. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 126 Analyze: Our detailed analysis model includes monitoring resource management, system utilization, department efficiency, and knowledge and utilization level of current systems. We use information accumulated during several meetings and the Evaluation phase as the basis for making appropriate recommendations to clients. Estimate: We prepare competitive cost estimates for hardware, software, installation and labor needed to implement custom-made solutions. We also solicit complete client participation at every stage, and make periodic presentations to apprise them of project status. Project Management: We have a team of dedicated project managers who monitor every aspect of the project schedule and budget, and ensure seamless implementation. Client communication is an integral part of every project execution and delivery. Implement: We work closely with clients to develop ongoing maintenance and/or follow-up schedules to ensure proper post-installation system functionality. Methodology  Company‘s competitive processes ensure on-time, budget-bound delivery of projects with an aim to exceed expectations.  Constant client interaction before and during the onset of every project to understand project goals, objectives, business purpose, and expectations.  Creating functional specification documents, which serve as effective and useful project blueprints. Our functional specification documents form the basis of detailed project plans, which provide details up to the final levels of drill down.  Design to integrate corporate identity and strategies to meet client standards.  Development sequences detailed in the functional specification document, under the guidance of the project manager.  Documentation of the client's system.
  • 127. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 127  Quality assurance/ testing and debugging to ensure compliance with highest quality standards, and earlier outlined functional specifications.  Implementation modalities and schedules are planned and reviewed in advance. Benefits Beyond the Balance Sheet… To keep pace with today's economic environment, organizations need to focus on their core competence. The easiest way of doing this is to partner with a service provider who understands your business and to whom, you can outsource your non-core, yet critical business processes. Nipuna Services Limited (‗Nipuna‘) is the BPO subsidiary of Satyam Computer Services Nipuna‘s interest is to be a long term partner addressing all aspects of the outsourcing requirement of clients. Nipuna gives ‗businesses going BPO‘ the very best in bringing cost efficiency with quality processes, round-the-clock operations, matchless infrastructure and a committed people force, by offshoring the Clients‘ critical but non core areas of operations to India. Nipuna, currently offer 53 Business Processes to 21 Global Customers out of its world-class centers in Hyderabad and Bangalore in India. Nipuna offers Industry specific services to customers e.g. in the Insurance and Healthcare sector services like Claims Processing, Policy Issuance, and Premium Accounting, etc. It also offers the Front Office Services like Contact Centers for Customer Service, Product Support & Technical Help Desk services as well as Back- Office Processes in the areas of Accounting, HR and other Transaction Intensive Activities, including Analytics and Animation. Nipuna Services Ltd. Claims Processing, Data Capture & Processing, HR, Accounting & Finance, Credit Card Processing, Animation, Customer Interaction Management, Loan/Mortgage Processing Bangalore, Hyderabad Subsidiary of listed Company: Satyam Computers, $20m from Intel Capital and Olympus Capital [Oct 2003] 1100 Elsevier,Large Scientific Publishing House based in the UK, US Telecom Service Provider, US Large Insurance Company, US Large Engine Manufacturer, US Large Healthcare Company
  • 128. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 128 Nipuna currently offers services in the following verticals. Insurance, Healthcare and Pharma; Banking & Financial Services; Manufacturing & Automotive; Telecom, Media and Publishing; Transportation, Logistics and Travel; Retail. With our highly skilled people, recruited, trained and retained in accordance with global people practices, we offer you unparalleled services in our world-class competences. Our key differentiators are our parentage, our professionals, customer orientation, proven methodologies, world-class infrastructure and unwavering commitment to quality. These differentiators translate into business benefits for you. Benefits that go beyond the balance sheet. Service Offerings Our 3-pronged approach - Cost Reduction, Cost Containment, Value Creation Leveraging more than two decades of Satyam's IT and consulting services experience, we partner with you to provide you the entire spectrum of BPO services. We have robust vertical industry expertise blended with a depth of horizontal competencies: Industry Focus: Insurance, Healthcare and Pharma Banking and Financial Services Manufacturing, Automotive, Energy and Power
  • 129. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 129 Telecom/ Media Travel,Tourism and Retail Major Service Offerings: Financial and Accounting Human Resources Inbound and outbound Customer Contact services (Voice, Web and Chat) Technical Helpdesks Engineering Services Animation Research and Analysis Artwork & Graphics Quality We integrate not one but three world-class, BPO centric quality standards that help us guarantee not just your satisfaction but delight. They are eSCM BS 7799 Six Sigma Each of these standards has been designed not only to eliminate defects but also the root causes of defects in business processes in order to work towards greater efficiency, productivity and accuracy. In addition, we have comprehensive Knowledge Management solution implemented across the organization for maximizing investments on information. One of Nipuna's Organizational Objectives is to achieve performance levels of 5+ sigma on all key metrics. One of the key metrics tracked in every engagement and support function is Overall Engagement Effectiveness (OEE). OEE consolidates performance on all key metrics for a process and reports it in absolute as well as sigma values. OEE performance is reviewed on a regular basis and the respective root cause for any performance gaps and low sigma values is addressed and tracked.
  • 130. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 130 Nirvana Business Solutions Technical Support / IT Helpdesk, Accounting & Finance, Contact Center / Customer Care, Transaction Processing, Data Mining, Marketing Program Support Bangalore Self funded [Promoted by Raj Konduru], $6m [2nd round] 400 The Nirvana Advantage Increased Control  100% voice and data capture, analysed using business intelligence engine  Secure web access for authorized users  Complete audit trail and visibility into process status Process Rigor  ValID - our proprietary framework to provide a clear roadmap for offshoring success  Transition Toolkit - incorporates best of breed methodologies that ensure smooth and timely transfer of processes with minimum disruption  GENext - our disciplined, process driven approach to delivering consistently superior solutions Business Intelligence using Cutting-edge technology  The integration of custom applications with workflow technology, 100% screen and voice capture, and tools for case management, and data mining ensure the availability of precise actionable informaton for continuous improvements Redundancy & Scalability  100% redundancy at all levels (network, transport, application). Multiple redundancies in local and international connectivity
  • 131. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 131  End to end IP solution enabling high resiliency and ability to seamlessly scale across different delivery centers  Members of our team have managed operations of over 15,000 people across multiple geographies Reduced Risk  Our comprehensive security approach built on the BS7799 framework is designed to ensure data integrity and maintain client confidentiality  Physical access restricted to authorized users through biometric access and a ―no paper‖ policy on the operations floor Better Collaboration  Nirvana‘s long term partnership approach ensures knowledge transfer back to our partners through regular governance meetings and proactive reporting By outsourcing to Nirvana, you ensure high quality, flexibility, scalability, advanced technology, and a commitment to excellence in service PROMYX Data Processing / Management, Accounting & Finance, Accounts Receivable / Payable / Reconciliation, Check Processing, Legal Outsourcing Bangalore, Cochin Self 50 USA, UK
  • 132. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 132 PROMYX in association with White Forest Law Offices, offers to provide legal outsourcing services. White Forest is an expert legal firm comprising a team of legal and technical professionals having expertise in business laws, commercial documentation, Intellectual Property rights and technology laws. The infrastructure, management capabilities and the International reputation of Promyx combined with the professional capabilities of White Forest Law Offices give you world-class professional support at competitive cost. Our professionals are competent in the laws of all the countries in Indian sub continent, and European, British and US Laws. Our areas of expertise include various legal documentations related to companies, including issues related to the company formation, maintenance of records, operations and transaction of business. We design appropriate business forms, draft work samples of various contracts, marketing agreements, vet the same for legal compatibility. We have expertise in the following practice areas- A. Technology Laws We assist clients while acquiring technology and on intellectual property rights, on various stages of negotiations. We conduct intellectual property audit, Intellectual property due diligence, searches and involve in pricing negotiations during the course of technology transfer. We specialize in –  Patent Evaluation  Copyrights  Industrial Designs  Trade Mark Searches  Geographical Indications  Licensing and Assignment Documentation  Registration of Licenses
  • 133. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 133  E Commerce documentations  Domain conflicts & availability  Electronic Data maintenance  File management  Technology disclosure writing for patents  Technology Prior art searches B. Business Laws We help you by providing legal support as efficiently like an in house professional in all legal documentation requirements in any of the below areas. We further act as a legal support team in business negotiations, contract formation, arbitration and conciliation and in dispute.  Commercial Documentation  Trade Secrets and Non Disclosure agreements  Outsourcing  Arbitration and Conciliation  Corporate Contracts  Business Alliances  Joint Ventures  Software project contracts  Disclaimers C. Legal Research and Documentation Support  Legal Research Support  Commercial Documentation Support  Legal pleadings and presentations support.  File management  Para-legal services.  Client information services Legal Services Outsourcing- Pricing
  • 134. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 134 We provide affordable services on a monthly retainer, by the hour or per project basis. Strategic use of outsourcing can allow continued sales expansion with significantly lowered costs. Promyx has trained professionals specialized in gathering, analyzing and reporting information. As per the predefined requirements and objectives of the client, we conduct online research of the market and the sales prospects and provide with detailed analysis and reports. Our experts collect and analyze customer data from their Web sites and other Research sites. A customized template can be specifically designed for this purpose to encapsulate all the information in a single spreadsheet. Some of the important information captured can be: 1. Details about the prospects 2. Financial Details 3. Executive Profiles 4. Latest News and Press releases 5. Employment Opportunities 6. Observations about latest technologies, partnerships, acquisitions and mergers 7. Such other details that can act as value proposition to the client Based on these vital inputs, you can gain sharper marketing focus. When you leverage our competency to provide you with the reports and analysis in the customized format, your sales team can concentrate their efforts with pinpoint precision. Our professionals are well versed with the market conditions of different regions across the globe. Your sales team will have more time at their disposal. We also specialize in -  Creating sales support materials  Design and Printing of Company Brochure and Mktg. Materials, Business Cards.
  • 135. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 135  Translation of Brochures. Our state of the art facility in Bangalore, India enables our professionals to have an edge over the others due to superior infrastructure and hands on experience. Benefits of Outsourcing Sales and Marketing Support to Promyx:  Target prospective customers more effectively  Find new growth and emerging market opportunities  Geographic breakdown by both market segment and vertical industries  Emerging markets-Data Segmentation Managing E-mail Campaigns Promyx can help revolutionize the way you advertise and communicate with your customers. Our dedicated team can assist you with all aspects of e-mail marketing, including subscriber management, campaign creation, campaign reporting and message delivery. We cater to customers from a diverse range of industries, due to our ability to customize our content to meet individual customer needs. We can help you-  Create and send newsletters, customized surveys, and questionnaires  Gather demographics, interests, and other data from your subscribers  Dramatically increase email campaign response rates and reduce churn.  Build customer Loyalty The Indian IT sector is constantly evolving of growth despite uncertainties marked in the tech sector during the last couple of years. Companies are looking at areas of growth like IT Enabled Services (ITES) and Business Process Outsourcing (BPO). According to a NASSCOM - McKinsey report, ITES would be a $ 17 billion industry in
  • 136. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 136 India by 2008. The sector has grown at 73% during last fiscal and recorded revenues of 7,100 crore. This apart, 15 global companies, including GE, HSBC, HP, Dell have announced their decision to set up offshore BPOs or expanding their existing facilities. The global recession and 9/ 11 have affected the revenues of companies, forcing them to cut costs. The outsourcing or setting up of in-house offshore facilities in India makes sound business sense as it saves costs upto 30-40 %. The BPO sector is set to grow at phenomenal rates in the coming years as per this estimate of NASSCOM. Despite competitions from countries like Ireland, Canada, Eastern European and South-East nations, India is vendors' No. 1 choice for offshore outsourcing, according to a World Bank-funded study due to the following reasons:·  Maximum Quality for Minimum Cost You can get many times of the large-volume, time- consuming tasks done in India for the same price than they could locally, without compromising on quality. Indian companies have unique capabilities and systems for setting, measuring and monitoring quality targets Thus India provides the twin advantages of Quality and Economy.  Highly Skilled Labor Force
  • 137. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 137 India has a tremendous labor pool of highly educated IT professionals, researchers, and other experts, remedying the problem of a skill shortage. The country's English speaking manpower rates high in areas such as qualifications, capabilities, quality of work and work ethics. This places India ahead of competitors such as Singapore, Hong Kong, China, Philippines, Mexico, Ireland, Australia and Holland, among others.  Time-zone difference Thanks to the 10- to 13-hour time-zone difference between the U.S. and India, urgent and mission critical jobs can get done overnight. The same holds true for routine functions such as customer service e-mail processing. India's unique geographic positioning makes this possible. Improved Infrastructure India's telecom and physical infrastructure is approaching parity with other developed countries. In just a few years, the definition of outsourcing has changed dramatically in response to the turbulent shifts in IT and in the business landscape. Outsourcing is no longer just an afterthought for companies that want to cut costs and avoid the overhead of
  • 138. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 138 managing technology. Instead, it has become an integral part of business strategy and increasingly defines how well companies compete in the global marketplace. A solutions-based communication especially created to deliver platinum service to Customers. As we committed to your business needs, we understand the unique challenges that drive your business. The finest pool of industry experts, at World Link (India) Contact Center, will constantly craft, create, and refurbish customized portfolio solutions. Starting off as offline Domestic BPO and ITES company in 2003 to look at the International Marketing needs of clients, WLICC has now evolved into a full service, technology driven one-2-one Customer Lifecycle Management company that offers solutions like Call Center (Inbound and Outbound), Business Process Outsource (Promotions management, online marketing, Database management and Analytics) and customer contact solutions in addition to one-to-one consulting. In fact, it is the first direct response outfit, in India, to have made the transition from traditional Offline/Online Outbound marketing to ‗Hybrid Online Offshore Sales / Marketing‘, a combination of offline and online Sales / Marketing. WLICC has a professional team with experience in Customer Centric strategy, Brand understanding, Marketing strategy, consumer promotions, Database management, Relationship marketing and one-to-one consulting, thus enabling clients to effectively communicate and manage a customer‘s lifecycle with a brand. World Link (India) contact center (WLICC) believes that the following elements will contribute to the Company's success in Call Center and Business Process Outsourcing to execute its business strategy: World Link (INDIA) Contact Center Pvt. Ltd. Inbound / Outbound voice, Data Conversion, Data Entry, Customer Management, Insurance Administration BANGALORE OWN FUNDS 150 3G UK, US mortgage, Southern Cross Telco Australia, advanced engine optimization Philipines
  • 139. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 139  WLICC Focuses on Call Center and Business Process Outsourcing Relates activities to enable the Company to better anticipate industry trends and capitalize on new Call Center and Business Process Outsourcing related business opportunities, as this industry is growing rapidly and requires expertise.  WLICC believes in creating strong brand name recognition and a reputation for offering high quality service to its customers.  WLICC’s Quality management team is with high vision for maintaining company standards and has proven execution skills.  WLICC believes in teamwork to be the only solution for reaching high goals, and OUR TEAM being the backbone for our company are great assets and have always been focusing on delivering quality results as per the company needs. Chapter 4 COMPETITOR ANALYSIS SYSTEM Figure shows the competitor analysis model used in this chapter. At the top of the figure, the key inputs to the model are, of course, data. The first part of this chapter describes data sources for competitor analysis. It may seem to make more sense to first identify the questions to be answered, but the data collection process for understanding competitor behaviour is somewhat unstructured, and information is continually being received and processed. It is thus useful to first understand the major sources of information and then apply them to the important questions that must be addressed. The two kinds of data described are secondary data, or data that have already been collected by someone else for some other purpose (i.e. ―library‖ data), and primary data, or information derived from studies specially designed to answer a particular set of questions.
  • 140. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 140 The data analysis portion of the process is the second major area of this chapter and is represented by the three questions in Figure 5.2. These cover six major areas of interest. Who are the major competitors ? How do the competing product/services stack up against each other ? What are the objectives of the major competitor products ? What is the current strategy being employed to achieve the objectives ? Who has the competitive edge ? What are they likely to do in the future ? Secondary Data Primary Data Key Questions : - Who are they ? - What are the competing product features ? - What do they want ? - What is their current strategy ? Differential competitor advantage analysis i.e., who has the competitive product advantage ? What are they going to do ?
  • 141. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 141
  • 142. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 142 Secondary Sources of Competitor Information Secondary Data New releases Electronic databases Government Business press 10Ks Patent filings Trade associations Promotional literature Internet Trade press Consultants Customer communication Internal sources Local newspapers Primary Data Suppliers Customers Sales force Investment bankers Consultants/ specialized firms Employees
  • 143. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 143 ASSESSING COMPETITORS CURRENT OBJECTIVES A critical step in a competitor analysis is to assess what the current objectives are for the major competitor products. An assessment of current objectives provides valuable information concerning the intended aggressiveness of the competitors in the market in the future. It also provides a context for assessing the capabilities of competitors; that is, does the firm marketing brand A have the resources to successfully pursue such an objective ?. When discussing objectives, it is important to define the term precisely, for many different types of objectives exist. In the context of marketing planning, three basic product objectives can be identified. A growth objective usually implies increasing the brand‘s units or market share, with profit conditions being secondary. The hold objective could also be termed a consolidation objective. A hold scenario might be logical for a brand that is losing marketing share in that a reasonable first step in reversing its fortunes is to stop the slide. Finally, a harvest objective, also referred to as milking, describes a situation in which profit is paramount relative to market share. In other words, at the product level, objectives are typically stated in terms of either market share or profits. At the corporate level, return on investment or other, more aggregate, statistics becomes more relevant. Determination of Competitor Objectives While a brand‘s objective determines, to a great extent, what strategies will be pursued and hence what actions will be taken in the marketplace, usually it does not take a substantial amount of research to uncover it. What is required is sensitivity to competitors actions through observation, salesperson call reports, and the other resources mentioned in the previous section of this chapter. For example in 1998, Boeing announced in a major business publication that it was going to emphasize profits over market share good news for Airbus (Browder, 1998)
  • 144. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 144 Let us consider two major options outlines above : the growth versus harvest choice. If a competitors brand is being pushed to improve its market position at the expense of short-term profits, some of the following are likely to occur : a cut in price, increased advertising expenditures, increased promotional activity to both consumers and distributors, or increased distribution expenses. In other words, a product manager who is trying to expand a brand‘s market share will spend money on market related activities and/or reducing price. Such actions can be easily monitored by brand managers, advertising account representatives, and other parties with access to information about the rival brands actions. Brands being harvested would be marketed in the opposite way. An increase in a competitors price, decreases in marketing budgets, and so on can be interpreted as a retreat (perhaps only temproray) from active and aggressive competition in the market. While the product manager cannot exactly estimate the size of the share loss expected, it is not difficult to establish the direction of the objective, which is the most important competitor information. Two other factors are relevant to the assessment of competitors objectives. First, the product objectives of a firm with a foreign-based parent are often affected by the country of origin. In many cases, such firms have financial backing from a government or major banks and are not as concerned with short-term losses as they ware with establishing a viable market position or obtaining foreign currency. Although at one time Japanese firms were the ones usually referred to in this context, other countries such as Korea and Singapore, are also homes to firms that are strongly interested in building market share in the United States. Thus, depending on the competitor, cues concerning the competitor brands objectives can be obtained from the geographical home of the parent firm. A second relevant factor is whether the ownership of the competitor firm is private, public, or government. Since private firms do not have to account to stock analysts, long-term profits may be more important than showing consistent positive quarterly returns. On the other hand, if a family depends on a firm it controls of current income, profits may be more important than market share. Finally government –
  • 145. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 145 controlled firms may have objectives such as maintaining employment, providing service, or currency exchange. ASSESSING COMPETITORS CURRENT STRATEGIES The second stage in competitor analysis is to determine how competitors are attempting to achieve their objectives. This question is addressed by examining their past and current marketing strategies. Marketing Strategy Many authors have attempted to define the concept of strategy. At the product level, a marketing strategy can be through of in terms of three major components : target market selection, core strategy (i.e., positioning and differential advantage), and implementation (i.e., supporting marketing mix). These components are described in more detail in Chapter 8; we will briefly discuss them here in the context of understanding a competitor‘s product strategy. The first major component is the description of the market segment (s) to which competing brands are being marketed. Market segments can be described in various ways. Since few brands are truly mass marketed, that is marketed equally to all potential customers, the key is to determine which group (s) each competitor has targeted. This helps to avoid segments in which there may be intense competition and to determine under or nontargeted segments that may represent opportunities. The second strategy component is what is called the core strategy. This sis the basis on which the rival is competing, that is, its key claimed differential advantage (s). Differential advantage is a critical component of strategy because it usually forms the basic selling proposition around which the brands communications are formed. It is also called the brands positioning or value proposition.
  • 146. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 146 Product managers essentially have a choice between two types of differential advantage : advantage based on price/cost or on product features. In other words, products are usually positioned on price or quality dimensions, although some marketers choose a ―value‖ positioning with midrange price and quality. Concentration on price often follow the classic approach developed by the Boston Consulting Group in the 1970s, which advocates taking advantage of the experience curve that assumes costs are driven down with increase in cumulative production volume, thus allowing the product manager to cut prices and maintain margins over time. The quality differential advantage is superiority on some other product dimension (real or psychological) such as service, packaging, or delivery terms. Necessary conditions for such as advantages and that the differential can be maintained for a significant period of time without being copied. Marketing Mix The final strategy component of competitors that must be assessed is the supporting marketing mix. The mix provides insight into the basic strategy of the competitor and specific tactical decisions. These decisions are what customers actually see in the marketplace; neither are they exposed to nor do they particularly care about a product's marketing strategy. However, customers are exposed to price, advertising, and other marketing mix elements. The areas to consider and some questions to address follow. Pricing Pricing is a highly visible element of a competitor's marketing mix; therefore, it raises several questions. For example, if a brand's differential advantage is price based, is the list price uniform in all markets? If the strategy is quality based, what is the price differential claimed ? Are discounts being offered? What is the pattern of price changes over time? In general, any price-related information pertaining to the implementation of strategy is relevant. Promotion With respect to sales management, what kinds of selling approaches are being employed? Are the salespeople aggressive in obtaining new accounts? What are their
  • 147. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 147 commission rates? In terms of advertising, what media are being used? What creative activities? Are competitors referred to either directly or indirectly? Sales promotion activities—for example, which types and how often are also important. Distribution Have the channels of distribution shifted? Is the brand being emphasized in certain channels? Is the manufacturer of the competing product changing the entire system, by opening its own retail outlets or putting more emphasis on direct mar- Product/Service Capabilities A major determinant of a company's capabilities, at least in the short run, is the physical makeup of its product or service, which in general is less easily changed than, say, price or advertising. A product filled with expensive parts is unlikely to be positioned as a low-end product. Similarly, physical properties (e.g., stability under high temperatures) go a long way toward dictating target market uses and hence strategy. Many engineering plastics categories are segmented on the basis of physical properties, for example, DuPont's Delrin versus Celanese's Celcon. Different applications can be dominated by a different company's offerings. Therefore, a comparison of the competitive product offerings, the physical product or service, and how it is presented and sold should be performed. DIFFERENTIAL ADVANTAGE ANALYSIS Several frameworks have been proposed to indicate to collect about competitors. A useful way to examine competitors capabilities is to divided the necessary information into five categories that include the competitors' abilities to conceive and design to produce, to market, to finance, and to manage (Figure 5.13). You might need information from both- the corporate and product levels. For example, the financial capabilities of a
  • 148. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 148 corporate parent are important in determining the amount of money that could support a specific product. Ability to Conceive and Design This category measures the quality of competitors' new product development efforts. Clearly, a firm with the ability to develop new products is a serious long-term threat in a product category. The use of such procedures as total quality management generally improves product design capabilities. Ability to Produce This category concerns the production capabilities of the firm. For a service firm, it is the ability to deliver the service. A firm operating at capacity to produce a product is not as much of a threat to increase sales of share in the short run as is a firm that has slack capacity, assuming a substantial period of time period of time is required to bring new capacity online. Product quality issues are important here. Ability to Market How aggressive, inventive, and so on are the firms in marketing their products? Do they have access to distribution channels? A competitor could have strong product development capabilities and slack capacity but be ineffective at marketing. Ability to Finance Limited financial resources hamper effective competition. Companies with highly publicized financial problems (such as the now defunct airlines Eastern, Pan Am, and Braniff), firms going through LBOs, and companies or divisions for sale (which have limited marketing expenditures) become vulnerable to competitors in their product lines. For example, when Procter & Gamble announced in 2001 that it was selling its Jif peanut butter and Folgers coffee brands, competitors took notice (Bittar, 2001). While financial ratios are key pieces of information, how the competitor allocates its resources among products is also critical. Ability to Manage In the mid-1980s, Procter & Gamble replaced the manager of its U.S. coffee business with the coffee general manager from the United Kingdom. This new manager
  • 149. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 149 had a reputation for developing new products; in a 15-month period, for example, he oversaw the launch of four new brands, above average for the company. The message to competitors such as General Foods was clear: New products were likely to be a focus of the Folgers division. A stronger emphasis on marketing at RJR Nabisco's tobacco division emerged in 1989 when a former senior manager who had a reputation for building brands was named CEO. He was in charge when the, controversial but successful "Joe Camel" advertising campaign was developed. Tele Marketing We do outbound direct marketing campaign, selling home equity loans to target consumers, telesales for extended warranty, welcome calls, insurance calls, selling the services related to partner programs and promotions, selling 'sticky services' and sales referrals. We are registered for the states in USA where we make telemarketing calls and adhere to the respective State and Federal Telemarketing rules. Customer Support Ensuring customer ‘delight’, building loyalty and creating opportunities worldlink India is one of the largest customer care services provider in India and we help our clients establish benchmarks in world-class customer service. At worldlink India, every agent / associate strives to bring exceptional experience to the client's customers and provide first contact resolution. The company is the only Indian contact center to be awarded the "Frost & Sullivan Market Engineering Award for Customer Service Leadership in Indian Outsourced Call Center Market". Our host of customer care services helps in establishing and maintaining 'customer relationship management'. The scope of services vary from simple queries (accounts details and maintenance, information on products and services purchased, travel services required, service changes / swaps) to complex questions (escalations, premier queues).
  • 150. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 150 The customer care arm also provides inbound sales including cross-sell and up-sell services. This has generated significant revenues to our clients.
  • 151. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 151
  • 152. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 152 Chapter 5 ANALYSIS RESEARCH OBJECTIVES Competitive Intelligence for MANTHAN SERVICES and IMER Institute • Identify the competitors • Summary of each competitor's products • Competitors' strengths and weaknesses • Competitors' strategies and objectives • Strength of the market • How competitor‘s product differentiated • Providing Manthan situational/ market analysis  The objective of competitor intelligence is not to steal a competitor‘s trade secrets or other proprietary property, but rather to gather in a systematic, overt (i.e., legal) manner a wide range of information that when collated and analyzed provides a fuller understanding of a competitor firm's structure, culture, behavior, capabilities and weaknesses.  Identifying the clients & competitors of the clients of Manthan services, we can in future company how a company can get the competitive advantages over its competitors by providing best services to the customers by utilizing limited
  • 153. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 153 resources & also the company can get competitive advantage by minimizing the weaknesses of the company. METHODOLOGY OF RESEARCH Research methods: Telephonic survey of competitors (respondents are office members ) for MANTHAN services. Telephonic and face to face survey of competitors (respondents are office members & students ) for IMER. Area of survey: BANGALORE for MANTHAN. BELGAUM HUBLI & DHARWAD for IMER Sample population Almost 20 BPO companies for MANTHAN. Almost 10 institute for IMER. Sampling Convenience sampling. Research techniques Questionnaire. Types of data: Primary data Data collected from BPO companies. SOME COMMON GOALS OF COMPETITIVE INTELLIGENCE RESEARCH  Detecting competitive threats  Enhancing competitive advantage  Finding new opportunities
  • 154. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 154 Benefits & Proposed outcomes:  Outcomes are beneficial for the company to get the competitive advantage over the competitors by utilizing minimum resources which also helps to serve the customers properly to satisfy customer‘s needs. By collecting the secondary data from  Various Authentic Journals  Prominent & Reliable Magazines & Newspapers  Authentic Database Search like using digital library. By Collecting Primary data by  Speaking to the Clients & its Competitors through various means of communication.  By utilizing different strategic tools like perceptual mapping , level of competition chart and some statistical tests we can analysis where the company stands right now & what are their future opportunities & threats & also how best their strengths can be used to get the competitive advantage over competitors. This project will basically help the company to compete intelligently.
  • 155. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 155 DATA ANALYSIS OF COMPETITIVE INTELLIGENCE FOR Karnatak Law Society’s Institute of Management Education & Research Below are some figures drafted on the basis of the responses of the questionnaire Number of Faculty embers KIMS 9 BIMS 7 MATS 8 ICFAI 6 VTU 8 KLS IMER 11
  • 156. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 156 Number of Faculty Members KIMS 19% BIMS 14% MATS 16% ICFAI 12% VTU 16% KLS IMER 23% KIMS BIMS MATS ICFAI VTU KLS IMER
  • 157. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 157 Number of Staff Members KIMS 20 BIMS 18 MATS 15 ICFAI 12 VTU 50 KLS IMER 20 Number of Staff Members KIMS 15% BIMS 13% MATS 11%ICFAI 9% VTU 37% KLS IMER 15% KIMS BIMS MATS ICFAI VTU KLS IMER
  • 158. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 158 Capacity of Books in Library KIMS 20000 BIMS 2000 MATS 5000 ICFAI 3000 VTU 15000 KLS IMER 13000 Number of Books in Library KIMS 35% BIMS 3% MATS 9% ICFAI 5% VTU 26% KLS IMER 22% KIMS BIMS MATS ICFAI VTU KLS IMER
  • 159. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 159 % of Placements in 2005 KIMS 60 BIMS 0 ICFAI 20 VTU 50 KLS IMER 15 MATS 0 % of Placements in 2005 KIMS 42% BIMS 0% ICFAI 14% VTU 34% KLS IMER 10% MATS 0% KIMS BIMS ICFAI VTU KLS IMER MATS
  • 160. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 160
  • 161. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 161 Analysis & Findings through Questionnaires, Personal interaction & observation.  IMER is having competitive advantage in the number of classrooms in each classroom they have a capacity of almost 60 students, 4 syndicate rooms are available where in it can occupy 25 students, but the institute right now utilizes the classrooms with only 45 students in it. Therefore it comes to our notice that it can utilize the resources in a better manner. If possible intake should be 120 students per batch.  Each class room has walled mounted LCD with a life size screen. This gives the competitive advantage to attract the students during admission, which helps the students to understand the lecture easily.  IMER is having a canteen which is not up to the mark, administrative body should look after this issue as this is the point where the students get refreshed to attend consecutive lectures.  IMER is having a huge infrastructure, having a 2 storied building, a well- equipped computer lab with a server and it is connected through LAN to the entire institute providing internet facility 24 hours a day, conference hall, an auditorium which can occupy a crowd of 500, a small place for sports activities, a staff quarter, a basement for parking and other re-creational activities.  The negative aspect here is the computer lab which is well equipped with all the resources but the resources are neither utilized nor maintained to the fullest. If this is provided to the students, students may carry a competitive advantage in their respective fields.  IMER can get good quality students if they change the admission procedure and try to enhance their quality of intake.  It is found that IMER has taken measures in increasing the placement activities, which should be further enhanced by maintaining a good relation with different companies to increase the placements.
  • 162. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 162 Library KLS IMER KIMS, Dharwad . Infrastructure Faculty MembersLab facilities Canteen Entrance Procedure VTU, MBA KIMS, Dharwad KLS IMER VTU, MBA IMSR, Hubli BIMS, Belgaum JGI MATS, Belgaum  The teaching done at IMER is well-understood by the students as the faculty is very effective and well-experienced in all fields. The institute has to take measures to enhance the quality by continuous training, seminars and conferences and also has to take measures for retaining the experienced faculty members.  Institute should take measures to give more of practical exposure to students by the means of industrial visits, case study presentation, etc.  IMER has a library with numerous books, journals, cds, etc but the books frequently required by the students are not sufficiently made available, institute can take measures in enhancing this quality for the betterment of the knowledge of the students.  Lastly, IMER should take care of making laptops compulsory for the students so that students can react proactively for the assignments and work more efficiently.  From the above discussion we can conclude this points that IMER is having competitive advantage with the faculty members those who have huge knowledge and vast work experience that helps the students to understand the studies easily. Also we can say that IMER is having huge infrastructure, lab facility and libraries which also helps. But as early mentioned that labs and rooms are not utilizing properly, so administrative bodies should look forward this points to utilize the resources upto ultimate points. The institute should look forward towards enhancing more and more placements. Defining competition on perceptual mapping
  • 163. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 163 Attitude scaling for KLS IMER Questions used to measure attitude towards Institute: Attitude= biei Where, bi is the strength of belief that the attitude object contains the ith attributes ei is the evaluate dimension associated the ith attributes The evaluate (ei) component might be measured as follows: Which attributes you can give more weight age: Placements Very good [+3][+2][+1][+0][-1][-2][-3]very bad Faculty Very good [+3][+2][+1][+0][-1][-2][-3]very bad Infrastructure Very good [+3][+2][+1][+0][-1][-2][-3]very bad Fees structure Very good [+3][+2][+1][+0][-1][-2][-3]very bad LCD, presentation, industrial visit Very good [+3][+2][+1][+0][-1][-2][-3]very bad Lab facility & library Very good [+3][+2][+1][+0][-1][-2][-3]very bad The belief (bi) component might be measured as follows: How much will you rank the placement? Very likely [+3][+2][+1][+0][-1][-2][-3]very unlikely How much will you rank the faculty? Very likely [+3][+2][+1][+0][-1][-2][-3]very unlikely How much will you rank the infrastructure? Very likely [+3][+2][+1][+0][-1][-2][-3]very unlikely How much will you rank the presentation & industrial visit? Very likely [+3][+2][+1][+0][-1][-2][-3]very unlikely How much will you rank the Lab facility & library?
  • 164. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 164 Very likely [+3][+2][+1][+0][-1][-2][-3]very unlikely Attitude towards object analysis: Attributes Evaluation IMER KIMS VTU, MBA e b be b be b be Placements +3 +1 +3 +2 +6 +2 +6 Faculty +3 +2 +6 +3 +9 +1 +3 Infrastructure +2 +2 +4 +3 +6 +2 +4 Presentation & industrial visit +2 +3 +6 +3 +6 +2 +4 Lab facility & Library +3 +2 +6 +3 +3 +3 +3 Total biei score +25 +30 +20 Comments: 1. From the above table (fish-bean model) it is clear that as per the students interest the 3 most important attributes are the placement, faculty & lab facility & library (+3) & other minor attributes are infrastructure & presentation & industrial visit (+2). 2. From the above we can say that all the institutions have assessed positively, with IMER have scored +25 (2nd position), KIMS have scored +30 (best position), VTU, MBA have scored +20 (3rd position). 3. In placement KIMS & VTU have scored better than IMER so in this area IMER needs to improve. 4. In the area of industrial visit KIMS & VTU have scored better than IMER so in this area IMER needs to improve. Beliefs (bi)
  • 165. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 165 DATA ANALYSIS FOR MANTHAN SERVICE Below are some figures drafted on the basis of the responses of the questionnaire Work Location Bangalore 17 Other parts of INDIA 5 Abroad 2 Work Location Bangalore 71% Other parts of INDIA 21% Abroad 8% Bangalore Other parts of INDIA Abroad
  • 166. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 166 Manpower Employed 0-50 6 51-100 1 >100 10 Manpower Employed 0-50 35% 51-100 6% >100 59% 0-50 51-100 >100
  • 167. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 167 services provided Data Related 10 Customer Care 10 HR & MKT 3 insurance 2 Administration 1 Content Management 1 Recruitment Services 1 Foreign Languages & e-learning 2 MR 3 Health & Pharma 4 KM 1 IT 5 Finance 8 Ads 1 Real Estate 1 Auto 1 Education 2 Payroll 3 Legal 1
  • 168. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 168 Services provided 17% 17% 5% 3% 2% 2% 2% 3% 5% 7% 2% 8% 13% 2% 2% 2% 3% 5% 2% Data Related Customer Care HR & MKT insurance Administration Content Management Recruitment Services Foreign Languages & e- learning MR Health & Pharma KM IT Finance Ads Real Estate Auto Education Payroll Legal Kolmogorov-Smirnov Test Ho: Services provided Services Provided Observed value (O) % of total Cumulative observed CO Estimated E Estimated Proportion Cumulative Prop CP CO- OP Data Related 10 0.17 0.17 1.05 0.0525 0.0525 0.12 Customer Care 10 0.17 0.34 1.05 0.0525 0.105 0.24 HR & MKT 3 0.05 0.39 1.05 0.0525 0.157 0.23 Insurance 2 0.033 0.423 1.05 0.0525 0.21 0.21 Administration 1 0.017 0.44 1.05 0.0525 0.26 0.18 Content Management 1 0.017 0.457 1.05 0.0525 0.32 0.13 Recruitment Services 1 0.017 0.474 1.05 0.0525 0.37 0.1 Foreign Languages & e-learning 2 0.033 0.5 1.05 0.0525 0.42 0.08 MR 3 0.05 0.55 1.05 0.0525 0.47 0.08 Health & Pharma 4 0.067 0.624 1.05 0.0525 0.52 0.1 KM 1 0.017 0.641 1.05 0.0525 0.58 0.06
  • 169. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 169 IT 5 0.083 0.724 1.05 0.0525 0.63 0.09 Finance 8 0.13 0.85 1.05 0.0525 0.68 0.17 Ads 1 0.017 0.87 1.05 0.0525 0.74 0.13 Real Estate 1 0.017 0.88 1.05 0.0525 0.79 0.09 Auto 1 0.017 0.90 1.05 0.0525 0.84 0.06 Education 2 0.033 0.93 1.05 0.0525 0.89 0.04 Payroll 3 0.05 0.98 1.05 0.0525 0.95 0.03 Legal 1 0.017 1.00 1.05 0.0525 1 0 60 Here the sample size 20, From the table we can say of significance for deviation is 1.07/√N =1.07/√20 = 23.9% There is a 23.9% probability of deviation of service provided.
  • 170. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 170 Client Base INDIA 11 Abroad 12 Client Base INDIA 48% Abroad 52% INDIA Abroad TEST OF PROPORTION Client base India 11 Abroad 12 Ho: p < = 0.60 Level of confidence = 95% So error α = 0.05 For α = 0.05 z = 1.64 Standard error estimate σ ^ p = √ (pq) / (n - 1) = √ (0.60 × 0.40) / ( 20 - 1) = 0.112 Critical Value = p + (z× σ ^ p) UCL = 0.6 + (1.64 × 0.112)
  • 171. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 171 = 0.78 (78%) Therefore greater than 60% so we can say that Abroad provides the better opportunity for BPO sector with 95% confidence level. Target Market software 6 finance 2 retail 5 MR 3 Legal 2 Education 1 Health & Pharma 1 Payroll 1 Engg Services & Graphics 3 Others 3 Target Market 22% 7% 19% 11% 7% 4% 4% 4% 11% 11% software finance retail MR Legal Education Health & Pharma Payroll Engg Services & Graphics Others
  • 172. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 172 CHI SQUARE Test BPO Company’s want to reach target market Ho:All outsourcing services are viewed as equal to company‘s. Target Observed value(O) Estimated value(E) (O-E) (O-E)2 (O-E)²/E Market Software 6 2 4 16 8 Finance 2 2 0 0 0 Retail 5 2 3 9 4.5 MR 3 2 1 1 0.5 Legal 2 2 0 0 1 Education 1 2 -1 1 0.5 Health & Pharma 1 2 -1 1 0.5 Payroll 1 2 -1 1 0.5 Engg. Services & Graphics 3 2 1 1 0.5 Others 3 2 1 1 0.5 x²=16.5 DOF=K-1=10-1=9  As we can conclude that in today‘s the most grooming and most attracting sector of outsourcing is software and retail. Fortunately Manthan is dealing with the both.
  • 173. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 173
  • 174. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 174 Is the Market Volatile 1 Growing 11 Trendy 4 Stable 0 Nature of market Volatile 6% Growing 69% stable 0% trendy 25% Volatile Growing stable trendy
  • 175. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 175 ANALYSIS OF COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES:  Manthan provides services on retail, legal & MR or customer care. From our research we have come to know software, MR are the most promising and attracting sector & day by day it is enhancing & and the market is open so, Manthan should try to grab more & more market .  Form our research we have come to know majority of the company is having their branches in other parts of India & abroad. But Manthan is having branches in Bangalore only, so we‘ll suggest them to open branches other parts also that will help them to get more & more out sourcing offers.  As per our research majority of BPO companies are having manpower more than 100 which helps them to cope up in emergency & also help them in on time delivery & adding new features through brainstorming.  As per the primary research software, retail and engg graphics market is growing (by 59%) & it is growing by 25% to 40% so Manthan should try to grab more & more no of clients.  We can suggest Manthan to expand their services to health & pharmacy, finance and educational sector (target market in INDIA & as well as in abroad) because these sectors are having future potential.  Majority of the companies are having client base in abroad Manthan is also having clients in abroad they should try to grab more & more clients their it‘ll give them competitive advantage.  We can suggest Manthan to enhance the skills of their employees and analysis teams through various training & development process form some professionals that will help the employees to get up to date knowledge & also will help the organization to reach learning organization culture.
  • 176. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 176  Manthan should adopt the selection & recruitment process through interview & consultancy that‘ll help them to get competitive employee with good knowledge & skills & abilities.  Majority of companies are in data related , customer care & IT sector so to get competitive advantage they should follow the procedure of product/service differentiation along with new features is their product and services & also provides good after sale services with cost efficiently to make the customer satisfied.  Manthan should look towards making of loyal customers (customer relationship management) by fulfilling their commitments & good quality services at competitive cost.  Manthan should look towards the complain management service .  If there is a opportunity for client to get wide range of services then definitely client will attract towards Manthan so they should enhance their services with part payment facility.  By recruiting part time analytics or support team can get more & more advantage.  Manthan should look forward the improving the contacts to enhance the reputation to get more & more no of clients.  Manthan should look forward the customized services by reducing customer risk to satisfy customers & should try to exceed the customer expectation.  Manthan should look forward the global exposure through extensive team work.
  • 177. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 177  Who are the competitors? Ans: The major, minor and potential competitors of Manthan services are shown below: Level of competition Major competitors Mr legal Data related Customer care CRP tech promoyx Nipuna services Nipuna services Azilon corp converges Logica cmg Mofoi outsourcing Adarsha solution converges Crosstab mrketing World link Data solution labs promoyx Minor competitors Mysoft international pvt ltd Logica cmg Mofoi outsourcing Adarsha solution pvt ltd Adith multinational services Minor /Potential Competitors Mysoft international pvt ltd Logica cmg Mofoi outsourcing Adarsha solution pvt ltd Adith multinational services Manthan Services Major Competitors CRP technology Promoyx Nipuna services Azilon corporation converges Data solution labs promoyx Substitutes / Alternatives Company can stop outsourcing and start producing their requirements (Forward/ Backward Integration)
  • 178. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 178 Quality Cost EfficiencySales Services Innovative Features Infrastructure Training and Recruitment, Customization Manthan Services Logica CNG Adarsha Solution Pvt. Ltd Data Solutions Lab. Mysoft International Pvt. Ltd. Nipuna Services Converges CRB Technologies B2K Corporation Bridge Port Corporate Solution World Link Contact Centre Promoyx Azilon Corporation Nirvana Business Solution i-gate B2k corporation Bizprout corporate solution Nirvana business solution Q) Summary of each competitor's products Ans : Generally majority of the companies deal with IT , customer care financial services, health & pharma data related services. Q) How competitor’s product differentiated: Ans: Their quality products with good services and cost efficiency with differential features in products and services. Q) Market analysis or Strength of the market Ans: There is a huge potential in the sector of health & pharma, engg graphics sector & the market is open wide & growing. Defining competition with perceptual mapping
  • 179. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 179 From the above mapping it clearly depicts where Manthan is standing and where the other competitors of Manthan are standing. Manthan is having advantage in quality wise and cost efficiency wise. But the other competitors are having advantage on after sales services with wide range of service and infrastructure, training and recruitment process. Chapter 6 CONCLUSION Suggestions & Recommendations  Manthan services should expand their services to health & pharma , financial advisor & engg graphics sector because the these sectors are today booming as per other competitors opinion.  Manthan services should increase their manpower that will give them competitive analysis team and also help them to fight against contingency.  It can also be suggested that Manthan can go for learning organization through training & development process that will enhance the organizational culture.  Manthan should look towards the complain management service to satisfy more & more no of customers  Manthan should look towards the quality product & services in a cost efficient manner with differentiative new features with on the delivery.
  • 180. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 180 ANNEXURE QUESTIONNAIRE  Name of Institute: __________________________________________________________________ __________________________________________________________________  Institute Location __________________________________________________________________ __________________________________________________________________  Course details of Institute __________________________________________________________________ __________________________________________________________________  Through which entrance test students get admission in the Institute __________________________________________________________________ __________________________________________________________________  Number of Faculty & staff Employed __________________________________________________________________ __________________________________________________________________
  • 181. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 181  Qualification of faculty __________________________________________________________________ __________________________________________________________________  Any training process provided by the Institute to improve the efficiency of faculty __________________________________________________________________ __________________________________________________________________ __________________________________________________________________  Infrastructure & facilities of Institute (no of class rooms & capacity of rooms , library, conference room & auditorium, canteen, parking etc) __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________  Number of computers in lab __________________________________________  Is LCD is available in every classroom Yes No  Capacity of library__________________________________________________  % of placements last year ___________________________________________  What do you feel, Why student should choose your institute? __________________________________________________________________ __________________________________________________________________
  • 182. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 182  What services differentiate your institute from other institute? __________________________________________________________________ __________________________________________________________________  Are you going for any kind of expansion on your current service? Why? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________
  • 183. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 183 QUESTIONNAIRE  Name of Competitor‘s organization: __________________________________________________________________ __________________________________________________________________  Details about their work __________________________________________________________________ __________________________________________________________________  Work Location __________________________________________________________________ __________________________________________________________________  Products / Services Provided __________________________________________________________________ __________________________________________________________________  Manpower Employed and Recruitment and Training Process __________________________________________________________________ __________________________________________________________________  Client Base  INDIA ______________________________________________________ ______________________________________________________  Abroad ______________________________________________________ ______________________________________________________  Target Market you aim to reach
  • 184. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 184 __________________________________________________________________ __________________________________________________________________  According to you, is your target market saturated or wide open? If so, why? __________________________________________________________________ __________________________________________________________________  Is the market Volatile Growing Trendy Stable by___________%  What do your clients expect from this type of service? __________________________________________________________________ __________________________________________________________________  What is your competitive advantage? __________________________________________________________________ __________________________________________________________________  What do you feel, Why would some one choose your service? __________________________________________________________________ __________________________________________________________________  What differentiates your product/services from your competitors' service? __________________________________________________________________ __________________________________________________________________  Is there a need to enhance your current service? Why? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________
  • 185. COMPETITIVE INTELLIGENCE FOR MANTHAN SERVICES BANGALORE Babasabpatilfreepptmba.com Page 185