Pavan Vaish - Daksh Case Study - TiE SME Conference 2011


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Pavan Vaish - Daksh Case Study - TiE SME Conference 2011

  1. 1. Daksh: A case study in establishing leadership in the hyper growth, hyper competitive and constantly changing BPO industry by Pavan Vaish Co-founder & CEO IBM Daksh
  2. 2. Key Messages of the Presentation <ul><li>Pre-Foundation Story: Should we…Should we not… </li></ul><ul><li>Daksh Evolution: Internet Player to One-stop Shop </li></ul><ul><li>Daksh – The New Paradigm </li></ul><ul><li>Business Learnings </li></ul><ul><li>What Is Leadership All About? </li></ul>
  3. 3. Pre-Foundation
  4. 4. Why was Daksh founded Should we…Should we Not Cofounder & CEO Daksh eServices Pvt. Ltd. Cofounder & Exec. VP Daksh eServices Pvt. Ltd. <ul><li>Worked in MNCs and large Indian industrial houses </li></ul><ul><li>Brings the best of both the worlds, entrepreneurial urge </li></ul><ul><li>Existing family business needed growth </li></ul><ul><li>Looking to create the next Infosys of CRM </li></ul>Enablers VC funding/Internet Boom
  5. 5. What Should We Do ??? Is Business Process Outsourcing the next dot com? Should we do software – established players barrier to entry Export business was decided – STPI benefits – “Tax Free” Not looking at an “Eye-ball” model but a “Service Model” Talent pool – Software engineer pool shrinking// high churn – College graduates’ large pool freely available 1 2 4 6 7 Ride on the Internet Industry Growth 3 Business Model which could get VC funding 5
  6. 6. Customer Care on the Web Our Market Research Slides from the presentation made to our 1 st Venture Capitalist
  7. 7. Daksh Evolution
  8. 8. Our Founding Vision… Slides from the presentation made to our 1 st Venture Capitalist
  9. 9. Our Business Model for a Successful Company Process Idea Value Creation Build Infrastructure Raise Capital Operational Excellence Hire People Acquire Customers Optimal management of 5 blocks helps a $ of equity generate a $ in perpetuity profit; Elapsed period 2 years
  10. 10. Creating High Performance through ‘Alignment’ and ‘Empowerment’ EMPOWERMENT ALIGNMENT Profitable & Sustainable Growth Vision, Mission, Values, Goals <ul><li>Create the VMV & G foundation </li></ul><ul><li>Centralize Alignment to synergize efforts </li></ul><ul><li>Decentralize & Empower people to deliver performance </li></ul>An Alignment Platform which is our Vision-Mission-Values & Goals (VMV & G) An Execution Platform in the form of Decentralization & Empowerment
  11. 11. Satisfied 4 Key Constituents ISAT COMSAT CSAT ESAT
  12. 12. Daksh…The New Paradigm Daksh becomes a part of IBM In a single leap, Daksh has become a part of the world’s fastest growing BPO company
  13. 13. <ul><li>Strong Global Brand </li></ul><ul><li>Powerful Employee Proposition </li></ul><ul><ul><li>Global Employer </li></ul></ul><ul><ul><li>Global Career Paths </li></ul></ul><ul><li>Enhanced Customer Acquisition Capability </li></ul><ul><ul><li>Onshore-Offshore </li></ul></ul><ul><ul><li>Multi-geo delivery capability </li></ul></ul><ul><ul><li>Multi-tower capabilities </li></ul></ul><ul><ul><li>End-to-end offering </li></ul></ul><ul><ul><li>F&A, Procurement and HR </li></ul></ul><ul><ul><li>Bigger Deal Sizes </li></ul></ul><ul><li>Technological tools, utilities and assets for fueling growth in business processes </li></ul><ul><ul><li>E-Learning, performance management system, real-time adherence system, quality assessment tool </li></ul></ul><ul><li>World-class controls posture </li></ul><ul><ul><li>SACA, QRM, Client Controls, SoD Matrix </li></ul></ul>IBM Daksh <ul><li>4+years BPO experience in 2004 during acquisition </li></ul><ul><li>Strong Local Brand </li></ul><ul><li>Complement Employee Proposition </li></ul><ul><ul><li>Third Party Service Provider </li></ul></ul><ul><ul><li>Indian Origin / Culture </li></ul></ul><ul><li>Expanding Portfolio </li></ul><ul><ul><li>CRM, Health Insurance b/o, Tech-support, Telecom b/o </li></ul></ul><ul><ul><li>Operational centers in India and Philippines </li></ul></ul><ul><li>Leveraging Best Practices </li></ul><ul><ul><li>Talent Transformation Practices </li></ul></ul><ul><ul><li>Transitioning methodology </li></ul></ul><ul><ul><li>Voice over shared network technology </li></ul></ul><ul><ul><li>Rigorous Pricing Process </li></ul></ul><ul><ul><li>Monthly Performance management systems including Stack Ranking </li></ul></ul><ul><ul><li>Client Feedback (VOC) Mechanism </li></ul></ul><ul><ul><li>Operational Dashboards </li></ul></ul><ul><li>High-quality management team </li></ul>IBM Daksh IBM’s Global BPO Delivery Vehicle
  14. 14. Business Learnings… <ul><li>Focus on Scalability </li></ul><ul><li>Focus … Focus …. Focus – ignore the media/hype </li></ul><ul><li>Recruit the best talent … that is culturally & value aligned </li></ul><ul><li>Adequate management bandwidth </li></ul><ul><li>Centralization vs De-Centralization </li></ul><ul><li>Deliver “good enough” and capture profitable market share </li></ul><ul><li>Throw your best resources on your most promising opportunities, not your most pressing problems </li></ul><ul><li>Focus on Longevity </li></ul><ul><li>Differentiate on performance: Pay for Performance </li></ul><ul><li>Build a strong culture & value system </li></ul><ul><li>Prices leader = loss leader (once a Tier 2 price player, always there) </li></ul><ul><li>Corporate governance, WYSIWYG – live the value system </li></ul><ul><li>Invest in people…bring in work life balance to reduce burn out </li></ul>
  15. 15. Business Learnings… <ul><li>Surviving the Recession </li></ul><ul><li>Strategic execution … seeing round the corner </li></ul><ul><li>“ It is my neighbors problem” </li></ul><ul><li>Hitting the brakes on expense </li></ul><ul><li>Knowing what to continue to invest in (People) </li></ul><ul><li>Growth leaders vs Cyclical leaders vs Commodity business leaders </li></ul><ul><li>The power of communication </li></ul><ul><li>Organizational value system and culture </li></ul><ul><li>Frugality starts at the top </li></ul>
  16. 16. Leadership is all about … <ul><li>A strong value system </li></ul><ul><li>Never compromise on your integrity </li></ul><ul><li>Clarity of goals, short term as well as long term </li></ul><ul><li>Being balanced </li></ul><ul><li>Being patient, instant gratification is a recipe for failure </li></ul><ul><li>Not being afraid of failure </li></ul><ul><li>Being humble </li></ul><ul><li>Continuous learning </li></ul><ul><li>Openness to feedback ( 360 degree ) </li></ul><ul><li>Respect for people </li></ul><ul><li>Having a long term perspective </li></ul><ul><li>There are no shortcuts, be ready to slog </li></ul>
  17. 17. Thank You “ If things seem under control, you’re just not going fast enough” Mario Andretti