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Leadership & Capability Development: Skills for Implementing Effective BPM
 

Leadership & Capability Development: Skills for Implementing Effective BPM

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Leadership & Capability Development: Skills for Implementing Effective BPM ...

Leadership & Capability Development: Skills for Implementing Effective BPM

3rd National Shared Services Conclave, New Delhi

Dayanand Allapur ,
VP & Head of HR,
Capgemini Business Services, Bangalore
24th Oct. 2013

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  • The industry is almost at the half-way mark—having achieved USD 25 billion in overall revenues—and set to reach USD 50 billion by 2020. Industry is driving the next phase of value-driven solutions to the clients in high-end areas such as finance and accounting, analytics, industry-specific solutions and multi-channel customer interaction strategies.Indian IT services and BPM organizations are viewed as trusted partners that are playing a key role in the business strategies of global customers.
  • India is the only country that offers the depth and breadth of offerings across different segment of this industry – IT Services, BPM, Engineering & R&D, Internet & Mobility and Software ProductsIndia will be the Nerve center/Hub for the Global BPM Sourcing industry, developing best practices; other emerging destinations will work around IndiaIndia will drive the Global BPM industry; these services will grow 2x times faster than other traditional horizontal services using India’s five pronged Value Proposition
  • StrategyWith a clearly defined and articulated strategy everyone in the organization understands how their role contributes, either directly or indirectly, to the execution of that strategy.PeopleBPM will not succeed in any organization unless resources are properly equipped, trained and organizationally. Process ownership must be defined and organization structures need to be such that they support appropriate process oversight and control.ProcessProcesses across the organization need to be understood, documented and optimized to be as efficient and Streamlined as possible. TechnologyConduction a high‐level architecture assessment and determine the right BPM technologies to satisfy the business needs.Action PlanningProper action planning helps avoid the risks associated with change.Assessing process maturity, identify BPM program risk factors, developing a near‐term action plan

Leadership & Capability Development: Skills for Implementing Effective BPM Leadership & Capability Development: Skills for Implementing Effective BPM Presentation Transcript

  • Leadership & Capability Development: Skills for Implementing Effective BPM Dayanand Allapur VP & Head of HR, Capgemini Business Services, Bangalore 24th Oct. 2013
  • Overview  BPM industry & India’s Role  BPO Transformation over the years  Assessing Company Readiness for BPM  Requirements of an Effective BPM implementation  Challenges to be addressed before Execution  Attract & Retain Talent in BPM Campus to Corporate_PrepareForSuccess_DayanandAllapur_Caprgemini_22May13 Copyright © Capgemini 2013 All Rights Reserved 2
  • BPM Industry – Resilient, Growing & Evolving * Source- NASSCOM Campus to Corporate_PrepareForSuccess_DayanandAllapur_Caprgemini_22May13 Copyright © Capgemini 2013 All Rights Reserved 3
  • BPM Industry – Impact on India •Set to reach USD 50 billion by 2020 •Driving the next phase of valuedriven solutions •Viewed as trusted partners * Source- NASSCOM Campus to Corporate_PrepareForSuccess_DayanandAllapur_Caprgemini_22May13 Copyright © Capgemini 2013 All Rights Reserved 4
  • India’s Role- Five Pronged Value Proposition •Only country that offers the depth and breadth of offerings across different segment of this industry •The Nerve center/Hub for the Global BPM Sourcing industry •Drive the Global BPM industry; these services will grow 2x times faster * Source- NASSCOM Campus to Corporate_PrepareForSuccess_DayanandAllapur_Caprgemini_22May13 Copyright © Capgemini 2013 All Rights Reserved 5
  • BPO Transformation Over the Years •Steady movement from cost, quality, and productivity in early 2000 to ……….. …….specialization, process reengineering, transformation and technology-enabled platforms 90s 2002-5 2007-13 Campus to Corporate_PrepareForSuccess_DayanandAllapur_Caprgemini_22May13 Copyright © Capgemini 2013 All Rights Reserved 6
  • Assessing Company Readiness for BPM 5 Steps to BPM Readiness Strategy 1. Strategy : Clearly defined and articulated. People 2. People: Trained and competent workforce 3. Process: Understood, documented and optimized 4. Technology: Have the right BPM technologies Process 5. Action Planning: Assess and identify risk factors and develop a near‐term action plan Technology Action Planning * Source- Prolifics Campus to Corporate_PrepareForSuccess_DayanandAllapur_Caprgemini_22May13 Copyright © Capgemini 2013 All Rights Reserved 7
  • Leadership challenges in executing BPM Challenges at the strategic level  Lack of governance  Lack of employee buy-in  Lack of common mind share of BPM  Broken link between BPM efforts and organizational strategy Challenges at the tactical level  Lack of Standards  Weaknesses in process specification  Lack of BPM education  Lack of methodology Challenges at the operational level  Lack of tool support for process visualization  Perceived gaps between process design and process execution  Miscommunication of tool capabilities * Source- White Paper by Wasana Bandara, Queensland University Campus to Corporate_PrepareForSuccess_DayanandAllapur_Caprgemini_22May13 Copyright © Capgemini 2013 All Rights Reserved 8
  • Attracting & Retaining talent  Design Talent-tailored Solution     Recognizing that talent is people and people have ambition and drive Challenging and interesting environment Equip team to understand business better Create measurable goals /Celebrate milestones and achievements  Develop Well-blended Training and Talent Pipeline  Blend well virtual training, formal & informal training:  Craft Balanced Promotion Strategy  HR Involvement in Company Image & Branding  Optimize Candidate Experience:  Streamline HR with BPM to Sharpen Business Image:  Cultivate the Culture of Innovation  Culture! That one word encompasses a lot.  Tolerance of Failures:  Crowd sourcing for fresh ideas: Innovation Labs * Source- Future of CIO Campus to Corporate_PrepareForSuccess_DayanandAllapur_Caprgemini_22May13 Copyright © Capgemini 2013 All Rights Reserved 9
  • Leadership in BPM Shared framework in which leaders need to be grounded….  Well-articulated organizational mission, future vision, and guiding principles.  Define leadership, roles, practices of leaders in a high performance organization.  Set performance expectations , core competencies for supervisors and managers.  Deploying technology and accelerating the adoption of innovation in the team. key Leadership behaviors required of the Leader of a BPM ….  Analyzing organization’s environment for important trends and changes.  Articulating a picture of future in a way that motivates and inspires other people.  Developing, communicating and enforcing team boundaries. * Source- NASSCOM Campus to Corporate_PrepareForSuccess_DayanandAllapur_Caprgemini_22May13 Copyright © Capgemini 2013 All Rights Reserved 10
  • Thank You Campus to Corporate_PrepareForSuccess_DayanandAllapur_Caprgemini_22May13 Copyright © Capgemini 2013 All Rights Reserved 11