Business Transformation and Innovative Business Models


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  • The new world of communications that we seek to deliver comes from our focus on:
    Connecting the Emerging Markets to the developed world (and vice-versa)
    Managed Services
    MPLS, Ethernet and Wimax
    So what does that mean for our customers…
  • Slide captures the essence of what has been achieved.
  • Our core ILD business went through lot of competitive challenges … our competitors, some legal, many illegal, caused our market share and revenues to come crashing down
  • Re-skilling, Performance Management, Career Planning
  • Speaker notes: The Success trends for BPO industry – Outsourcing has historically been viewed on the basis of Competitive pricing strategies. But that is history!!
    Then came the concept of Globalization. With the advent of globalisation,BPOs moved up the value chain & expanded their reach by new acquisitions & moving across geographies. That’s again history now!!
    Now when We & our Clients are talking about Virtualization ,Multi-channel capabilities ,Unified communications & emerging Work from home concepts, What is your view If a services provider with global presence ,providing connectivity to your doorstep, also offers a state of the art technology bundled with suite of applications in the form of Hosted Contact Center Portfolio.
    Some organizations already know these benefits, Some are in discovery process & others have not even begun.
  • Business Transformation and Innovative Business Models

    1. 1. ©2008 Tata Communications, Ltd. All Rights Reserved. Confidential & Proprietary NASSCOM BPO Strategy Summit Business Transformation and Innovative Business Models Srinath N MD & CEO, Tata Communications 09 JUN 2008
    2. 2. Confidential & Proprietary 2 NASSCOM BPO Strategy Summit Tata Communications: Vision Emerging Markets Converged IP Solutions Managed Services INDIA, ASIA incl CHINA, SOUTH AFRICA New WORLD of Communications New WORLD of Communications To deliver a new world of communications to advance the reach and leadership of our customers India’s Gateway To the World
    3. 3. Confidential & Proprietary 3 NASSCOM BPO Strategy Summit Monopoly ILD Provider ILD (89%); Others (11%) Wholesale Voice, Wholesale & Enterprise Data, Retail Broadband VSNL in 2002 Tata Comm in 2008 Carriers; Retail (Dial-up) Customers Carriers, Large Enterprises, Mobile Operators, Broadband Consumers India-Centric Play; negligible global operations Global Infrastructure, Global Customers Revenues: $1.6 bn Market Cap: $1.2 bn Revenues: ~$2.0* bn Market Cap: >$3.5 bn *FY07 Transformation Story Lines of Business Reach Financials Customers
    4. 4. Confidential & Proprietary 4 NASSCOM BPO Strategy Summit A Transformation in the midst of adversity
    5. 5. Confidential & Proprietary 5 NASSCOM BPO Strategy Summit Revenue Enhancement in Existing Businesses • Creation of Enterprise Business Unit • Expansion of VPN networks, Data Centers • Implementation of ATM and MPLS networks • Launch of Voice Calling Cards Recovery and Transformation Process Improving Competitiveness of the Company • Focus on Customer Service • Balance Sheet Restructuring • Business process re-engineering • Redeployment / Sale of assets & recovery of debts Investments in New Businesses - Domestic Investments in New Businesses - International • Entry into NLD Voice and Data Services • Entry into new Corporate Data offerings – vertical solutions for BPO, IT, BFSI, Media… • Managed Services • Broadband Services, incl. WiFi and Content • Entry into Sri Lanka and Nepal • Expansion into USA, UK, Singapore • New submarine cable to Singapore • Acquisitions of TGN and Teleglobe • Entry into South Africa
    6. 6. Confidential & Proprietary 6 NASSCOM BPO Strategy Summit India Leadership India Enabled A New World • International & Internet bandwidth led • Expansion into NPLC, IP / MPLS & Ethernet • Global MPLS & Ethernet • Targeted fiber investments • Expansion of Managed infrastructure, collaboration & security • India + Asia + South Africa leadership • Global MPLS • Data center expansion • Introduction of Global Ethernet & managed services • WiMAX-led last mile access in India 2005-06 2007-08 2009-102003-04 Transforming our Enterprise Business
    7. 7. Confidential & Proprietary 7 NASSCOM BPO Strategy Summit Organization Change Transformation Levers Leadership Processes & Tools People Culture
    8. 8. Confidential & Proprietary 8 NASSCOM BPO Strategy Summit People Transformation > 5,000 employees (net addition of ~4000) 20% outside India (from 0% in 2002) 37 nationalities, 36 years age (1,43 in 2002) 80% less than 5 years (< 20% in 2002) > 30% are customer facing (from < 1% in 2002)
    9. 9. Confidential & Proprietary 9 NASSCOM BPO Strategy Summit Transformation Journey Summarized Global Challenger Competitive Private Sector Monopoly Public Sector International Expansion 2002 2003 2004-06 2007- ILD Leadership Enterprise Services NLD Tyco Global Network Teleglobe South Africa Mobile VAS Global Enterprise IP Transit Global Voice Global Connectivity Managed Services Emerging Markets
    10. 10. Confidential & Proprietary 10 NASSCOM BPO Strategy Summit Transformation into a New Outsourcing Model Tata Communications Experience  Transformation incl. integration of 6 acquisitions in 3 yrs, including TGN and Teleglobe  Off-shoring of 400 jobs from Canada & USA to India  Creation of Global Delivery Centers in Pune and Chennai  TL9001 Quality and BS7799 Information Security certifications Tata Communications Transformation Services The Global Telco Challenges  Increased competition and tariff pressures  Increased costs & insufficient ops support  Delayed / poor customer service processes  Wholly owned subsidiary of Tata Comms  Focused on outsourcing services to other carriers (including “competitors”)  Major Service Areas:  Network Engineering (Planning & Design)  Service Fulfilment  Network Operations  Customer Benefits:  Productivity improvements (zero backlogs, quick turnaround)  New business  Higher accuracy levels in SLAs  From Zero to 650 employees in 18 mos; planned addition in FY09: >1500
    11. 11. Confidential & Proprietary 11 NASSCOM BPO Strategy Summit Audio Web Conferencing Audio Web Conferencing The Next World for the BPO Industry Cost Arbitrage Value- added services Business Knowledge Process improvement Business Transformation Processes & Tools – Full services
    12. 12. Confidential & Proprietary 12 NASSCOM BPO Strategy Summit What is our role as a Service Provider ? Offshoring Multi-Channel Multimedia IP Migration Speech Recognition Globalization Remote Agents Out-Tasking Competitive Requirements VcIPLC mVoIP SIP Trunking Hosted PBX Touch Tone IVR Speech Recognition / Text to Speech IVR Enhanced Call Routing Hosted Contact Center
    13. 13. ©2008 Tata Communications, Ltd. All Rights Reserved. Confidential & Proprietary NASSCOM BPO Strategy Summit Thank you
    14. 14. Confidential & Proprietary 14 NASSCOM BPO Strategy Summit