4. AGENDA
• Overview – BPO
• Organisational Transformation in
– Wipro BPO
– Deutsche Network Services (dNETS)
– HSBC Electronic Data Processing (HDPI)
– IBM Daksh
5. OVERVIEW - BPO
• BPO industry came to India in 1994
• Two main factors for itsentry
– Cheap Labour
– Highly skilled Indianswho can communicate well in
English
• India is the current market leader in BPO
• Impact of BPO in India
– Steady rise in GDP
– Increase in employment
– Increase ininfrastructure facilities
6.
7. Timeline of Wipro
• 1945 - Originated as Western India Vegetable
Products by M.H. HashamPremji
• 1985 - Marketed its first Personal Computers
under Wipro Ltd
• 2002 - Acquired Spectramind and was named
as Wipro BPO (third-party provider)
• 2004 - Opened a BPO facility in China
• 2005 – Renamed its BPO as Wipro BPO
Solutions Ltd
8. Transformation in Wipro BPO
• Rural BPO : Future Scope of BPO
– Location:Manjakkudi, Tiruvarur District
– Motive:
• To take work to the people
• To increase literacy and employment rate
• Evangelist
– To maintain good relationship with college
students
9. Transformation in Wipro BPO
• SEED
– To maintain good relationship with Wipro BPO
family
– Benefits: A family member can pursue higher
education with reimbursement
• Wings Within : Internal Job Posting
– To create loyalty amongst the employees
– Benefits: An employee can work in other sectors
of Wipro
10. Transformation in Wipro BPO
• Career Mosaic : Job Rotation Policy
– To make employees gain exposure in diverse roles
in Wipro BPO
• Josh : Employment Engagement Program
– To control employee attrition
• Stress Buster
– To reduce the stress level amongst employees
11.
12. Timeline of Deutsche Bank
• 1870 – Founded by Adelbert Delbruck in
Germany
• 1872 – Opened its first branch in China and Japan
• 1896 – Opened its branch in India
• 2003 – Entered BPO in India as Deutsche Network
Services (dNETS)
13. Transformation in dNETS
• dNETS offers ‘Payment and cash management
processing’ services
• dNETS follows ‘Captive Processing Center’
operational model
• Deutsche Bank moved its work from Infosys
BPO to dNETS
• Blogging Policy
– To maintain the reputation of dNETS in social
media
14.
15. Timeline of HSBC
• 1865 – Founded by Thomas Sutherland in Hong
Kong
• 1959 – Acquired Mercantile Bank and British
Bank of the Middle East
• 1959 – Opened its branch in India
• 2000 – Entered BPO in India as HSBC Electronic
Data Processing (HDPI)
16. Transformation in HDPI
• HDPI changed its employees’ formal uniform
to casual uniform
• HDPI adopted Information Technology
Infrastructure Library (ITIL) to enhance IT
Service Management
– Improved IT services
– Reduced Costs
– Improved Customer satisfaction
17. Transformation in HDPI
• HDPI operated through Centres of Excellence
(CoE) model to deliver seamless customer
experience
• HDPI ensured that they focussed on selling
products as well as on quality and customer
feedback
• HDPI changed its procedure of taking leave
from operational manager to assistant
manager
18.
19. Timeline of IBM
• 1911 – Founded as Computing Tabulating
Recording Corporation by Thomas Watson
• 1924 – Renamed as International Business
Machines (IBM)
• 1992 – Entered India as IBM India
• 2004 – Acquired Dakshe-Services and named
it as IBM Daksh
• 2010 – Renamed IBM Daksh as IBM Global
Process Services
20. Transformation in IBM Daksh
• Referral Bonus Program
– To encourage employees to refer friends and
relatives, who can be a part of IBM Daksh family
• Sensei : Performance Evaluation Grid
– To conduct research and refine training methods
• Gender Diversity Strategy
– To overcome Cultural and Structural barrier
21. Transformation in IBM Daksh
• IConnects
– To facilitate learning from senior women on how
to face challenges and enable professional growth
• Contribution to Prayas and CRY
– To support educational and developmental efforts
in India
• IBMer
– To run the company by a set of strongly held
beliefs
