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AGENDA
• Overview – BPO
• Organisational Transformation in
  – Wipro BPO
  – Deutsche Network Services (dNETS)
  – HSBC Electronic Data Processing (HDPI)
  – IBM Daksh
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
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
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
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
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
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)
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
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)
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
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
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
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
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
BY:
ARUNACHALAM RAMANATHAN
HEMANGI PARKERIA
RICHA DARUKA
SUMIT KHANDELWAL

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Find the transformation of top BPOs in India

  • 1.
  • 3.
  • 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