Organisational Transformation in BPO


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Organisational Transformation in BPO

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  2. 2. AGENDA• Overview – BPO• Organisational Transformation in – Wipro BPO – Deutsche Network Services (dNETS) – HSBC Electronic Data Processing (HDPI) – IBM Daksh
  3. 3. 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
  4. 4. 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
  5. 5. 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
  6. 6. 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
  7. 7. 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
  8. 8. 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)
  9. 9. 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
  10. 10. 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)
  11. 11. 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
  12. 12. 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
  13. 13. 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
  14. 14. 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
  15. 15. 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