2. Some Facts
• According to McKinsey, the
global "addressable" BPO
market is worth $122 -
$154 billion, of which:
35-40 retail banking,
25-35 insurance,
10-12 travel/hospitality,
10-12 auto, 8-10 telecoms,
8 Pharma, 10-15 others and
20-25 is finance, accounting
and HR.
• Expected (Yr 2008) revenue
by India
Offshore BPO -10.9 billion
USD
and from IT -30 billion USD
• India thus has about 5-6%
share of the total BPO
Industry.
3. Ethical Aspect
• Privacy and data security aspects of the BPO business
• Crooks who pretend to be legitimate to run BPO Business
• Unfair Practices like manipulation, concealment,
misrepresentation or any other unfair-dealing practices
during transaction. (Failure / Compromising in service
levels to maximize earning.)
• Exploiting employees to work over and above stipulated
hours.
• Compromising on moral and social values.
4. Probable Solutions
• Adopting procedures to make the
place
• Paperless environment,
• unauthorized usages of external gadgets to
store data,
• Usages of technology such as whitehat
hacking, in which ethical hackers hack and
test security.
5. Probable Solutions-con’t
• Thorough check of the service providers, ( third
party players),
• Quality of resourced used ( qualified personnel's
for the business)
• Check for mandatory certifications and its
genuinity
– COPC prescribe best practices and root cause analysis
templates specific to the BPO industry,
– HIPPA standard for the healthcare industry at
(mandatory norm at US ),
– COBIT compliance for certain control parameters,
dependencies on IT complex resources
6. Probable Solutions-con’t
• Constant monitoring of transactions in random.
• Thorough defined process to address complains,
feedbacks received ( from customer, supplier,
vendor etc)
• Storage of data ( transaction) for minimum 3yrs (
As per SLA with the client)
• Continuous awareness, training programmes in the
organization to follow best practices.
7. Probable Solutions-con’t
• Approachable policies and to be adhered.
• Healthy employee relation with the
Management
• Informal meetings with the employees for
transparency.
• Constant training programmes and
monitoring of activities across all levels.
8. Drivers of Values & Ethics
Performance
Achieving High
Levels of
Values and
Ethics
Performance
Preventing and
Managing
Values and
Ethics
Problems
RESULTS
Leadership
People
Organizational Culture
Risk Assessment,Controls
Standards, Recourse
Drivers
