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Capitalizing on the Expanding BPO Landscape Imperatives for Growth Ganesh S. Lakshminarayanan
Dell in India  7 Years 12x  DELL CONFIDENTIAL Voice  - Tech Support - Customer Service Voice  - Sales Back Office – AR, Co...
Cost is Critical Be paranoid about Cost
Cost is King <ul><li>Cost will drive sourcing decisions more than ever given the economic conditions in the US market.  </...
Align our Success to the Profitability of our Customers
Aligning Objectives <ul><li>For captives, having more people in our sites may not necessary mean growth in profitability. ...
Commoditization is Inevitable
Effect of Commoditization <ul><li>Most “Horizontal” services are already commoditized. To be in this space, being in best ...
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Roadmap 2012: Capitalising on the Expanding BPO landscape, Ganesh Lakshminarayanan, Managing Director,

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Roadmap 2012: Capitalising on the Expanding BPO landscape, Ganesh Lakshminarayanan, Managing Director, Dell International Services

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Roadmap 2012: Capitalising on the Expanding BPO landscape, Ganesh Lakshminarayanan, Managing Director,

  1. 1. Capitalizing on the Expanding BPO Landscape Imperatives for Growth Ganesh S. Lakshminarayanan
  2. 2. Dell in India 7 Years 12x DELL CONFIDENTIAL Voice - Tech Support - Customer Service Voice - Sales Back Office – AR, Collections, OP Software Development Procurement, HR, Finance. Vertical Specific – R&D Center Help Desk for corporate customers Knowledge Services Analytics Process Engineering
  3. 3. Cost is Critical Be paranoid about Cost
  4. 4. Cost is King <ul><li>Cost will drive sourcing decisions more than ever given the economic conditions in the US market. </li></ul><ul><li>For captives, operational excellence and lower cost of delivery will be more important in these conditions. </li></ul><ul><li>Investing in the front-line tenure and improving productivity are the only sustainable cost differentiators – size, location, ownership etc are irrelevant. </li></ul>
  5. 5. Align our Success to the Profitability of our Customers
  6. 6. Aligning Objectives <ul><li>For captives, having more people in our sites may not necessary mean growth in profitability. </li></ul><ul><li>Vendors should pro-actively drive restructuring of contracts to move from transaction based pricing to sharing value realization. </li></ul><ul><li>Driving end-to-end process innovation (e.g. LEAN) will help us differentiate in commoditized “horizontals”. </li></ul>
  7. 7. Commoditization is Inevitable
  8. 8. Effect of Commoditization <ul><li>Most “Horizontal” services are already commoditized. To be in this space, being in best cost position is required for survival. </li></ul><ul><li>Differentiation should be focused on improving the profitability of our customers. </li></ul><ul><li>Standardization of “vertical specific” services will help us penetrate faster. </li></ul>

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