This document provides an overview of the Business Process Outsourcing (BPO) and IT-enabled services (ITes) industry in Bangalore, India. It defines BPO as subcontracting business operations to a third party, and ITes as using information technology to improve organizational efficiency. The top three BPO/ITes companies in Bangalore are listed as Wipro BPO, Aditya Birla Minacs, and Infosys BPO. The document describes the service offerings of these three companies and some of the key challenges facing the wider BPO industry.

1. Analysis of ITes
and BPO
industry

2. Definition
Business Process Outsourcing Information technology
enabled services
A method of subcontracting
various business-related
operations to a third party.
When business process
outsourcing began, it
applied chiefly to
manufacturing entities, such
as soft drink manufacturers.
However, it is now
applicable to the
outsourcing of services.
IT Enabled services (ITES),
also called web enabled
services or remote
services or Tele-working,
covers the entire gamut
of operations which
exploit Information
Technology for improving
efficiency of an
organization.
http://www.investopedia.com/terms/b/business-process-outsourcing.asp

3. Top 3 BPO/ITes
companies in Bangalore
Wipro BPO
Aditya Birla Minacs
Infosys BPO Limited

4. Wipro BPO
Horizontal Vertical
• Human Resource Outsourcing
• Procurement Outsourcing
• Order Management
Outsourcing
• Knowledge Process
Outsourcing
• Finance and Accounts
Outsourcing
• Customer Service
Outsourcing
• Technical Support
Outsourcing
• Research, Analytics and
Social Media
• Banking and Financial
Services
• Energy, Natural Resources
& Utilities BPO
• Global Media and
Telecommunication BPO
• Healthcare BPO
• Insurance BPO
• Retail and Consumer
Goods Outsourcing
• Transportation BPO

5. Infosys BPO
Horizontals Verticals
• Business Platforms
• Customer Service
Outsourcing
• Finance and Accounting
• Human Resources
Outsourcing
• Legal Process Outsourcing
• Sales and Fulfillment
• Sourcing and Procurement
Outsourcing
• Business Transformation
Services
• Indian Domestic BPO
• Communication Service
Providers
• Energy and Utilities
• Financial Services
• Healthcare
• Insurance
• Manufacturing
• Media and Entertainment
• Retail, CPG and Logistics
• Services

6. Aditya Birla - Minacs
Horizontals Verticals
• Customer Lifecycle
Services
• Finance and
accounting services
• Procurement
outsourcing
• Manufacturing & Retail
• High Tech
• Banking, Financial
Services & Insurance
• Telecom, Media and
Entertainment
• Healthcare and Public
Sector

7. Services - LPO

8. Services – M&A

9. Order Management
Multi-channel marketing programs integrated with order booking and
processing, amendments and cancellations
Channel Sales: tracking and expediting dealer orders, inquiries and
information assistance
Customer analytics and sales reporting: order fulfillment, billing and
shipments, reasons for order rejection, ABC analysis, etc.
Contract administration.
Global logistics and shipment management.
Catalog management.
Obsolescence and returns assistance.
Stock checks, audits and investigations.
Interfaces with procurement sourcing and payments, billing and accounts
receivable, and collections management.

10. BPO Industry – Function
operations

11. Industry Challenges
• Increasing competition with emerging preferences.
• Cost saving is not a mere differentiator. Customers
look for specialized offerings with function and
domain knowledge.
• Maintaining service delivery as engagements are
shifting from fixed price based model to SLAs
(performance based).
• Maintaining skilled manpower

12. Next Action Items

13. Readings
• http://www.sourcingmag.com/content/what_is_bp
o.asp
• http://info.shine.com/Industry-Information/ITES/3.aspx
• http://itlaw.wikia.com/wiki/IT-enabled_services
• http://www.itinfo.am/eng/it-enabled-services/