The document provides an overview of the business process outsourcing (BPO) industry in India and discusses the organizational transformations that have occurred at several major BPO companies, including Wipro BPO, Deutsche Network Services, HSBC Electronic Data Processing, and IBM Daksh. It outlines the timeline and key developments for each company and describes some of their initiatives to improve employee engagement, training, diversity, and customer service.

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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

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

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

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

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

22. BY:
ARUNACHALAM RAMANATHAN
HEMANGI PARKERIA
RICHA DARUKA
SUMIT KHANDELWAL