4. AGENDA
⢠Overview â BPO
⢠Organisational Transformation in
â Wipro BPO
â Deutsche Network Services (dNETS)
â HSBC Electronic Data Processing (HDPI)
â IBM Daksh
5. OVERVIEW - BPO
⢠BPO industry came to India in 1994
⢠Two main factors for itsentry
â Cheap Labour
â Highly skilled Indianswho can communicate well in
English
⢠India is the current market leader in BPO
⢠Impact of BPO in India
â Steady rise in GDP
â Increase in employment
â Increase ininfrastructure facilities
6.
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 â Renamed its BPO as Wipro BPO
Solutions Ltd
8. Transformation in Wipro BPO
⢠Rural BPO : Future Scope of BPO
â Location:Manjakkudi, Tiruvarur District
â Motive:
⢠To take work to the people
⢠To increase literacy and employment rate
⢠Evangelist
â To maintain good relationship with college
students
9. Transformation in Wipro BPO
⢠SEED
â To maintain good relationship with Wipro BPO
family
â Benefits: A family member can pursue higher
education with reimbursement
⢠Wings Within : Internal Job Posting
â To create loyalty amongst the employees
â Benefits: An employee can work in other sectors
of Wipro
10. Transformation in Wipro BPO
⢠Career Mosaic : Job Rotation Policy
â To make employees gain exposure in diverse roles
in Wipro BPO
⢠Josh : Employment Engagement Program
â To control employee attrition
⢠Stress Buster
â To reduce the stress level amongst employees
11.
12. Timeline of Deutsche Bank
⢠1870 â Founded by Adelbert Delbruck in
Germany
⢠1872 â Opened its first branch in China and Japan
⢠1896 â Opened its branch in India
⢠2003 â Entered BPO in India as Deutsche Network
Services (dNETS)
13. Transformation in dNETS
⢠dNETS offers âPayment and cash management
processingâ services
⢠dNETS follows âCaptive Processing Centerâ
operational model
⢠Deutsche Bank moved its work from Infosys
BPO to dNETS
⢠Blogging Policy
â To maintain the reputation of dNETS in social
media
14.
15. Timeline of HSBC
⢠1865 â Founded by Thomas Sutherland in Hong
Kong
⢠1959 â Acquired Mercantile Bank and British
Bank of the Middle East
⢠1959 â Opened its branch in India
⢠2000 â Entered BPO in India as HSBC Electronic
Data Processing (HDPI)
16. Transformation in HDPI
⢠HDPI changed its employeesâ formal uniform
to casual uniform
⢠HDPI adopted Information Technology
Infrastructure Library (ITIL) to enhance IT
Service Management
â Improved IT services
â Reduced Costs
â 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
18.
19. Timeline of IBM
⢠1911 â Founded as Computing Tabulating
Recording Corporation by Thomas Watson
⢠1924 â Renamed as International Business
Machines (IBM)
⢠1992 â Entered India as IBM India
⢠2004 â Acquired Dakshe-Services and named
it as IBM Daksh
⢠2010 â Renamed IBM Daksh as IBM Global
Process Services
20. Transformation in IBM Daksh
⢠Referral Bonus Program
â To encourage employees to refer friends and
relatives, who can be a part of IBM Daksh family
⢠Sensei : Performance Evaluation Grid
â To conduct research and refine training methods
⢠Gender Diversity Strategy
â To overcome Cultural and Structural barrier
21. Transformation in IBM Daksh
⢠IConnects
â To facilitate learning from senior women on how
to face challenges and enable professional growth
⢠Contribution to Prayas and CRY
â To support educational and developmental efforts
in India
⢠IBMer
â To run the company by a set of strongly held
beliefs