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BPM

Leaderspeak BPM: BPO 4.0 can create the next million jobs in Rural India: Raman Roy, Quatrro CEO

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India’s BPO industry did not originate by design but we stumbled upon it by mere chance. We sensed the opportunity and proved that service centres in India to meet international standards for global clients can be a reality. Initially, there were doubts on whether this concept would work but we demonstrated that it is doable at a scale by leveraging technology and an educated workforce. The results are evident. In a flat world India is justifiably the largest back office service provider to the globe generating five million plus direct and indirect jobs in the last 25 years. The Indian workforce has proved that they are as competent as their global counterparts if they get the same inputs, training and support. While training people with the processes was a challenge initially, the positiv...

Developing Deep Thinkers is the Future of BPM Business – WNS CEO Keshav Murugesh

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Developing Deep Thinkers is the Future of Business: Keshav Murugesh Skill and talent development will be vital to the business process management (BPM, formerly known as business process outsourcing) sector, says Keshav R Murugesh, group CEO of Mumbai-based WNS Global Services. On the sidelines of the Nasscom India Leadership Summit in Mumbai in February, Murugesh, who is also chairman of Nasscom’s BPM Council, tells Forbes India about the increasing role of analytics and automation in the BPM industry. Q. Do you believe that the BPM sector has been successful in integrating disruptive technologies? Yes. We have moved away from the old models to newer-age models involving domain, technology, social, mobile, cloud, artificial intelligence and robotics. In our business, to achieve 10 to 11 p...

‘We want world to know that India is the default place for BPM Keshav Murugesh, Sandip Sen, & Mohit Thukral on holding international BPM events

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Business Process Management spreads wings The $28-billion business process management (BPM, which was earlier called business process outsourcing) segment is coming out of the shadow of the information technology (IT) services segment. BPM players, along with the Indo-US Chambers of Commerce and the National Association of Software and Services Companies (Nasscom) hold first industry conference in the US in March. Industry leaders from the sector feel this give them the required exposure in their customer market. Over the past two years, the BPM segment of the $108-billion IT-BPM sector had been undergoing a rebranding and spreading its wings in terms of differentiating itself from the IT services players. Keshav Murugesh, chief executive officer, WNS, and chairman Nasscom BPM Council, bel...

Rebranding, a part of NASSCOM strategy to develop BPM industry Keshav Murugesh, WNS CEO on the need to rebrand to change perceptions

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Rebranding, a part of Nasscom strategy to develop BPM industry The Business Process Management (BPM) industry has, since its earlier avatar as the Business Process Outsourcing (BPO) industry, had an unfairly harsh reputation, according the Keshav R. Murugesh, Group CEO, WNS Global Services, and Chairman of the BPM Council of Nasscom, the national IT and BPM industry body. In an interview with The Hindu, Mr. Murugesh, a chartered accountant-turned CEO, spoke of his experiences and challenges as the head of a firm with a market capitalisation of $1.4 billion and just 29,000 employees, as well as his goals and related challenges as a spokesperson and stakeholder for the BPM industry – in his role at Nasscom. ‘Your mess for less’, was the initial selling point of the outsourcing industry, whic...

Keshav Murugesh, CEO, WNS & Chairman, NASSCOM BPM Council on reshaping global BPM businesses

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Our ability to create, scale, manage customers will ensure Indian dominance Excerpts from a Times of India interview where Keshav Murugesh, Chair, NASSCOM BPM Council talks about how BPM companies play a role in reshaping global businesses. Q. What’s the outlook for the BPM market? The market today is nascent and under penetrated. Companies are hungry for players like us to help them manage their businesses better. All this is coming at a time when there is disruption around technology and new models. 24% of total insurance policies sold today are sold online. IOT is driving innovation in various sectors. New technologies are generating immense data which companies need to understand very well to predict their customers better. Intel has a chip that detects failure of machines, Googl...

Re: In these times of volatility and uncertainty, BPM companies need to “Re-think, Re-Align and Transform”. How are companies doing this?

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Mr. K S Viswanathan, Vice President – Industry Initiatives, NASSCOM, said, “The industry has continued on its path of sustained growth and has evolved in accordance with the changing international trends. Indian BPM players have transformed their approach by evolving into strategic partners driving end-to-end processes and outcomes for clients across the globe, spanning myriad industries. The services being offered by industry players have therefore kept the end-customer as the pivot of every solution being delivered.”

In these times of volatility and uncertainty, BPM companies need to “Re-think, Re-Align and Transform”. How are companies doing this?

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Highlighting the steady growth and rapid evolution of Indian BPM industry leading to key transformations for its customers, NASSCOM kick-started the two-day NASSCOM BPM Strategy Summit. The 2015 summit in Bangalore served as a platform for delegates and industry leaders and experts to synergize their efforts to evolve the dynamic BPM landscape, enabling it to deal with ever changing global business trends.

On the Supreme Court’s decision to allow All-India Permit holding diesel cabs to continue ferrying BPM employees in Delhi-NCR

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NASSCOM is  thankful to the Supreme Court as well as the Government of India for understanding the genuine concerns of the BPM industry on the ban put on the plying of diesel based cabs in the Delhi-NCR region. We also thank Amicus Curiae Harish Salve and applaud the decision towards formulating a plan to phase out diesel cabs. This is welcome news for the BPM industry, which has thrived in the region helping create job opportunities and supporting economic growth. The ban on cabs had put immense pressure on the sector and business continuity; potentially denting its image at a global level. Due to the nature of its work, the BPM industry functions 24×7 and its employees work across shifts day & night. The industry is cognizant of the safety of its employees, especially women henc...

Interview Series 1: NASSCOM Chairman Mr. C. P. Gurnani, CMD, Tech Mahindra

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Dare to Dream, but Also Dare to Execute – In Conversation with CP Gurnani Mr CP Gurnani, the CEO and Managing Director of Tech Mahindra, is the present Chairman of NASSCOM for FY 16 – 17. While he was interacting with the media, it was very interesting to gather some of his insights on change, managing that change, and how NASSCOM is working with varied stakeholders to enable the ecosystem to be future- ready. The idea of mini NASSCOMs charting out an accelerated growth path Someone posed the inevitable question – the challenges which lay ahead of NASSCOM. In his inimitable style, he brushed it aside calmly, and remarked, that he prefers to see them as opportunities instead. NASSCOM after all, represents a 150 billion dollar industry and is responsible for 4 million technologists working a...

From ‘Cost savers’ to ‘Digital transformation specialists’

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From ‘Operations’ to ‘Customer’ focused The market environment is becoming increasingly competitive, with clients focusing on providing best-in-class customer experience and thereby enhancing customer loyalty. The clients’ markets are consolidating with frequent mergers and acquisitions rapidly resulting in consolidation in their business landscape; take the example of the healthcare industry in the US where consolidation has changed the business environment dramatically. Moreover, with rapid changes in technology and customer behavior, clients are re-focusing on priorities such as cybersecurity. As a result, BPM firms are becoming increasingly customer centric and aligning their business models to the clients’ business. The outlook has now become customer centric, focusing on advocacy to ...

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