BPM 2020: A Roadmap for India

Document created by NASSCOM Community on Jun 6, 2016
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Indian Business Process Management (BPM) industry is undergoing interesting times with convergence of multiple emerging forces - process and technology innovation, unique customer expectations and global delivery models. The Indian BPM industry is today at the cusp of major transformation; yet these rapidly evolving changes will open the door for BPM players – existing and new – to explore novel and effective ways of providing services and expanding their portfolio.


This study, undertaken by NASSCOM and Deloitte, is a comprehensive assessment of the past trends that traversed the BPM industry and the evolution expected to happen in BPM industry in next 5-7 years. The BPM industry is now expected to shift gears - from ‘Linear motion’ to ‘Differentiated motion’ and from pure ‘Horizontal’ to ‘Vertical’ to ‘Specialisation’. This ‘Paradigm Shift’ is detailed out in subsequent sections of this report which includes changing customer expectations, evolving technology trends and the resultant transformational opportunities across dimensions such as service offerings, service delivery models, pricing, talent and operating models of the BPM providers. The report also includes likely challenges and a set of recommendations that will help India maximise its share of this opportunity.




Please visit NASSCOM Research to purchase the report.