The "GICs in India-Emerging Centres of Excellence" report is a follow up to the "GICs in India: Getting ready for the Digital Wave" report. While the first report highlighted how GICs in India are reinventing themselves to adapt to a digital world and how digitisation is a key focus area for GICs with its positive impact on customer experience, workforce engagement, and operational excellence, the second report focuses on GICs as Centres of Excellence.
Each of the three key segments of India's technology sector are analysed separately - IT services, BPM and SPD/ER&D.
IT services: Mature IT GICs have taken up initiatives on multiple dimensions and have become popular role models for others
- IT service GICs have built significant capabilities in-house and are now able to seamlessly deliver end-to-end services
- They are enabling innovation through creation of special roles, technical leadership programs, strong HQ sponsorship, etc.
- Key investment themes revolve around process improvements, managed services, infrastructure optimisation, real-time information, customer engagement and market outreach
BPM: India centres being used for critical operations
- Many MNCs are transforming their GICs into analytics CoEs
- Vertical specific BPM services increasingly gaining traction; shared service centers across verticals today deliver support to core business processes
SPD/ER&D: Bringing innovation to the fore
- MNC SPD/ER&D centres are delivering significant value to parent organisation and to external customers by having the right product ownership levels and by fostering innovation
- India ER&D teams contribute to innovations for global products and products developed for regional markets
- MNC SPD centres look to collaborate with start-ups by deploying one of the multiple engagement models - venture funds, accelerators, platform evangelism, ecosystem collaboration
In conclusion, GICs in India will evolve to become the global sourcing hubs for the organisations' entire IT and business process needs. Further, GICs will emerge from being single-function to multi-function GICs.The key RoI would be to deliver business value and innovation for the parent firm particularly in the areas of digital and futuristic products.
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