Analysis of ITesand BPO industry

Definition

Business Process Outsourcing Information technology enabled services

A method of subcontracting

various business-related

operations to a third party.

When business process

outsourcing began, it

applied chiefly to

manufacturing entities, such

as soft drink manufacturers.

However, it is now

applicable to the

outsourcing of services.

IT Enabled services (ITES),

also called web enabled

services or remote

services or Tele-working,

covers the entire gamut

of operations which

exploit Information

Technology for improving

efficiency of an

organization.

http://www.investopedia.com/terms/b/business-process-outsourcing.asp

Top 3 BPO/ITescompanies in Bangalore

Wipro BPO

Aditya Birla Minacs

Infosys BPO Limited

Wipro BPOHorizontal Vertical

• Human Resource Outsourcing

• Procurement Outsourcing

• Order Management Outsourcing

• Knowledge Process Outsourcing

• Finance and Accounts Outsourcing

• Customer Service Outsourcing

• Technical Support Outsourcing

• Research, Analytics and Social Media

• Banking and Financial Services

• Energy, Natural Resources & Utilities BPO

• Global Media and Telecommunication BPO

• Healthcare BPO

• Insurance BPO

• Retail and Consumer Goods Outsourcing

• Transportation BPO

Infosys BPOHorizontals Verticals

• Business Platforms

• Customer Service Outsourcing

• Finance and Accounting

• Human Resources Outsourcing

• Legal Process Outsourcing

• Sales and Fulfillment

• Sourcing and Procurement Outsourcing

• Business Transformation Services

• Indian Domestic BPO

• Communication Service Providers

• Energy and Utilities

• Financial Services

• Healthcare

• Insurance

• Manufacturing

• Media and Entertainment

• Retail, CPG and Logistics

• Services

Aditya Birla - MinacsHorizontals Verticals

• Customer Lifecycle

Services

• Finance and

accounting services

• Procurement

outsourcing

• Manufacturing & Retail

• High Tech

• Banking, Financial

Services & Insurance

• Telecom, Media and

Entertainment

• Healthcare and Public

Sector

Services - LPO

Services – M&A

Order Management

Multi-channel marketing programs integrated with order booking and processing, amendments and cancellations

Channel Sales: tracking and expediting dealer orders, inquiries and information assistance

Customer analytics and sales reporting: order fulfillment, billing and shipments, reasons for order rejection, ABC analysis, etc.

Contract administration.

Global logistics and shipment management.

Catalog management.

Obsolescence and returns assistance.

Stock checks, audits and investigations.

Interfaces with procurement sourcing and payments, billing and accounts receivable, and collections management.

BPO Industry – Function operations

Industry Challenges

• Increasing competition with emerging preferences.

• Cost saving is not a mere differentiator. Customers

look for specialized offerings with function and

domain knowledge.

• Maintaining service delivery as engagements are

shifting from fixed price based model to SLAs

(performance based).

• Maintaining skilled manpower

Next Action Items

Readings• http://www.sourcingmag.com/content/what_is_bp

o.asp• http://info.shine.com/Industry-Information/ITES/3.aspx

• http://itlaw.wikia.com/wiki/IT-enabled_services

• http://www.itinfo.am/eng/it-enabled-services/