Business Process Outsourcing The Indian Experience

BPO-these three letters loom high in the Indian scenario today. This book attempts to examine the nuances of the BPO industry in India as well as the global undertones and larger strategic objectives behind the trend of outsourcing. Readers will find this

The book deals with the emerging concept of BPO s and KPO s in the service industry. With the advent of the era of competition and gradual opening up of the economy, there is relocation of manufacturing and service all over the world based on cost and people considerations. At this juncture, the concept of outsourcing has come up as a major development with flourishing call centres. The service providers are moving into value creation and enhancement of changing perception of employees as a ground for competitive advantage in the industry with and intention of long term sustainable growth. At the same time knowledge process outsourcing have came to occupy a prominent position with increasing competence in the field. The knowledge services provide new vertical opportunities and global financial institutions are recognizing India s capabilities for high end outsourcing in this area The book, therefore is an attempt to bring forward the changing trend in business practices in vogue in various organizations in the globalized world. Contents Part I: Outsourcing: A Myth or a Reality; Chapter 1: Offshore Outsourcing: A Myth or a Reality by T C Saha and Debashis Sur; Chapter 2: BPO as a Great Opportunity for India: Myths and Realities by Shiv Kumar Sharma and Vijay Laxmi; Chapter 3: Business Process Outsourcing: Realities by P Bezborah, Rashida, T Noorain and Kakali Mahanta; Chapter 4: Outsourcing: Myths and Realities by S K Gupta; Chapter 5: Outsourcing: Myths and Realities by M Surat Kumari; Chapter 6: Outsourcing: Its Myths and Realities by Nitu Agarwal and Karishma Sarkar; Chapter 7: Outsourcing: Myths and Realities-An Analytical Study of ITES-BPO Sector in India by Abhigyan Bhattacharjee; Chapter 8: BPO: The Myths and the Reality by Pramod Kumar Agarwal; Chapter 9: The BPO Revolution: Myths and Realities by Sunita Sharma; Chapter 10: Outsourcing: Myths and Realities by V T Ramakrishna; Part II: Emerging Trends of Outsourcing in India: The Pros and Cons by G L Gaur; Chapter 12: Emerging Trends in BPO by S V Satyanarayana and A Sudhakar; Chapter 13: Business Process Outsourcing and its Future Role in Indian Economy by Swami Prakash Srivastava and Bhawana Saini; Chapter 14: Business Process Outsourcing in India: A Critical Study by Debdas Rakshit and Swarnabha Das; Chapter 15: BPOs are India s Growth Engines by Mahesh Chandra Prasad; Chapter 16: Future of Outsourcing: Indian Perspective by Sadia Khan; Chapter 17: Present Status of BPO Industry in India: Challenges and Opportunities by N Subba Rao and G Syamala Rao; Chapter 18: Outsourcing: Preserving the Boom in Indian Economy by Tek Nath Singh, Mohan Thakur and Sujata Sharma; Chapter 19: Business Process Outsourcing: The Indian Advantage by Israel Raju Vuram and G V S Sailaja; Chapter 20: Indian BPO Industry and its Challenges by Saurabh Sen; Chapter 21: Business Process Outsourcing in India: Present Status, Prospects and Future Challenges by G M Dumbre and M B Khandare; Chapter 22: The Changing Faco of Indian Outsourcing Industry by R S Yadav; Part III: Financial and Accounting Services: Chapter 23: BPO: Potential in the Insurance Sector by S C Das; Chapter 24: Outsourcing in Financial Services by V Krishna Mohan and D Suryachandra Rao; Chapter 25: Outsourcing iin Banking Sector: Myth and Realities by D M Khandare and Mohan S Rode; Chapter 26: Outsourcing in Reference to Finance and Accounting Akhil Mishra and Reema Srivastava; Part IV: Knowledge Process Outsourcing; Chapter 27: Knowledge Management and Knowledge Process Outsourcing by B Vijaya and Veerendrakumar; Chapter 28: Knowledge Process Outsourcing (KPO): The Emerging Opportunity by P K Yadav and Sanjay Misra; Chapter 29: Strategic Response to Integrated Learning Solutions through Knowledge Management Outsourcing by Sanjana Gupta, Pooja, Bhupinder Kaur and Lata Sharma; Chapter 30: Knowledge Process Outsourcing (KPO) in India: Some Issues and Challenges by Ramesh O Olekar; Part V: Human Resource; Chapter 31: ITES Outsourcing: The Right HR Strategy by K Raji Reddy and T Krishma Kumar; Chapter 32: Recruitment Process Outsourcing: Myths and Realities by K V Geetha Devi; Chapter 33: Human Resource Outsourcing: Some Issues by S Arvind, P Paramashivaiah and R K Ramesh Babu; Chapter 34: Job Satisfaction in BPO Industry by K Sridevi; Part VI: Miscellaneous; Chapter 35: The Outsourcing Story by Krishna Kumar Agarwal and Meenakshi A Singh; Chapter 36: Business Process Outsourcing: Does it Have Future? by Sureshramana Mayya; Chapter 37: Blooming and Glowing BPO by T Ramesh: Chapter 38: Business Process Outsourcing: Benefits and Challenges by Pandit C Bilamge and Kallinath S Patil; Chapter 39: Business Process Outsourcing: A Global Experience by G P Prasain; Chapter 40: Outsourcing: Emerging Trends in Indian Advertising Scenario by Umesh H Arahunasi and Mallikarjun N Kaddipudi

The book, in its new edition, continues to present the fundamental concepts of Business Process Outsourcing (BPO) and its applications in Indian industry. Divided into 19 chapters, the book offers a strategic framework for BPO management which is crucial for creating competitive advantage for a business enterprise. In the Second Edition, three new chapters on BPO Analytics, Outsourcing in Cloud Environment and BPO Transformation Strategy and an appendix on Sample Contract-Outsourcing Services have been introduced. Further, the book has been enriched with latest updates in the form of tables and exhibits in almost all the chapters. Chapter-end questions help in easy comprehension of the underlying principles.

Outsourcing is a concept which is fast gaining acceptance from all sectors of business. The outsourcing concept has existed for about 30 years but it came into prominence only around 25 years ago. The manufacturing industry in USA was the first to adopt outsourcing due to the strong dollar and competition from other countries. The next major development was the beginning of the call centre industry and the shifting of this industry to offshore destinations like Indian and Philippines. Around ten years after this, came the knowledge process outsourcing industry, including offshore destinations, which is growing at a very fast pace. The next important development was the outsourcing of business processes called "business process transformation outsourcing". The first major player in the offshore business process outsourcing industry was India. This was mainly due to the availability of English language skills and educated low cost manpower in the country. However, other countries followed suit and the next major player is Philippines whose English language skills are better than India. It also has a huge manpower with accountancy skills. China too is likely to become a major player especially for Asian language business process outsourcing. The Dalian region in China has people who know Chinese, Korean and Japanese and it is becoming a hub for BPO operations in China. Other countries like Sri Lanka, South Africa are also in the process of becoming BPO hubs. This book traces the evolution and growth of the outsourcing industry from manufacturing to service. It delves into the practice of outsourcing related to manufacturing, BPO, and KPO business process transformation. It also discusses the experiences of various countries in the outsourcing business.

Globalization requires effective international and cross-cultural collaboration. When project teams from Western cultures first come into contact with colleagues from the Indian IT and BPO industry, prejudices against the new and unknown are typically amplified. This book is a start on the journey of cultural appreciation for managers, project leaders, and offshore coordinators working together with Indians. It is also a resource for business managers and company strategists seeking to understand the softer aspects behind the headlines that the Indian IT and BPO industry so frequently creates. Being both academically well researched and an account of the author’s many years of personal experience in India, the book opens with a description of cultural dimensions that help to break down culturally driven matters. It provides background information about India as a country and a social system. Examining the development and current status of India’s IT and BPO industry, it moves on to describe the dynamics of its workforce. The book then provides practical information on how to communicate, negotiate, and interact with Indian colleagues, and intelligently utilize expatriates. It closes by formulating recommendations for a more effective collaboration.

The Book Is About Management Aspects Of Business Process Outstanding. Focuses An Advantage For India In This Industry. Has 9 Parts With 48 Papers In All Useful Book In The Field Of The New Global Trend In Outsourching.

"This book explores the issues of supply chain management with new perspective providing examples of integrated framework for global SCM, novel ways of improving flexibility, responsiveness, and competitiveness via strategic IT alliances among channel members in a supply chain network, and techniques that might facilitate improved strategic decision making in a SCM environment"--Provided by publisher.