BPO and KPO

2008-09-22T22:35:00.000-07:00

Current Debate on Outsourcing

India and Outsourcing: Complete Coverage (from Rediff.com)
Outsourcing (B. Line)
Indian cities best for outsourcing: Survey
'India is most favoured for outsourcing'
Merck to outsource some drug development work to India's Tata-owned research firm
Outsourcing hits a new class of workers: Journalists
Outsourcing: Job Killer or Innovation Boost?

The Real Problem with Outsourcing
Innovation: Outsourcing's Second Wave
NRI entrepreneur makes Bihar hometown an outsourcing hub
US engineering jobs continue to be outsourced to India
US meets just 10% of its teacher requirement

Oz bank staff refuse to train Indians
Outsourcing to India faces UK heat
NYC puts spanner in education outsourcing to India
Middlesourcing: The New BPO Buzzword
'Efficiency key driver for outsourcing'

Now, India to cash in on legal outsourcing wave Outsourcing: India Skills Gap Widens
Engineering services: Big outsourcing opportunity
SaaS is khaas!
Fraud reports worry India outsourcing firms
INTERVIEW - Infosys CEO sees benefit from U.S. outsourcing Guj BPOs hire more from small towns
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TCS changes rules of outsourcing game Innovation: Outsourcing's Second Wave Global Services readers to outsource $88bn jobs Yet another outsourcing wave!British pupils opt for online tuition from India 'Outsourcing' isn't the scare word it used to be Viewpoint: Outsourcing vs. isolationism Offshore resources Engineering change Call Center? That's So 2004 Now, India a hub for design outsourcing Cambridge University Press to cash in on India's BPO boom Bangalore Goes Global US Law-Firms now outsourcing to India Is the Indian IT juggernaut hitting a roadblock?Nasscom to study outsourcing potential Can BPOs really develop your personality?
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Choosing $5 over $25 Outsourcing: Australia gains confidence in India India, China top Asian outsourcing destinations BPOs open their doors to the young at heart Tutoring sans Tutor-e-tuition way Outsourcing of Indian Education Bangalore Goes Global Risk management key to oursourcing Outsourcing satellites What's in the Journals, May 2006 24x7 Customer varsity programme Survey: Business In India: If in doubt, farm it out A BPO varsity for the teachers Financial services industry's turn to outsource
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'IT manpower crunch to last'India Fast Becoming Financial Research Hub Outsourcing to India's not about IT alone Dell to Double India-Based Employee Count to 20,000 Apple Users Slam Company's India Move Apple's Bangalore Plans Fuel IT Outsourcing Debate Nokia: India to Be World's No. 2 for Handsets India Turns to the Middle Kingdom Apple Opens Tech Support Center Outside US Open Season On Outsourcers Making Bangalore Sound Like Boston Changing face of outsourcing industry Outsourcer to outsource its ownership Take-off time for software outsourcing
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'IT Q4 hot on outsourcing'Outsourcing industry to consolidation: Survey A new model for outsourced services `Domestic spending on outsourced IT services may touch Rs 23,800 cr'India Software Development is calling Talent back Home Software Outsourcing demands IT professionals with management skills Foreigners Follows Offshore Outsourcing to India Outsourcing Debate - Part III Outsourcing Debate - Part II Outsourcing Debate - Part I 'The outsource sector will continue to flourish'Study: US Outsourcing Fears Greatly Exaggerated India and Outsourcing: Silicon Valley East
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Engg design,a $20-bn break Indian BPOs spaced out! Not yet Outsourcing Is Climbing Skills Ladder Outsourcing drives global growth Skills shortage threatens offshoring Satyam bags GM's outsourcing contract Call centres no more calling BPO players in consolidation mode Indus Nation Experts favour outsourcing of jobs Wipro may bag a chunk of GM's outsourcing contract Here comes the 3rd generation outsourcing Think outsourcing's trouble? Now workers are leaving, too As outsourcing evolves, so does a city in India Think outsourcing's trouble? Now workers are leaving, too India feels the heat in advertising outsourcing Sonata Signs a Multi Year Outsourcing Contract with Church’s Chicken™ `Domestic BPO market to grow 60 pc in 2005-06'Select BPOs cash in on high-end jobs BPOs will have to sharpen their new skills BPO guys! Callers hate scripted talks India's i-flex to grow with outsourcing Extend outsourcing to the hardware sector British BPO moves 100 jobs to India Biggest threat of global outsourcing is the loss of talent, author ...BPOs to make H'wood animation films
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Firangs discover India for BPO jobs IT, business services spend — UK's Tesco saves 30% by outsourcing to Indian arm Ban Outsourcing? Bad Idea Structuring cross border development centers BPO: The Winning RFP Response The Macro-Economics Of Outsourcing Selling BPO Outsourced Contract Manufacturing HTMT to spend $200 M for acquisitions BPOs to capture $11 B insurance market Women call center workers are satisfied: Book Back office outsourcing spurs growth at ex-GE unit Offshoring: India continues to be most attractive India keeps lead in offshore location race; China is second Trammell Crow eyes boom in KPO outsourcing U.S. citizens worried over outsourcing Outsourcing outrage Tech engineers fear U.S. is falling behind Outsourcers Struggling to Keep Workers in the Fold 79k jobs in legal outsourcing by 2015 Productivity the mantra for BPO sector Outsourcers in India fight for skilled labor Outsourcing assumptions turned upside down by report Outsourcing Fears Help Inflate Some Numbers Outsourcing professionals form body UK's Abbey reviews Indian outsourcing centre Outsourcing for the Small Fry Indian call centres are like slave ships, says study
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Airbus to outsource to India Outsourcing boom swells profit at Wipro Indian IT outsourcer thrives in Ireland TCS bags $847 million BPO deal from U.K India rides outsourcing boom to capture legal work from abroad Outsourcing has helped Kalpakkam project Desi IT majors outscore global giants Small mfg units join outsourcing party Outsourcing common in Delaware India to be services hub India carves a niche in gaming outsourcing 'No outsourcing boom doom'Ensuring India’s competitiveness in offshoring Nipuna becomes world’s first eSCM level 4 certified BPO Half of Silicon Valley jobs moving to India Offshoring realities India continues to dominate ITO, BPO space, says neoIT China can be top in outsourcing: TCS CEO Outsourcing fuels 3D designing software mkt India tops as outsourcing destination Indian BPOs eyeing US healthcare sector Indian offshoring in publishing vertical to touch $1.1 b by 2010 How Indian BPO model is evolving India first choice for offshoring financial services: Survey Legal services offshoring seen as next big thing in BPO space TCS, Infosys likely to bag $1.2 b ABN Amro outsourcing deal Cost-cutting drives outsourcing growth Indian Cos need to hone delivery skills in specific BPO verticals Age old: Japan looks to India for wired solutions TechBooks acquires a learning process Pass this exam to get a BPO job Here's a call centre behind the bars!Pvt equity investors look to log out of EXL
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Hey yank! Now, outsource your lawyer India tries exam to boost quality of outsourcing Is India's outsourcing honeymoon over?India Outsourcing Tradable Services: Understanding the Scope and Impact of Services Offshoring"'Outsourcing cuts costs by 40-50%'India lures interns to look at outsourcing Mapping the globe from a cosy BPO Now, the mother of all outsourcing Over 100 call centers exit biz: NASSCOM Bharti in $230 M outsourcing deal Outsourcing not 'in' thing for Xenitis BPOs now go in for multi-city back-ups UK nanotech firm to set up joint venture for outsourcing Outsourcing can disable an organisation: Study Offshoring: Separate roles for India, China Wipro targets latest outsourcing trend: R&D Outsourcing: The big wave still to come Procurement offshoring, a new wave Economic Analysis: Revisiting Indias Outsourcing Boom...U.S. Workers Must Differentiate Skills to Compete Globally Outsourcing and Job Loss: A Protectionist Fallacy Outsourcing Getting the measure of it 'Outsourcing hurting US as firms misrepresent numbers' Outsourcing of education is India's new catch Barclays moves tech jobs to India Outsourcing to affect 4.1 M jobs by ’08 'Outsourcing cuts costs by 40-50%'Chandigarh TOSSes Trained BPO Professionals IT product development outsourcing, new wave for India Clinical research outsourcing: Emerging models TCS in BPO venture with Microsoft, Chinese cos NIIT among top 20 trainers Outsourcing not causing job loss: WTO Pune programmers rake in mega bucks Bullish Indian outsourcing firms take scandals in stride Mom-and-Pops Go Global BPOs are now moving to Indian villages Indian outsourcers move to fix security Plants abroad! Tata mulls outsourcing Cutting Here, but Hiring Over There Plants abroad! Tata mulls outsourcing PFIZER'S SINKING $4 BN Infosys, Satyam heed SOS Indian call centres selling UK's secrets Bank to pump prime India 3i Infotech to venture into MF, outsourcing Pfizer says it will outsource some information technology jobs to India Indian Outsourcing Firms Make Global Push In China, America BPO wave pulls British to India
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Indian outsourcers move to fix security NIIT Tech net up 77% on higher offshoring Outsourcing rules for banking activity: RBI 'Outsourcing cuts costs by 40-50%''India to face BPO staff crunch'China gives India BPO heebie-jeebies Now, BPOs go the consulting way India much ahead in outsourcing: OfficeTiger CEO Phirangs are all set to grab your BPO job Sutherland to make BPO practices Disney set to outsource tech for $1.3bn India's a role-model supplier in Zone BPO Monsoon still helps push India's economy ‘‘Highly qualified techies give our BPO a global edge’’'Outsourcing cuts costs by 40-50%'Outsourcing at crossroads Call Centre race: India becomes an inspiration India extends IT outsource boom BPO Whiners! Wake Up And Smell Coffee Outsourcing ban? Indian worried India calls for trade pact to protect outsourcing IT salaries-India cheap, Vietnam even cheaper Look East Global service giants headhunting in India Europe in chaos as India, China 'stealing' jobs 'India is giving us a splitting headache'BPO all set to grow in product engineering sector: Report Doors opening for outsourced security India Seeks To Upgrade Outsourcing Image When outsourcing loses human element Analyst: Outsourcing to grow in fresh field Outsourcing: The 'O' Word Reconsidered Tutorial services gets outsourced
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CapGemini to up headcount to 3000 After techie skillsets, US keen on outsourcing film props to India Happy to move Outsourcing: 100 US Bills target India Hey BPO pro! Big brother is watching Now, Indian gurus for American pupils Disney to outsource some technology jobs Legal outsourcing makes its case Scale up outsourcing with innovations Disney to outsource tech jobs Are BPOs the new age sweatshops?Israeli cos. keen on India for outsourcing Check this out! BPO, village style Annual maintenance and more siliconindia BPO Directory 2005 - The first directory of its kind published in the U.S.New corporate mantra: Employee outsourcing Piecemeal IT outsourcing Outsourcing Pitroda on Fox News, defends outsourcing as part of globalizationMANY FACES OF OUTSOURCING U.K. warns of risks in offshoring to India And now, BPO wave sweeps agriculture Outsourcing giant Wipro eyes consulting gigs And now, BPO wave sweeps agriculture eBay may offshore more biz to India Pakistan: Better Late Than Never In Outsourcing Dell to expand its India outsourcing Indian call centres recruit UK backpackers Outsourcing your core competencies Businesses opt for offshore safety with 'big six' outsourcers Outsourcing to India - why?Indian call centres recruit UK backpackers HSBC and Lloyds TSB head offshore to Calcutta Offshore Outsourcing Ticker "Offshoring to India will continue to boom despite setbacks"
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Indiatimes Infotech Outsourcing Are Indian BPOs fleecing customers?'Outsourcing' set to catch up India receives contract for marking UK examination papers Indian call centers losing out Study: Outsourcing falls from favor HR outsourcing continues to grow Hospital Services Performed Overseas: Training, Licensing Questions Raised Outsourcing as a Sign of Strength Mega deals elude IT outsourcing industry Indian outsourcing firm rakes in $2 billion Wipro profits jump on outsourcing Offshoring theft victims 'gullible and careless'Shadow over BPOs' future How security conscious are BPOs?BPO sector to face manpower shortage by '08 Outsourcing gives boost to Tata's net And now, India outsources priests to EU, US IP Ownership In Outsourcing Contracts From ITO to BPO: The Growth of Offshore Outsourcing Structuring cross border development centers BPO: The Winning RFP Response Outsourcing deals from U.S. will continue despite MphasiS issue A survey of outsourcing BPO to see lot of action in ‘05: Nasscom BPOs: Chennai most preferred BPOs driving software success: Survey Mega deals elude IT outsourcing industry Union backs bill banning IRS outsourcing Patent Search outsourcing to India A matter of strategy
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Reports clash over outsourcing mega deal trends Indian police make arrests in outsourcing fraud Outsourcing backlash replaced with indifference Why outsource hiring?The Great Leveling Bridgestone takes outsource road to India Offshoring's second wave HMA arm ties up with Triton for ATM re-entry CyberMedia, Dice in pact for tech job board Poor infrastructure harming Indian IT-BPO sector: Study China big threat to India on outsourcing: Premji India Facing China Threat: Pitroda Need for reengineering IT outsourcing – will TCS and Satyam chiefs elected...India Daily -- On Outsourcing Western Exposure In India 's Outsourcing Boom, GE Played a Starring Role Poor knowledge workers?All's not well with Indian BPOs!Even visas are getting outsourced HSBC to double offshore jobs including India Outsourcing Innovation BorgWarner to outsource from India The Global Payoff from Outsourcing Outsourcing Innovation O U T S O U R C I N G Trends in Outsourcing India no more sought after Outsourcing more expensive than in-house, says Gartner BPO Projects Scale Back Citizens to Save California farms a little menial work out to India ...BPO jobs hit merger landmine Offshoring to surge in 2005: Hewitt study Outsourcing gets into high gear Gartner: Outsourcing costs more than in-house
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The politics (and economics) of outsourcing Trends in Outsourcing Outsourcing may give basic research a leg up Indian outsourcing firms battle to keep staff Outsourcing gets into high gear GenY logs out of BPO honeymoon Demand for trained BPO staff outpaces supply Offshoring has minimal effect on layoffs: US Labour Deptt Offshoring up-close and personal Indian outsourcing business hits a bumpy road 'India can rake in $16bn from outsourcing by '07'IT or BPO? We've both Indian BPO to help Chinese get UK visas IT cos to hike recruitments for fresher Outsourcing business booming neoIT: 40 percent of 2005 outsourcing projects will fail Global, offshore outsourcing rising in Asia-Pac India to train Chinese software pros Yet another boom year for IT US Bosses Want Foreign Workers, But Jobless Object Outsourcing Jobs to ... Europeans?New BPOs open way jobs in Kolkata India poised to emerge leader in outsourced testing Mid-size deals drive business process outsourcing British motor Co. outsources jobs Fearful report for IT services workers?The New Ideas Labs US firm opens another BPO centre at Gurgaon 'I made an Indian girl cry, you can do it too India's IT Challenge The Next Hurdle For Indian IT Bank of Baroda to set up offshore branch in Singapore What's Drawing India's Youth to Software Jobs?:UK firms save 10mn pounds a year for every 1,000 offshored jobs IT, ITES largest job creators in India Research And Markets: The IT Outsourcing Market Is Showing Signs Of More Stability What Do You Do When Outsourcing Goes Bad?`IT, BPO sectors largest job creators'Design engineering, IT's the next big thing France, Germany dial call centres in India for other language clients New Year forecast rosy for Indian technology firms IT sector treads on firm ground, BPO & hardware shine too Second Wave: Design outsourcing set to hit Indian shores Technology outsourcing suicidal for US: expert US outsourcing is 'accelerating'Offshoring An Issue Even For Startups Demystifying Indian BPO India adds a new dimension to the outsourcing equation Offshoring Goes On The Offensive Look Who's Going Offshore DaimlerChrysler Outsources
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Shell Objects To Reported $1B Outsourcing Price Tag It's Funny What Outsourcers Will Do For A Contract Indian firms too outsourcing to US Outsourcing: Pain and Profit From Indiana to India: Why 1 firm leapt Small Firms Find That Outsourcing Cuts Both Ways Offshoring: How India is handling backlash Editors' picks: Offshoring stories around the Web Are US techies as good as Indians?India is 'star performer' in outsourcing IT’s R&D Outsourcing Blitz Now Indian Investments Can Help Reduce Outsourcing Backlash Indian outsourcing to maintain 50 pct growth but clouded by attrition Offshore Outsourcing: Is Your Data Safe?From the Editor: Fears Unfounded The Real Cost of Outsourcing: The Good and Bad of Outsourcing IT Indian-Americans not outsourcing to India Evolving Views On Outsourcing Software Development Team in India Outsources to Developers in America;.... As a Center for Outsourcing, India Could Be Losing Its Edge GE chief defends outsourcing to India, China Outsourcing religion, on a wing and a prayer After outsourcing backlash, it's now the turn of `insourcing'The man who does too much Keeping U.S. Jobs at Home Outsourcing goes spirit Outsourcing to India to rise 50 %The road to offshoring nirvana "Outsourcing is for real but it is badly hyped"US Chamber of Commerce chief defends outsourcing to India Apollo, India's new BPO coup: WSJ Outsourcing: Our next challenge Indian outsourcing to maintain 50 pct growth but clouded by attrition A Brief (Recent) History of Offshoring States Take a Hard Look at Outsourcing Offshoring And Beyond Indian BPO firms constrained by lack of data protection laws Should I Stay or Should I Go?Outsourcing called crucial for many emerging firms Are biotech jobs next to go?Singapore's reply to offshoring -- build Biopolis, create new jobs Testing the offshore waters Outsourcing summit to focus on version 2.0 Outsourcing of jobs is a two-way street: US official US firms to offshore more HR work 'Outsourcing good for US economy'Outsourcing boosts US cos bottom lines Finance firms to outsource to India in a big way Top US lobby to fight BPO-bashing No more work to India: Arizona Governor Soon, BPO companies may proclaim: Proud to be Indian Outsourcing fears based on myths: experts US firms holding back offshoring work till elections
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More Bay Area jobs?Slipping out of our grasp Outsourcing buzz in Indian biotech bay Will India price itself out of offshore markets?Outsourcing, Turned Inside Out A Brief (Recent) History of Offshoring Putting a Human Face on Outsourcing UK firm rules out panic on outsourcing Impact of outsourcing on jobs difficult to determine:experts Private jobs too under anti-BPO scanner US to outsource obesity to India Want a BPO job? Be a good boy Centre of attentionEffects of India's fast-growing call centre industry Top US lobby warns against curbing BPO Outsourcing is here to stay: CNN Globalised Discontent: Outsourcing Can Help Bridge Rich-Poor Divide US IT body takes BPO battle to govt Why Cummins finds India hot Chop the cheap word A networking danger?E-mail triggers privacy brouhaha Extortion threat to patients' records Offshore Outsourcing The Other Side of the Outsourcing Debate

2008-09-22T22:21:00.000-07:00

Oz bank staff refuse to train Indians

MELBOURNE: Upset at losing their jobs due to offshoring, IT workers in the St George Bank in Australia have refused to train their Indian replacements. The employees of the bank were warned in September that they would lose their jobs and were told last Tuesday they would assist training new staff through a "buddy system", a TV channel reported Friday. The bank has told 80 of its workers that their jobs will be moved to India. "It was sickening that the bank was expecting them to do so," employees of the bank said.

Around 60 employees further said that they didn’t have any problem with their replacements but were upset with the bank. One of the employees claimed that St. George Bank did not help find them other work. Meanwhile, on Thursday, Qantas defended its decision to sack 340 of its IT workers, and move the jobs offshore. Qantas Chairman Margaret Jackson's told shareholders at the company's Annual General Meeting, that they had to sack the workers in order to remain competitive. The Australian Services Union said the move would put passengers' security at risk, as IT deals with sensitive passenger and passport information.

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File: 'India not taking away British jobs'
File: Now, outsourcing gets personal
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medical tourism given an impetus by Govt of India

2008-04-04T13:13:00.000-07:00

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Greetings. This tells of a new business model which seems to be growing well. http://www.dallasnews.com/sharedcontent/dws/fea/healthyliving2/stories/040208dnlivmedical.32d27d0.html The 'rates' given at the end are indicative. This new Finance Bill - 09, has provided for many tax reliefs for new hospitals in non-Metro areas. So ... I suppose, there will be more beds available for the medical tourist after a few years. In the meantime, such influx is bound to inflate rates for locals and soon the middle-class in India, may be finding difficulty in getting beds for their own treatments. As such our development plans move slowly and the tourists will be coming in waves. -- Please visit my blog: http://thinkunderstandacceptadapt.blogspot.com/

Outsourcing: Role of Consultants

2007-12-10T23:31:00.000-08:00

Outsourcing of services has acquired a new dimension in the present globalised economy, offering immense benefit in terms of quality and cost effectiveness.

Considering the vast potential of engineering and management consultancy profession there is an urgency to enhance professionalism and competitiveness of Indian consultants to enable them to seize the emerging global opportunities.

Outsourcing is a management strategy by which an organization delegates major, non-core functions to specialized and efficient service providers. Offshore Outsourcing of Business Processes in the burgeoning industry of IT and ITES is growing at a blazing rate.

Consultants specialized in the disciplines of outsourcing can add significant value to an outsourcing transaction. Consultants play significant role both at the macro and micro level of outsourcing firm. At the macro level, consultants can provide value by identifying opportunities for outsourcing and structuring a program for consistently generating appropriate opportunities.

The consultant might identify not only the opportunities for outsourcing of existing business infrastructure, but also most strategic opportunities for the future evolution of the company. At the micro level, consultants can provide value by identifying specific individual tactics that promote their client's interest.

Such tactics may include pricing, identifying the degree of specialization, service levels, RFP development, identification, evaluation and selection of suitable vendors, facilitation of the negotiations and the transition. Over time, consultants can help review of actual performance against contractual performance and can provide assistance in fine-tuning or other adjustments to reflect un anticipated changes in business environment, corporate goals, management, organization structure and the like.

In achieving these objectives for the firm, the role of the consultants may vary as the need change. Consultants need to be facilitative in bringing methodologies and local knowledge with them. They can contribute by filling gaps in the team and generating enough information for customers to know what needs to be done if they go offshore.

They can provide expert knowledge of performance levels and best practices of similar organizations and processes. For outsourcing, consultants can behave as a one-stop shop for entire project management.

The theme of the Tenth Consultancy Congress “Outsourcing: Role of Consultants” is extremely pertinent in this new economy. The Congress will provide a platform for interaction between the various stakeholders with the aim to achieve a better understanding of the issues involved in client-consultant relationship for achieving organizational objectives of world class productivity through outsourcing of engineering and management services to consultants and experts.We look forward to your participation for the success of the Congress

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KPO A Step Ahead of BPO

2007-11-14T22:44:00.000-08:00

Demand Side Perspective of KPO:
Well beyond cost arbitrage!
The global KPO industry is still in a nascent stage. However, it is growing at a rapid pace. The sectors that are expected to 'shine' within the KPO industry include data search, integration and management services, financial services, research and analytics, technology research, computer aided simulation and engineering design and professional services, such as business research and legal services.

Unlike the conventional BPO, where the focus is on process expertise, the focus in KPO, is on knowledge expertise and requires service providers to possess advanced technical and analytical skills.

Some of the other factors fuelling growth in KPO are:

* Developed economies, such as the US, the UK, and countries in Western Europe are increasingly facing a shortage of highly trained and specialized professionals in various knowledge-intensive high skill sectors, such as R&D in VLSI, engineering design, IT, financial risk management, etc.

* Buyers of off shoring services save more at the high end of the value chain, as compared to the low end on a per-job basis.

* High-quality specialized vendors and successful captives have emerged as role models and created awareness for KPO, both in the West as well as in India.

KPO is not just about 'Cost Arbitrage'
In fact, players solely based on cost differentials will hardly be sustainable in the long run. The central theme of KPO is to create value for the client by providing the highest-quality business expertise and superior productivity/effectiveness rather than cost savings based only on geographic cost arbitrage. KPO services help improve the time-to-market, access to special skills, absorb peak load and enhance organizational effectiveness. Moreover, it simplifies the process and makes it more flexible. Consistent quality is the key word and primarily drives the buying decisions. For example, an error made in a corporate finance valuation model can have a huge financial downside, which is likely to be in factors of 1000+, possibly larger than the savings made by having the spreadsheet produced in India. Similarly, a patent with badly written claims can damage the protection of multi million dollar products in global markets. Finally, the outsourcing solutions for high-end processes are usually highly customized, which is an important element of value creation for the client, but also requires the vendors to run multiple customized processes in parallel.

Large potential for SME customers

While KPO started initially in captive centers of large companies, moving to specialized vendors, who provide such services to large companies such as Investment Banks. This sector holds immense potential for the SMEs in the long-term. There are millions of SMEs, which can benefit from KPO; however, their average volumes are much lower than a few thousand US dollar projects up to 5-10 full-time employees).

While large companies predominantly use KPO for gaining access to talent and cost reduction, SMEs can further benefit from buying KPO services from specialized vendors by being able to gain access to very large resource pools quickly at no up front costs. Additionally, it allows them to vary their cost base in the face of short-term demand swings, which creates the possibility of new business models.

KPO A Step Ahead of BPO
From 'Make' to 'Buy'

With the advent of specialized and high-quality KPO vendors in India, customers will increasingly go the 'buy' route rather than setting up their captive offshore centers. Setting up a captive takes at least a year to stabilize quality, consumes a very large amount of senior management attention, and often ends up with higher operating costs and less management control than working with one or two vendors. This effect is particularly strong in KPO, since most companies do not want to build in-house capabilities in such fields in India due to the lack of critical mass, which is currently likely to be around 200+ professionals and that too, with an increasing trend. (E.g. Business Research)

US/UK biggest markets, but large potential of non-English speaking markets The US and the UK account for the largest share of KPO due to English language, the widespread NRI community and their existing comfort levels with off shoring services to India and similar destinations.

European companies are still far behind in terms of off shoring even BPO processes, but are increasingly opening up to the idea of off shoring higher end work to countries like India. However, this trend is likely to pick up only if issues related to language proficiency and cultural context are handled properly. If addressed appropriately, the non-English segment could become an excellent growth opportunity for Indian companies.

Customers want focus rather than breadth or size Buyers of off shoring services are increasingly looking for those KPO players, which have the necessary expertise, depth and experience in focused areas of KPO. KPO players need to focus on particular market segments, in terms of services provided, industry verticals, functional skills as well as the type of clients served. Typically, customers look for the skill rather than for the size of a vendor and prefer focused vendors over vendors offering large varieties of BPO, IT and KPO services. They want vendors who will totally customize their solutions and offer both project-based delivery models as well as dedicated centers.

Flexibility and speed are critical. For example, in Business Research, customers are asking vendors to run projects from a few thousand US dollars upwards and expect complex global and multi-lingual research projects to start after as little as 15 minutes after the requests have been made.

Supply Side Perspective of KPO:
People, Quality, Differentiation and Marketing KPO is centered on professionals possessing the right skill sets. Therefore, access to a large, high-quality skill pool is a precondition for successful KPO operations, captive or third party. For this reason, KPO operations are likely to emerge in countries with the highest educational standards, providing a large number of highly qualified professionals (Engineers, MBAs, PhDs, CFAs, Lawyers, etc.) such as India, China and Russia. India is likely to capture about 70% of the market for KPO, but the challenges will be significant.

The ingredients of successful KPO are recruiting and training the right professionals, providing consistent quality over time, improving productivity to or beyond Western levels and successfully marketing the services to skeptical customers.

Setting up successful KPO companies, captives and third-party vendors, is very difficult and there are significant barriers to enter have been reflected in the past and the huge list of unsuccessful entries clearly reflect this.

People Philosophy and Development
KPO companies are professional services companies and not white-collar factories. Therefore, world-class people development processes are at the root of successful KPOs. Developing professionals faster and better than anyone else will translate directly into better quality, productivity, retention and success in the market place. Meritocracy and true employee care are only a few elements of such a philosophy.

Recruiting
Recruiting the right people is critical and requires significant hiring, building brand equity at the right schools and in the open market. Successful players can attract better people. The interview-to-offer ratios of successful players are about 25:1 and the offer acceptance rates are as high as 80%.

Training
One of the Best practices in KPO is the huge investment (about 15% of the total work time) and developing skills sets such as, functional skills, cross-cultural skills, as well as managerial skills.
Quality and Expertise
The objective must be to deliver world-class quality at often even improved service levels. Successful KPOs measure quality and get feedback for each individual project sometimes as small as a few thousand US dollars. In-depth expertise is required as well. For example, customers require Junior

Equity Research
Analysts to understand the market dynamics in Oncology when creating a valuation model for a pharmaceutical company active in Oncology. The expertise required can be in industry verticals, functional areas (e.g. Risk Management) or in geographic knowledge (e.g. understanding mid-sized German companies).

Focus
The 'Jack in all Trades' approach is not likely to work in KPO. The work at KPO requires domain expertise and therefore the culture and customer requirement of KPOs and BPOs vary significantly.
Hence, it is important that KPOs develop expertise in few areas and excel in them. There is a reason for why Western Law Firms, for example, do not offer R&D and Insurance Claims Analytics and Call
Center Operations at the same time.
Innovation and Differentiation
KPO companies have the unique opportunity to create new markets, since their price points allow them to offer new types of services simply not available in high-wage countries for cost reasons. However, buyers who offer Innovative services will differentiate successful KPO companies from
players who offer cost arbitrage and will give them a sustainable place in the world markets.

Marketing & Sales and Branding
Selling KPO services in the West will require a Western sales force and significant branding efforts in the medium-term. As of now, tapping the SME potential and selling into Continental Europe requires local support. Successful branding will be another necessary ingredient to generate a sufficient 'pull' in the market.

SOURCE: Financial Express: Dated Tuesday, July 19, 2005 (EST)

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Research

2007-11-14T22:29:00.000-08:00

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Follow-up calls and mailers
Business correspondence assistance
& much more……..
Knowledge Process Outsourcing
Research & Development
Marketing Research; Sales Analytics & Reporting & more
Legal & Intellectual Property
Procurement
Business Strategy
Information Technology
Corporate Finance
& much more……….
Recruitment Outsourcing
Candidate Sourcing & Database Mining
Administration Outsourcing
Applicant Tracking & Process Management
Resume screening & Handling
Phone Interviews
Exit Interviews
Test Scrutiny & Administration
Talent Management
& much more……….
HR Outsourcing
Compensation & Benefits Administration
Employee Services
Payroll & Tax Management
Workforce Performance
Learning & Training Center
& much more……….
Bookkeeping & Financial Services
Accounting data entry
Accounts receivables and payables
Preparation of ledgers
Bank reconciliation
Preparation of financial statements
Tax Returns Filing
& much more……..
Healthcare Services (Medical & Non-Medical)

Medical Billing
Medical Coding
Medical Transcription
Accounts Receivables
Claims Adjudication
Data Entry
& much more…………..

more

List of BPO's and KPO's

2007-06-23T22:22:00.001-07:00

go here http://www.sourcingmag.com/forum/showmessage.asp?messageID=2607
and here http://www.fundoodata.com/companies/17/bpo_india

What certifications are required for a BPO and other FAQ's

2007-06-23T21:54:00.000-07:00

Are there any certifications for contact centers like ISO?
See all about quality for BPOs

http://www.bpoindia.org/faq/

While having a certification may not help you to get business, not having a certification may be a good reason for a propsective client to reject your organization. Certification is a useful way to advance your contact center career or evaluate how your center stacks up against your peers. There are several certifications applicable to the BPO / Call Centre world. We have divided them into two broad categories: Individual (for employee) and Organizational (for employer) Certifications.
Nasscom is planning on introducing certification programs for HR personnel and also for BPO firms which could become an industry standard in India.

Organizational Certifications
go here http://www.bpoindia.org/knowledgeBase/quality.shtml

ISO Certifications
ISO is here for the long run
It is recommended that organizations go for ISO 20000 http://iso20000-tqmcintl.blogspot.com/

and ISO 27001 http://tqmc27001.blogspot.com/

. ISO – 27001: The IS0-27001 is the highest certification standard available from the International Standards Organization (ISO). The ISO-27001 is awarded for effective e-security and physical security measures. By going in for this certification, an organization can receive an independent assessment of their Information Security Management System (ISMS). At present, very few Indian IT and BPO firms are ISO-27001 compliant. Some of the certified ones are Satyam Computers, Keane India, Accenture, Cranes Software, Aztecsoft, Microland and PSI Data Systems.
10. BS 7799: Given the media attack on the reliability of the BPO industry in India, the BPO companies are taking strong security measures to prevent any misuse of the details of the customers and ensure that all the employees adhere to the rules. Most BPO companies have certifications such as BS 7799 and SAS 70 and undergo third party audits at regular intervals. BS 7799 (British Standards 7799) is set by the British Standards Institute (BSI) and is the most widely recognized security standard in the world.

BS 7799 is now replaced by ISO 20000
http://www.chillibreeze.com/articles/top-certifications-outsourcing.asp

2006-12-13T07:16:00.000-08:00

http://www.clipper.com.pk/images/top_image_03.gif

Introduction

2006-12-13T07:08:00.000-08:00

BPO FAQ's

What does BPO stand for? What does it mean?
BPO stands for Business Process Outsourcing. Major corporations in the US and Europe are outsourcing their back office operations to India to save costs. E.g. employee payroll is maintained in India for their employees worldwide. Although these jobs usually are not directly IT-related, their data-based orientation often means that they require IT departmental support to be successfully outsourced.
What does ITES stand for? What does it mean?
ITES stands for IT-enabled services. IT-enabled outsourcing can be defined as,
Those outsourcing services that use information technology in the processing and delivery of the service.
Services are typically delivered through a telecommunications or data network, or other electronic media
What is nearshoring?
The practice of sending outsourced functions of any sort, whether IT-based or business process positions, to a nearby country rather than choosing markets such as India or Malaysia that are thousands of miles away. For e.g. US nearshores the work to Canada and Mexico. The physical proximity of these "nearshore" countries is a big threat to India.

What exactly does the BPO market comprise of?
There is a disagreement as to what exactly constitutes BPO. With the rapid expansion of the BPO industry and the extent of its reach, it is becoming increasingly difficult to define what a BPO exactly means. It encompasses a wide variety of activities such as human resource, accounting, financial research, marketing, sales, legal work, logistics and so on. Software services are also regarded as a part of the BPO market by many firms.

What is BPM?
BPM stands for Business Process Management, basically this is about outsourcing the business processes.

Now what is BTO!! ?
BTO stands for Business Transformation Outsourcing. Accenture defines BTO as a strategic partnership between the customer and the outsourcer with the advantage of sophisticated financing mechanisms. It would involve the firm acquiring strategic stakes in the BPO operations that companies have outsourced. BTO involves sharing risks and gains with an outsource business partner, measuring the performance improvement in dramatic gains in the share price, market position and return on capital.
A BTO provides a comprehensive set of services across the entire organisation resulting in a pre-decided output, whereas a BPO is just a contract for outsourcing services/ functions to be done in a specified way. BTOs are more profitable and higher up in the value chain.
BTO also stands for Business Technology Transformation. It is a fast growing nice in BPO and is expected to become a $7 billion industry by 2007 from the current $2.5 million [2004]. BTO can reduce the overhead cost of enterprises by 20%. BTO is about governing the priorities, people and processes of organizations. It aligns IT and business strategy of a company while optimising quality, performance and business availability. According to Yankee Group, BTO enables companies measure and maximise business value across its IT investments.

What is BPO2?
BPO2 stands for Business Process Optimization and Outsourcing.

What is KPO?
KPO stands for Knowledge Process Outsourcing. KPO involves offshoring of knowledge intensive business processes that require specialised domain expertise, thus delivering high value to organisations by providing business expertise rather than just process expertise.

What is MBPO?
MBPO stands for Medical Business Process Outsourcing. Apollo Hospitals is the first major hospital to be getting into this.
Can medical transcriptions be considered as BPO?
Yes.

What is HRO?
HRO stands for Human Resource Outsourcing. HR is getting outsourced to third party providers who can bring in the benefits of knowing the domain.
HR as an activity, it comprises of a group of activities, which include payroll management, training, staffing, benefits administration, travel and expenses management, retirement and benefits planning, risk management, compensation consulting, etc. These activities are outsourced by which the client can concentrate on their core competency.
In the US context, HR outsourcing is a huge area. For instance, nearly about 29-30 per cent of the outsourcing space is HR.

What is RPO?
RPO stands for Research Process Outsourcing. This is popular in the biotech industry. Clients outsource their R&D work. This was termed reportedly by India's biotech queen Kiran Mazumdar-Shaw.
RPO also stands for Recruitment Process Outsourcing. RPO is a key component of Human Resource Outsourcing (HRO). The RPO team basically handles all the recruitment work for their clients.

What is ESO?
ESO stands for Engineering Services Outsourcing.
Engineering Services Outsourcing (ESO) includes product design, research and development and other technical services across sectors like automotive, aerospace, hi-tech/telecom, utilities and construction/industrial machinery.
Spending on engineering services was $750 billion in 2004 and is projected to grow to $1.1 trillion globally by 2020, according to a recent Nasscom and Booz Allen Hamilton study - Globalisation Of Engineering Services - the next frontier for India.
ESO also stands for Educational Services Outsourcing. Education is a growing sector and the demand for Indian educators is on the rise. ESO market is estimated to be USD eight billion dollars and Indian teachers are currently offering services to countries like US, UK , Canada , and the Middle East. Though the main demand is from USA, newer markets of Netherlands and Europe too are fast opening up for Indian teachers.
What is defect density?
It is defined as the number of errors per 1000 lines of code. Accroding to Meta Group it has grown from 0.53 (2002) to 0.6 (2003) and is expected to further rise to 0.87 (2005).
What are the 4Es?
Engagement, education, enactment and enforcement framework is expected to ease the concerns of security and data privacy issue.
What is Procurement BPO?
Procurement BPO is transfer of management and execution of one of more procurement activities, transfer of the entire procurement sub-segments or transfer of the entire procurement business functions to an external provider. It offers increased productivity, cost reduction and business transformation to the client. It has a market potential of $10 billion by 2006.
http://www.bpoindia.org/faq/

KPO

Knowledge Process Outsourcing in IndiaThe KPO industry in India is fast maturing, with the right blend of domain expertise and intellectual capital.www.outsource2india.com/why_india/articles/KPO.asp
Now, Knowledge Process OutsourcingFor the moment it’s being called Knowledge Process Outsourcing, or KPO, as opposed to BPO. And it is exciting enough to have prompted some Indian venture ...fecolumnists.expressindia.com/full_column.php?content_id=47935
KPO - Knowledge Process Outsourcing companyKPOasia.com is an emerging KPO (Knowledge Process Outsourcing) company in India. It is specialized in high knowledge based intensive business processes to ...www.kpoasia.com/

The Hindu : Business : From BPO to KPO
Now, there is a nascent move towards knowledge process outsourcing (KPO). ... Companies in the KPO space thus need to make the transition from offering ...www.hindu.com/biz/2004/10/25/stories/2004102500541600.htm - 21k - Cached - Similar pages
KPO: The next big opportunity
According to a recent study by Evalueserve, the global KPO market is expected to grow at a ... The high-end KPO opportunities are immense for Indian firms. ...inhome.rediff.com/money/2004/dec/31guest2.htm - 30k - Cached - Similar pages
Want a 500% salary hike? Join a KPO - The Economic Times
Whereas, an Indian BPO exec earns about $6000 a year, his KPO friend is ... The figures were released in a recent survey on the KPO sector by Evalueserve. ...economictimes.indiatimes.com/articleshow/1104066.cms - 53k - Cached - Similar pages

FRONT PAGE
India may garner 71% market share in KPO by 2010
R RAVICHANDRAN
Posted online: Friday, May 06, 2005 at 0000 hours IST
http://www.financialexpress.com/fe_full_story.php?content_id=90096

India the ideal KPO source
http://www.outsource2india.com/kpo/articles/kpo-india-advantage.asp

IT, BPO firms rush for ISO-27001 certification
Vishwanath Kulkarni
To address risk management, security concerns
High SecurityAt present, very few IT and BPO firms in India are ISO-27001 compliant. Companies are increasingly going in for ISO-27001 certification to retain their customer confidence.ISO-27001 is awarded for effective e-security and physical security measures.
Bangalore, Aug. 16
http://www.thehindubusinessline.com/2006/08/17/stories/2006081704000400.htm

Quality assurance is key to successful BPO
http://www.expresscomputeronline.com/20020701/opinion1.shtml

The Hindu Business Line : Buzzing labs in a back-office land
After BPO (business process outsourcing) and KPO (where K is for knowledge), ... The ISO (International Standards Organisation) has developed ISO/IEC 17025, ...www.thehindubusinessline.com/2005/11/26/stories/2005112600010800.htm - 28k - Cached - Similar pages

Knowledge Process outsourcing

Knowledge Processing Outsourcing is popularly known as a KPO is the new wave business that has taken the business enterprises by storm.

KPO refers to knowledge-intensive work that involves specialized domain expertise. High value processes that fall into this realm: valuation; research; investment researches; patent filing; and legal and insurance claim analysis. That would certainly include customer analytics and related processes.

One recent report from a group called Global Sourcing Now contends the KPO business will grow to $17 billion by 2010. The report suggests 70 per cent of the total -- or $12 billion -- will be outsourced to India. The number of Indian jobs in the sector is expected to grow from 25,000 at present to 300,000

What is KPO ?

Today’s economy is Knowledge economy and Knowledge processing is a continuous process of creation and dissemination of information by bringing together the information industry leaders to create knowledge and see meaning in information and its context. This Information driven Knowledge outsourcing in known as Knowledge Processing Outsourcing or KPO.

Who can get Benefits of KPO

Emerging KPO opportunities in following sectors:

e-Marketing

Retail Industry

Research & Development

Business and Technical Analysis

Learning Solutions

Animation & Design

Business & Market Research

Pharmaceuticals and Biotechnology

Medical Services

Writing & Content Development

Legal Services

Intellectual Property (IP) Research

Data Analytics

Network Management

Training & Consultancy

more

tqmcintl Industry: Consulting Location: Mumbai : Maharashtra : India ISO 9001 QMS ISO 13485 ENGINEERING NEWS UP-DATE ISO 22000 Explosion protected not Flame proof WTO CRO ISO TQM Information Security Management and ISO 27001 Software QA ISO 17025 CE Marking ISO 14000 GMP requirements SA 8000 ISO 20000 COBIT COPC STANDARD Lean Six Siqma ISO 17021 5 S Energy Manager boiler and pressure vessels eSCM useful Reference tables ERP Management Consultant hotels and restaurants Fami QS Food borne diseases and infections storing food grains Halal and Kosher wet tissues ready made garmets marking Inspection, measuring and testing equipment

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