EMERGING PARADIGMS - PowerPoint PPT Presentation

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EMERGING PARADIGMS

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  1. EMERGING PARADIGMS Session 8 16:35 - 17:00 Dr. Deepak B Phatak IIT Bombay

  2. OVERVIEW • Business In The 21st Century • Call Centre Management • Challenge For Banks And Financial Institutions • The Road Ahead Emerging Paradigms

  3. BUSINESS IN THE 21ST CENTURY • Customer May Not Physically Visit • Service At The Customer Doorstep • Brick And Mortar Ops, Cost Issues • Locational Transparency • New Delivery Mechanisms • Innovative Ways To Cut Costs • New Businesses Get Incorporated Emerging Paradigms

  4. BUSINESS IN THE 21ST CENTURY • Internet Commerce Will Proliferate • Smart Card As The New Basis Of Payment System Standard • Organisations Will Develop A Digital Nervous System • “Corporate Knowledge” Will Grow And Will Be Shared Emerging Paradigms

  5. BUSINESS IN THE 21ST CENTURY • Location Basesd Wage Advantages Of Knowledge Workers Will Be Further Exploited • Tele Processing • Medical Transcriptions • Digitisation Of Drawings • Software Development & Support Emerging Paradigms

  6. CALL CENTRES • 24x7 Help Desks • Large Number Of Operators, Telephone Lines, Access To Information • Take Calls • Extract Necessary Information From Multiple Data Resources • Solve The Problem • Need Complete Integration Of All Corporate Distributed Applications Emerging Paradigms

  7. CALL CENTRES • Examples • Citibank Card Centre • Provides Relationship Information • GE Call Centre At Gurgaon • Uses Local persons To Support Global Operations Emerging Paradigms

  8. NEW CHALLENGES • Modern IT Usage Must Become Second Nature To Every Employee • Demand For Customised Financial Products Will Increase • Sustained And Focussed Investments In IT • Where Do We Stand At ICICI ? Emerging Paradigms

  9. THE ROAD AHEAD • Towards A Developed Nation • - Dr. A. P. J. Abdul Kalam Let The Force of Modern I.T. be With You! Emerging Paradigms