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E xpand BPO

Your Tier II Partner A RIPCORD CONSULTING GUILD INITIATIVE. E xpand BPO. INDIA. BPO SCENARIO IN INDIA. India is synonymous with the word BPO “We came to India for costs, stayed for the quality, and now investing for innovation”

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E xpand BPO

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  1. Your Tier II Partner A RIPCORD CONSULTING GUILD INITIATIVE ExpandBPO RIPCORD CONSULTING GUILD INDIA

  2. BPO SCENARIO IN INDIA • India is synonymous with the word BPO • “We came to India for costs, stayed for the quality, and now investing for innovation” - Dan Scheinman of Cisco System

  3. INDIA BPO GROWTH 2006-07 • Grown 30% to $ 10.9 billion (PYR $ 8.4 billion) • The Top 2O alone employs 216,967 (30% of total) - add 57,784 during the year

  4. PROBLEM • Huge supply side constraint in the metros • Metros overpopulated by BPOs • Talent pool migration reaching critical levels • Business moving to other countries

  5. SOLUTION Expand BPO to Tier II

  6. AGENDA • Overview • Addressing the Issues • Competition • Business and Operating Models • Market Analysis and Segments • Company Overview and Management Team • Target Customers and Segments • Strategy & Implementation • Operational Plan and Six-Sigma Ramp Up

  7. OVERVIEW ExpandBPO will • Design & deliver the Tier II strategy for major BPOs • Source, hire, train & manage talent in the non-metros • Deliver same quality at much reduced cost

  8. ADDRESSING THE ISSUES • Small labor pool scaling up issues - Even two major BPO units in a single Tier II city is difficult • ExpandBPO to set up 50-100 seat units in multiple locations

  9. ADDRESSING THE ISSUES • Lower skill levels higher training cost & lead time • ExpandBPO to tie up with local educational institutes and engagingly develop the skill pool

  10. ADDRESSING THE ISSUES • Lack of exposure to foreign culture • ExpandBPO to form a co-ordination arm between the client and the end-customer

  11. COMPETITION • Very few serious attempts to deliver the Tier II strategy • Most Tier II city operators do low end sub-contracting • Major BPO players themselves the only competition

  12. MARKET ANALYSIS • 90% of BPO jobs in seven A-city locations • BPO revenue 5X to $ 50 billion by 2012 if Tier II strategy is implemented - Nasscom • BPO jobs in Tier II cities need to go up to 3 million by 2018 – Nasscom

  13. BUSINESS MODEL ExpandBPO will offer services in 4-models: • Build Own* Operate • Build Own Operate Transfer • Build Operate Transfer • Operate *Own would mean 26% to 100% ownership by the client

  14. BUSINESS MODEL • Cost plus margin – details will be shared with the client • 15-30% savings depending on the nature, scale & duration of the project

  15. OPERATING MODEL Operations will comprise five distinct functions*: • Infrastructure – Civil & IT • Manpower – Sourcing & Training • Process Study and Design • Delivery • Account Management *Each function to be headed by a domain expert

  16. STRATEGIC ALLIANCE ExpandBPO will • Build Strategic alliances with educational institutes leveraging its long standing relations • Leverage its relations with Nasscom and CII to build on educational initiatives in non-metros

  17. COMPANY OVERVIEW • ExpandBPO aims at providing large scale quality employment to the youth outside metros to deliver world class services to BPO majors in India • The management team in place - The core team to commission 100X5 seat units in6-months time identified

  18. TARGET CUSTOMERS Non-Voice BPO Majors in India

  19. SEGMENTS ExpandBPO will target non-voice practices that are conducive to distributed processing: • Health Care • Publishing • Logistics • Banking • Accounting • Financial Services and Insurance • Pharmaceuticals • Education • Legal • Media & Entertainment • Telecom

  20. STRATEGY & IMPLEMENTATION • Extension of the client – ExpandBPO to operate as a SBU • Collaborate to establish & operate 100 seat units in Tier II cities • Scale up or next client only after the first 100 seat unit is commissioned • Work for maximum 10 client companies

  21. OPERTIONAL PLAN • 50-100 seats pilot project • Face on 500 seats • 50% CAGR first 3 years - 30% CAGR thereafter • Cost @ 15% - operational efficiency to neutralize 5%

  22. SIX-SIGMA RAMP UP • ‘5-W 1-H’ process deployment* • Setup physical infrastructure • Setup operations team and training • Pilot run and freeze operating specs • Controlled Production – 3 months • Regular Production *The joint process deployment exercise will be led by ExpandBPO’s Business Practice Head

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