Discuss trends and ideas on the convergence of Infrastructure Technology Outsourcing (ITO) and Business Process Outsourcing (BPO). Find out how you can benefit from adopting a managed services delivery model, and learn more about how the bundling of consulting, technology and BPO services can transform your organization.

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November 12, 2009

Vertical Business Platform Services – Pushing the Envelope on the cloud !

Even as early adoption occurs of the Traditional Business Platform services in the enterprise process areas of Procure to Pay, Hire To retire , Order to cash  and Master Data Lifecycle Management, there is more opportunity and traction in vertical industry based Business Platform services.

Some of the Areas are Newspaper-in-a-box – Infosys NiAB offering which focuses on the publishing industry specific processes like circulation orders, advertising Orders and digital Orders. This is a paradigm shift for the capital starved Newspaper industry and allows them the ability to consolidate both operations and technology and also push towards more of managed shared services.

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October 30, 2009

Business Platforms are nothing but Managed Services on the Cloud !!

The different jargons floating around in the outsourcing industry for the evolving new  services model are Platform BPO, Business Services Cloud, Managed Services, SAAS, SAAS + BPO , Software on demand et al. As I had mentioned before, Business Platforms are not just bringing technology( read ERP) and BPO together, but bringing along with it a value-added layer of cloud based managed services. This means deep domain knowledge in an horizontal functional area and /or, vertical industry process area  is successfully configured and encrypted on to a technology tool along with hosting of the same.

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September 07, 2009

Ensure Green Purchasing thru Green Technology

Green purchasing has shown excellent resilience during current tough economic time and delivered value through sustainable cost savings thereby breaking the myth that – It’s a social obligation and so you have to necessarily pay an extra premium. There are three most important aspects to be considered while detailing out policy for green purchasing – social obligation, environmental impact & economic benefit. Of these the latter – which is directly related to the cost equation needs to be broadened for life cycle costing approach , so the  cost equation not only need to capture cost for energy, waste and duration but also additionally include cost for  repair & maintenance, disposable effort, health & safety compliance thereby offsetting any potential financial and environmental risks to the organization in today’s increased regulatory world.

We have noticed that most of the organizations assessment of carbon footprint is mostly limited to ‘organic buying’, ‘local buying’, ‘eco friendly or 'energy star certification’ and reason for this is that there’s no universal criterion which can be applied to every situation. Buyers need to define green policy for each spend category keeping following broad criteria in mind:
- Look for energy efficiency
- Avoid hazardous, toxic foot print in the product or services
- Conservation for heat, light, water and other natural resources
- Look for refurbishment and recyclability
- Easy disposability like bio-gradable
- Leverage technology automation

This brings us back to the most debated aspect – How compliant your purchasing processes are?
Unless organization leverage technology to embed green policy into its purchasing processes- like green specification & standards, green selection criteria, life cycle costing approach, green clauses in contracts at an enterprise level, it is difficult to comply with green purchasing commitment. It is extremely important for organization to leverage the green technology – eSourcing, eProcurement and eAccount Payable  (which avoid paper heavy manual processes – saving tones of paper) thereby making its purchasing processes not only more effective & efficient but would also ensure complying with green purchasing policies at an enterprise level.

August 27, 2009

Next generation BPO: will drive on tailored standardization

It is now by and large evident that the next generation BPO will happen on more complicated and knowledge based process outsourcing in a much shorter time span, and organization’s objective would be to attain transformational benefit rather than cost savings alone. The ongoing recession has brought some method in the madness towards outsourcing rush wherein service providers are being challenged to articulate value proposition beyond ‘cost savings’ alone as a long term strategy. Today we are seeing plethora of solutions mushrooming in the provider’s offering list even if they are not solution in real sense. The next generation BPO solution has to primarily address:

-‘Standardization’ to drive savings through shared service model from a low cost location and this invariably can’t be achieved unless the underlying technology layer is seamless
-‘Tailoring’ to address client specific nuances in terms of process, language and skills in an integrated fashion to enable client become more agile to external environment.

Standardization and Tailoring, though sounds conflicting necessarily needs to be in optimal balance and its right mix is key to the success of next generation BPO solution. This would also mean that service providers would need to have a good handle on both process and technology while executing outsourcing for much needed aspired transformational benefits.

June 17, 2009

What exactly should a Platform service provider really ‘own’?

In Platform offerings, the responsibility split between the service provider and the client is very clear. Client is responsible for ‘using the platform to execute its business processes’. And, the service provider is responsible for managing the service by managing application (implementation, support & maintenance), infrastructure (h/w, connectivity, hosting, & infrastructure support) and operation (BPO) layers.

But, what should the service provider actually ‘own’ in this service offering?

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April 27, 2009

Is Traditional BPO = (Platform minus on-demand application)?

Consider the following two situations for a client organization:
a) Using an on-demand application with the process execution outsourced to a different service provider
b) Is live on a business platform with a single service provider providing IT application & process execution

In both these situations the organization is using services of external providers for provisioning of technology application (infrastructure, hosting, maintenance, support, etc.) as well as business process execution (BPO).

Are the client expectations from BPO service provider in these two situations identical, or does the BPO service provider provide some ‘additional value’ to the client organization in either of these situations?

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