12 November 2011

TCS BPO
Campus 2011-2012
12 November 2011
The BPO Business The BPO Business
12 November 2011 2
BPO Industry Overview:
Global BPO market size - $315 bn in 2008, to grow at 9% CAGR @Nelson Hall Estimates
Global BPO Offshore market size - $30 bn in 2008 #Nasscom Everest Estimates
ndian BPO market to grow 19% through 2013 to $1.8 Bn * Source Gartner
ndia continues to be preferred offshoring destination (ATK, Tholons, neoT)
1op 10 G|oba| Cutsourc|ng C|t|es**
kank
2010
C|ty
kank
2010
C|ty
1 8angalore 6 Pyderabad
2 Mumbal 7 uublln
3 uelhl (nC8) 8 une
4 Manlla (nC8) 9 Cebu ClLy
3 Chennal 10 Shanghal
I|nanc|a| Serv|ces Vert|ca| key 8C |ayers
Capt|ves 1h|rd arty
PS8C CenpacL
8ank of Amerlca 1CS 8C
Amex l8M uaksh
!MC lnLeleneL
SLandard CharLered Wlpro 8C
key Lconom|c Ind|cators
Ind|cators 200708 200809 200910
Cu ($ 8n) 1173 1180 1218
l1LS 8evenue ($ 8n) 641 71 736
8C 8evenues ($ 8n) 123 147 137
LxporLs 109 127 134
uomesLlc 16 19 23
no of Lmployees (MM) 700 790 841
1alenL ool ln lndla (MM) 36 40 43
Productivity/Domain/Platform gaining increasing importance.
Global delivery & footprint becoming significant
ndustry likely to see increased pressure on acquiring resources with domain expertise
(Focus on quality)
ndustry continues to see consolidation
ncreasing cost pressures on local companies to drive demand for domestic BPO
ndustry players moving towards Tier //SEZ.
Emphasis on Corporate Governance
Generating financial savings of over 50% for US and W. Europe.
BFS vertical to account for 40% of potential offshore market.
Market Share of ndian vendors to reach 10% from current 4% by 2010
** Source: globalservicesmedia.com
BPO Industry Overview
Source: Data tiII 08-09 Nasscom
12 November 2011
TCS BPO
An Overview..
12 November 2011 4
Pioneer : CGSL, AFS, DiIigenta, Comicrom
Top 2 BPO in India (DQ Survey)
- Rs. 3461 crores in FY-10
- 30,000+ Associates
- 150+ customers, 50+ countries
- $ 60 mn Largest deal in 2010
Presence In
- 9 ndustry Verticals
- 5 Horizontals
- 7 Platforms
Clients - 150+ in 32 countries
Global presence - 12 key GNDM
TM
delivery locations
across the globe
Few important M&A & JVs - AFS, BTS, WT,
Comicrom, Diligenta and CGSL
TCS BPO Overview
5%
5%
16%
9%
10%
53%
1%
1%
Geography Revenue 2009-2010
Asia Pacific
beroAmericas
UK
ndia
Europe
North America
ME
Africa
1084
1424
2017
3461
2006-07 2007-08 2008-09 2009-10
Revenues from BPO
NR Crore
12 November 2011
TCS BPO Overview : Domain Focused services
HorizontaIs
Horizontals are domains that
can be leveraged across all
the industries.
F& A
HRO
SCM
KPO
Customer nteraction
S
e
r
v
i
c
e
s
VerticaIs
Capabilities which serve the
core needs of specific industry.
BFS
nsurance
Manufacturing
Telecom
Retail
M & S
Life Sciences
Travel & Hospitality
ERU
BPO
80% Revenues from domain Ied transaction processing
PIatforms
HR & PayroII, Finance & Accounting (F&A), Procurement, AnaIytics
VerticaI - Insurance-Pensions, Banking-Recon, Banking-Operations
5
12 November 2011
GIobaI Networked DeIivery ModeI
TM
6
N. America
1
beroamerica
APAC
ndia
Europe
2 2300
6 30000+
2 1100+
1 237
Number of delivery centers
Number of FTEs*
(English, French,
German, talian,
Portuguese, Spanish)
Santiago, Chile
Montevideo, Uruguay
(English, French,
German, talian,
Portuguese, Spanish)
(Chinese, Japanese,
Korean, Taiwanese,
Russian)
UK, Budapest,
(English, Dutch, German, Greek,
Hungarian, celandish, talian,
Norwegian, Polish, Portuguese,
Romanian, Russian, Spanish)
Cincinnati
(English)
Hangzhou, China
51
12 November 2011
TCS BPO Differentiators
Transformation
Consulting led Transformation followed by BPO for Large Ecuador Bank
T Leveraged to create Golden Source of Data for Leading European Bank
Process Automation to cut down TAT by 60% for leading Research provider
Process mprovements leading to $ 15MM+ savings for Fortune 50 US
Retailer
Platform Based Services across HR, F&A, BFS and nsurance
Alternate Engagement Models
Vendor Assisted Model for Leading European Bank
Hybrid Model for Fortune 50 Manufacturing Customer
FSA Regulated Subsidiary in UK
90% + Revenues stemming from ndustry Specific Processes
ndustry Specific Certifications and Associations.
ATA/ USFTAA Association
250 LOMA, 700 ACPCU and 170 AHM certified professionals
30+ competency centers across 7 domains - 14000 FTE's with 16
years of know how
Existing pool of 600+ certified six sigma professionals across TCS
Domain Competency
Large and Complex Transformational Deals
$ 847MM Contract with Pearl Assurance UK
$ 1.2 Bn Contract with the Nielsen Co.
$ 2.5Bn Contract with Citigroup
Track record of SLA management (Quality>99.9%)
ndustry Certifications ( SO, COPC)
7
Transformation
Innovative & FIexibIe
Business ModeIs
OperationaI
ExceIIence
%$! %$!
Career Path & Progression Career Path & Progression
12 November 2011
CAREER Path & PROGRESSION
Head
Manager
SpeciaIist
Executive
Head
Senior
ConsuItant
ConsuItant
Process
AnaIyst
Head
Lead
Program
Lead
KT Lead
Head
Lead
DeIivery
Manager
Team Lead
Coach
Domain
Expert
Offering
Expert
Process
Expert
Head
Centre
Head
Manager/R
O: BB
QuaIity
AnaIyst
IndividuaI Contributors
Pre SaIes
& SoIution
Transition
DeIivery/H
oneycomb
Subject
Matter Expert
(SME)
Process
ExceIIence
Group (PEG)
Transformation FaciIitation
nvolves:
HR
nfrastructure
support
Process
Automation
9
12 November 2011
ResponsibIe for identifying customer requirements & arriving at optimaI
soIutioning and achieving business numbers
Pre Sales &
Solutioning :
Solutions Owner
ResponsibIe for creation of an offering roadmap, identifying customer
requirements for specific offerings and achieving business numbers for the
offering
Pre Sales &
Solutioning :
Offering Owner
To ensure the operationaIisation of Domain based or Program LeveI Transition
MethodoIogies so as to ensure customer vaIue is maximised
Transition :
Program Leader
AppIication of expertise in a particuIar domain/area towards enriching vaIue
deIivered to the customers
SME :
Domain/Offering
Expert
Manage successfuI outcomes of a Project for the customer and enrich Iearning
into the transformation team
Transformation :
Consultant
RoIe ProfiIe
10
12 November 2011
Career management begins with a PDP creation
and Goal Setting discussion.
The basis for PDP is the psychometric test and
one one project allocation assessment
The PDP is signed off and uploaded on know
max the goal sheet is closed on SPEED
Supervisor discussion
GoaI setting & Project Charter
Assessment centre /
Psychometric
Create the
JANUS profiIers
One - One Career Discussion :
Business , Pre SaIes
QuaIity & HR
8832039 - 6 months: Business Focus
AIIocation to a Domain .
AIigned to PresaIes/ Business ops area of focus
MonthIy reviews to track career progression & goaIs
ss|gnment re Sa|es 8us|ness Iocus 6 months
%AssoclaLe ls allgned Lo a uomaln learns Lhe domaln
%ocus of asslgnmenL ls pre sales / dellvery/ 8M llnked
Lo Lhe uomaln (based on oneone pro[ecL allocaLlon)
%ro[ecL compleLed wlLh LranslLlon llnked Lo domaln
8832039- 6 months Process ExceIIence Focus
AIIocation to a domain
AIigned to SpeciaI Projects in DeIivery ,Transformation
Orientation to Risk
MonthIy reviews to track Career Progression
ss|gnment 8 rocess Lxce||ence Iocus 6 months
%AssoclaLe ls allgned Lo a uomaln learns Lhe domaln
%CompleLe Speclal ro[ecL whlch focus on C8 ro[ecL
8lsk and 1ransformaLlon llnked Lo Lhe uomaln
8832039 6 months SpeciaI Projects and Leadership
MonthIy reviews to track Career Progression
Career Discussion - aIign associate to the career stream and roIe
Review the career Discussion / Assessment Scores used to
VaIidate the career stream assigned.
Based on Performance - RoIe identification and AIIocation
ss|gnment C Spec|a| ro[ects |n the career asp|rat|on
area w|th Iocus on Leadersh|p sk|||s
6 months
%AssoclaLe ls allgned Lo Lhe career sLream /domaln
%eads a Leam for a speclal pro[ecL
%AssessmenL Lo lndlcaLe leadershlp readlness Lhrough
360 evaluaLlon
%AssessmenLs have Lo be
cleared Lo move Lo Lhe
asslgnmenL geL allocaLed
Assignments - Rotations - Assessments
Career Mapping - PDP- Project Charters Process FIow for Career Progression
AsslgnmenL A and 8 can be compleLed ln any order ln
12 monLhs SS and C8 have Lo be compleLed ln Lhls
phase nexL asslgnmenL ls allocaLed based on
performance assessmenL
END
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12 November 2011
Objective: To provide a structured competency based learning platform for development of Nanagerial skill critical for
career progression
3igibi3ity: All Band 4 Employees
Competency
CIusters
Thinking
Achieving
Organization
nteraction
Creative
nnovation
Advanced
Presentation
Skills
Direct Attention
Thinking Tools
FSH
Who Moved My
Cheese
Campus to Corporate /
Corporate Orientation
TATA Group
Orientation
Company Overview
Business Orientation
HR Overview
Understanding Core
Competencies
*MS &
Presentation ( C2C)
ExperientiaI
Learning
Out Bound Training
Covering
InterpersonaI SkiIIs
Initiative
Innovation &
Creativity
ResuIt Orientation
nduction Core Programs Graduation
Graduation
Learning Symposium Management + Leadership Engagement (2-3 hrs)
Site Visit (3-4 hrs)
CBT + e-learning + 24X7 Books + Harvard Mentor Modules
Continuous Learning
ntervention
(Optional)
Time Frame - 12 months
Campus Hires - 5 day nduction + 8 days LT
12
Thank You