Why India


Distance working - Outsourcing Non Essential Business Process - Policies for Cost Containment.

In the last ten years, the Internet has changed the manner in which computers and communication networks have been deployed for creating and furthering business opportunities. It is now adequately documented that cost reductions can be achieved by leveraging distance based outsourcing benefits.

The entities in the high manpower cost markets has been faced with the challenges of preserving the levels of service offering, on leaner budgets. The maximising of return for both capital and revenue expenditure, especially in non-core Business Process is the subject matter of intense scrutiny.

India, therefore perceives a significant business case that should be taken up for active engagement. To ensure that a value proposition that is attractive to a Professional Services Management Group, convergence of a multi-segment and multi-function services will need to be proposed in terms of a multi-point / uni-entity services offering.

The following areas are those where a collective contribution can be positioned.

• Integration of Legacy data.
• Integration of a "new generation" hardware / software platform.
• Web and / or remote data visualisation.
• Remote Data Entry / Data Validation.
• Integrated Data Warehouse, Data Store, with Data Mining and Digital Dashboards.
• Remote Administration.

This apart, value added services such as Data Capture, Extraction Transformation and Loading, Document Generation and manning dedicated contact centres (over voice, and data stream) can be positioned.

Presently, there are a number of Service Entities which offer solutions for managed services; the limitation being that these are more often than not segmented and or addressing specific business process areas as defined "verticals". The requirements of businesses in general and the Chief Information Officer's in particular especially in the Small and Medium sectors are to freeze on a "uni-point service offerer" so that liabilities and therefore performances can be monitored and accountability crystallised. Lamentably, In the current scenario, very few service providers have addressed this issue; Last Peak looks at this as a need of the hour and shapes its service offering with this keystone in sharp focus.

It has been India's business model and plan that achieving a proof of concept and thereby entry into these managed care domains through one or more of its "total service" offerings would make it the option of choice when outsourcing issues are considered.

India's appreciation of the Business Process Outsourcing model is that the following issues should be addressed:

• Front end client Management procedures for excellence in client servicing, and client retention.
• Integration of Legacy Data into large data bases for online access creating digital dashboards and interactive front ends for remote retrieval of data and data visualisation.
• Handling of value added services such as documentation, data entry and data validation.
• In the event of creation of scalable databases, enabling of trend analysis, pattern detection while staying within the ambit of security and web enabled framework security requirements.
• Remote administration of digital facilities and data structures.
• Convergence of contact centres over voice and data stream

India has devised and run vertical specific human resource training programs and therefore is open to the challenges of knowledge base creation, replication and critical mass retention, this singular advantage powers India in its quest to achieve successful service roll outs that better customer expectations since it has the ability to define customer requirements and tailor make solutions independent of vertical content.

A service offering driven by customer need would be well appreciated as well as a bankable business proposition given both the numbers as well as the quantum growth perceivable on successful proof of concept. The business case therefore for developing a strategy to service the market needs is well defined, and partnerships structured in a stable manner to ensure a win - win proposition for all concerned.

With the core competencies of India the service offerings would be robust and efficacious. India could position itself as a springboard for offerings in data services, data visualisation and delivery and management of contact centres for prospective users of Business Process Outsource services.

It would not be out of context here to point out that low cost of ownership and rollout based initiatives would be the need of the hour, since low cost of ownership as well as service retention would constitute a significant business mover in the services rollout. The architecture of the entire operation would at all times leverage on the now well established functional and monetary advantages of distance working and leveraging cost and price performance advantages of operating out of the Indian sub continent as far as primary service deliverables are concerned.

The synergy created by the enjoining of core and peripheral activities will translate into a robust and price sensitive alternative to having non essential to core business process carried out in high cost environments.

Emerging from impeccable corporate lineage, India would be an ideal partner not only in terms of corporate governance principles but also in terms of a service offering for a service arena which is diverse as well as defined, and which is showing increasingly rapidly ramping up of potentials and thereby fiscal leverage and bottom line growth for participants.