Moving from transactional service provider to
end to end process transformation:
Making the shift
June 10, 2009
PUBLIC
October 3, 2015
Rahul Singh
CEO & MD,TCS e-Serve Ltd
Head, TCS BFS BPO
Content
 Industry Trends
 Buyer Behavior
 Need for Transformation
 Transformation – TCS BPO case study
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Industry Trends
Output based
Growth and innovation have joined cost management as strategic imperatives for outsourcing..
TCS Public
Source: 2008 EquaTerra
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Buyer Behavior
Long-Term Business Pressures Drive More Outsourcing
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Need for Transformation
Cost advantage beyond labor cost can be realized
5–8x
 Service Provider Expertise
3–6x
Potential 5 – 8 X benefit
 Alignment of Vision & Strategies
0.5 x
 End-to-end Services
0.2 x
0.3 x
x
Savings from Quality
low labour
improvements
cost
Speed &
flexibility
Productivity
improvement
Delivery
innovation
Total
Savings
from
offshoring
 Long-term competitive advantage
Nasscom Mckinsey report 2005
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Transactional BPO vs. Transformational BPO
Transactional
Transformational
Tactical
Strategic
Vendor Supplier Relationship
Customer Extension
Operations/Technology Focus
Business Focus – Business Driven
Executes Legacy Business
Processes
Modern Business Re-Alignment,
Technology & Services
Labor Arbitrage
Output/Effectiveness
Cost benefits at per-head /
business process level
Strategic Cost & Competitive
advantages
Isolates - Some Degree Of Control
Delivery Confidence-Manages Risk
Reduces Non Core Business
Functions - Release Of Capital
Business Transformed - Sustained
Savings & Sustained Value
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BPO Transformation – TCS BPO Case Study
Levers of Transformation
 Full Services Play
 Innovative Pricing Models
Global Bank
 Servicing Corporate, Consumer ,
Securities & Wealth Mgmt Products
 Operations in 140 Countries. 200+ million
customers.
Global Market Research
Powerhouse
 Providing complex analytical tools &
unique market insights
 100+ countries, 2000+ Applications, 750+
products, 40%+ manual work, 40+
languages
 End-to-end Offerings
 Multi  Country, Currency, Collection,
 Platforms
Clearing modes
cost efficient competitors.
 Mass Payment Platform / New Product
 Re-engineering Solutions
launch.
 TCS Solution around BPO/KPO, IT & IS
Outsourcing
 Solution involved Platform & Process
 And many more….
 Erosion of market share by nimbler &
Design, Systems Specs/UAT, Delivery
readiness, Go Live.
 Expected benefit of $60M for Client
 Solution involved unified reference
process, Globalization of Finance & HR,
transformation-technology enabled
products
 Expected savings over $135M through
process improvements, etc.
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Thank You
October 3, 2015
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