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1. INTRODUCTION TO BPO

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Business Process Outsourcing

It is the delegation of one or more of IT intensive business processes to an external provider,
which in turn owns, manages, and administers the selected processes based on defined and
measurable performance criteria.
BPO as per the work performed can be classified as VOICE BASED, which includes customer
related services such as technical support, marketing etc. and NON-VOICE, which includes
internal business operations. And as per the location involved it can be classified as:
ON-SHORE: BPO that is contracted inside a companys country.
NEAR-SHORE: BPO that is contracted to a companys neighboring country.
OFF-SHORE: BPO that is contracted outside a companys country.

Objectives of BPO

Traditionally, the main objective of companies outsourcing their business processes to India
was the want of low cost. But now-a-days, companies that offshore their business processes to
India are no longer looking at cost reduction alone. They typically want to achieve:
1) Process improvement and efficiency - faster turnaround and greater productivity
2) Cost savings.
3) Improved quality - less errors/rework
4) Building/strengthening presence in a new market/foreign country
5) Increased focus on core competencies - e.g. developing new products or services
6) Building business value and strategic differentiation

All these objectives help the companies to increase their competitiveness and thereby, striving
successfully in this globally competitive world. All of the above add up to help these companies
achieve increased competitiveness through BPO.

EVOLUTION OF BPO IN INDIA

Outsourcing as a concept is probably one of the oldest and most commonly practiced. As a
concept and practice it pervades all aspects of our lives domestic as well as professional.
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The idea of outsourcing has its roots in the 'competitive advantage' theory propagated by Adam
Smith in his book 'The Wealth of Nations' which was published in the year 1776. Over the
years, the meaning of the term 'outsourcing' has undergone a sea-change.
Evolution of BPO in India can further be explained under two heads:
1. History of BPO in India.
2. Value Chain of BPO in India.

History of BPO in India:
In India BPO started with the British airways setting their Back-office operations in Delhi in
early 1980s. Starting from captive units Indian BPO moves to the third party BPOs.
Thereafter the entry of IT-majors brightens the Indian BPO industry in global BPO landscape.

Value Chain of BPO in India:
Value chain is a chain describing the value of business processes being outsourced to India.
Value can be explained as the importance of business processes to the firm outsourcing its
business operations. India is moving up in the value-chain. At the beginning only low end data
entry processes were outsourced to India. With the passage of time trend goes on changing.
From low value data entry processes chain moves up to core processes being outsourced now-
a-days. It started with:

MID-1990s- DATA ENTRY PROCESSES: Data entry simply includes entry of data from
papers, books or any hard copy format to computer aided soft copy.

DATA CONVERSION PROCESSES: Conversion of data across various databases on
different platforms.

LATE 1990s- CALL CENTRE SERVICES: Call centers are outlets that exist mainly to
answer inbound or place outbound telephone calls and can exist for the purpose of sales,
marketing, telemarketing, customer service, technical/non-technical support or any other
specific business activity.

2000- TRANSCRIPTION PROCESSES: Transcription process implies transcribing the audio
or visual information into electronic document form. Up till 2000 only non-core activities were
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outsourced. Then the trend changed and today the core activities also occupy a significant
proportion in total Indian BPO Pie.







Classification of BPO




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2. COMPANY PROFILE

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Hewlett-Packard Company, commonly referred to as HP, is an
American multinational information technology corporation
headquartered in Palo Alto, California, USA. The company was
founded in a one-car garage in Palo Alto by Bill Hewlett and Dave
Packard, and is now one of the world's largest information
technology companies, operating in nearly every country. HP
specializes in developing and manufacturing computing, data storage, and networking
hardware, designing software and delivering services. Major product lines include personal
computing devices, enterprise servers, related storage devices, as well as a diverse range of
printers and other imaging products. HP markets its products to households, small- to medium-
sized businesses and enterprises directly as well as via online distribution, consumer-
electronics and office-supply retailers, software partners and major technology vendors.
HP's posted net revenue in 2009 was $115 billion, with approximately $40 billion coming from
services. In 2006, the intense competition between HP and IBM tipped in HP's favor, with HP
posting revenue of US$91.7 billion, compared to $91.4 billion for IBM; the gap between the
companies widened to $21 billion in 2009. In 2007, HP's revenue was $104 billion, making HP
the first IT Company in history to report revenues exceeding $100 billion. In 2008 HP retained
its global leadership position in inkjet, laser, large format and multi-function printers market,
and its leadership position in the hardware industry. Also HP became #2 globally in IT services
as reported by IDC & Gartner.
Major company changes include a spin-off of part of its business as Agilent Technologies in
1999, its merger with Compaq in 2002, and the acquisition of EDS in 2008, which led to
combined revenues of $118.4 billion in 2008 and a Fortune 500 ranking of 9 in 2009. In
November 2009, HP announced the acquisition of 3Com; with the deal closing on April 12,
2010. On April 28, 2010, HP announced the buyout of Palm for $1.2 billion. On July 1, 2010,
the acquisition of Palm was final. On September 2, 2010 won its bidding war for 3PAR with a
$33 a share offer ($2.07 billion) which Dell declined to match.
On August 6, 2010 CEO Mark Hurd resigned. Cathie Lesjak assumed the role interim CEO,
and on September 30, 2010, Lo Apotheker became HP's new permanent CEO and Ray Lane,
Managing Partner at Kleiner Perkins Caufield & Byers, was elected to the position of non-
executive Chairman. Both appointments are effective November 1, 2010. The founders, known
to friends and employees alike as Bill and Dave, developed a unique management style that
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has come to be known as The HP Way. In Bill's words, the HP Way is "a core ideology ...
[which] includes a deep respect for the individual, a dedication to affordable quality and
reliability, a commitment to community responsibility, and a view that the company exists to
make technical contributions for the advancement and welfare of humanity." The following are
the tenets of The HP Way:
1. We have trust and respect for individuals.
2. We focus on a high level of achievement and contribution.
3. We conduct our business with uncompromising integrity.
4. We achieve our common objectives through teamwork.
5. We encourage flexibility and innovation.




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HP People
HP hire and develop talented people who allow us to lead in the fast-moving information
technology (IT) industry. They offer them career development opportunities, a supportive work
environment, recognition, and rewards in return for their contributions.
54,000 employees across 84 countries took part in our wellness challenges, up 37%
compared to 2012
Nearly 42,000 HP employees volunteered 1.6 million hours, and their workplace skills,
to help take on tough global challenges


HP Organizational Structure
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HP Enterprise Services

HP Enterprise Services is the global business and technology services division of Hewlett
Packard's HP Enterprise Business strategic business unit. It was formed by the combination of
HP's legacy services consulting and outsourcing business and the integration of acquired
Electronic Data Systems, which had defined the outsourcing business when it was established
in 1962 by H. Ross Perot.

As of 2009, HP Enterprise Services employed 139,500 people in 60 countries, the largest
locations being the United States, India and the UK. It was ranked as one of the largest service
companies on the Fortune 500 list with around 2,000 clients. In 2010, HP Enterprise Services
was ranked first in Corporate Responsibility Magazines "Corporate Citizens in Government
Contracting" listing.

HP ES operates in 60 countries, centered in the metropolitan areas of Dallas-Fort Worth;
Detroit; Des Moines and Clarion, Iowa; Salt Lake City; Indianapolis; Winchester, Kentucky;
Tulsa, Oklahoma; Boise, Idaho; and Northern Virginia in the United States. Other major
facilities are in Argentina, Colombia, Costa Rica, India, Brazil, Mexico, Canada, Egypt,
Germany, the United Kingdom, Australia, New Zealand, Hungary, Spain, Israel, South Africa,
Italy and Malaysia.

HP Enterprise Services is a key implementer of the "Instant-On Enterprise." This HP Enterprise
Business initiative seeks to highlight the fundamental shifts in the way information technology
is being used to meet changing business models and the growing role of technology to drive
business decisions and help organizations achieve economic growth, improve efficiency, and
to further the development of society through the use of technology. In a larger context, the
initiative seeks to help forward-thinking companies and government agencies have a more
evolutionary, business-driven approach to how they deliver IT services, including solutions to
modernize, transform, secure, and maximize the use of technology




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3. BRANCH PROFILE

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Profile of Hewlett - Packard in INDIA
HP wholly owns Global e-Business Operations Pvt., Ltd. under the name of HP Global e-
Business Operations Pvt., Ltd as a subsidiary to operate its business process outsourcing
functions. With business centres located in India, China, Singapore, Mexico, Costa Rica, Spain
and fifty other countries, Global e-Business provides advanced offshore and outsourcing
integrated services including finance and accounting, customer relationship management,
human resource, supply chain management, decision support, business analytics, revenue
cycle, procure to pay procurement as well as procure to pay payment across the financial
segment. Their BPO services are customized to the clients specific needs laying emphasis on
benefits, risk mitigation and security.
The company was founded in 2000 and is based in Bangalore, India.
Head Office situated in: Golf View Campus, HP Tower 1, 2 & 3, Wind Tunnel Road,
Murugeshpalya, Bangalore - 560 017 INDIA
Phone: 91(80) 25200601; Fax: 91(80) 25276820
Mr. Sanjay Singh acts as a Managing Director and President for the HP Global e-Business
Operations Pvt., Ltd, India.
And in Chennai it situated in: Citius A, Olympia Technology Park, No 1, SIDCO Industrial
Estate, Guindy, Chennai 600 032 INDIA
Services Offered: Finance and accounting: accounts payable, accounts receivables, fixed asset
management, time and expense administration, project accounting etc.; Order to cash customer
relationship management: customer administration, order processing, credit analysis and
approvals, billing and invoicing; Order to cash revenue cycle: revenue, collections, dispute
resolution, cash application, reconciliation, reporting; procure to pay procurement: database
administration, order management, PO processing, Invoice management etc.
Quality Certifications: ISO 9000
Manpower more than 4000
Delivery Centres: Bangalore


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Their View and Strategy

In their words,
At HP, we believe diversity is a key driver of our success. Putting all our differences to work
across the world is a continuous journey fueled by personal leadership from everyone in our
company. Our aspiration is that the behaviors and actions that support diversity and
inclusion will come from the conviction of every HP employee - making diversity
and inclusion a conscious part of how we run our business throughout the world.

Diversity and inclusion are woven into the fabric of our company.

Their Mission Statement:
"To provide products, services and solutions of the highest quality and deliver more value to
our customers that earns their respect and loyalty."

Their Vision Statement:
"To view change in the market as an opportunity to grow; to use our profits and our ability to
develop and produce innovative products, services and solutions that satisfy emerging
customer needs."














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4. VARIOUS SERVICES PROVIDED

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Excellent business performance comes from excellent business processes enabled by superior
technology. But the investments required to acquire the technology, expertise and best practices
can leave enterprises short of excellence. HP Business Process Outsourcing services provide
the world-class processes, technology and best practices need to propel an organization
forward. HP offers full-service, industry-specific outsourcing solutions for corporations and
the public sector. They bring expertise gained through decades of experience. They apply
proven technology and use economies of scale, buying power and Best Shore approach to drive
down costs.
Business Process Outsourcing services make business more efficient and more effective. HP
global team of industry and technology experts stands with clients team adding their
innovation, depth and experience to the organization. That lets clients to apply their expertise
to the products and services that allow them to surpass your competition.
HP Business Process Outsourcing services are delivered on a common platform that enables
consistency, security and regulatory compliance. Their global reach enables a Best Shore
approach that lowers labor cost while tailoring service delivery to the specific needs.
Horizontal services improve process efficiency and effectiveness for business functions
common to all industries.

Business Analytical Services
Business Analytical also known as Business intelligence (BI) is a set of theories,
methodologies, architectures, and technologies that transform raw data into meaningful and
useful information for business purposes. BI can handle enormous amounts of unstructured
data to help identify, develop and otherwise create new strategic business opportunities. BI
allows for the easy interpretation of volumes of data. Identifying new opportunities and
implementing an effective strategy can provide a competitive market advantage and long-term
stability.
Business managers across industries burn the midnight oil to try and retain their companys
competitiveness, reduce uncertainties and future-proof their firm. But companies continue to
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misunderstand the true story behind the analytics, a reality that translates directly into a
growing number of financial restatements, serious strategic missteps or worse.
HP Business Analytics Services for business process outsourcing helps organizations address
the need for data-driven business insights. Valuable customer, supplier and market information
is often buried in employee emails, PowerPoint presentations, webcasts, instant messages and
other unstructured data. The challenge lies in transforming that unstructured data into
actionable business insights.
Their services incorporate structured and unstructured data and content to cost-effectively drive
tangible business impact. Leveraging HP technology and people expertise, HP take a scientific
and collaborative approach to help, use the ever-increasing available data to improve decision-
making. They embed analytics and business intelligence into clients BPO solutions and also
provide them as a stand-alone service.

Document Processing Services
Document Processing means the scanning or digitization of paper documents for storage makes
different requirements of the scanning equipment used than scanning of pictures for
reproduction. While documents can be scanned on general-purpose scanners, it is more
efficiently performed on dedicated document scanners.
Managing documents is an important part of doing business. Whether in the financial services
business processing loan applications; in healthcare dealing with HIPAA or other regulatory
requirements; or in manufacturing delivering paychecks to a workforce around the world, all
know it's important to get it right, as expediently and cost-effectively as possible. That's where
HP Document Processing Services comes in. They offer comprehensive services that help
customers efficiently manage documents throughout their lifecycle.
HP Document Processing Services help:
Reduce operational and fixed costs
Increase revenue
Increase flexibility to respond to changing industry regulations, business demands, and
new markets
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Access global talent and the latest technology
Manage risk and ensure business continuity
Having the latest technology, hardware, and software required to manage documents and
images is costly. Your printing needs may spike once or twice a year, but the printers you
invested in to meet that demand sit idle the rest of the time.
With HP Document Processing services, customers only paying for the resources customers
need and when they need them.
Adapt quickly on a global scale when industry regulations or market demands change
Shift work to another facility to ensure business continuity if there's a disaster in one
locale
Have the resources you need already up and running as you grow
In addition to managing costs, they help to generate revenue by turning clients transactional
documentation to market new products and services.

Enterprise Customer Service
Customer service is the provision of service to customers before, during and after a purchase.
According to Turban et al. "Customer service is a series of activities designed to enhance the
level of customer satisfaction that is, the feeling that a product or service has met the customer
expectation."
From the point of view of an overall sales process engineering effort, customer service plays
an important role in an organization's ability to generate income and revenue. From that
perspective, customer service should be included as part of an overall approach to systematic
improvement. A customer service experience can change the entire perception a customer has
of the organization.
All customers are not created equal. Some represent a reliable source of profitable revenue;
others do not. They must strike a delicate balance, in clients contact centers - reduce the cost
of attracting, retaining and rewarding your best customers while also improving the customer
experience to create loyal and satisfied advocates.
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HP Enterprise Customer Services provides efficient, effective services that enable to recruit,
retain and reward your best customers anywhere in the world. They transform your customer
contact center into a revenue-generating, multichannel customer retention center. HP process
and fulfill orders in direct-to-consumer operations. They replicate and distribute software
worldwide and automate your warranty claims processing.
You must address the unique needs and preferences of all customers throughout the customer
life cycle - marketing, sales, order processing, shipping and logistics, and customer service. HP
Enterprise Customer Services provide a proven approach to catch - and surpass - the
competition.
HP Enterprise Customer Services provides a broad suite of end-to-end, industry-specific, multi-
channel solutions. They tightly integrate our core offerings with differentiating IP, vertical
domain expertise and international quality standards and best practices to support your critical
front-office business outcomes - all from a single provider.
HP provides the above Enterprise Customer Service under different broad categories which
will be easy to choose by a client.
They are:
1. Customer Engagement as a Service
Technology environments are increasingly more complex, and IT resources are limited. While
driving growth and market share is imperative, the demand to reduce costs and streamline
customer operations continues to mount. Customer Engagement as a Service provides a
comprehensive suite of contact center services delivered via the cloud to help organizations
respond more quickly and efficiently to market changes and provide a consistent customer
experience across channels while cutting capital costs.
Customer Engagement as a Service provides a cloud-based environment to manage a
multichannel contact center infrastructure with a complete suite of contact center tools,
communications network and operational processesall supported by a highly skilled virtual
global support team. HP provides the technology environment while our clients retain the
agents, enabling them to redirect resources from managing technology to managing customer
relationships.
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The service is comprised of the following packages:

Base Package
Command centerInitiate agent access, update workflow
MultichannelRoute voice, email, chat, scanned documents, text SMS and fax-based
workflows to agents
Soft phoneResides on the agents desktop with status bar and availability indicators
Preferred Package
Call recordingPlay back 90 days of all voice calls
Quality monitoringEvaluate agents and provide recommended training
Workforce managementForecast workflow, schedule agents and manage schedules
real time
Premium Package
Interactive voice response (IVR)Provides platform for voice prompts, speech
recognition and/or text-to-speech; IVR application development is also available
Computer telephony integration (CTI)Integrates IVR/application data to streamline
workflow and enhance customer experience
2. Customer Engagement Management Services - Contact Center
HP Customer Engagement Management Services Contact Center provides management and
operation of outbound and inbound contact centers that handle high-value customer
interactions related to complex business processes. Whether embedded in an industry-specific
solution or as a standalone service, our services support your customers with multiple channels
for voice and non-voice interactions throughout the entire customer life cycle from marketing,
to sales, to service.
HP handles the complex stuff. Our services aren't just for solving simple problems like finding
seat-fillers to answer contact center calls. We solve your most complex front office processes
and make it look easy. We help you:
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Increase revenues and accelerate growth through improved cross- and up-selling.
Improve customer satisfaction, retention and share of wallet.
Enhance brand recognition and equity.
Reduce operational costs and capital avoidance.
Mitigate operational risks and better manage compliance with policies and regulations.
Contact Centre Features:
Marketing and Sales: Drives your revenue growth through customer acquisition
activities, such as the use of analytics to target clients ideal customers with
personalized offers, up-selling, cross-selling and retention.
Customer Care: Balance improved customer satisfaction with reduced operation costs
in handling your post-sale interactions such as complex product and service inquiries,
billing, credit and collection issues, fraud and crisis management, and product returns.
Technical Support: Improve first call resolution and customer retention through the
delivery of technical services such as product troubleshooting and usage for consumer
and enterprise technologies, remote diagnosis and resolve, product warranty
administration, root cause analysis and escalation including field dispatch.
Another valuable contact method with customers nowadays is Social Media and HP have that
contact method with the high value
HP Engage in productive and profitable conversations with your customers in social
networks
The rapid adoption of social media, new channels, and devices has shifted the balance of power
away from the organization to the customer. Organizations are being left out of the
conversations their customers are having in social networks.
HP Customer Engagement Management Services Social, help organizations engage with
their customers in social networks. They provide two service models, which are best when
bundled, that allow you to effectively manage customer relationships while keeping pace with
social technologies Social Media Analysis facilitated by HP Social Media Analysts and HP
Agent Services to manage customer interactions in social networks. Their service helps
customers:
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Humanize your company so customers see you as a trusted peer
Equip Sales with more relevant information about your customers
Gain greater insight into the behavior and sentiments of customers and spot new trends
early
Empower Customer Service teams to provide a memorable service by proactively
responding to customers on the customers' terms
End-to-end and vertical contact centers solutions
Government Healthcare BPO Services - Supporting provider and recipient inquiries
for Medicare and 22 of 35 Medicaid outsourcing states
Card Processing Services - Managing prepaid and credit card application, usage, and
fraud issues for card holders and merchants. HP Consumer Card Services offers an
"always-on" end-to-end solution to your card transaction needs.
Credit Services - Providing personal loan and mortgage support for borrowers and
lenders. HP Credit Services provide end-to-end credit services to help banks achieve
world-class operational efficiency.
Consumer Direct Services - Handling subscriber sales, retention, and service issues
for continuity-based customers
Finance & Administration Services - Providing services for source-to-settle (that is,
accounts payable) and order-to cash (that is, accounts receivable) to both suppliers and
customers
Flood Insurance Services - Managing policy administration from underwriting,
premium billing, claims processing, and online support
Warranty Services - Handling servicing dealer's warranty entitlement and
administration issues.





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3. Customer Engagement Management Services-Social
Using big data analytics, HP evaluate social media commentary, identify issues and
opportunities relative to client brand and summarize the results into easy-to-understand trends.
HP put human and automated processes in place to help engage with clients customers, correct
issues or take full advantage of newly identified opportunities.
Providing proactive multi-channel customer care: Engage with your customers through a
consistent experience that meets their specific needs and fuels your companys growth plan.
Listen, analyze and engage in conversations with customers, competitors and influencers,
across the Internet, social networks and digital channels using big data analytics. And will:
Organize and evaluate customer content
Empower to engage in collaborative conversations and build stronger relationships
Provide actionable feedback on customer service issues
Identify opportunities to enhance client brand and grow revenue
HP offer three services, provided in combination for greatest value or available as a graduated
set of services, include:
Social Media Analysis: HP social media analysts mine the social web to supply clients
with valuable information and insights about their customers.
Engagement Services: Their agents collaborate on behalf client with customers in
social media channels to develop ongoing relationships.
Social Enterprise Analytics: HP offer a deeper understanding of clients customer
data, which enables them to improve their customers social media experience.
Each service includes a Social Command Center capability that provides with a 24x7 view of
social media activity and unfiltered data.
4. Warranty ServicesClaims Administration
HP Warranty Services provide a warranty administration solution that helps curtail fraudulent
claims, manage service partners, and leverage warranty event data into strategic product
lifecycle planning. Hosted in the HP Cloud Solution Center, the services offer warranty
analytics, dashboard, and collaboration.
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HP Warranty Services offer an integrated set of capabilities that include:
Profiles and policy administration
Extended warranty management
Claim processing
Warranty business rule engine
Online parts ordering and tracking
Warranty effectiveness
Integrated swap stock management
RMA management
Supplier cost recovery
HP guarantees that with their high-performance, web-based, business-to-business warranty and
product failure management system, they can help client to cut their warranty spend on fraud
and inadequate claims validation, improve dealer and customer satisfaction, and enhance
product quality. Their expert team analyzes warranty process maturity and develops a high-
performance customizable solution that integrates with clients web and legacy environments.
To ensure a seamless solution rollout, HP perform user testing at key sites, followed by pilots
in specific regions and countries.
HP Warranty Services enable improved product design, lower warranty-related cost, improved
supplier collaborations, guaranteed regulatory compliance, and confidence among dealers. The
worlds premier companies have trusted HPs solution for over 15 years.
5. Consumer Direct Services
Nothing is more important to a business than the relationship with the customer. Building,
maintaining and growing that relationship can be complicated and costly. Whether selling
direct, through a catalog, online or over the phone, processing orders and getting the goods to
the customer can be more costly than the goods themselves.
HP Consumer Direct Services works with companies to manage those processes and minimize
the associated costs. HP enable client to outsource all of their direct-to-customer interactions
from customer service and ordering to product fulfillment and distribution. They take orders
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from multiple channelsphone, web, mailand then pick, pack and ship products to
customers. And HP handle the back-end processing through credits and returns.
HP leverages its volume and scale to negotiate lower freight rates; automates processes from
start to finish to improve efficiency and accuracy; and provides scalability to flex when
business spikes or client want to enter new markets without the capital costs or delays.
Outsourcing to HP also means that it doesnt need the capital costs of upgrading legacy systems
or expanding operations. HP have regional locations around the globe and can scale up or down
as your business demands, eliminating wasted resources. And they have the capacity to handle
processing and fulfillment as to move into new markets. They also provide insights on
consumer behavior for enhanced targeting through our data warehousing and reporting
services.
HP Consumer Direct Services include:
Customer service
Order management
Payment processing
Document processing
Lettershop
Product kitting
Fulfillment
Aftermarket logistics

Finance and Administration Services
HP Finance and Administration Services, which includes Procurement Services, provide a suite
of services to meet the needs of C-level executives. As costs increase and the economy remains
shaky, CEOs and CFOs actively look for ways to save money.
Global exposure to customers with an uncertain financial situation can prove risky. A shortage
in crucial supplies slows production output. HP can help you improve business outcomes from
cutting costs to improving reporting transparency and preventing supply shortages.
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HP experts become an extension of clients team to provide the know-how to make processes
and systems operate more effectively. This allows client to focus on their core business while
they work with a strategic partner to progress towards world-class finance operations.
Helping clients adapt to ever-changing markets:
Expansion into new markets increases the pressure on your company to be more flexible and
agile. Partnering with HP improves your adaptability to scale up (or down) quickly as situations
dictate and increases variability of your finance department's cost structure. Working together,
HP implement best practice processes and technologies to reduce risk, facilitate consolidation
and improve productivity to meet these challenges.
Under the Finance and Administration, HP provides five different broad categories of services:
a. Source-to-Pay
An end-to-end solution that increases visibility to spend data, turns identified savings into
realized savings, improves compliance to policies, increases throughput and reduces operating
costs throughout the Source-to-Pay (S2P) process. HP S2P services include:
Strategic Sourcing: Utilizing a full-spend analysis, they understand the total in-
scope/addressable spend and then work with you prioritize the opportunities.
Supplier Relationship Management: HP can assist in developing a Supplier
Relationship Management program or assist with managing an existing program.
Procurement Operations: Optimize operational activities including requisition and
PO management, supplier database management and P-Card administration.
Supplier Invoice Processing: The process digitizes invoices to improve throughput,
reduce errors and increase opportunities for early payment discounts.
Payment Administration: Tracks payments and ensures they are ready to be paid
according to clients requirements.



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b. Order-to-Cash
O2C Service can help a firm transform the process through their comprehensive range of
services:
Sales & Credit Management: Processes customer orders and place the order according
to the policies and requirements. For Credit Management, based on policies, they
analyze customer's creditworthiness and determine the level of credit to extend to
customer.
Order Management: HP perform order entry, order processing, maintain and manage
customer contracts and related customer service activities.
Billing: Accurately invoice customers and bill them at the agreed time and amount
either electronically or through mailing.
Collections Management: HP collect money from customers on behalf of client and
if necessary, work to establish a payment schedule.
Cash Application: Processes payments and checks for proper account application.
Perform reconciliations and investigate unallocated and unapplied cash per your policy.
c. Record-to-Report
The R2R service enables you to consolidate global operations seamlessly and transform the
full range of finance activities to achieve world-class results. Record-to-Report Services
include:
General Accounting: Provide a variety of services in this area to allow clients to focus
on their resources on strategy, planning and risk mitigation.
Financial Analysis and Reporting: The goal is to ensure the client to maintain
visibility globally across all business units regarding status and issues with the financial
results.
Cost and Inventory Reporting: Provide support in developing and updating of
product and standard costing along with cost analysis, inventory movement and
physical inventory reporting.
Fixed Asset Accounting: Service improves information access on fixed assets, better
controls on capital expenditures and increased productivity.
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Banking/Treasury Support: HP perform a variety of activities, including reconciling
bank accounts and supporting treasury reporting.
d. Business Analytics
HPs Business Analytics service (BAS) captures business data and helps client convert it into
business insights and in making informed decisions. Some of the areas we can provide your
firm with analytical support include:
Budget analysis: Financial planning for creation and alignment of budgeted spend.
Return on Investment /Total Cost of Ownership analysis: Regression-based ROI
forecasting model based on multiple drivers and interaction modeling.
Discount analysis: Financial analyses on vendor payments and discounts for working
capital leverage.
Spend analyses: Spend categorization and vendor assessment to drive spend
compliance and efficiencies.
Claims fraud modeling: Chi-squared Automatic Interaction Detector-based
segmentation to identify potentially fraudulent claims.
Business Performance Review: Integrated reporting on contributions to revenues by
business groups.
e. Payment Recovery Service
HP's Payment Recovery Service (PRS) was specifically built by HP to recover monies missed
in payables audits by outside recovery firms. The process involves the following five tiers to
ensure a complete recovery:
Payment Analysis: HP utilizes its state of the art payment analysis and data mining
software tools for a robust audit of all payments.
Statement Reviews: HP contact suppliers on behalf of clients for purpose of requesting
statements of accounts and credit notes that are outstanding.


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Procurement Services
HP Procurement services encompass all aspects of the source-to-pay process, including spend
analytics, strategic sourcing, category management, procurement operations, and supplier
invoice processing. In addition, we offer support for Direct Procurement through our Buy-Sell
solution.
Differing organizational agendas, non-integrated systems and disparate processes make it
difficult to have the necessary visibility and control over your overall procurement costs. HP's
Procurement Services can help you gain visibility to your global spend, automate your
processes and help ensure supplier contracts are in compliance with contract specifications.
Experts will analyze clients current spending and look for ways to cut expenditures and
improve processes.
Using a comprehensive process, HP target and rationalize client organization's spend. Initially,
they gather the spend data from across various disparate data sources. HP team then uses its
expertise and spend analysis tools to normalize, aggregate and classify client spend data on a
category basis. Plus, HP provide on-going spend transparency and effective governance
through real-time dashboards and key performance metrics. The approach is based on your
requirements, not a prescribed standard solution.
The procurement service by HP provided in two ways, which are:
1. Indirect Procurement Services
HP procurement service believe there are five key tenets to successfully outsourcing
procurement:
Sourcing needs to focus on realized, not just identified, savings
A strong compliance program is necessary to achieve savings targets
Technology needs to drive productivity and enable best-in-class processes
Meaningful measures of success, such as SLAs and KPIs, need to be established and
actively monitored
A strong, experienced account management and governance team needs to facilitate
communication and manage escalations
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Applying their category management expertise to these tenets, they create and deliver a savings
roadmap that maximizes value through our integrated source-to-pay model. This model aligns
savings goals to company objectives, increases compliance and demand management, reduces
"after-the-fact" based payments, and aggregates spend to increase leverage and source-to-pay
value.
2. Direct Procurement Services
HP's Buy-Sell solution offers a proven, cost-effective process innovation in direct material
procurement outsourcing for electronics, automotive and aerospace manufacturing companies
with multi-tier supply chains. The solution seamlessly and transparently manages transactions
between your firm, contract manufacturers and sub-tier suppliers. This enhances control over
the supply of lower-level components and drives purchasing efficiencies.
The service is unique and the many years of experience internally utilizing the process makes
this a proven solution. For firms in the manufacturing sector that utilize contract manufacturers
and are facing increasing cost pressures, HPs solution will help regain control over the supply
chain and significantly improve purchasing efficiency.

Human Resource and Payroll Services
As businesses grow, so do their HR and payroll problems. Often it is not just about a larger
number of employees, the problems could be manifold if they involve a merger or acquisition.
Getting two disparate systems to function as a single, seamless process requires both careful
planning and hard, hands-on work.
What could engage with a partner for your HR and payroll needs?
What had a competent partner to help run HR and payroll, so you could focus on the
rest of your business, improve operations, and save money?
HP Human Resource and Payroll Services are the perfect solution. The service professionals
will meet with clients to discuss your goals, design custom solutions to fit their needs and help
deliver results.
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They offer sophisticated HR and Payroll services to companies looking to transform the way
services are delivered to their employees - from manual payroll processing and delivery, to
Web-enabled employee and manager self-service.
End-to-end services
Every business needs to focus on what it does best. But universal necessities like human
resources and payroll can distract you by diverting resources from core business operations.
Sometimes it makes sense to outsource one or both of these functions to streamline operations
and cut overall costs. HP Human Resource and Payroll Services enable client to augment their
staff with trained and experienced service professionals, to help them achieve their goals.
Payroll Services
In a company, payroll is the sum of all financial records of salaries for an employee, wages,
bonuses and deductions. In accounting, payroll refers to the amount paid to employees for
services they provided during a certain period of time. Payroll plays a major role in a company
for several reasons.
Payroll is a vital function, but not the main focus of business. As many large enterprises are
there, they have operations and employees in multiple countries across the globe, which equates
to dealing with an ever-changing multitude of taxation rules, regulations, and filing
requirements.
HP Payroll Services provides global end-to-end processes required for paying the active and
retired workforce. HPs objective is to improve satisfaction levels of leaders and employees,
and increase global payroll reporting transparency, while reducing administrative costs and
error rates.
HPs experts will process employee hours, handle deduction paperwork, and file taxes
accurately on behalf of clients company, freeing your time to focus on core business strategies.
They also track global markets, share insights on market conditions and keep company abreast
of current business changes to help them provide the most effective services available.

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Enterprise Client Services
HP delivers payroll support to protect your biggest investmentyour employees.
Time and Attendance Administration Services:
Integration of ERP or client-provided time and attendance solution
Source-to-Gross Processing Services
Base salary, gross earnings calculations and pay adjustments
Incentive and/or bonus amount calculations
Gross-to-Net Administration
Processing voluntary/involuntary deductions
Wage attachments
General Ledger posting
Electronic Distribution of net pay
Tax Filing and Reporting
Amount reconciliation and funding requirement reporting to client
Statutory filing and complete year-end processing
Audit and Compliance
Compliance with statutory and client requirements
Fulfillment Processing and Reporting
Offering online report capabilities, and printing and delivering pay statements where
required by law
Printing and delivering statutory reports
Small-to-medium-sized businesses
The state-of-the-art Payroll Services capability utilizes standard tools, processes, and
technology to offer small- to medium-sized companies the same level of quality and expertise
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as our enterprise clients. HP structured Payroll Factory is a full-service payroll solution,
currently available only in Germany and Austria, but in India the process of such operations
are undergone. HP experts help clients generate accurate payrolls and meet government filing
requirements, thus helping eliminate the need to invest in an expensive payroll system.
Flexible HR Services
Most companies believe employees are their top resource, a talent reservoir, and the image of
their company. We need an effective and cost-efficient human resources department, to take
care of them appropriately.
Still, HR is an overhead that could be keeping your HR leaders from devoting time to strategic
and planning activities. HR can also be difficult to manage, especially if clients company is
large and spread across many countries and divisions. It gets tough with acquisitions that have
different practices and technologies in place.
One option is to outsource HR services. Ideally, the organization clients pick should be flexible
and strong enough to handle their demands, yet able to understand the unique requirements of
their company. They might want a strategic partner to step in and manage everything related
to the employee experience, such as new hires, education, performance monitoring, benefits,
pensions and more. Or, may want them to run just certain components of their processes.
Whether client want a partner to take charge of their entire HR organization, or begin with a
subset of processes, they can achieve these goals with HP Human Resource Services. HP
hallmark is flexibility. They can pick exactly what they need from a full portfolio of HR
services:
Workforce administration - Employee data management, expatriate and outplacement
services, unemployment administration, and labor relations
Leave administration - Absence intake and notification, leave case management, and
eligibility determination
Talent management - Performance management, succession planning, relocation,
development, recruiting and staffing
Total rewards - Global compensation planning, evaluations, non-monetary awards, and
incentive and stock option administration
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HP Human Resource Services are delivered by dedicated professionals - people with years of
experience in the HR field. They discuss clients goals, offer suggestions based on best
practices, and co-design solutions to fit their strategy and budget.

Industry-specific solutions
Industry-specific solutions bring specialized expertise, best practices and technology to key
business processes in select industries. They include:
Communications, Media and Entertainment
Energy
Financial Services
Health and Human Services
Manufacturing
Travel and Transportation

Communications, Media and Entertainment:
In todays dynamic marketplace, its not enough to compete solely through price or service
quality. So a company need both. Consumers demand immediate access to rich media from a
variety of devices - dont try to meet their requirements alone. HP Solutions for the
Communications, Media and Entertainment industry provides a full range of infrastructure
technologies, software solutions and enterprise services to support an enterprise.
Engage in new business models that incorporate user-generated content and social networking.
HPs low-cost and easy-to-operate network-attached storage solutions grow with business.
Utilize our media IT infrastructure, billing and end-to-end service management to take care of
the behind the curtain services. Focus on your customers, their desires and company digital
market.


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Energy Industry
Energy companies face serious challenges - from competitive pressures and an aging
workforce, to shrinking margins, supply chain hurdles, changing regulations and more.
By deploying the right technology and refining business processes, HP can help to transform
operations to be more customer- and service-centric, greener and more secure. HP draws on its
broad portfolio and more than 20 years of energy industry experience to act as your integrated
solutions partner.
Additional Solutions provided by HP:
Energy
Oil, Gas and Natural Resources
Utilities
Smart Grids
Financial Services Industry
HP provides end-to-end ITO, BPO and Applications services for the Banking, Capital Markets
and Insurance segments. HPs business intelligence, analytics, security, and cloud services and
solutions help to plan for shifting market trends and regulatory changes. Client will spend less
time managing IT and spend more time where it belongsfocused on their customers and their
business.
Health and Life Sciences Industry
Innovations in bioscience, new technology capabilities and an aging population are forcing the
transformation of your entire value chain.
By enabling systems, processes and people with speed, precision and accuracy, HP can help
drive accountabilityfrom research, patient care and community outreach to health plan
systems and services.


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Manufacturing Industry Solutions
Manufacturers face serious challenges - from globalization and market volatility to increasing
client demands, shrinking margins and more. To compete, it must be lean, innovative and agile.
The good news is HP can help transform manufacturing business. With over 20,000 employees
dedicated to serving manufacturers, our targeted solutions continuously drive IT optimization
and enable better performance in key manufacturing processes.
With the high technology of HP, they provide the manufacturing solutions for,
Aerospace and Defense - Reduce product life cycle spend, move products and services to
market faster, and focus on innovation with HP solutions for aerospace and defense.
Automotive - Reduce costs, shorten time to market, create supply chain efficiencies and
improve customer satisfaction with HP solutions for global automakers.
High Tech - Improve performance, manage costs and drive efficiency and profitability with
HP solutions for high-tech manufacturers.
Travel and Transportation Industry Solutions
Whether moving people or commodities, it need to do it reliably, safely and cost-effectively.
That need to satisfy customer demands while facing rising fuel costs, aging technology
platforms and expanding security requirements.
With decades of experience providing solutions for the travel and transportation industry, HP
can help you address these challenges. HP can modernize your enterprise to reduce costs,
provide end-to-end visibility across clients supply chain and improve customer satisfaction.
Consumer travel - Solutions for companies that serve travelers needs: airlines, airports,
hotels, passenger rail, travel agencies, global distribution and vehicle rentals
Freight and logistics - Solutions for companies that move goods: package express,
warehousing, cargo airlines, freight rail, ocean shipping, trucking, port operations and third-
party logistics
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Featured Services and Solutions:
Flight Operations Solution - Increasing efficiency of the of airline flight operations.
Passenger Service Solution - An integrated airline reservation and travel platform based on
industry-standard protocols and built on an airline-specific service oriented architecture (SOA)
platform.
HP Airline Service Oriented Architecture Platform - Address airlines need for cost
reduction, business scale, and agility by providing a modern application development platform
optimized for airlines.
Enterprise Cloud Services - Virtual Private Cloud Delivers computing resources via the
cloud and allows airlines to scale quickly to the needs of the business and reduce capital and
operational expense.
HP Converged Cloud Solutions - Learn how HP can help you build the right cloud computing
solution to feed innovation, enhance agility and improve financial management.
Application Transformation - Transforming applications to accelerate growth and enhance
the value of your organization.
SOA and Integration Services - Strategy, design, development and implementation services
to help you move to a service-oriented architecture; or to integrate applications, allowing the
speed, agility and flexibility your business demands.
Mobility - Learn how HP can help you build the right cloud computing solution to feed
innovation, enhance agility and improve financial management.






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5. VARIOUS DEPARTMENTS

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Departments in the Organization
1. Operations
2. Quality Assurance
3. Training
4. Human Resource
5. Information Technology
6. Administration
7. Finance

Operations
The operations department begins with director operations.
The operations manager will usually decide how much time is spent to train customer
service agents and management team.
Hierarchy for Operations





Human Resource (HR)
HR Department provides adequate human resource with support when particular
objectives have to be met within a particular time frame.
HR handles: Contracts of employments, recruitments, discipline and grievance,
payroll, absence management, psychometric assessment etc.


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Hierarchy for Human Resource (HR)









Training
Training is an important of running a quality firm like this kind. So as a leading BPO
company training will be provided to the employees in Bangalore with the same agreed
salary and incentives.
Trainers train new trainees on how the job is done, the policies and procedures,
expectations of the company and how to successfully provide excellent customer
service.
Hierarchy for Training






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Quality Assurance
Quality assurance ensure clients are receiving the best possible experience when calling
in or being called.
QA make sure clients are receiving the correct information and treated with respect.

Hierarchy for Quality Assurance







Information Technology (IT)
Without this IT team HP Global e-Business simply cannot run.
Developing and maintaining the Knowledge Management Database to facilitate the
sharing of information among various departments
They are the ones to keep the equipment including phones and computers running
smoothly.
Constantly updating the official website and providing necessary support on social
media marketing.





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Hierarchy for Information Technology






Administration
Administration works to meet the organizations goals.
Planning: deciding in advance what to do, how to do it, when to do it and who should
do it.
Organizing: involves identifying responsibilities to be performed, grouping
responsibilities into departments or division.
Staffing: means filling job positions with the right people at the right time.
Directing: is leading people in a manner that achieves the goals of the organization.
Directing requires interpersonal skills and ability to motivate people.
Hierarchy for Administration

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Finance Department

Assessing the return on the investment in different projects and activities of the
organization.
Advising the organization on legal, regulatory and ethical issues.
Preparing Profit and loss account and Balance Sheets
Providing management information
Managers require ongoing financial information to enable them to make better
decisions.
Management of Salary
The salary section of the finance department will be responsible for calculating the wages
and salaries of employees and organizing the collection of income tax and national insurance
for the Inland Revenue.

Hierarchy for Finance Department




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6. MAJOR COMPETITORS OF THE
COMPANY


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TCS BPO
TCS BPO is one of the leading players in the outsourcing
industry. It offers services in areas such as finance and accounting, banking, HR outsourcing,
KPO, insurance, payroll, healthcare, telecom, media, travel and entertainment.
TCS operates from more than 41 countries and has more than 155 offices across the globe. Its
head office in India is located in Bengaluru. It has branches in Mumbai, Gurgaon, Goa, and
Hyderabad, Pune, Lucknow and many other places in India.
While Tata Consultancy Services is India's top software company, TCS BPO established a
stronghold in the BPO space.

Wipro BPO
Wipro BPO has carved a unique position in the outsourcing industry. In 2002,
Wipro took a quantum jump in the BPO services by acquiring the then
Spectramind. Wipro BPO Solutions, complements the services offered by
Wipro Technologies, making it one of the largest BPO service players.
The company operates out of 10 different locations (India and Eastern Europe) serves clients
across the globe. Wipro BPO clientele spans across banking and capital markets, insurance,
travel and hospitality, hi-tech manufacturing, telecom and healthcare sectors.


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7. MAJOR CLIENTS OF THE COMPANY









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HPES's clients are located around the globe and many are very large companies and
governments that need services from a company of HP's scale. Some of HPES's largest clients
include:

General Motors:
General Motors Company, commonly known as GM, is an American
multinational corporation headquartered in Detroit, Michigan that
designs, manufactures, markets and distributes vehicles and vehicle
parts and sells financial services. General Motors produces vehicles
in 37 countries under ten brands: Chevrolet, Buick, GMC, Cadillac, Opel, Holden, Vauxhall,
Wuling, Baojun, Jie Fang, UzDaewoo.
In July 2010, General Motors renewed a multi-year $2 billion contract with HP Enterprise
Services to manage its applications and infrastructure. Under the new deal, HP will provide
network, workplace, mainframe management, applications and systems integration services for
GMs worldwide operations. HP had already been providing most of these services for GM.
Bank of America:
The Bank of America Corporation is an American multinational banking and financial services
corporation headquartered in Charlotte, North Carolina. It is the second largest bank holding
company in the United States by assets.
HP provides marketing outsourcing process and back end process to this bank in a contract
basis.
American Airlines:
American Airlines, Inc. (AA) is a major U.S. airline headquartered in Fort Worth, Texas. It
operates an extensive international and domestic network, with scheduled flights throughout
North America, the Caribbean, South America, Europe, and Asia. HP provides software
solutions and online system processing for American Airlines.
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Fomento Econmico Mexicano, S.A.B. de C.V.:
Fomento Econmico Mexicano, S.A.B. de C.V., doing business as FEMSA, is the largest
beverage company in Mexico and in Latin America and as of September 2011 also the largest
independent Coca-Cola bottler in the world.
HP have signed on technology outsourcing services contract valued in excess of $100 million
to build and manage an HP Converged Infrastructure. This contract will add more than $100
million to HPs existing Coca-Cola FEMSA relationship, which began in 2000. Under the
terms of the agreement, HP and Coca-Cola FEMSA will consolidate 348 locations to a single
data center in Mexico and migrate business-critical SAP applications as well as server
monitoring and management to HP Best Shore locations in Brazil and Argentina.

Allianz:
Allianz is a German multinational financial services company
headquartered in Munich. Its core business and focus is insurance. As of 2013, it was the
world's largest insurance company, the 11th-largest financial services group and 25th-largest
company according to a composite measure by Forbes magazine, as well as the largest financial
services company when measured by 2012 revenue. HP has providing services of marketing
solutions and software solutions to the Allianz Insurance and Investment sectors.

Inter-American Development Bank:
IADB is the largest source of development financing for
Latin America and the Caribbean. Established in 1959, the
IADB supports Latin American and Caribbean economic development, social development and
regional integration by lending to governments and government agencies, including State
corporations. Both Financial and Software solutions were provided by HP.

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8. CONCLUSION

48

This project is mainly focused on the study of portfolio of the company. The secondary data
from various sources is used for this project. As a leading private sector BPO company they
have their own foot prints in the industry. The company providing variety of services to the
clients which start from back office to front office services. Their services are really a
protecting hand to many of the corporates clients. Organizations in India also receiving a lot of
advantage from those services which offering with the approval from Government of India.
The company is much interested in their clients development that I can understand by
analyzing their work policy and responsibilities.
The project has enabled to arrive at the conclusion regarding product portfolio. Majority of the
customers are satisfied with the products offered by this organization. Any effort in the part of
the company to develop the product portfolio will definitely improve the present position.
Intern hope in the coming days they would be the largest BPO in India by all means.
HP Global e-Business Operations should maintain this good behavior to their customers and
staff which will improve their technical skills for better services of their customers. In my point
of view Company should introduce more products and flexible premium rates for Industry level
companies, So that they can reach with more Industry clients to be in the top level company.
I conclude that after undertaking this project, I got learned many things about working and
analysis of HP Global e-Business Operations.

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9. BIBLIOGRAPHY


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Information has been sourced from various books, internet, and brochures and from staffs
too.
http://www8.hp.com/in/en/home.html
http://en.wikipedia.org/wiki/HP
http://www.wikipedia.com/wiki/ HP_Enterprise_Services