KNOWLEDGE PROCESSING OUTSOURCING

-ANDREWS

KPO

Knowledge process outsourcing (KPO) is a form of outsourcing, in which knowledge-related and information-related work is carried out by workers in a different company or by a subsidiary of the same organization, which may be in the same country or in an offshore location to save cost. Unlike the outsourcing of manufacturing, this typically involves high-value work carried out by highly skilled staff. It was Evalueserves Chief Operating Officer, Ashish Gupta, who coined the term Knowledge Process Outsourcing (KPO) in September 2003, in an effort to differentiate between his firms services and those of the established BPO firms.
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BUSINESS RESEARCH
-MARKET

MARKET RESEARCH
-DESIGN, CONDUCT AND ANALYSIS OF SURVEYS -B2B SURVEYS INCLUDING - Spending decision criteria -B2C SURVEYS INCLUDING -consumer preferences and behaviour -decision criteria

STUDIES AND SEGMENT ANALYSIS

-COMMERCIALIZATION AND BUSINESS PLANS -COMPANY, INDUSTRY PROFILES AND ANALYSIS -PRODUCT & VALUE CHAIN ANALYSIS -UPDATING DATA BASE AND EXISTING RESEARCH

KPO SERVICES
DATA ANALYTICS RESEARCH -MARKET RISK ANALYSIS
-CREDIT RISK ANALYSIS -ASSET LIABLITY MANAGEMENT

INTELLECTUAL PROPERTY -PATENTABILITY ASSESSMENT SEARCH

-TECHNOLOGY DUE DILIGENCE -PATENT LANDSCAPE ANALYSIS PATENT DRAFTING AND FILING

-USAGE PATTERN ANALYSIS

PROCESS

The KPO typically involves 3 components

Business Processing Outsourcing (BPO), Research Process Outsourcing (RPO) and Analysis Proves Outsourcing (APO).

KPO business entities provide typical domain-based processes, advanced analytical skills and business expertise, rather than just process expertise.

MARKET SIZE AND GROWTH RATE OF KPO

KPO industry to grow at an annual rate of approximately 24% for the next four years (2010-14), thereby achieving a market size of $16.95 billion in 2013-14.

In 2006-07, the KPO industry in India accounted for more than two-thirds of the global revenue.

Currently the Indian KPO industry is expected to reach nearly $5.95 billion in revenues in 2010-11 and $10 billion in 2013-14.

TOP FIVE COMPANIES AT INTERNATIONAL & INDIAN LEVEL

1. GENPACT

2.EVALUESERVE
3.UGAM SOLUTIONS

4.WNS Global Services

5.24/7 CUSTOMER
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Genpact is chosen as the best company to be studied in depth:

Genpact Limited is a global business process and technology management company. It was formerly a GE owned company called GE Capital International Services or GECIS.
It operates from India, China, Guatemala, Hungary, Mxico, Morocco, the Philippines, Poland, the Netherlands, Romania, Spain, South Africa, Australia, Brazil and the United States.

Tiger Tyagarajan is the President and CEO of Genpact.

Genpact went public on NYSE on August 2, 2007 under the symbol "G". The NYSE symbol "G" was initially allocated to the Gillette company. After the Gillette Company was acquired by Procter and Gamble, the symbol became free and Genpact and Google booked it. It was Genpact in the end that got to keep G as its stock symbol. Apart from GECIS, Genpact has also been known as GECSI and GECIBS in its initial days of operation.
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More than 42,500 employees.

Follows SEP process.

Genpacts culture is uniquely ingrained in lean six sigma.

Company manages over 4000 processes for more than 400 clients world wide.

VISION

Continuous Improvement, Process Excellence and Voice of Customer are the drivers for achieving new levels of business performance. Process Improvement and Project Selection are aligned with strategic business objectives. Employees are Engaged and Empowered to lead and drive change through key process metrics. Business decisions are Data-Driven and focused on exceeding customer expectations.
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MISSION
Drive

Organization Change

Continuous
Value

Improvement

Creation Results
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Financial

OBJECTIVES

Genpact's objective is to service its clients from the locations that best meet their needs, taking into consideration business objectives, cultural considerations and language requirements.

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MARKETING STRATEGIES

Genpacts analysts have many years of experience managing the end-to-end processes of Direct Marketing. This team has developed and executed campaigns across customer lifecycle stages, from acquisition to retention, and across channels such as direct mail, email and telemarketing. They apply predictive modeling, segmentation and optimization techniques to refine strategies and determine the optimal promotion mix with respect to channel, creative, offer and timing options to improve campaign ROI. They conduct statistical inference and model/segment validation to determine the significance of key performance indicators and fine-tune the experimental design of future campaigns.

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FINANCE STRATEGIES

Genpacts analysts help clients make strategic decisions in both equity and fixedincome markets.
They use deep financial research and modeling expertise & their qualifications in Finance, Economics and Risk, and superior knowledge in quantitative techniques to help with new investments, acquisitions and divestitures.

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HR STRATEGIES

The company has launched eight "Launchpads" across the country in cities like Kolkata, Delhi, Kochi, Indore, Lucknow, Dehradun and Vishakhapanam.
These are hiring offices where job interviews are conducted on a daily basis. On an average, Genpact hires 1,000 people in a month. The company has an attrition rate of less than 10%.

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STRENGTHS
- LARGE TELENT POOL - LOW LABOUR COSTS - SUCCESS OF BPOs - QUALITY STANDARDS

WEAKNESSES - DATA SECURITY

- RISING WAGES - LACK OF INFRASTRUCTURE

SWOT ANALYSIS OF KPO

OPPORTUNITIES
- DOMAIN EXPERTISE - SMALL & MEDIUM ENTERPRISES IN US - LACK OF HUMAN FORCE IN US & UK

THREATS - HIGH ATTRITION RATE

- SUPPLY GAP - QUALIFIED WORK FORCE

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Present business strategy

Genpacts strategy of organic growth and acquiring new customers has put Genpact on track to grow revenues and reach employee strength of 30,000 by 2008. Genpact has offices around the globe and is considering two additional sites in India, another in China, and a predominantly French-speaking facility in Europe or North Africa. On December 30, 2004, GE unleashed GECIS to grow on its own by selling 60 percent of its equity to two firms well known for their investments in IT-enabled, knowledge-based companies: General Atlantic and Oak Hill Capital Partners.
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Long term objectives

1.To achieve customer satisfaction 2.To attract ore and more customers 3.To achieve excellence in providing services to more and more clients at global locations. 4.To get established all over the world 5. Setting cost-savings and spend under management (SUM) 6.To break language barriers
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Recommend strategies

The strategy of organic growth followed by Genpact has brought growth to it and it expanded rapidly so if it want to maintain its customer level of satisfaction it should adopt defensive marketing and innovative strategies so that its business do not go to other competitors.

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Long term objectives

It should diversify its business and provide some benefits like assistance when ever needed for achieving greater satisfaction and growth to customers. Concentrate more on expansion of the business globally and become a medium of breaking barriers. Improvement in technology and adoption of modern strategies required for growing rapidly.

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