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Source: E-mail dt. 5 November 2014

 

Indian IT - BPO Performance: An Emerging Climate

 

Mr. C. Arul Venkadesh

B.Sc., M.B.A. (HR), M.B.A. (ED), PGDPM (IRLW).,

Assistant Professor,

 Rathinam Institute of Management,

Coimbatore, India.

 

Dr. R. Karuppasamy Ramanathan

M.Com. MBA., M.Phil., Ph.D., PLME(IIM-A)

Director, Nehru Institute of Technology,

Coimbatore, India.

 

Indian IT-BPO performance

 

The sector is estimated to aggregate revenues of USD 88.1 billion in FY2011, with the IT software and services sector (excluding hardware) accounting for USD 76.1 billion of revenues. During this period, direct employment is expected to reach nearly 2.5 million, an addition of 240,000 employees, while indirect job creation is estimated at 8.3 million. As a proportion of national GDP, the sector revenues have grown from 1.2 per cent in FY1998 to an estimated 6.4 per cent in FY 2011. Its share of total Indian exports (merchandise plus services) increased from less than 4 per cent in FY1998 to 26 per cent in FY2011.

 

Exports market: Export revenues are estimated to gross USD 59 billion in FY2011 accounting for a2 million workforce.

 

• Geographic focus: The year was characterized by a consistent demand from the US, which increased its share to 61.5 per cent. Emerging markets of Asia Pacific and Rest of the world also contributed significantly to overall growth.

 

Vertical Markets: While the sector’s vertical market mix is well balanced across several mature and emerging sectors, FY2011 was characterized by broad based demand across traditional segments such as Banking, Financial Services and Insurance (BFSI), but also new emerging verticals of retail, Healthcare, Media and Utilities.

 

Service Lines: Within exports, IT Services segment was the fastest growing segment, growing by 22.7 per cent over FY2010, and aggregating export revenues of USD 33.5 billion, accounting for 57 per cent of total exports. Indian IT service off erings have evolved from application development and maintenance.

 

To emerge as full service players providing testing services, infrastructure services, consulting and system integration. The coming of a new decade heralds a strategic shift for IT services organisations, from a ‘one factory, one customer’ model to a ‘one factory, all customers’ model. Central to this strategy is the growing customer acceptance of Cloud-based solutions which offer best in class services at reduced capital expenditure levels.

 

The BPO segment grew by 14 per cent to reach USD 14.1 billion in FY2011. The year also witnessed the next phase of BPO sector evolution - BPO 3.0 - characterised by greater breadth and depth of services, process re-engineering across the value chain, increased delivery of analytics and knowledge based services through platforms, strong domestic market focus and SMB centric delivery models. During the year, the BPO sector growth was affected by delayed decision making and deal restructuring in the first half of the year, though it picked up momentum in the second half. Changing demand patterns led to revamp of operations for service providers - high focus on client relationships, mining existing clients and restructured operations to provide focused vertical solutions. Further, the industry focused on achieving excellence in business process management, and delivering strong transformational benefits creating revenue impact for clients. The engineering design and products development segments generated revenues of USD 9 billion in FY2011; growing by 13.6 per cent, driven by increasing use of electronics, fuel efficiency norms, convergence of local markets, and localized products. Increasing confidence in relationships between customers and service providers successfully executing a variety of activities across low-medium-high complexity projects has led to increasingly larger sizes of projects being sourced from India.

 

Domestic market:

 

Domestic IT-BPO revenues excluding hardware are expected to grow at almost 16 per cent to reach ` 787 billion in FY2011. Strong economic growth, rapid advancement in technology infrastructure, increasingly competitive Indian organisations, enhanced focus by the government and emergence of business models that help provide IT to new customer segments are the key drivers for increased technology adoption in India

 

References

 

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  2. CiteHR. (2004). BPOs encourage parents day out. Retrieved March 10, 2007, from http://www.citehr.com/bpo-india=bpo-indusrty-vt7396.html
  3. D’Cruz, P., & Noronha, E. (2006, May 27). Organizing call centre agents: Emerging issues. Economic and Political Weekly. Retrieved February 27, 2007, from http://www.epw.org.in
  4. http://www.financialexpress.com/news/bpo-industry-may-clock-1215-growth-in-fy14/1075078
  5. http://www.nasscom.in/overview-9
  6. http://www.slideshare.net/IBEFIndia/it-i-te-s-august-2013