Nari Kannan's Blog – December 2009 Archive (3)

In talking to many BPOs, whether they are Captive or Third-Party, one thing that always comes up is that many BPO buyers write a lot of SLAs in to contracts but the BPO provider is not in a position to provide accurate performance reports on these SLAs because the Buyer will not arrange to give them raw data with which to produce these reports.



Many times, BPO service providers, improvise, collect performance data manually, and produce reports that may or may not reflect reality.… Continue

Many times, BPO service providers throw away a golden opportunity during transitioning business processes from customers.



They take a bad process, transition it well and execute it well, with all the waste inside the process still intact!



This is called by C.K.Prahlad, the management guru from Michigan, "paving the cowpath". Cows meander through a meadow in a convoluted meandering pattern, people start walking back and forth and pretty soon it becomes a foot path. If you… Continue

We hear the words "Business Transformation", "Moving Up the Value Chain", etc in IT/ITES circles, especially in India.



Are those just marketing spin messages or the latest buzzwords that need to be mindlessly repeated, just because the other guy is using them in their pitches and literature?



Business Transformation and Moving Up The Value Chain will prove to be true saviors in the IT/ITES space when competition based on price creeps up from other countries like Vietnam and… Continue