1 Does BPO / KPO Continue to Interest CAs? Case Study Business Management Services Back Office Outsourcing and Offshoring Presented by: CA (Dr.) Suresh Surana 7 May 2011
2 Contents 1 Outsourcing 2 Offshoring 3 Business Process Outsourcing 4 Knowledge Process Outsourcing An extension of BPO 5 BPO Service Segments & KPO Service Segments 6 Advantage India 7 BPO / KPOs and CAs Opportunities & Challenges 8 India Perspective - Challenges & Opportunities 9 Case Study - Accenture
3 Outsourcing Mantra Do What you do Best and Outsource the Rest
4 Outsourcing Outsourcing is the process of shifting / delegating / transferring a service / process / function to a third-parties / external service providers which would otherwise be an in-house function/service/process.
5 Outsourcing Enablers Mainframe Computers Low Cost Telco PBX Switch Software Platforms Offshore Labour Global Connectivity Logistics & Fulfilme nt Computi ng Services Call Center s IT Service s Back Office Knowled ge Process 1960 s 1970 s 1980 s 1990 s 2000 s 2003 s 2009 s
6 Why Outsourcing? Access to highly qualified skill pool Reduce Operating Cost Focus on Core Business Time zone difference Why do companies outsource? Create Valuable cost structure Foster Innovation Increase Speed to Market Conserve Capital Improve Quality
7 Offshoring is a type of outsourcing. Offshoring simply means having the outsourced business functions done in another country. Offshoring India has emerged as the dominant player in offshoring, particularly in software work. Major companies working as offshoring service providers in India include Tata Consultancy Services (TCS), Infosys and Wipro.
8 Business Process Outsourcing (BPOs) Organisation External Service Providers Certain business processes Outsourced
9 Various Types of BPOs On Shore BPO When an enterprise outsources its activities to another company located in the same country Near-shore BPO When activities are outsourced to a neighbouring country Off-shore BPO When business processes are outsourced to a remote or far off country
10 Intellectual Intellectual The Outsourcing Value Stack Logistics & Fulfillme nt Computi ng Services Back Office Call Center s Knowled ge Process IT Service s Facilities Facilities Labour Technology Labour Technology Process Facilities Labour Technology Process Facilities Labour Technology Process Intellectual Facilities Labour Technology Process Intellectual Facilities Labour Technology Process Technology Technology Technology Technology Technology
11 Knowledge Process Outsourcing An Extension of BPO KPO means an extension of BPO involving greater business complexity and focusing on knowledge-intensive business processes that require significant domain expertise. Knowledge workers delivering these services are highly educated and trained, and trusted to make important decisions on behalf of their clients. Knowledge process outsourcing (KPO) is the most advanced form of outsourcing that includes knowledge-intensive business processes with high level of specialized domain related knowledge The motive of KPO is to bring higher value to organizations by providing business expertise rather than process expertise and reduce variable cost
12 BPO KPO Less complex and more process-oriented Higher degree of complexity Volume-driven Insight-driven Relies on cost arbitrage BPO KPO Relies on knowledge arbitrage Outsourced projects can be exclusive of the client Greater collabration between vendor and client Scale-up based on infrastructure and logistics Scale-up based on skills and domain expertise
13 BPO- Service Segments Customer Support (Call Centers, help Desks) Human Resources Services (Payroll processing) Finance and Accounting Services (Financial accounting & tax returns processing) Engineering and Design (Geographic Information systems) Transcription (Medical transcription) Web site services (Web hosting and on-line help)
14 KPO - Service Segments Investment Research Services Valuation and Fairness Opinions Business Research Services KPO Legal Process Outsourcing Data Analytics Financial Process Outsourcing Market Research Services Business Operations Support, Analytics & Management Media Process Outsourcing
15 Why Outsource to India?
16 Location attractiveness Infrastructure Communications Other infrastructure Country incentives basic risks/fdi Attractive incentives Political environment Time attractiveness zone Why Outsource to India? High Ireland Singapore Australia UK China Mexico Philippines India Source: Mckinsey analysis Low Low People attractiveness Quality Cost High Type of skills English language
17 Advantage India
18 Indian BPO industry is estimated to reach US$ 52 billion and KPO industry is estimated to reach US$ 11.2 billion BPO (US$ Billion) KPO Source : NASSCOM
19 Global KPO Service Providers Hot Destinations Poland Ireland The Czech Republic Hungary Israel China Russia India Philippine s Chile The domestic KPO industry is facing stiff competition from countries like the Philippines, Russia, China, Poland and Hungary as these have qualified KPO professionals, low-cost, domain expertise, location advantage, sales and marketing capabilities and data compliance.
20 Future of BPO According to AT Kearney's 'Global Services Location Index 2011', a ranking of the top 50 most attractive offshoring destinations, India continues to be the most preferred destination for companies looking to offshore their IT and back-office functions. (NASSCOM) the apex body for software services in India has recently released publication-strategic Review 2010, the IT-BPO sector's revenue as a proportion of the country's gross domestic product (GDP) has grown from 1.2 per cent in to an estimated 6.1 per cent in NASSCOM predicts that the Indian IT-BPO revenues may touch US$ 225 billion by 2020.
21 BPO / KPOs and CAs Opportunities and Challenges
22 BPO / KPO Service Offerings From the Chartered Accountants perspective, the Service Offerings can broadly be classified as under - Payroll processing Tax returns processing Investment Analysis & Research Financial Process Outsourcing Transaction Process Outsourcing
23 Project Models Pricing Models Fixed cost Time and Material Execution Models Offsite processing Onsite processing Short Term Long term Combinations of above
24 General Work Modalities Depending on the nature of work, any one or a combination of the below modalities is adopted for execution of the work. Off-line In this case, the outsourcing service provider receive the source/basic documents either electronically i.e. through or physically i.e. by courier/post The outsourcing service provider then processes these documents and the final output/report is prepared. This final output/report is then delivered to the client electronically either via or by direct upload to the clients systems. The final output/report as well as the source/basic documents may be in different formats viz. Word document, an Excel file, PDF etc.
25 General Work Modalities On-line In this case, the service provider accesses the client s systems/server directly through Internet by using services/software such as Remote Access Service (RAS), VPN, Citrix etc. With this access the service provider input/process data, record entries, generate reports from the client s system etc. The clients are assured about their data security as only the party for whom they configure these services/software can access their systems and this facility can be withdrawn any time by simply changing the users rights.
26 Local users Process Workflow - Illustration Client scans & uploads Input Documents (viz. Loan repayment schedule, Payroll details, Bank Statements, Checks Register etc,) Client intimates Service Provider 5 Application Server Client downloads the review notes 9 provided by Service Provider and generates final accounts Client Application server Client Network Internet Service Provider 8 Citrix CONNECTION intimates Client Service Provider downloads 3 the Input documents and 7 Service Provider uploads extracts necessary the Output Documents information from Client s Windows 2008 Application server using Server 100 mbps citrix client software Booking of preliminary entries based on available inputs FINANCIAL STATEMENTS CITRIX SERVER Local Users Generating and reviewing the relevant reports and books of accounts 6 Booking of final entries based on the review, generating final set of reports and preparing the review notes for the client Secured connection Service Provider Network
27 Overview of the Process Workflow Payroll Processing The client scans & uploads the input documents and records, pertaining to the agreed service agreement. The client intimates the service provider, who then initiates further processing. The service provider downloads the documents and records and thereafter extracts the necessary information from the Client Application Server which would be relevant for the Payroll Processing. Thereafter, the service provider books the preliminary entries based on the available data.
28 Overview of the Process Workflow Payroll Processing The next step is the generating & reviewing of the relevant reports and books of accounts After which based on the review, the final entries are booked. The final set of reports is generated thereafter and the review notes are prepared for the client. After generating the final set of reports, the service provider uploads the output documents necessary for the payroll processing and then intimates the client. The client downloads the review notes provided by the service provider and generates the final accounts.
29 Opportunities for CAs The BPO / KPO segment presents a huge potential for Chartered Accountants, which can be gauged from some of the following specialized skills attributable to a CA Expertise in setting up of companies including a BPO / KPO unit Well-versed with the setting up of the Organizational Systems & its implementation Specialized taxation knowledge helps in tapping the huge market for payroll processing & tax return processing Deep understanding of the financial markets, regulatory & commercial aspects
30 Challenges for CAs Growing availability of Finance Professional in competing economies Demanding work schedule Constant need for regular technology upgradation Tough competition from other finance professionals including MBAs
31 India Perspective Challenges & Opportunities
32 Challenges External Stiff competition from emerging destinations for BPO servicing such as China, Philippines, Russia etc. Stringent internal opposition in US on Outsourcing jobs to third countries including India.
34 External Challenges Slow Growth rate in Major Outsourcing Economies
35 External Challenges Slow Growth rate in Major Outsourcing Economies
36 Challenges Internal Retaining employees Client Acquisition and Retention Quality and compliance issues Resource and Skill Gaps Productivity Funding & Scale Physical Infrastructure Smaller Firms Plight
37 Internal Challenges Rising Cost due to Inflation
38 Opportunities / Strengths Knowledge Driven Industry Availability of highly skilled professionals India s emergence as the back office of the world Market leader due to early head start Proven Capabilities of quality and time bound Project execution Consistent growth rate of the Indian economy
39 Case Study - Brief Overview of Accenture Plc & Accenture India
40 Brief Overview of Accenture Plc Accenture plc is a global management consulting, technology services and outsourcing company. Previously incorporated in the USA, then in Bermuda, since 1 September 2009 the company has been incorporated in Ireland with its global headquarters there in Dublin. Accenture originated as the business and technology consulting division of accounting firm Arthur Andersen. In 1989, that division split from Arthur Andersen and began using the name Andersen Consulting. On January 1, 2001 Andersen Consulting adopted its current name, "Accenture". The word "Accenture" is supposedly derived from "Accent on the future". It is the largest consulting firm in the world, as well as being a global player within the technology consulting industry.
41 Brief Overview of Accenture Plc Accenture is a Fortune Global 500 company. As of January 2011, the company had more than 214,000 employees in 120 countries. For the fiscal year ended 31 August 2010, the company generated net revenues of US $23 billion. Its net profit was $1.8 billion in FY2010, an increase of 12% over Accenture is listed on the New York Stock Exchange (NYSE) with a current market capitalization of US$ 36 billion.
42 About Accenture India Accenture has been operating in India since 1987, and was the first Multi National Consulting firm to set up operations in India. Accenture India serves more than 500 global clients, including Fortune 1000 companies, through its operations in Bangalore, Chennai, Delhi, Hyderabad, Kolkata, Mumbai and Pune. India is also an integral part of Accenture's Global Delivery Network, a global network of 55 integrated delivery centres across five continents, with more than half Accenture s delivery centres being in India. Accenture India employs over 60,000 diverse people from different backgrounds with vast ranges of skills and experience. Accenture India besides providing consulting and technology services also is a prominent player in providing Outsourcing services including Finance & Accounting BPO services by actively engaging finance professionals including Chartered Accountants, MBAs.
43 Accenture Finance & Accounting BPO Services Market leader in finance and accounting BPO services. Collaborate with clients to redefine their finance operations, unleash value, improve the bottom line and give them the space to focus on their core business. Highlights of the finance & accounting outsourcing services - Fifteen years of operational experience in finance and accounting BPO services. More than 6,500 experienced finance and accounting professionals serving more than 50 contracts for 46 clients. Seventeen clients are in the Fortune Global 500 list four of these in the top 100. Global scope and scale: finance and accounting BPO services provided to more than 40 clients in 37 languages across 145 countries.
44 Concluding Remarks General Electric s Jack Welch s 70:70:70 rule 70% of your processes should be outsourced, 70% of those should be outsourced offshore and 70% of your offshore outsourcing should be done in India.
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