Financial Daily from THE HINDU group of publications
Friday, Sep 19, 2003
Financial Daily from THE HINDU group of publications Friday, Sep 19, 2003 |
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Info-Tech
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Events `Focus on process, not verticals' Our Bureau
Mr S. Mahalingam (left), CFO, Tata Consultancy Services, and Mr Manoj Chugh, President -- India and SAARC, EMC Data Storage Systems, at the `Connect 2003 ' in Chennai on Thursday. -- Bijoy Ghosh
Chennai , Sept.18 AT Connect 2003, the annual technology get-together with this year's theme on business process outsourcing, the freshest whiff of air came from Mr Ranjit Pisharoty's speech. Mr Pisharoty, Country Head and Vice-President, Vetri Software, argues that the "vertical" concept has been wrongly borrowed from the IT software services industry. The software services industry refers to industries that it services such as telecom, manufacturing or banking as `verticals'. According to Mr Pisharoty, "Focus on verticals is not important. The basic process is. After all, the middle word in BPO is `process'." With focus on its core competence, namely efficient capture and aggregation of data with reference to strict processes, Vetri has addressed `verticals' as diverse as healthcare, banking and financial services, retail and logistics. Mr Kevin Campbell, CEO, Exult Inc, which specialises in human resources BPO, urged the Indian market to grow beyond the narrow focus of `seats'. According to him, "We have been here for 3 years. The question that people most often ask me refers to the number of seats we have in India." He says, "While that is important, that is not the only thing." According to him, Exult could not bet on a location for outsourcing if customer satisfaction and service were not guaranteed. Mr Campbell urged Indians to not do a "disservice to oneself" by talking about a backlash in the West on jobs being outsourced to India. He admitted that it was an issue but that was not critical. He cautioned Indian companies against doing projects for Governments, since "that would involve politics." He added, "Do not promise what you cannot deliver. One or two spectacular mistakes could mean bad news for all of us."
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