Once known widely as Business Process Outsourcing (BPO), today, Business Process Management (BPM) has been referred to as a “holistic management” approach to aligning an organization’s business processes with the wants and needs of clients. BPM uses a systematic approach in an attempt to continuously improve business effectiveness and efficiency while striving for innovation, flexibility, and integration with technology. The SLASSCOM Executive Briefing on “Future Outlook for Business Process Management” will examine the future outlook for the BPM industry.
Panel discussion discussion is done. SLASSCOM chairman will giveaway small tokens to the panel members.
Madu adds up to that and with an example of a tutorial online company in India.
Arul-We have to build a platform which will download the records and bills for us even when clients don’t ask for it. It is for us and to enhance our productivity.
If you can find solutions, particularly when don’t have enough credentials. Don’t have fixed costs. – Eric
Just because someone has 25 years of experience doesn’t mean the younger generation won’t be able to do it in any better way. – Eric.
People may change companies, but still we want them within the industry. Would you have any advice for this? He asks from Eric.
The floor is now open for questions. A gentlemen from the first row asks first.
Your platform will be dependent according to your clients needs. – Eric
Buddhin says it’s very important when getting a partner, that they interest combine combine with yours. o
As Arul said, start locally. Get a good base and some good partners. – Viren.
Large companies are focusing on getting more business from their existing customers. And yes, it should be that way. – Buddhin.
Captives are moving to 3rd party clients. – Virendra
LPO is rising, not soon enough, it will become a leading industry in SL. – Jeevan
Sri Lanka winning the NOA is huge achievement. Transport system and Infrastructure system should be changed. – Arul
Imran asks everyone to ask questions since we have a very diverse panel here.
Imran introduces everyone on the head table, EVERYONE.
Virendra Perera- CEO, Brandix Mercury Asia (Pvt) Ltd
Jeevan Gnanam- CEO / Director, Orion Development (Pvt) Ltd
Jehan Perinpanayagam – CEO, InfoMate (moderator)
Buddhin Gunasekara – Country Manager, 3SG Corporation
J.J. (Eric) Selvadurai -MD, Europe & South Africa-WNS
DR. Arul Sivagananathan- MD, Hayleys BPO
You can catch the Twitter live feed via these hash-tags as well. #BPMfutureLK #BPMFuture
Eric concludes his presentation. He says he will take question at the panel discussion.
Video by event partners are being played at the moment while the panel is taking seats at the head table.
Pure Outsourcing contracts are expected to have a platform for yourself. – Eric.
There is a war for talent.
employable pool require significant training before they are ready.
The staff are trainable and are retain-able through a long term career plan.
Data Privacy Regulations is a huge challenge as well. – Eric.
You don’t need to narrow your opportunity. Expand your horizon.
There are new risks and challenges that you have to watch out about. You need to have people who will look at your contracts for you. – Eric.
Government incentives is one the supportive ways to encourage the industry. – Eric.
Expanding is easier than catching new 10 customers.
Now we are seeing a large number of customers going out to the market and looking for better solutions. – Eric.
Some of the many companies will build their own capabilities and we have taken this conscious decision of not building, but to partner with them. – Eric.
Today, people will buy specialized skills since they are cost effective. You won’t build all the capabilities. – Eric.
Need to specialization and new service offering will necessitate complex operating model. – Eric.
Evolution of ‘process as science’. Focus shifting from pure horizontal to vertical to specialization, this is where the paradigm is shifting to. – Eric.
We are moving onto offices from papers to paperless.
BPM is about managing their Business processes but not only about executing it. and unless like BMO, you dont have to bid for it anymore. – Eric.
Eric talks about BPM evolution its generations. Customers always seem to be coming back for Cost Saving, Global Capacity and service without hassle. – Eric.
industry is slowing down but we are seeing growth. – Eric.
There are macro areas where we have to market about sri lankan BPMs.
Asia pack is growing. There was an urge and desire in people and it didn’t make any economy by that time and now it is. There is a huge opportunity and there is a market for it.
there was 27% of drop in the deals market last year and it is coming back up again very rapidly. – Eric
Global BPO market size for 2012 is $159 billion and is expected to touch $209 billion by 2017, says Eric.
Eric on the stage now.
Eric says he lost his baggage at the Airport and is wearing his sons shirt.
Excuse him if you find any typos in the presentation because it was made in such a hurry since he lost his power adapter as well with his luggage.
Eric Selvadurai is a BPO industry veteran with over 20 years of experience in offshore outsourcing. Eric is the Managing Director – European Business for WNS, one of the top ranked BPO companies in the world. Prior to joining WNS, he was Asia Managing Director (BPO services) of Hays plc, an FTSE 100 B2B services company. He set up and managed processing centers in the Philippines, India, Pakistan, Sri Lanka and the UK.
Madu shed some light on their startup 2020 project.
Imran Furkan, Executive Director of SLASSCOM welcomes everyone and asks Madu Rathnayake to take stage and share few words with us.
He wishes everyone a Happy NEW Year.
We are Live from the event Executive Briefing on “Future Outlook for Business Process Management” from Dialog Future World Auditorium. Due to some technical issues this briefing got dragged a bit further.
We had breakfast and now moving onto the actual event.