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Transcript of WNS Presentation
8/3/2019 WNS Presentation
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´How to Design and Manage a SBU for a
BPO companyµ
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Group Members :-
Sr. No. Name Roll no
1. Kiran Shinde 50
2. Praful Hedaoo 13
3. Manoj Kapadnis 22
4. Santosh Kakad 19
5. R G Rohit 44
6. Vicky Mate 32
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What is BPO?
BPO stands for ³Business Process Outsourcing" and is
better known as simply "outsourcing´.
BPO is basically the process by which a company can
delegate certain functions of their business to a specializedorganization.
BPO refers to the rearrangement of entire business
functions to some other service providers.
BPO brings together three components :
--->> Technology --> Business processes --> Expertise
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Elements of BPO
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SIGNIFICANCE OF
BPO
COMPETITION
ADVANCETECHNOLOGY
SATISSFYING CUSTOMER
NEED
REDUCTIONOF COST
FLEXIBILITY
IMPROVEMENTIN BUSINESS
MORECONCENTR ATIO
N
REVENUEM AXIMIZATION
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Need for outsourcing
The lack of existing skills to complete a process
To replace a poor internal service (may not be connected to lack of
skills)
Resources are not available in house to complete the process
The process is difficult to manage (in general or due to business growth)
The process may be performed better and cheaper by other services
Do not have to worry about continually introducing new technologies
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BPO Advantages and Disadvantages
Advantages Cost reductions
Concentration on core business
Outside expertise
Cater to changing customer demands
Revenue increase
Disadvantages
Odd working hours
Family life Health issues
Abusive clients
Age factor
Social Issues / Alcohol Consumption / Sex Issues
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What is WNS? And How they made it ´BIGµ?
They say ³Nothing is strong as an idea whose time has come´ WNS is a first business process outsourcing company to be set up in
India way back in 1996 to manage the backend operations of British
Airways.
a small captive operation of 12 employees set up to undertake its
backend operations would become a Rs 2,700 crore company having22,000 employees
India¶s first pure play business process outsourcing firm
In 7 years from 1996 to 2003 WNS under British Airways had built
up various backend skills. It had grown to a Rs 264.4 crore company The World Network services became WNS Global Services in 2003
± In 2006 WNS was the first Indian pure play BPO to be
listed on the NYSE. Warburg Pincus cashed out
divesting 51% stake and today holds 48.6% stake
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Continue«
Steadily WNS attracted the biggest of big clientele spreading itstentacles all across the globe
It has a network of 22 global delivery centres in USA, UK,
Romania, Switzerland, India, Sri Lanka and Philippines that
responds to needs for language, cultural alignment, redundancy and
24/7 operations WNS Global Services is a wholly owned subsidiary of WNS
Holdings Limited, which was incorporated in Jersey, Channel
Islands
If one were to sum up the success mantra of WNS it will
broadly be create a clear mission statement. Perhaps this is
why even the changes in top management team, the company
did not lose business or focus
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What is SBU?
In essence, the SBU is a profit making area that focuses on acombination of product offer and market segment, requiring its own
marketing plan, competitor analysis, and marketing campaign.
Three main characteristics of SBUs : Single business or collection of related businesses that can be
planned for separately
Has its own set of competitors
Has a manager who is responsible for strategic planning and profit
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Reasons why Strategic Business Units are important
SBU¶s make you Organized
Micro manage
Segment Targeting and Positioning (STP)
Investments
Decision making
Profitability
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Role SBU·S in BPO Company
Normally BPO functions its operations differently for each andevery different client
These sub unit of BPOs are termed as Strategic Business Units in
Marketing Terminology
Dividing business operations as per each and every client is very
essential in BPOs success, because they carry functions of each andevery process differently from that of others.
SBUs help BPO Company to concentrate on a single client better
and also help in serving the client better.
With the help of SBU s, BPO companies also allocate their time,
money, human resource, etc to the particular sub unit based on its
capabilities and business worth.
± Success or failure of a Sub unit (SBO) does not have
great effect on the overall standings of the company.
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How SBUs are designed in WNS? [Business Structure of WNS]
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Continue«.
WNS has broadly categorized its operations into many major sectorssuch as Banking, Insurance, etc
In that particular single sector they have sub processes of that sector
Each sub process has different clients opted for that particular
operations.
These clients operations are known as different processes which is
nothing but A µStrategic Business Unit¶ [SBU]
These SBUs in WNS are mutually exclusive units and have no direct
relationship with other processes or SBUs
Same client can have different processes but they areconsidered as different processes. For e.g. Bank of America
have banking as well as insurance processes with WNS but
both have no interconnection whatsoever
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Structure of SBUs in WNS [Hierarchy of one SBU]
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How Structure of SBUs in WNS actually works?
In above diagram, it is shown that how SBUs for different clients based upon their operations are carried out in WNS.
Each client has one vice president devoted to each client, who looks
after all its operations and also coordinated between the different
processes of the client.
Vice president is also supported with the Assistant vice presidentwho generally acts as the coordinator between lower management
and vice president.
Then we have general manager, which can be same as assistant vice
president in some cases and vertical HRs as support function to that
particular process. Normally there are two HRs per process but it
may differ process to process.
± Then teams are formed as per the clients operations with
WNS.
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Each team has team manager who coordinates between teamleaders, quality leaders, HRs, and upper level managers.
Each team consists of at least one team coach who handles actual
responsibilities of team and shares work with team accordingly, who
also undertakes training aspects of the team in that particular
process. Then we have senior customer service associates, customer service
associates and trainee customer service associates who actually
perform the tasks.
In this hierarchy if an trainee customer service associates wants to
grow to the position of vice president then he have to go through all
the steps, but time taken for each step is different to each trainee.
± Team hierarchy of the particular team is also dependent
on the no of people in the team. Some teams with very
few no of employees might not have all these positions.
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SWOT analysis for WNS
STRENGTH
Excellent Client Base
Strong Market Presence
Wide Service Offerings
WEAKNESSES
Over dependence on UK Operations
Reliable on Limited Customers
Financial Health
OPPORTUNITIES Growth of BPO Industry
Recognitions
THREATS High Competition
Changes in Technology
SWOT
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Opportunity Matrix
1. The economic slowdown will drive
globalization as companies will use
offshore outsourcing.
2. The strong recognitions and honors
show the company's market leading
capabilities and operational potentiality
to perform for further growth.
3. The economic slowdown will drive
globalization as companies will useoffshore outsourcing.
4. WNS recognized as one of the five
star performers in the Finance and Accounting
Outsourcing (FAO) services domain in 2010.
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Threat Matrix
1. The economic slowdown will drive
globalization as companies will use
offshore outsourcing.
2. The strong recognitions and honorsshow the company's market leading
capabilities and operational potentiality
to perform for further growth.
3. The economic slowdown will drive
globalization as companies will use
offshore outsourcing.
4. WNS recognized as one of the five
star performers in the Finance and Accounting
Outsourcing (FAO) services domain in2010.
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BCG Matrix for WNS
WNS is into the market for last 15 years but its process
of growth has not slowed down and it is consistentlyshowing on an average 12.7% increase in revenue per
year. Hence in next few years it might enter into Cash
flow phase representing higher cash inflows and greater
market share.
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BCG Matrix for its SBUs
There are No. of SBUs WNS
There individual success or failure does not have
big effect on the WNS as a whole
Single SBU, at any point of time can be at any stage
of BCG cycle
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Conclusion
Marketing Advantages for SBU in WNS ± Easy and more one to one relationship with the clients
± Relatively Small business is easy to handle
± Because of the SBU setup, more and more attention can be
given to single employee because size of the team andoperation is relatively small.
± Easy strategy formulation targeted to one to one client.
± Operational effectiveness and strategic advantages
± Easy feedback is available and controlling becomesrelatively easy
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