Business Process Outsourcing “ BPO is the delegation of one or more IT-intensive business processes to an external provider who, in turn, owns, administrates and manages the selected process(es), based upon defined and measurable performance metrics.” Gartner Dataquest

Organisations embark on BPO for cost savings, and then achieve business optimisation & process standardisation Why Outsourcing?

Maturity of Organization Complexity of the Business Processes “ Controlled” Chaos Orderly Coordination Rigorous Process

Maturity of Organization Facts Data Information Knowledge Business Wisdom Spreadsheets Workstations Relational Databases Email Server Farm Data Warehouse Intranet Search Laptops Knowledgebases Analytics Storage/SAN Modeling Forecasting Virtual Data Stores Initial Repeatable Defined Managed Complexity of the Business Optimized Ladder of Intelligence “ Controlled” Chaos Orderly Coordination Rigorous Process

Maturity of Organization Facts Data Information Knowledge Business Wisdom Spreadsheets Firewall Workstations Relational Databases Email Server Farm Data Warehouse Intranet Search Laptops Knowledgebases Analytics Storage/SAN Modeling Forecasting Virtual Data Stores Initial Repeatable Defined Managed Optimized Core Context Mission Critical Partner Contract Rigorous Process Core vs. Context over time

BPO Processes.. 1. Scoping Refinement of scope Benefits case Commercial framework Risk management HR approach Service parameters Business objectives Participants Key issues Initial scope and constraints HR implications High level service requirements Service consolidation Transfers of: - staff - responsibilities - assets New service start-up Service management and reporting Benefits realisation Continuous improvement Due Diligence Service definition HR preparations Contract preparation Agreed budget Business case update Fast-track 8 weeks to contract signature 2. Feasibility 1. Scoping 4. Transition 5. Delivery 3.Preparation 2. Feasibility 1. Scoping 4. Transition 5. Delivery 3. Preparation Typical 6 months to contract signature 2 weeks 2 weeks 3 months Ongoing 4 weeks 2 months 2 months 6 months Ongoing 2 months 2. Feasibility 4. Transition 5. Delivery 3. Preparation

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Operating Costs in US, India, and Pakistan Source: NASCOM; TBT Analysis for US and India; PSEB Estimates for Pakistani Companies Pakistani is cheaper than India. 0% 1.1% 1% Exchange Rate Change 58,598 13039 9000 US$ Cost per FTE (Full Time Employee) Total Price in Market 42,927 6,179 4,500 8,571 1,000 800 1,500 2,328 2,000 2,600 847 700 3,000 1,500 1,000 58,598 11,854 9,000 Personnel G&A Expense Telecom Property Rentals Depreciation Total Expenses USA India Pakistan

Source: State Bank of Pakistan Pakistan IT Exports by Region

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