1. Topic: Changing Mindsets to Change the Future in Business Process Services Industry
Team name: Kalpa Brukshya
Team member
Debi Prasad Dash 9699719818 debi_dash@scmhrd.edu
SCMHRD, Pune

2. Issues:
1. Most of the BPO process involves repetitive work. But customers are looking to receive
more than repetitive work, means beyond what is written in the SOP (Standard operating
processes).
2. Managers and leaders should think beyond SLAs’ through adding value in the project not
only working for simple cost driven arbitrage.
Proposed Solution:
How it will Work?
 As the first step towards data collection, company has to collect the data related to response
and feedback from all the stake holders of the project after 30 days of the project starting.
Stair Case Model (Incremental SOPs)
 As we know, SOPs are constant for a
project till the end of the project for
any BPO, so no service level
increment is expected.
 But as per our solution, the SOPs can
be modified after a particular time
interval considering different
feedback and Reponses.
 Then the data should be
analyzed using Data
analytic tool and proper
reference to be finalized.
From which new value
additions can be inferred.
 Considering the
Operational and financial
feasibility, this Value
addition will be tested and
will be approved by the
client only.
 Finally after the addition of
this with old SOPs, new
SOPs will be formed.
 This process is a cyclic
process till the end of the
project.
(To give an idea about implementation, here we took
the example of BFSI domain, in the Annexure page)

3. Challenges:
 How it can be implemented using existing knowledge pool and tapping the existing
managerial talent?
 What forms of organization design changes would be required?
 What would be the critical success factors for achieving this?
Implementation:
Resource Management:
 One or Two person can be recruited for the data analytics, who will analyze the above
collected data to check its feasibility to form additional SOPs.
 As a group these 4 or 5 people will work as an independent team without any hierarchy.
 For approval and implementation this team will take independent decision co-coordinating
with Project Manager and client organization.
Critical Factor to Success:
1. Availability of Data: the response or feedback should be available easily.
2. Faster Execution: The time period for Data analysis and new SOP formation should be
as minimal as possible. Ideal time should be 1 month for one cycle.
3. Faster Acceptance of New SOPs by the Client Management: Client should accept the
new value additions sooner to decrease the implementation time lag.
4. Support Infrastructure: As the team size per project is very small, Company can afford
infrastructural support of the team for implementation of this strategy.
5. Managerial Support and Incentive to Employee: This will motivate the employee to
understand customer satisfaction as one of the major parameter for deliverable.
 From the Associates, who
implements project,
considering their experience
in the same project 3 or 4
persons can be chosen for the
value innovators group.
 They will start the data
collection work from all the
direct and indirect sources.

4. Annexure
Considering the BPO process for BFSI domain for BaNCs, We gave an example of SBI. Here
data can be collected from SBI employee, TCS PROJECT employee and End consumers through
social media and direct feedback or company portal and other medium of communication.
Post collection, data should be filtered and analyzed. Using data analytics New SOPs will be
formed. After formation of new SOPs it should added to older one and will be forwarded for
getting approval from SBI. After approval the team will proceed with implementation.
Reference
Books Referred:
[1] Data Reduction Techniques, Ranjan Agarwal, A.R. Rao, IASRI
[2] Sentiment Analysis: A Combined Approach, Rudy Prabowo, Mike Thelwall, School of Computing and
Information Technology, University of Wolverhampton, UK
[3] Opinion mining and sentiment analysis, Bo Pang, Yahoo! Research, U.S.A., Lillian Lee, Computer
Science Department, Cornell University, U.S.A.
Process Observed:
1: WIPRO SPECTRAMIND 2: INFOSYS BPO
3: GENPACT 4: COGNIZANT
Sources Used:
http://www.bposolution.net/
http://www.bposolution.net/