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Ganesh Laxminarayanan, Vice President, Global Consumer Services and Support, Dell

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Information about Ganesh Laxminarayanan, Vice President, Global Consumer Services and...
Technology

Published on February 12, 2009

Author: nasscom

Source: slideshare.net

Description

NASSCOM: India leadership Forum 2009,Day2, session 8A, Future of BPO: Bubble or Boom?
Industry heads share their views.
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NASSCOM, India Leadership Forum 2009 Ganesh Lakshminarayanan VP, Dell Global Consumer Services & Support and MD, Dell International Services February 12, 2009

Current economic downturn seems worse than anything before…

Macroeconomic factors point to a challenging environment…



50% of the leaders held their position and emerged stronger after recession Only 20% laggards emerged stronger from recession and became leaders Industry pecking order changed in past recessions DELL CONFIDENTIAL Leaders (50%) Laggards (50%) Leaders (100% ) Leaders (20%) Laggards (80%) Laggards (100% ) Pre- Recession Post- Recession Source: Mckinsey Study

50% of the leaders held their position and emerged stronger after recession

Only 20% laggards emerged stronger from recession and became leaders

Getting closer to customers Being paranoid about Cost Investing in Frontline employees and retaining talent Innovating to deliver more value Using strong balance sheet to acquire new capabilities DELL CONFIDENTIAL Lessons learnt from leaders

Getting closer to customers

Being paranoid about Cost

Investing in Frontline employees and retaining talent

Innovating to deliver more value

Using strong balance sheet to acquire new capabilities

Getting closer to Customers Value Based pricing and more variability Being paranoid about Cost Get lean quickly, scrutinize support cost and benefits structure. Investing in Frontline employees and retaining talent Tenure and skill-sets are more relevant than ever Innovating to deliver more value Bring technology and process expertise to improve customer P&L. Look for strategic acquisitions which will bring new customer segments or process capability. DELL CONFIDENTIAL BPO Industry imperatives

Getting closer to Customers

Value Based pricing and more variability

Being paranoid about Cost

Get lean quickly, scrutinize support cost and benefits structure.

Investing in Frontline employees and retaining talent

Tenure and skill-sets are more relevant than ever

Innovating to deliver more value

Bring technology and process expertise to improve customer P&L.

Look for strategic acquisitions which will bring new customer segments or process capability.

Thank You

Thank You

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