“Bring value beyond resources”

Priya Padmanabhan

MUMBAI: With offshoring going mainstream and other countries joining the services globalization bandwagon, Indian providers need to look beyond low cost resources and instead look at value, opined Padma Ravichandar, president and managing director, Global Consulting and Application Solutions, chief executive APAC, Perot Systems.

She was part of the Nasscom panel that dwelt on the topic, Global Sourcing: the Coming Reversal of Offshore Delivery.

Ravichandar opined that the era of offshoring is under metamorphosis. “A new breed of MNCs is able to leverage customer relationships, higher value services and remote delivery capabilities. All capabilities are coming together in a global delivery model.”

Illustrating how this is working in Perot Systems, she said that the company has spread capabilities across geographies with BPO work in Philippines, South Africa and Kenya, disaster recovery in Dubai and doing application development and support in China.

Echoing her views, Neeraj Gupta, executive vice president, Patni Computer Systems, emphasized the importance of moving from a resource-based pricing model to a value-based model.

Borrowing from his experience, Aidan Connolly, finance director, UK and Ireland, Sodexho, spoke about the seemingly intractable nature of BPO service level agreements. “Indians are good problem solvers, but they are hide-bound by SLA driven way of reporting.”

To move to outsourcing version 2 in the BPO space, suppliers and enterprises need to communicate a lot more, share information and nurture the relationship and celebrate success together, Conolly said.

Indicating the maturing nature of the offshoring business model, Samantha Covell, vice president - services procurement - BT, said that the company is setting up a center of excellence for global sourcing.

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