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Information Technology, Management Article, business process outsourcer
Article at a glance:

Benchmarking India's business process outsourcers

  • India is the leading destination for offshoring business processes and IT services. As demand rises, however, the field of suppliers is becoming increasingly competitive. Until now, BPO and IT providers haven’t been able to compare their performance with industry standards.
  • McKinsey and Nasscom have developed a suite of benchmarks to gauge that performance by assessing the views of customers, employees, and managers and weighing the relative importance they place on various activities.
  • The results of the first round of benchmarks suggest that while customers are happy with the cost savings they get in India, they are now looking for more innovation and higher productivity from their partners.
This article includes the following exhibits:
  • Exhibit 1: A 2005 Nasscom–McKinsey benchmarking survey of business process offshoring in India assessed opinions of 4 stakeholder groups on 5 categories of BPO processes.
  • Exhibit 2: Benchmarking revealed that newer customers focus more on cost and quality, while more tenured customers look to innovation and speed. In most cases, the focus of the provider's senior management lags behind.

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