May - 2008 issue > Cover Story

By Jayakishore Bayadi

When Satyam BPO clinched a deal with a construction and mining equipment manufacturing company to administer its assembly line in 2005, a natural progression toward "transformation" of the outsourcing deal began. Satyam BPO carried out enhanced productivity and reengineered processes, with quality as the primary parameter. The provider also lowered costs by instilling superior quality.

Later, when the client sensed that Asian and Far Eastern markets were ripe, it asked Satyam BPO to perform market analysis and leverage its industry knowledge. This request opened a new frontier for Satyam BPO: knowledge process outsourcing (KPO). The team managed the analytics work well, leading the relationship to transform into a real partnership. Today, Satyam BPO addresses integrated process and transformational deals focusing on the manufacturer's core business.

Satyam BPO’s philosophy of expanding a relationship into partnership level engagement enabling business transformation blends together an extensive tool kit of "operational excellence" methodologies such as Lean Six Sigma, Kaizen Team Activities and other best practices. This powerful approach drives rapid improvements in every aspect of their client’s business performance by transferring knowledge to their client’s staff for sustainable improvement.

"Talking about transformation is easy, but it requires a great deal of work and expertise. Partnership level engagement with customers could have been possible because we bring to table high levels of specialization." says Satyam BPO Chief Executive Officer Venkatesh Roddam.

Years ago, services like human resources, payroll and tech support were integral BPO activities, but the concept of BPO is evolving very quickly into a more strategic undertaking. In the past year or two, BPOs are involved in more than simple customer-vendor relationships, where they perform mundane tasks focused on cost-reduction. Leading BPO providers establish deep partnerships with customers and help with their core business—more than voice and non-voice service. The market features high levels of specialization that require deep partnerships with clients and considerable expertise.

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