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From BPO to BPM

Aparna Dutt Sharma, Chief Executive Officer, IBEF

Jul 01, 2013 09:44

The business process management (BPM) market has grown manifold over the last one decade. The sector earned US$ 18 billion in revenue in 2012-13 and National Association of Software and Services Companies (Nasscom), the IT industry body in India, has set a goal of achieving US$ 50 billion in revenue from the BPM sector by 2020. Despite the overall sluggishness in the global economy, the BPM segment has been able to sustain its growth momentum. This trend can be expected to continue as companies look for more ways to streamline their processes and cut costs.

Nasscom has even started efforts in the direction of rebranding of the industry from business process outsourcing to business process management and has set up a Business Process Management (BPM) Council for the 2013-2015 period. The BPM Council is expected to create incubation labs in high value segments like financial and accounting and analytics and multi-channel customer service. India already has over 200 shared services companies that provide cutting-edge solutions to the global market. The BPM Council can be expected to build a foundation with a view to strengthen the ecosystem of the sector by building centres of excellence and positioning India as a preferred destination for BPM services and solutions.

By adopting a global delivery model, the Indian BPM sector has registered a high growth not only in voice processes but also in analytics based solution, supply chain management and business transformation services. Considering the fact that the total IT exports in 2009 stood at US$ 50 billion and the BPM market is expected to reach a similar size is revenue by 2020 speaks a lot about the mature IT landscape in India.

Driven by factors like accelerated deployment of the platform-based delivery models and building capabilities to deliver business transformation services are the critical factors leading the growth of the Indian BPM sector. As the value proposition offered by Indian BPM companies has moved beyond cost, the sector can only be expected to gain a more dominant role in the global outsourcing market.