OPERATIONS MANAGEMENT

Company M, one of India’s leading IT outsourcing vendor had just rolled out a division for BPO and had sought assistance in establishing a suitable operational excellence framework across its operations.

A framework based on eSourcing Capability Model (then a part of Carnegie Mellon University) was recommended and deployed across its operations. The framework provides a holistic approach to implement and evaluate the effectiveness of an outsourcing organization across three dimensions of Sourcing Life Cycle, Capability Area and Capability Level.

Results : The eSCM model helped the organization to adopt and institutionalize the processes across multiple functions and set the foundation for the organization to grow multi-fold to about 35,000 seats and contributing a significant portion to the parent company’s revenues.