Key Operational Challenges in ITES-BPO Industry

- by Vibhor Mittal & Surya Kiran Sharma *

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Prahalad and Hamel in their paper "The Core Competence of Corporation" (1990) argue that a corporation must be built around a core of shared competencies known as Core Competences. This is the basic premise behind Business Process Outsourcing. In today's world, outsourcing on non-core operations of any enterprise make tremendous economic sense.

Evolution of ITES/BPO Industry

The Indian ITES/BPO industry has evolved over a period of almost 15 years. The evolution can be best described as a three-phase model where each phase depicts the dominant operating characteristics of the service provider.

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* Contributed by -
Vibhor Mittal & Surya Kiran Sharma ,
2nd Year Students,
Shailesh J Mehta School of management, IIT Bombay.

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