Award-Winning Case Study: Infosys 

Entry: Best Achievement of Organizational Business Improvement in Transactional Services

The strategic objectives and scope of the business improvement deployment

Infosys BPO Ltd., a $ 250 Mn provider of business process services worldwide is a six year old subsidiary of Infosys Technologies Limited. Its 16300+ employees are involved in providing end-to-end business process outsourcing services to clients worldwide in multiple industry segments (verticals) - Banking & Capital Markets, Hitech & Discrete Manufacturing, Insurance, Healthcare & Life Sciences, Communication Service Providers and in Emerging Markets. More than 80% of ‘processes’ are related to transaction processing. With increasing levels of maturity of the BPO industry, clients are not satisfied with just efficient and cost effective provision of service delivery.

Infosys BPO quickly realized that a key differentiating factor would be the ability of the company to be able to help change the way clients run their businesses. This would of course go beyond just small improvements that were being made to business processes that are run for its clients. Value addition has quickly become a differentiator from a delighter a few years ago. A constraining factor was this – the business model of the industry was against providing large benefits to clients. Productivity improvements, for example, could result in loss of revenues as lesser number of associates would be required for processing.