IAOP Chapter: India (Delhi)

The India (Delhi) Chapter is restructuring for 2010

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Most recent meeting was a collaborative effort with the Governance Chapter and held on May 20, 2009!

The most recent meeting of the IAOP India (Delhi) Chapter hosted by Lawscribe, Inc was held as a joint virtual meeting with the IAOP Governance Chapter which is chaired by Vantage Partners. 

Chapter chairs Danny Ertel of Vantage Partners and Kunoor Chopra of Lawscribe discussed “Managing Cultural Differences in Offshore Relationships.”  Each offshore location faces its own unique challenges – participants found out what they are in India (Delhi) and how to best manage them.  The meeting opened with a few comments from the chapter chairs about outsourcing governance and then they shared results from the Vantage Partners Offshoring Relationship Management study to set up a discussion on the following questions:  What are the most significant cultural differences between customers and providers in India offshoring relationships?  How do those differences impact the challenges customers and providers face in managing their India offshoring relationships?  What mechanisms are most effective for managing cultural differences and challenges?

Panelists Godfrey Pinto, Director of Offshore Outsourcing at Gtech Corporation, and Gary M Zeiss, Esq., Vice President of Corporate Transactional Group at LawScribe, shared customer and provider perspectives on effectively managing cultural differences and challenges to achieve maximum value in offshoring deals.

Inaugural Meeting held – June 18, 2008

The inaugural meeting of the IAOP India – Delhi Chapter, chaired by Kunoor Chopra of LawScribe, Inc., was held on Wednesday, June 18, 2008 from 5:00 pm to 8:00 pm at B-1/G-3, Mohan Cooperative Industrial Estate, Mathura Road, New Delhi, India 110044.

This meeting included presentations from the following speakers: Vinay Minocha, Manager at  Ameriprise Financial, who spoke to innovation and strategic partnerships with suppliers; Subinder Khurana, President of marketRx, who spoke on how companies can shift from being cost players to strategic partners/trusted advisors for their clients; and Arun Jethmalani, Managing Director of Value Notes, who spoke to strategic partnerships between different service providers and how they are changing the face of outsourcing.  The meeting was hosted by VCustomer India.  There was a networking session with refreshments provided.

The purpose of the chapter is to bring outsourcing buyers, suppliers and advisors in the Delhi and NCR regions together.  Come and learn about the IAOP and how it provides a forum for knowledge sharing and networking globally!

Informal Luncheon Meeting held January 30, 2008 with lunch provided by Law Scribe, Inc.

Chairman’s Summary:

The IAOP Delhi Chapter held their informal meeting on January 30, 2008 at the Park Plaza Hotel in Gurgaon.There were numerous attendees from companies such as: AuxiCogent BPO Solutions Pvt. Ltd., Pfizer, Management Development Institute, Everest Group, Infosys BPO Limited, PB Tech Impact Solution Pvt. Ltd. and Eastern Software Systems Private Limited, some of whom were members and others who have interest in joining IAOP. We spoke about the goal of the Delhi Chapter as well aspotential topics to address at the chapter meetings. Some attendees said that IAOP seems to focus on large companies but they were interested in the challenges of mid market companies.

The following is an outline of issues/ideas that were discussed:

I.              Might we bring the COP Course to India with a more balanced focus (not just client focused)?  It was suggested that we might work with local educational institutions to assist with the implementation of COP courses.

II.              Potential Topics for meetings included:

A.  Supplier focused topics

1.     How are technology providers integrating the technology where multiple functions have been outsourced/ Going beyond labor arbitrage – Role of technology in BPO and how can Indian providers differentiate leveraging the same?

2.     Strategic partnerships between different service providers and how are they changing the face of outsourcing?

3.     Implementation in small and medium business sectors and post implementation support

B.  Buyer focused topics:

1.     How do the buyers relate to /demand industry expertise from the    suppliers...i.e.how are they managing category expertise in suppliers

2.     Limitations for offshoring in procurement outsourcing from buyer’s perspective

3.     Changing buyer’s expectation through outsourcing/offshoring – Is cost savings still ‘the’ prime reason? Or, are they looking for more strategic partnerships that can help them, in some way, grow their top-line as well? What is their expectation when they ask suppliers to bring “innovation”?

4.     Human Resource Outsourcing (HRO) – How to tap the offshoring potential?

5.     From a Buyer’s perspective, through IAOP, obtain an understanding of market trends i.e. innovation in service delivery, labor/salary trends, and how buyers can make decisions.

Other discussion suggested covering a focus on domestic markets including issues like service delivery excellence, service fulfillment, and delivery related change as that has not been given much attention.