Tiger Tales Part IV… The sourcing industry's virtuous cycle

December 18, 2012 | Phil Fersht

And just when you'd forgotten we hadn't published the final installment of our interview with Genpact’s CEO NV “Tiger” Tyagarajan... here's the final installment of our interview with Genpact’s CEO NV “Tiger” Tyagarajan.

The more you understand your processes, the better you can redesign them. Better processes produce better data. Better data gives better insights. The better your insights, the smarter you run the company and the smarter the decisions you make. It becomes a virtuous cycle.

NV “Tiger” Tyagarajan, President and CEO of Genpact, 2012

Phil Fersht (CEO, HfS Research): Tiger, there’s been a lot of talk lately of changing the image and even the terminology of BPO. Do you think it matters who we are perceived as and what we call ourselves?

NV “Tiger” Tyagarajan is President and CEO, Genpact (click for bio)

NV “Tiger” Tyagarajan (CEO, Genpact): I think it matters a lot. Five years back we created the terminology business process management. In all our corporate communications we have never used the word BPO. We have always used the terminology business process management and technology services company to describe ourselves. It was tough to get everyone else in the industry—other providers, the press, analysts, advisors, employees—to use terminology other than BPO.

Now, finally, driven by the economy, the whole industry is jumping there. We always believed the business we are in is really two businesses:

  • I am going to help you run your company better. It will be more efficient and effective. It will produce better output. I will take you on that journey. First, we fix your processes and then we bring in technology.
  • They make decisions every point along the way. Do I invest here or there? Do I accept this customer or that one? Do I price like this or that? Should I take that risk or not? Our job is to help companies make better, smarter decisions. We do that using two aspects:

Data. There’s so much data coming out you can use it to build insights to make smarter decisions. Make it more predictive so companies can make those decisions before it’s needed.

Processes. How do you redesign your processes to make smarter decisions around how the process should run?

The more you understand your processes, the better you can redesign them. Better processes produce better data. Better data gives better insights. The better your insights, the smarter you run the company and the smarter the decisions you make. It becomes a virtuous cycle.

We have seen that happen with long-term relationships. We think this is what our industry should be known for.

Clients have to have that vision. If they don’t, they are stuck in transactional, easy stuff. They also have no expectation other than dollars per hour.

The second reason this is important is: How do you attract the best talent? If people think this industry is nothing but drudgery work, you are not going to attract the best and brightest in the world. Clearly, talent is going to be a big question mark in the long run. So, how do you become the best attractor of talent? You have to make your company an exciting place to work. That’s how you drive intellectual capital. We have to create role models people can follow.

Phil: Tiger – it’s been great catching up again – I am sure the HfS community,  have really appreciated reading your insights.

NV “Tiger” Tyagarajan (pictured) is Chief Executive Officer for Genpact.  You can view his full bio by clicking here

Click here to read the whole interview

Posted in: Business Process Outsourcing (BPO)Buyers' Sourcing Best PracticesFinance & Accounting BPO

Never Miss A Story

Sign up for the HfS Research newsletter and get the best research delivered to your inbox weekly.

0

0 Comments

0 Comments

Post a Comment

Your email is never published nor shared.