The Impact of Industry Convergence on Multi-Industry IT, BPO, and KPO Leadership

Kapil Behl, a seasoned chartered accountant with 27+ years of expertise in the shared service industry. He has worked with top global organizations, handling diverse roles in accounting, taxation, audit, and program manage- ment. Currently, as the Managing Director of WM Universal, a 100% subsidiary of WM Inc, Kapil oversees shared service operations in India for the largest waste management company globally, focusing on the North American continent.

In conversation with Charulatha, correspondent, Silicon- india Magazine. Kapil expresses his perspective on the role of proactive communication in facilitating the recognition of fresh business prospects and enabling growth in emerging industries influenced by industrial revolutions.

The opportunities for IT, BPO and KPO leaders to collaborate across industries and create synergies in a converging landscape

In the vast ocean of opportunities lies the potential for knowledge sharing and fruitful collaborations within the industry. A treasure trove of experience resides in its leaders, some boasting over 30 years of dedicated work. From the pioneers who laid the foundation for the IT and ITES industry to those at the forefront today, there is much to learn. Embracing the wisdom of these industry stalwarts, we have acquired valuable insights while contributing our own experiences. The exchange of best practices spans across core operations is it in BPO, IT, or KPO realms, as well as in the corporate world. Experiences from running the end-to-end business, issues related to government policies, understanding of the complainces, HR practices, Budget management, financial savings, and process excellence are areas ripe for mutual enlightenment, fostering efficiency, innovation, and transformation on a grand scale.

Industry convergence influence the organizational structure and reporting relationships for IT, BPO and KPO need and so on.

In the early days of the industry's operation in India, the focus was on direct reporting through a hierarchical system, which proved inefficient and hindered organizational growth. However, a transformative shift occurred, transitioning from direct hierarchical reporting to matrix reporting, emphasizing client relationship management. This change allowed employees to report administratively to a person in India while directly serving customers or stakeholders worldwide. Notably, this approach was particularly effective in sectors like third-party BPO, KPO, and IT organizations, fostering trust, collaboration, and partnerships with clients.

Embracing a decentralized structure with delegated authority and ownership, the organization abandoned micromanagement in favor of empowerment and decision-making based on individuals' expertise. This approach has driven significant growth, not only for their company but also in the speaker's previous organizations. Similar successful models were observed in other growth-oriented companies, showcasing the benefits of flexibility and maneuverability within an organization. In contrast, companies clinging to traditional, rigid structures faced constraints and struggled to forge new industry connections and partnerships. Adapting to this customer-centric, partnership-driven approach has proven instrumental in propelling the industry's remarkable transformation into a thriving giant.

The remarkable growth from half a million to 15 million can be attributed to satisfied customers referring our impeccable work ethic to their colleagues

The Power of Proactive Communication: A Success Story in Organizational Growth

In a previous engagement with a custodian bank akin to CDSL or NSDL in India, a client's concerns about quality, structure, and communication led to significant losses for the organization. Recognizing the urgency, the management took decisive action. By traveling to the client's location and understanding their pain points, they developed a tailored approach.

The new strategy emphasized complete transparency and proactive communication. The teams were instructed to update clients daily during transitions, report any challenges, and provide regular hour-by-hour deliverable information. Though initially met with resistance, the approach fostered trust and resulted in remarkable success.

The relationship flourished as knowledge gaps diminished, leading to exponential growth. Within two years, the loss making engagement turnover surged from half a million to 15 million, with an impressive gross margin of over 50%. This triumph exemplifies the transformative potential of proactive communication, which has now become a prominent industry practice, enabling businesses to thrive and prosper. To facilitate real-time monitoring, an innovative online live MIS was introduced, further elevating client satisfaction.

This exemplary model was replicated across the organization, inspiring other engagements within Infosys to emulate the same principles. The success story serves as a testament to the undeniable impact of proactive communication in organizational growth and overall success.

"Collaboration and partnerships are essential drivers of growth in the modern business landscape"

Harnessing Proactive Communication to Uncover Lucrative Business Prospects and Thrive in Emerging Industries amidst Industrial Revolutions

The remarkable growth from half a million to 15 million can be attributed to satisfied customers referring our impeccable work ethic to their colleagues. This led to increased engagement and opportunities, fostering exponential expansion. As proactive and transparent communication became our forte, word of mouth continued to drive customer engagement, providing us with new processes to manage. The organization evolved from scattered processes to efficient collaboration, resulting in significant workforce growth. The power of proactive communication attracted new stakeholders, such as the HR business unit, leading to expansion into emerging industries. The success even caught the attention of senior leadership, who are now eager to learn from and replicate our established models.

Empowering IT, BPO, and KPO Leaders: Cutting-edge Technologies for Proactive Communication and Superior Client Relationship Management in an Era of Industry Convergence

Collaboration and partnerships are essential drivers of growth in the modern business landscape. Alongside technology, forums like NASSCOM and other industry bodies play a crucial role in bringing leaders together. Social media platforms like LinkedIn also facilitate networking and collaboration. Organizations like yours can significantly contribute to building fruitful partnerships that benefit the entire industry and multiple companies. Various modes of interaction, such as face-to-face meetings and virtual conferences on platforms like MS Teams and Zoom, enhance connectivity and exchange of ideas. The transformative power of technology is evident, with machine learning driving efficiency by reducing manual work and enabling remarkable growth for businesses. Generative AI shows promise as another emerging technology. Companies now leverage cutting-edge solutions like Power BI, Oracle ERP, and Salesforce for their operations, replacing the reliance on legacy systems. Embracing technological advancements is crucial for staying competitive and driving progress in the future.