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Competitive Strategies of Daksh and Wipro Spectramind Submitted by: Jagmohan Singh Chawla (PG040067) Section D Jayant Dhankhar (PG040069) Section D Raja Banerjee (PG040133) Section D Indian School of Business, Hyderabad July 16, 2004 TABLE OF CONTENTS EXECUTIVE SUMMARY 3 INDIAN BPO INDUSTRY ANALYSIS 4 INDIA'S ADVANTAGE 5 Indian BPO industry SWOT analysis 5 PORTER'S FIVE FORCES ANALYSIS FOR THE INDIAN BPO INDUSTRY 5 Barriers to Entry 5 Competition within industry 6 Threat of substitutes 6 Buyer Power 7 Supplier Power 7 DAKSH - A LEADING BPO PLAYER 7 Daksh's Capabilities 8 People 8 Platform 9 Processes 9 Performance 9 Project Management 9 Core Competencies of Daksh (Call Processing) 10 Competitive Advantages of Daksh 10 100% BPO Focus 10 Unique Co-sourcing Model 10 Dedicated Business Units 10 Financial Strength 10 Strong Platform 10 Experience 11 WIPRO SPECTRAMIND - LEADING FROM THE FRONT 11 Wipro Spectramind's Capabilities 11 People 12 Infrastructure 13 THREATS & CHALLENGES TO BPO INDUSTRY 13 Attrition 13 Commoditization - No differentiation 14 US Backlash 14 ACQUISITIONS 14 ROAD AHEAD - SCALING UP THE VALUE CHAIN 15 FUTURE STRATEGIES 17 Daksh 17 Wipro Spectramind 17 ACRONYMS 18 EXHIBITS 19 Exhibit 1 19 BPO Market in India 19 Exhibit 2 19 Comparative Costs between India and the US 19 Exhibit 3 20 Typical time frame for setting up an ITES-BPO firm in India 20 Exhibit 4 20 Ranking of BPO Players 20 Exhibit 5 21 Revenue Growth of Daksh 21 Exhibit 6 21 The 5P Model 21 Exhibit 7 22 Co-Sourcing Model 22 Exhibit 8 22 Wipro's Transition toolkit (Service Delivery model) 22 Exhibit 9 23 Wipro's quality framework 23 Exhibit...

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