Business process outsourcing to India#General Electric

File:Gurgaon CyberHub.jpg, India.]]

In the second half of the 1980s, American Express consolidated its JAPAC (Japan and Asia Pacific) back office operations into Gurgaon region.[http://www.americanexpress.com/india/customerservice/contactamex_phone.shtml Amex Phone and Address listings]

In the 1990s Jack Welch was influenced by K.P. Singh, (a Delhi-based realtor) to look at Gurgaon in the NCR region as a base for back office operations. Pramod Bhasin, the India head of G.E. hired Raman Roy and several of his management from American Express to start this enterprise called GECIS (GE Capital International Services).{{Cite news |last=Bhasin |first=Pramod |date=2011-06-01 |title=How I Did It: Genpact's CEO on Building an Industry in India from Scratch |work=Harvard Business Review |url=https://hbr.org/2011/06/how-i-did-it-genpacts-ceo-on-building-an-industry-in-india-from-scratch |access-date=2022-04-04 |issn=0017-8012}} Raman for the first time tried out voice operations out of India. The operations in India were the Beta site for the GE Six sigma enterprise, as well. The results made GE ramp up their Indian presence and look at other locations.{{Cite book |last=Yesudian |first=Suseela |title=Innovation in India: The Future of Offshoring |publisher=Palgrave Macmillan. |year=2012 |location=United Kingdom |language=EN}}

In 2004 GECIS was spun off as a separate legal entity by GE, called Genpact. GE has retained a 40% stake and sold a 60% stake for $500 million to two equity companies, Oak Hill Capital Partners and General Atlantic Partners.

File:Infosys India.JPG, India's third largest IT company, is located in Bengaluru]]

The industry has been growing rapidly. It grew at a rate of 38% over 2005. For the FY06 financial year the projections is of US$7.2 billion worth of services provided by this industry. The base in terms of headcount being roughly 400,000 people directly employed in this Industry.{{cn|date=October 2023}} The global BPO Industry is estimated to be worth 120–150 billion dollars, of this the offshore BPO is estimated to be some US$11.4 billion. India thus has some 5–6% share of the total Industry, but a commanding 63% share of the offshore component.{{cn|date=October 2023}} The U.S. $7.2 billion also represents some 20% of the IT and BPO Industry which is in total expected to have revenues worth US$36 billion for 2006. The headcount at 400,000 is some 40% of the approximate one million workers estimated to be directly employed in the IT and BPO Sector.{{cn|date=October 2023}}

The related Industry dependent on this are Catering, BPO training and recruitment, transport vendors (home pick up and drops for night shifts being the norm in the industry), security agencies, facilities management companies.{{cn|date=October 2023}}

BPO/KPO/Domestic & International Call Centres/NOC etc. are covered under the 'Other Service Provider' (OSP) Category by the Department of Telecommunications.{{cn|date=October 2023}}

The companies who are providing the 'Applications Services' means providing services like tele-banking, tele-medicine, tele-education, tele-trading, e-commerce, call centre, network operation centre and other IT Enabled Services, by using Telecom Resources provided by Authorised Telecom Service Providers.{{cn|date=October 2023}} The 'Telecom Resource' means Telecom facilities used by the OSP including, but not limited to Public Switched Telecom Network (PSTN), Public Land Mobile Network (PLMN), Integrated Services Digital Network (ISDN) and /or the telecom bandwidth provided by authorized telecom service provider having valid licence under Indian Telegraph Act, 1885.{{cn|date=October 2023}} The 'Company' means a company registered under Indian Companies Act including foreign companies permitted by RBI under Foreign Exchange Management Regulations and registered under Part-XI(Section 591 to 608) of the Companies Act, 1956 for setting up a place of business in India.{{cn|date=October 2023}} 'Domestic OSP' are the OSP providing the Application Services within national boundaries. 'International OSP' are the OSP providing the Application Services beyond national boundaries.{{cn|date=October 2023}}

(1) Registration may be granted to any company to provide Application Services. These service providers will not infringe on the jurisdiction of other Authorised Telecom Service Providers and they will not provide switched telephony.{{cn|date=October 2023}} (2) The entities entitled for OSP registration must be a company registered under Indian Companies Act, 1956.{{cn|date=October 2023}} (3) A Company may apply for registration to the Authority in the proforma prescribed by the Authority from time to time.{{cn|date=October 2023}}

It is mandatory to get new Registration Number allotted by the Online OSP Registration system for the existing OSP Registrations. In case you have existing registered OSP sites for which you would like to get the new Registration Number from the system please contact Assistant Director General (ADG) of the concerned Telecom Enforcement, Resource and Monitoring Cell (TERM Cell)[http://dot.gov.in/vtm/vtm.htm] {{webarchive|url=https://web.archive.org/web/20120915140722/http://dot.gov.in/vtm/vtm.htm|date=15 September 2012}} preferably before applying for the login-id from the system.

Bangalore, Chennai, Hyderabad, Gurgaon, NCR, Ahmedabad, Mumbai and Pune are Tier I cities that are leading IT cities in India.{{cn|date=October 2023}}

With rising infrastructure costs in these cities, many BPO's are shifting operations to Tier II cities like Nashik, Sangli, Aurangabad (Maharashtra), Mangalore, Mysore, Hubli-Dharwad, Belgaum, Coimbatore, Nagpur, Trichy, Calicut, Kochi, Trivandrum, Chandigarh, Mohali, Panchkula, Bhubaneshwar, Jaipur, Visakhapatnam, Raipur and Lucknow.{{cn|date=October 2023}} Jammu and Kashmir have become new hubs for outsourcing.{{cn|date=October 2023}}

Tier II cities offer lower business process overhead compared to Tier I cities, but have a less reliable infrastructure system which may hamper dedicated operations.{{cn|date=October 2023}} The Government of India in partnership with private infrastructure corporations is working on bringing all around development and providing robust infrastructure all over the nation.{{cn|date=October 2023}}

The BPO industry in India has attracted criticism from some observers.

• Shehzad Nadeem, of the Sociology Department at Lehman College, City University of New York, reports that Indian call-centre employees, to confirm to expectations of the US consumers who they support long-distance, are expected to imitate the Western employees they have replaced in terms of the use of US vernacular, even temporarily adopting an Anglo name during the call. While this is true, Nadeem claims further that this temporary switch to an American-like identity inflicts psychological distress, and has led to the adoption of Western-style-consumer lifestyles by the employees, who earn far more than their compatriots.Nadeem, Shehzad (2011). Dead Ringers:How Outsourcing is Changing the Way Indians Understand Themselves, Princeton University Press, New Jersey. {{ISBN|0691147876}}.
• Jyoti Saraswati of the Stern School of Business, New York University, claims that the outsourcing industry's political influence far exceeds the industry's economic contribution, and has allowed the industry to secure the support and resources of the Indian state ahead of other sectors of the national economy where the developmental returns would be far greater.Saraswati, Jyoti (2012). Dot.compradors: Power and Policy in the Development of the Indian Software Industry, Pluto Press, London. {{ISBN|9780745332659}}.

{{Portal|India|Business}}

General

• H-1B visa
• Globalisation
• Software Technology Parks of India
• Nalini by Day, Nancy by Night, 2005 documentary on outsourcing in India

Large BPO parks

• Tidel Park
• HITEC City
• Silicon Valley of India

Economy

• Economy of India
• Remittances to India
• Foreign trade of India
• List of exports of India
• Largest trading partners of India
• Information technology in India
• Indianisation

{{reflist|30em}}

• {{cite book

| last = Aalders

| first = Rob

| title = The IT Outsourcing Guide

| date = 8 August 2001

| publisher = Wiley

| isbn = 0-471-49935-8}}

• {{cite book

| last = Brown

| first = Douglas

| title = The Black Book of Outsourcing: How to Manage the Changes, Challenges, and Opportunities

| date = 2 May 2005

| publisher = Wiley

| isbn = 0-471-71889-0}}

• {{cite book

| last = Das

| first = Gurcharan

| title = India Unbound: The Social and Economic Revolution from Independence to the Global Information Age

| year = 2002

| publisher = Knopf Doubleday Publishing

| isbn = 0-385-72074-2}}

• {{cite book

| last = Davies

| first = Paul

| title = What's This India Business?: Offshoring, Outsourcing, and the Global Services Revolution

| year = 2004

| publisher = Nicholas Brealey International

| isbn = 1-904838-00-6}}

• {{cite book

| last = Friedman

| first = Thomas L.

| title = The World Is Flat: A Brief History of the Twenty-First Century

| year = 2005

| publisher = Macmillan

| isbn = 0-374-29288-4}}

• {{cite book

| last = Kobayashi-Hillary

| first = Mark

| title = Who Moved My Job?

| isbn = 978-1-4092-7107-9}}

• {{cite book

| last = Kobayashi-Hillary

| first = Mark

| title = Building a Future with BRICs: The Next Decade for Offshoring

| date = 8 October 2007

| publisher = Springer

| isbn = 978-3-540-46453-2}}

• {{cite book

| last = Kobayashi-Hillary

| first = Mark

| title = Outsourcing to India: The Offshore Advantage

| year = 2004

| publisher = Springer

| isbn = 3-540-20855-0}}

• {{cite book

| last = Kobayashi-Hillary

| first = Mark

| title = Global Services: Moving to a Level Playing Field

| year = 2007

| publisher = BCS, The Chartered Institute

| isbn = 978-1-902505-83-1}}

• Nadeem, Shehzad. Dead Ringers:How Outsourcing is Changing the Way Indians Understand Themselves. {{ISBN|0691147876}}.
• Saraswati, Jyoti. Dot.compradors: Power and Policy in the Development of the Indian Software Industry. {{ISBN|9780745332659}}.
• {{cite book

| last = Sengupta

| first = Arunabha

| title = Labyrinth

| date = June 2006

| isbn = 0-595-39697-6}}

• [https://web.archive.org/web/20190304141011/http://nasscom.org/ NASSCOM] (National Association of Software & Service Companies)
• [https://web.archive.org/web/20060225175441/http://www.mit.gov.in/ Ministry of Communications & Information Technology], Department of Information Technology, India

Articles

• [https://web.archive.org/web/20061027224013/http://www.businessweek.com/magazine/content/03_49/b3861001_mz001.htm The Rise Of India], Business Week Online
• [http://www.cio.com/archive/060103/outsourcing.html Inside Outsourcing in India], CIO.com
• [https://www.washingtonpost.com/wp-dyn/content/article/2006/01/10/AR2006011001687.html India's New Faces of Outsourcing], The Washington Post
• [https://web.archive.org/web/20061028000947/http://msnbc.msn.com/id/11571580/site/newsweek Outsourcing: Silicon Valley East], MSNBC
• [https://web.archive.org/web/20050113054444/http://www.time.com/time/magazine/article/0,9171,1101030804-471198,00.html Where the Good Jobs Are Going], Jyoti Thottam, Time.com
• [https://web.archive.org/web/20130227003926/http://www.nbcnews.com/id/6621014 Some U.S. hospitals outsourcing work: Shortage of radiologists spurs growing telemedicine trend], Associated Press

Videos

• [https://www.youtube.com/watch.php?v=jQaHrcwKsoc The Other Side of Outsourcing], Discovery Times Channel
• [http://www.news8austin.com/content/news_8_explores/outsourcing_to_india/ Exporting IT: Austin to India], News 8 Austin
• [https://web.archive.org/web/20121103154918/http://news.cnet.com/1606-2-6068272.html Will India's outsourcing boom ever bust?]: Infosys Chairman talks outsourcing, News.com
• [http://www.eweek.com/article2/0,1895,2047249,00.asp India 101 on eweek Video Seminars hosted by Stan Gibson]
• [https://abcnews.go.com/Video/playerIndex?id=1674437 The Rise of India], ABC News

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