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Guest Lecture Series: Innovation in Service Delivery

On 8th Jan, 2011, we had a guest lecture by Mr Puneet Gupta, Head of Technology Innovation Hub and Large Service Delivery at Wipro Technologies, on a very interesting topic “Innovation in Service Delivery”.

He first talked about Industrialization of services both IT and non IT which bring about a fact how services have evolved since Industrial revolution to Industrialized service revolution. In Present scenario services are characterized by global network, Internet, standardization of processes, computing power and global workforce.

He moved on to discuss, Innovation and defined is as “successful exploitation of new ideas” He talked about different types of Innovation such as Incremental, Radical, Breakthrough and Game changer. But interesting part came when he discussed Innovation in IT context. He explained that Innovation is needed in IT service Industry due to increased competition, Market Globalization, Evolving technology architecture, Convergence of Market Forces and Increasingly sophisticated clients.
This is how IT service Industry is continuously innovating:

  • Ver. 1.0 : Body shopping model of the 1990s
  • Ver. 2.0 : Onsite – offshore model , Outsourcing , Shared Services ,Near shore
  • Ver. 3.0: Global Delivery Model by end 2000s
  • Ver. 4.0 : Move Up the Value Chain and Reduce the linearity between revenue and employee numbers

He even explained in quite detail about the evolution of global sourcing from a heterogeneous process to standardized and centralized processes that finally move to outsourcing/offshoring and distributed delivery

While Multinational companies (U.S and European- have massively expanded their presence offshore eastward in India and China (example IBM, HP- EDS, Accenture and Capgemini), Indian service providers have also significantly expanded their presence nearshore- for example Wipro recently announced that it was opening a BPO center in Brazil, Infosys in 2007 announced that it was acquiring Philips electronic’s captive F&A centers in Poland, India and Thailand.

He ended his talk with this quote:
“An established company which, in an age demanding innovation, is not able to innovate, is doomed to decline and extinction.”

By Peter Drucker

Posted by Prof Sheetal Kalra