ORGANIZATIONAL STUDY & A RESEARCH PROJECT ON COMPETITIVE INTELLIGENCE AT e4e BUSINESS SOLUTIONS INDIA PVT LTD, Bangalore

Submitted in partial fulfillment of the requirements of the M.B.A Degree Course of Bangalore University By MANU GOWDA S V MANU GOWDA S V Regiisttrattiion No:: 06XQCM6099 Reg s ra on No 06XQCM6099 2006-- 2008 2006 2008 M.P.BIRLA INSTITUTE OF MANAGEMENT Associate Bharathiya Vidya Bhavan # 43, Race Course Road BANGALORE-560001
Under the Guidance of

Mr. RUDRAMURTHY B V Professor M P Birla Institute of

Mr. PRASHANTH P Director, Sales Operations e4e Business Solutions India Pvt Ltd

M. PRASHANTH P Director, Sales Operations

DECLARATION

hereby

declare

that

this

INTERNSHIP

REPORT

on

ORGANIZATIONAL STUDY & A RESEARCH PROJECT ON COMPETITIVE INTELLIGENCE at e4e BUSINESS SOLUTIONS INDIA PVT LTD, Bangalore, is a record of independent work carried out by me towards partial fulfillment of the requirements of the Master of Business Administration course of Bangalore University at M P Birla Institute of Management. The report has not been submitted in part or full towards any other degree or diploma.

Place: Bangalore Gowda S V Date: 06XQCM6099

Manu

Registration No. :

CERTIFICATE

This is to certify that the INTERNSHIP REPORT on ORGANIZATIONAL STUDY & A RESEARCH PROJECT ON COMPETITIVE INTELLIGENCE at e4e BUSINESS SOLUTIONS INDIA PVT LTD, Bangalore, has been prepared by Mr. Manu Gowda S V bearing the registration No. 06XQCM6099 under the guidance and supervision of Mr. B V Rudramurthy, Professor, M P Birla Institute of Management, Bangalore.

Place: Bangalore Date:

Dr. N S MALLAVALI (Principal)

CERTIFICATE

This is to certify that the INTERNSHIP REPORT on ORGANIZATIONAL STUDY & A RESEARCH PROJECT ON COMPETITIVE INTELLIGENCE at e4e BUSINESS SOLUTIONS INDIA PVT LTD, Bangalore, has been prepared by Mr. Manu Gowda S V bearing the registration No. 06XQCM6099. It is a bonafide work and has been carried out under my guidance and supervision, during the academic year 2006-08 in partial requirement for the award of MBA degree by Bangalore University. To the best of my knowledge this report has not formed the basis for the award of any other degree or diploma.

Place: Bangalore Date:

Mr. B V RUDRAMURTHY (Professor)

ACKNOWLEDGEMENTS

I wish to thank Mr. PRASHANTH P. Director, Sales Operation for all his understanding, for sharing his experience and for his humbleness in making learn things better. He was a great source of inspiration for me.

I wish to express my thanks to Mr. B V Rudramurthy, my professor and internal guide, for his constant support and guidance.

Thanks to my family and friends for their support.

Manu Gowda S V

EXECUTIVE SUMMARY
The MBA course offered by the Bangalore University has its own unique syllabus which requires its MBA students to undertake an INTERNSHIP PROGRAM with any of the leading business houses for a period ranging from 6 weeks to 8 weeks between second and third semester. The purpose of this internship is to enable the students to appreciate and understand the nuances of the practical world vis--vis the theoretical input administered during regular academic sessions. This helps in creating Managers who are equipped with the experience of linking the theoretical inputs with those of practical exposure and come out with creative solutions / ideas in enhancing the business. In partial fulfillment of MBA degree of Bangalore University I took up Organization Study and a research project titled Competitive Intelligence at e4e BUSINESS SOLUTIONS, Bangalore.

e4e BUSINESS SOLUTIONS headquartered at Santa Clara, CA, USA was established in November 1999. Through its strategic business units it provides BUSINESS PROCESS OUTSOURCING services to clients across USA, EMEA (Europe Middle-East Africa) & APAC (Asia Pacific) from its delivery centers.

TABLE OF CONTENTS
CHAPTER 1 1.1 2 3 3.1 3.2 3.3 3.4 3.5 3.6 3.7 4 4.1 4.1 A 4.1 B 4.1 C 4.2 4.2 A 4.2 B 4.2 C 4.2 D 4.3 4.3 A 4.3 B PART 1- ORGANIZATION STUDY BPO INDUSTRY PROFILE Advantage India TOP BPO COMPANIES COMPANY PROFILE Company Profile Promoters Board of Directors Vision Mission Location matrix Clients SERVICES OFFERED FINANCIAL SERVICES Loan Acquisition Loan Processing Verification Services TECHNOLOGY SERVICES Technical Support Application structure Testing Software Engineering HEALTH CARE SRVICES Provider Service Payer Service 25 27 28 29 30 31 35 38 39 40 41 43 17 18 21 22 22 23 24 PAGE NO. 1 7 16

5 6 7 8

MANAGEMENT TEAM ORGANIZATION STRUCTURE FUNCTIONAL DEPARTMENTS SWOT PART 2- Research Project

45 47 48 52

9 9.1 9.2 9.3 9.4 9.5 9.6 10 10.1 10.2 11 12

Part 2A- Research Background NEED AND IMPORTANCE OF THE STUDY PROBLEM STATEMENT RESEARCH OBJECTIVE LIMITATIONS COMPETITIVE INTELLIGENCE RESEARCH DESIGN Part 2B- Research Findings INFERENCE SUGGESTIONS FOR FURTHER RESEARCH BIBLIOGRAPHY CHARTS

55 56 57 58 59 60 61 63 74 75 76 29,30,31 & 44

1.

BPO INDUSTRY PROFILE

All about BPO

BPO or Business Process Outsourcing refers to the rearrangement of entire business functions to some other service providers, mainly in low cost locations. The service provider may be either self-owned or a third party. This relocation or contracting out of business processes to an outside provider is mainly to achieve increased shareholder value.

Some of the general services provided by the BPOs are Receivables and Payables, Inventory Management, Order Processing, Budget Analysis, Cash flow Analysis, Reconciliation, Data Entry, Payroll Processing, QuickBooks

Accounting, Financial Statement Preparation and Accounting Services. Some of the web based services include live online sales and order entry, E-commerce transaction support, Live online enquiry handling, Web Design/Development etc.

Here it is important to note that though BPO may include both IT management and business operations. Business operations include relocating functions such as payroll, accounting, billing or even real estate management to a third party. Invariably all these business processes depend on IT but they are separate from hard-core IT operations like data center activities or network administration. An important facet of business process outsourcing is its ability to free corporate executives from some of their day-to-day process management responsibilities and duties.

BPO

(Business

Process

Outsourcing)

involves

business

process

management and outsourcing. Business process management uses technology aimed at redesigning the process, reduce unnecessary steps, and remove redundancies. On the other hand outsourcing uses expertise and resources of dedicated outside service providers to perform many of these vital yet non-core activities. BPO performs both the functions at the same time, thereby speeding implementation and ensuring that the intended benefits really hit the bottom line.

Need For BPO

Benefits accrued as a result of outsourcing are numerous. BPO or outsourcing is advantageous as it links to shareholder value. Business Process Outsourcing is about optimizing business performance to attain value creation. There has been a tremendous upsurge in BPO and outsourcing industry in many developing countries like India because of their (BPO) expertise in reducing costs while increasing service quality.

Another great BPO benefit is that it helps companies to focus on core areas. Companies generally outsource processes to reallocate accountability and control costs. Thus the management is in a better position to focus on core areas. Outsourcing also helps companies to avoid capital expenditures, which is in particular important in non-core areas that may need new systems and up gradation. By and large, companies only want to spend money on core areas.

Reduction in costs is another BPO benefit. BPO provides quantifiable benefits through improved efficiencies, lower overhead, reduced payroll and

benefit expenses, and fewer capital investments. Other BPO benefits include assurance of best practices, skills, and technology. It is important to note that BPO provides access to proprietary workflow systems, process reengineering skills, and innovative staffing and delivery models, coupled with world-class technology delivered by experts.

Productivity Improvements

An important facet of business process outsourcing is its ability to free corporate executives from some of their day-to-day process management responsibilities. Conventionally, executives spend 80 percent of their time in management of details and only 20 percent on formulating strategies. But the scenario is remarkably different when the business process is outsourced. Once a process is successfully outsourced, the ratio can be easily reversed. In such situations, executives get more time. This saved time helps them tremendously to explore new revenue areas, accelerate other projects and focus on their customers. This, beyond doubt, leads to productivity improvements.

Companies that outsource their business processes are often able to capture new efficiencies and in the process improve upon their productivity. They are in a better position to reallocate their resources to other important projects. This also helps their employees to increase their efficiency and productivity. In most cases, high-caliber subject-matter experts are brought in to design and manage these processes. They bring with them increased productivity and years of experience

that most companies don't have access to or can't afford on their own. Availability of highly qualified skill pool and faster adoption of well-defined business processes leads to productivity improvements without compromising on quality.

Cost Savings

One of the most important benefits and advantages of outsourcing the business processes is in terms of cost savings. The companies that outsource their work have the access to the best of talent and expertise in the BPO field and that too at very low wages. Various studies have indicated that for every one dollar invested in BPOs across India, the value derived by the US economy is between $12-14. This is what makes the outsourcing to India an irreversible process. It is a reality that the companies which have shifted their BPO work to India have garnered savings of around 40-50% till now.

American BFSI (Banking & Financial Services Industry) companies have saved more than $6 billion in the last four years by outsourcing their business to India. It is a simple fact that if a bank shifts work of 1000 people from US to India it can save about $18 million a year due to lower costs in India. Similarly, in the field of pharmacy research and development, firms can reduce the cost of developing a new drug, currently estimated at between $600 million and $900 million by as much as $200 million if development work is outsourced to India. In the US/UK 67-72% of costs incurred by call centers are directly linked to man power costs whereas call centers in India spend only 33-40% of costs on man power. This includes spending on training, benefits and other incentives for labor.

Improved HR

Improved HR is another great advantage of outsourcing business processes. Several market studies have shown that HR outsourcing can lead to cost savings in the range of 20-40 percent for customers. It also leads to improved HR. HR Business Process Outsourcing (HR BPO) is a market that has experienced substantial growth over the past few years and is now set for even more rapid expansion. This is based on the fact that gradually more companies are looking at outsourcing transactions and processes to create a more strategically focused HR function.

Clearly, companies all over the world are getting motivated to outsource their HR processes and transactions to run their HR functions more efficiently, free the HR function to focus on strategic people practices that drive growth and add to the organization's long term success and facilitate their professionals to add value to their business. Companies today, require complete domestic and global HR delivery through systems and processes that can generate economies of scale to reduce or eliminate their need to make future investments in quickly outdated technology. Companies can save between 20-40 percent of their HR costs, depending on their business priorities and the pace at which they want to move.

Focus On Core Competency

Business Process Outsourcing gives tremendous help to the companies to concentrate more on the core areas of their business. The most important factor behind the growth in the BPO market world wide today is an increase in the number of enterprises that are reviewing their internal operations in an attempt to fully understand their true core competencies. In the process they are able to focus more on their core competencies. Business Process Outsourcing gives more freedom to the management to focus more time, energy, and resources on building the company's core businesses. It is because the BPOs assume full responsibility for managing the day-to-day back-office operations.

Once outsourcing of certain processes take place it becomes easier for the company to compare and evaluate the efficiency and effectiveness of services that are being delivered from outside and inside. This decision-making process often includes an evaluation of the cost of owning technology - with its associated support costs, that are not core to the enterprise (HR is one such example). This trend is leading to an increased keenness to outsource processes that are considered non-core, yet critical activities. These critical activities include claims administration, HR services and payment services.

1.1

ADVANTAGE INDIA
Today, India is undoubtedly the most favored IT/BPO destination of the

world. This raises the question why most of the big MNCs are interested in outsourcing their operations to BPOs in India. The answer is very simple- India is home to large and skilled human resources. India has inherent strengths, which have made it a major success as an outsourcing destination. India produces the largest number of graduates in the world. The name of India has become synonymous with that of BPOs and IT industry.

Human Resource

Besides being technically sound, the work force is proficient in English and work at lower wages in comparison to other developed countries of the world. India also has a distinct advantage of being in a different time zone that gives it flexibility in working hours. All these factors make the Indian BPOs more efficient and cost effective. In order to meet the growing international demand for lucrative, customer-interaction centers, many organizations worldwide are looking to BPO India.

Availability of suitable human resources is one of those factors which have made India one of the hotspots of BPO/IT industry. India is home to a vast pool of human resources consisting of educated, English speaking, tech-savvy personnel. Every year, approximately 19 million students are enrolled in high schools and 10 million students in pre-graduate degree courses across India. Moreover, 2.1 million graduates and 0.3 million post-graduates pass out of India's non-engineering colleges. These figures very well give the idea of human resources availability in India.

This great pool of human resources holds the key to IT/BPO destination i.e. India. If the flow from high schools to graduate courses increases even

marginally, there will be a massive increase in the number of skilled workers available to the IT/BPO industry.

Language

India definitely enjoys the benefits of a vast pool of skilled workers who are proficient in English language. Most of the graduates have the knowledge of English language. Thus, language is one of those factors which attract MNCs to contract out their business operations to Indian BPOs and IT companies. Though there are competitors like China which also have a large pool of skilled workers but they don't have enough graduates who have command over English language.

In addition to this the Indian education system also places strong emphasis on mathematics and science. This has resulted into a large number of science and engineering graduates. Mastery over quantitative concepts coupled with English proficiency makes India one of the hot spots of the IT/BPO world. It has enabled the India to take advantage of the current international demand for IT.

Government Policies

The Indian government realizes that IT/BPO has the potential to influence extensive economic development in the country. IT is now one of the top priorities of the Indian government and favorable policies are being formulated to extract maximum benefits from the industry. Here, we are highlighting some of the government policies which have proved very beneficial in the growth of IT/BPO industry. These favorable government policies have gone a long way in making India a BPO/IT hub.

1. The reforms have reduced licensing requirements and made foreign

technology accessible. The reforms have also removed restrictions on investment and made the process of investment easier. This has tremendously helped the IT/BPO industries.
2. The Indian government is actively promoting FDI and investments from

NRIs (Non-Resident Indians). FDI can be brought in through the automatic route, based on powers accorded to the Reserve Bank of India.
3. In pursuance of liberalization and globalization, the Indian government

has

been

formulating

and

implementing

more

transparent

and

investment friendly policies. This is now reflecting in many areas. Till 1994, DOT was the sole provider of basic telecom services in India but the new telecom policy opened the field to the private operators as well. It has made India one of the fastest growing countries in the field of telecom.

4. Another significant example of the liberal policy of the Indian government

is the IT Act. The IT Bill passed in 2000 provides a legal framework for the recognition of electronic contracts, prevention of computer crimes, electronic filing of documents, etc.
5. In pursuance of the liberal policies, the Indian government has been

continuously proposing amendments in the Indian Evidence Act, Indian Penal Code and the RBI Act. The mechanism of digital signature has been proposed to address the issues of jurisdiction, authentication and origination.

Infrastructure

Improved infrastructure is another important factor which has helped India to achieve tremendous success in the field of IT/BPO. There has been tremendous growth and improvement in telecom, power and roads infrastructure in the last few years in India.

Relevant telecom facilities are an important precondition for the success of the software and BPO industry. The Indian government has taken numerous steps to improve the telecom infrastructure in the country. The international bandwidth situation has improved dramatically over the last 3 years. The privatization of the telecom Industry has resulted not only in significant drop in rates but also better services. The telecom costs have dropped by about 85% in 3 years.

Similar changes have been observed in the power sector infrastructure as well. Power availability has also improved dramatically over the last few years. This has gone a long way in ensuring uninterrupted power supply to the IT/BPO destinations like Bangalore, Delhi, Chennai, Bombay, Pune and Calcutta. In addition to this state governments in India have undertaken reforms in the power sector to improve power supply to ITES companies.

The overall roads and highways infrastructure scenario in India has also witnessed major improvements over the last few years. We have now entered the arena of multi lane highways. Most of the cities and towns are connected and interlinked to each other. Major investments have gone into the development of highways, both on the side of the central and state Governments.

Cost Effectiveness

Cost effective man power is yet another important factor which makes India a hot spot of IT/BPO industry. With a vast pool of skilled human resources ready to work at lower wages in comparison to the European or American countries India is attracting business process outsourcing. In a call interaction center operation, manpower typically accounts for 55 to 60 percent of the total cost. Besides being cost effective, Indians are also skilled and fulfill all the requirements of the IT/BPO industry.

In India, the manpower cost is approximately one-tenth of what it is overseas. For example, per agent cost in USA is approximately $40,000 while in India it is only $5,000. It is but natural that companies contract out their work to cost effective destinations like India. India produces about 100,000 engineers every year. These can be used in call centers for troubleshooting/tech support, as the salaries are dramatically lower than in Europe or the US. In such situations MNCs choose to outsource their business processes to cost effective India rather than off shoring to other costly destinations.

Time Zone Difference

India has an 8-12 hour time zone difference with respect to the US and other developed markets. It is of great advantage in BPO operations, which offers reduced turnaround times, since processing services are performed at night hours in the developed countries. India is able to offer a 24x7 services and reduction in turnaround times by leveraging time zone differences. This difference in time zone is because of India's unique geographic location. When it is day in India, it is night in America and even as we go to bed, they rise and go to work. This time difference has been intelligently brought to their advantage by the call centers/BPOs.

Most of the Indian call centers servicing American customers have timings between 5:30 p.m. to 9:30 a.m. This time zone difference benefits not only the Americans but also the Indians. Not only does the time difference allow Indian companies/BPOs/Call centers to service American clients by working in the nights, it also helps in better utilization of their resources. The companies can utilize the same resources to serve other clients in India and abroad during the day. Thus the time zone difference also helps in sharing of resources which, in turn, saves costs and also earns call centers better revenues.

Some Quick Facts about BPO Industry

1. The objective of the government policies has been to sustain competitive advantages in human resource, telecom and other infrastructure areas.

2. The Indian IT-BPO sector (including the domestic and exports segments) is growing at an estimated 28 percent in FY2007.

3. Banking, Financial Services and Insurance, and Technology (Hi-tech/ telecom) are the main verticals, accounting for nearly 60 percent of the total; Manufacturing, Retail, Media, Utilities, Healthcare and

Transportation follow also growing rapidly.

4. Abundant talent: Indias young demographic profile is an inherent advantage.

5. Telecommunications infrastructure the key elements of business infrastructure required for running an IT-BPO operation have been instrumental in supporting the growth of the sector.

6. Cost advantage, attributed to the wide differential in wage-costs and productivity gains achieved by firms in sourcing from India, continues to be a compelling driver of decisions to source services from India.

7. Laws such as the IT Act 2000, Indian Copyright Act, Indian Penal Code Act and the Indian Contract Act, 1972 provide adequate safeguards to companies off shoring work to US and UK

8. NASSCOM McKinsey report projects BPO exports at $25 billion in 2010 and direct employment at over a million persons

9. For every person who gets a BPO job, hundreds of friends, relatives and neighbors are inspired and see hope, which channelises the energy of the young to constructive purpose

10. In FY 07, the Indian ITES-BPO segment grew by 33.5% per cent contributing USD 8.4 billion to the total software and services exports of USD 31.4 billion.

TOP BPO COMPANIES

NASSCOMs Ranking of Third Party ITES-BPO Companies FY06-07

Rank 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

Companies Genpact WNS Global Services Transworks Information Services IBM-Daksh TCS BPO WIPRO BPO FirstSource Solution HCL BPO Infosys BPO EXL Service Holdings Citi Group Services Aegis BPO Services HTMT Global Services 24/7 Customer Mphasis BPO

3.1

COMPANY PROFILE
e4e BUSINESS SOLUTIONS headquartered at Santa Clara, CA, USA

was established in November 1999, promoted by Dr. Sridhar Mitta, Mr. Somshankar Das and Mr. K B Chandrashekar.

Through its Strategic Business Units- Support Practice & Appli Structure in Technology, Financial and Health Care it provides BUSINESS PROCESS OUTSOURCING services to clients across USA, EMEA (Europe Middle-East Africa) & APAC (Asia Pacific) from its delivery centers in Phoenix, AZ, USA Kaulalumpur, Malaysia Hunt Valley, ML, USA Bangalore, India Glasgow, Scotland Chennai, India

With sales support offices in Austin, Colorado, New Jersy and London.

e4es Policies are customer centric; decisions related to internal policies are taken by respective department heads and that of external by operations. At e4e customers form the top part of the organizational hierarchy followed by people who interact with them and then by the rest of the organization. e4e is being rightly rewarded with double digit revenue growth for its customer centric policies with 3500 employees.

In the year 2000 e4e started mortgage outsourcing service. In the year 2006 e4e Business Solutions entered unto the Health Care Facility and in 2007 started off Chennai facility housing 1200 employees.

3.2

PROMOTERS

Mr. Somshankar Das President, CEO and e4e Founder

Somshankar Das (Som) is e4e's President and Chief Executive Officer and co-founder. He has 31 years of experience in various roles in management, High Tech and Venture capital businesses.

Prior to joining e4e, Som was a General Partner with Walden International, a first tier global venture capital firm. At Walden, Som specialized in semiconductor, software, IT service, and Internet infrastructure markets. Som was instrumental in creating a portfolio of service companies including Mind Tree Consulting, Techspan (acquired by Headstrong), Sierra Atlantic, WebEx (NASDAQ: WEBX), and Unimobile. He also established the Walden India Nikko Fund in 1998, the first technology focused Venture Capital fund in India.

Som has over twelve years of management experience in the US semiconductor industry, and was actively involved in establishing Malaysia 's first commercial silicon wafer foundry. Prior to joining Walden, he was Director for Worldwide Business Development at VLSI Technology, Inc. and was previously an Officer in the elite Indian Administrative Service in India for 11 years.

Som currently serves on the board of directors of Aztec Software, a public company listed on the Bombay Stock Exchange in India .

Som holds an MBA from Stanford University and an MS in Physics and Mathematics from Calcutta University.

Dr. Sridhar Mitta Managing Director, CTO & e4e India Founder

Dr. Sridhar Mitta, Managing Director and Chief Technology Officer of e4e in India brings extraordinary technological and strategic depth to e4e.

For over 30 years, Sridhar has been an internationally recognized expert in the management of Research and Development in Information Technology. He was the founder and CEO of Santa Clara, California based EnThink Inc. an intellectual property design and licensing start-up for semiconductor building blocks for Internet Appliances.

He was involved with Wipro Limited since its inception in 1980 and played a key role in Wipro achieving technology leadership. As its Chief Technology Officer and the head of Wipro's Global R&D he spearheaded strategies which transformed the captive business unit into a profit center. He pioneered global delivery of outsourced product development services to technology majors such as Intel Corporation, Cisco Systems, Lucent Technologies, and Sun

Microsystems. Wipro became the highest valued company in India during his tenure.

Sridhar holds a PhD and MS from Oklahoma State University; an MS from the Indian Institute of Technology, Kharagpur; and an undergraduate degree in Electrical and Communication Engineering from Andhra University, India. He is a senior member of IEEE and Fellow of Indian National Academy of Engineering.

Mr. K B CHANDRASHEKAR Chairman of the Board

K.B. Chandrasekhar ("Chandra") co-founded and is Chairman of e4e Inc. a global technology holding company and full-service operating enterprise. In addition to his leadership role in e4e, Chandra is also a co-founder, CEO, and Chairman of Jamcracker, Inc., an on-demand software company.

Serving since 1998 on the Board of Directors for Aztec Software and Technology Services Limited, a publicly traded company in the Bombay Stock Exchange, Chandra was appointed Chairman in 2004. He is actively involved in assisting entrepreneurs and is currently associated with more than 20 projects in which he has invested.

In 1990, Chandra moved to the United States as country manager for Rolta India, Ltd., where he was responsible for business development, marketing, and software consulting services. Chandra began his career in 1983 at Wipro, an Indian information technology company, as a customer support engineer. During his seven years with the company, he advanced through various sales, marketing, and support functions including building highly available networks for satellite applications and managing marketing for its European clients.

Chandra was born and raised in Chennai, India and holds a bachelor's degree in Electrical and Electronic Engineering from Anna University.

3.3

BOARD OF DIRECTORS

K.B. Chandrasekhar Chairman of the Board

Deepak Kamra Director

William Melton Director

Somshankar Das President, CEO & e4e Founder

Dr. Sridhar Mitta Managing Director, CTO & e4e India Founder

3.4

Vision

To provide Business Value through Services

3.5

Mission

To be recognized as a Global Business Services Company, delivering differentiated services in our chosen vertical markets

3.6

LOCATION MATRIX
USA

UK

INDIA

3.7

e4es CLIENTS

4. 4.1

SERVICES OFFERED Financial Services

e4e provides financial services to more than 100 big and small clients

helping them to reduce costs, improve profit margins and enhance process efficiencies. Our real success is rooted in one overarching idea - continuous improvement of our customers experiences, profitability and process efficiency.

Mortgage Industry today Mortgage brokers and lenders are facing three major challenges unpredictable demand, crowded supplier market and higher regulatory oversight.

As a consequence more brokers are chasing a small number of loans and lenders have to deal with higher risk and declining profit margins.

Competing in this environment requires brokers and lenders to reconsider their business strategies to acquire more customers, reduce application processing costs and time, reduce capital risk and overheads, and achieve regulatory compliance.

MORTGAGE SERVICE

Delineating the mortgage outsourcing industry Since 2000, when e4e started out into the mortgage outsourcing business, e4e has helped more than 100 big and small clients reap the benefits of investments in business

Process development, technology and staff, all of which reduce costs, improve profit margins, and enhance process efficiencies.

In the past 2 years, e4e has closed and serviced over $16 billion in mortgages. e4e has continuously added layer upon layer of sustainable expertise to their internal processes and technology, keeping in mind each client brings its own unique challenges and specific needs.

Our unique global mortgage-outsourcing model is the solution that can help you achieve the benefits of outsourcing while keeping your costs at the lowest.

4.1 A Loan Acquisition

Tele sales Loan Acquisition 1. Increase your loan pipeline 2. Live transfers of interested applicants ensure higher loan closure rate 3. Pay for performance. You pay only for each lead delivered 4. Relevant information for each qualified lead transferred to loan officer 5. We offer flexible programs to suit your requirements

Tele sales with Do Not Call compliant lead lists

Live transfers of qualified leads to Loan Officers

In house center to offer Guaranteed Quality Exclusive Leads for every client

4.2 B Loan Processing

e4e offers loan processing services around the clock with quick turnaround time. Now you can close more loans, focus on your customers and reduce your loan processing time and cost by half by benefiting from e4es fast, cost effective loan processing.

Doc review Verification Services Doc Prep Post Close Audit Application Management Vendor Management

Inference with: Appraisal Company Title Company Flood Service Company

Verification Services Mortgage Verification Employment Verification Insurance Verification Payoff Verification Bundling Support

Customer Management Inbound Call Centre Support Email/Chat Support

4.3 C Loan Verification

The value proposition for the customer is unique. Unlike automated verification companies that charge high prices and only verify less than 15% of those presented, we are the lowest price per verification and complete over 80% of all requests in 3 business days.

Payoff Verification

Asset Verification

Insurance Verification

Verification Services

Mortgage Verification

Employment Verification

4.2

Technology Services
e4es Technology Services spans the process of developing, testing as

well as management and deployment of business applications. It also includes ongoing technical support for enterprise and consumer users. e4es technology services tie in closely with our business process offerings so that companies IT assets are leveraged to deliver what they are intended to More Business Value for less cost.

4.2 A TECHNICAL SUPPORT - e4e addresses 2 important markets for technical support

1. Enterprise technical support

There are several products, applications, services deployed in critical infrastructure in large enterprises. These products, applications, services are used by sophisticated and technically sound staff like network administrators, system administrators, software administrators. When they seek technical support, they expect to talk to a product and functional specialist capable of understanding their issues in a comprehensive manner and someone who can provide diagnostic and remedial help. When the products, applications, services are down, usually its a business or mission critical situation. The transaction volumes are comparatively less in an enterprise technical support scenario, but each call could be of extreme importance to the vendor. e4e today supports several leading consumer electronics, computer and software vendors in this market segment.

2. Consumer technical support

There are products, services, applications that are used by the end user. These are used by people who are less sophisticated technically. The volume of end users could be very high and they must be generating a large volume of transactions for technical support. e4e today supports several leading consumer electronics, computer and software vendors in this market segment.

TECHNICAL SUPPORT SERVICE OFFERINGS ARE:

1) 24x7 Level 1 to Level 3 technical support a) Level 1 support is defined as the first point of contact for a service request.

Level 1 technical support typically includes the following support activities: Answers to 'how-to' and navigational questions, resolution of simple product problems, troubleshooting of technical problems (including connectivity, configuration, etc.), administration (password resets, etc.), diagnostic processing and gathering of technical troubleshooting

information, escalation to Level 2 for problems which cannot be resolved at Level 1, and case ownership to resolution
b) Level 2 support escalation handling from Level 1 c) Level 3 support simulation and interaction with engineering d) Offered through multi-channel voice, web, mail, chat e) 24/7 f)

Globally US, EMEA, APAC

2) Self-Service a) Establish the self-service platform b) Create the self-service content c) Ongoing management including continuous creation of content 3) Support Integration Testing: a) Establishment and maintenance of QA (Quality Assurance) lab b) QA (Quality Assurance) and Testing services c) Down-streaming the knowledge to L3,L2,L1 staff

4) Duty Management a) Client specific escalation management including direct issue handling with

the end clients on specific executive escalations

5) Content Management a) Case analysis and content creation b) Updates into the self-service portal 6) Technical Account Management a) Executive technical relation with large clients for specific and tailored

support solution
7) Analytics a) Business and usage analytics towards improving (a) support processes (b) products (c) revenue 8) Tools: a) Self service (no Hold, Right Now) b) Case management (Right Now) c) Knowledge management (Right Now) d) Chat (Right Now) e) RMA (Risk Management Association) management f)

CSAT (Customer Satisfaction) management (Service 800 or in house)

4.2 B APPLICATION STRUCTURE

1)

APPLICATION MANAGEMENT

ERP (Enterprise Resource Planning) implementations provide a backbone of shared data. This backbone supports a whole range of information-enabled services that business users request from the IT department. Ideally, this ERP backbone would do its job quietly in the background with minimal intervention. In reality, IT departments invest huge resources in the care and feeding of their ERP systems. In many cases, the diversion of resources is so great that it severely constraints IT's ability to deliver new services to business users. As a result, the overall return on investment that IT can deliver is undermined and competitive advantage is eroded. e4es Application Management Services are designed to cost effectively offload a broad range of application management responsibilities. AMS offers considerable cost savings and enables staff to focus on meeting core business requirements. Services can be delivered through various modalities including fixed cost, fixed deliverables, and service level agreements. Services packages can include: application maintenance, support, development, training and providing

specialized expertise knowledge transfer and transitioning are key issues for any outsourcing agreement. These services can be scaled up and down depending upon varying requirements All confidential information remains on site e4e AMS is delivered using the most sophisticated available collaborative project management technology to provide completely transparent review and control of highly distributed projects. e4e take on tedious and time consuming tasks.

Clients staff has new bandwidth to take on business critical challenges that can deliver competitive advantage IT staff can get ensnarled resolving arcane application management problems. Application maintenance is an unproductive diversion for companies; it is e4es core competency.

2)

INFRASTRUCTURE MANAGEMANT

With todays IT organizations constantly focused on reducing the operation costs and maximizing ROI to the business, IT has become a competitive advantage. Organizations are challenged to demonstrate and maximize the value of IT and ensure that the applications and services are available, all the time, on a 24/7 basis. e4es infrastructure management services provide an unprecedented visibility into the service quality and health of the IT environment by continuously monitoring critical applications, services and underlying infrastructure on 24/7 bases. Using e4es remote management services, customers are able to identify and resolve infrastructure problems before they can adversely impact business and reduce overall cost of operations Your IT infrastructure is at the heart of your business. System failures and slow-downs can diminish productivity; reduce customer satisfaction and possible even loose business!

4.2 C TESTING

Different tests use different dimensions, or characteristics, to measure product quality. Here are some of the tests that e4e perform by adding customized tests to meet clients specific requirements

i) functionality and regression testing ii) configuration management testing iii) robustness, reliability, and security testing iv) logo compliance and certification testing v) compatibility testing vi) Interoperability/integration testing vii) globalization /localization /user interface/ accessibility

4.2 D SOFTWARE ENGINEERING

The e4e Group's heritage lies in the world of software engineering services. Since the high technology vertical is one of our focus areas, e4e has aggressively built out a strong capability in the area of developing, testing and maintaining software products and platforms. This capability directly leads to help both Independent Software vendors (ISVs) as well as enterprises seeking to modernize and streamline their business operations through the deployment of Internet based technologies. Our knowledge of working with ISVs' product development programs give us great insight into how these products get deployed in enterprise environments. This gives us the ability to develop and offer solutions based on a marriage of our technical skills and domain knowledge. e4e has the technical skills, mature processes and methodologies and the track record to help ISVs implement their product road maps over time in an efficient and cost effective manner. This significantly contributes to the competitiveness of ISVs by ensuring rapid introduction of reliable products to their target market segments.

In the case of enterprises, the traditional challenge facing management has been - how to align, in a cost effective and timely manner, the capabilities of modern internet based technologies to the business goals and challenges of the enterprise in an internal environment populated with legacy systems. In house teams by themselves find it difficult to raise to these challenges, given the need to maintain existing systems, the pressures of day to day operations and the comfort associated with doing things the old way. e4e can, in a partnership mode, work with enterprises, to understand their business imperatives and partner with their IT and business groups to find innovative solutions designed to increase their competitive posture.

4.3

Healthcare Services
e4e Healthcare Services is a company dedicated to providing a suite of

practically managed Health Care solutions to the nation's payers and providers of health care services. This suite of solutions is equally applicable to managed health care plans, self-funded employee benefit programs, and health care provider networks. e4e Healthcare Services has amassed valuable experience in offering turnkey, unbundled and ASP (Application Service Provider) services to customers in multiple states.

e4e provides 2 kinds of services in healthcare

4.3 A

PROVIDER SERVICE

As managing ones practices financial performance continues to be a significant challenge, it is more important than ever for Medical Service Providers to have the ability to establish and maintain strong positive cash position. The sheer complexity of todays industrys operating process creates an environment where it is difficult to collect all that medical service providers are owed for the services they have to provided. At times it seems as if each industry stakeholder that they deal with has their own unique set of rules and processes designed to obstruct the smooth running of ones practice. In the past the answer was to hire staff that had the experience to navigate these treacherous waters, however today it is almost impossible to find experienced staff and even when you are successful, retain them.

e4e Healthcare Solutions has the answer.

REVENUE CYCLE MANAGEMANT CYCLE SERVICE

CODING

CHARGE CAPTURE

PAYMENT POSTING

RECEIVABLE FOLLOW-UP

REVENUE RECOVERY

4.3 B PAYER SERVICES

Transaction processing 1) 2) 3) 4) 5) Eligibility Tracking and Verification Initial and ongoing enrollment of groups and members/benefits Ongoing maintenance of group and member demographic data Coordination of benefits including TPL/COB On-line provider access to eligibility and benefits through PRIMEridian DIRECT and voice response technology 6) 7) Referral Processing On-line referral processing/authorization services through

proprietary PRIMEridian DIRECT and voice response technology 8) 9) 10) 11) Claims Payment Electronic as well as paper collection of claims Imaging/OCR and processing of claims Adjudication of claims based on eligibility/ benefits/ authorizations/ fee schedules 12) 13) 14) Generation of checks and EOP/EOBs Administration of opt-out benefit plans (dual and triple option) Provider on-line claims payment status access through proprietary PRIMEridian DIRECT and voice response technology 15) 16) 17) 18) 19) 20) Full claims inventory/workflow reporting Capitation administration Capitation file maintenance and payment processing Integrated capitation and eligibility reporting Plan member management Quality and Utilization Management

21)

Development/implementation of quality and utilization management programs to NCQA standards

22) 23) 24)

Implementation of referral guidelines UM and QM Committee Administration Full prior authorization/pre-certification review process with auto approval or review of all requests for referral authorization

90%+ authorization turn-around in 24 hours 25) Regulatory providers/patients 26) 27) Case management and concurrent review of inpatient stays Review and tracking of all member grievances, responses, and intervention 28) Comprehensive reporting of outpatient/inpatient utilization/quality statistics 29) 30) Customer Services Personalized client toll free number for immediate connection to customer service representatives 31) Full member services including member outreach in the resolution of concerns and other activities 32) Customer services reporting / trending by product, provider, etc. compliant auto-generated notices/letters sent to

5.

MANAGEMANT TEAM

Somshankar Das
President & CEO, e4e Founder

Dr. SridharMitta
Managing Director, CTO & e4e India Founder

Murrali Rangarajan
Chief Operating Officer

Steve Kuntz
Executive Vice President, Strategic Sales

Anand Talwai
Executive Vice President, Quality & Strategic Initiatives

Narasingarao Dataram
Executive Vice President, Strategic Operations

Sridhar Turaga
Vice President, Solutions & Strategic Accounts

Siv Thiyagarajan
President, Tech Support Services

Vaibhav Tewari
President, India Operations

Geoff Smyth
President, Financial Services & Health Care Services

Ravi Shankar
Chief Financial Officer

Ranjan Guha
President AppliStructure

Gokul Agarwalla
Business Development

Dave Walsh
Business Development

Sonali Singh, Vice President, HR

Alok Sharma, Vice President, Finance

MOHAN KUMAR, Vice President, Quality

KRISHNA KUMAR, Vice President, Technical

GANESH KUMAR, Vice President, Operations

SUDESH, Vice President, Administration

6.

ORGANIZATION STRUCTURE

President & CEO Managing Director Chief Operating Officer

Vice President HR

Manager
Vice President Finance

Manager
Vice President Quality

Manager
Vice President Operations

Manager
Vice President Technical

Manager
Vice President Administration

Manager

7. HR

FUNCTINOAL DEPARTMENTS

Objective: 1. To maintain good relation between employer and employee 2. To maintain good industrial relations 3. To recruit right person and employees right number of employees 4. To help individual development

Functions: 1. Recruitment 2. Job analysis and job description 3. Promotion 4. Training and development 5. Wage and Salary Administration 6. Rewards and incentives. 7. Benefits and employee services 8. Safety 9. Grievance and Grievance handling 10. Discipline and disciplinary actions

QUALITY

Objective:

1. Process improvement 2. Cost reduction

Functions:

1. Technical support to agents & departments in general 2. Administrative & maintenance of department in general 3. To provide feedback 4. To check for standards 5. Automates key processes to enhance their efficiency

6. Assures effective implementation of defined processes, frameworks and methodologies applicable to software, business and support processes

7. Facilitates measurement of customer satisfaction

FINANCE

Objective: 1. Effective and focused business planning

2. Facilitating budget and revenue sign-offs by units with interlocked targets

3. Providing Accounting Services, Statutory Compliance and Business Process Facilitation, Investor Relations, and Corporate Governance related services

Functions:

1. Billing and Collection 2. Financial Accounting 3. Budgeting and Reviews 4. Statutory Compliance 5. Corporate Governance 6. Secretarial 7. Retail Investor Services

SALES OPERATIONS

Objective: 1. Support to sales team

2. For sales acceleration

Functions:

1. Pricing 2. Documentation 3. Presentation 4. To align sales operations with market dynamics

8.

SWOT

STRENGHTS 1. e4e with 3500 employees 2. The management takes quick decision 3. Flexibility related to client relations 4. Innovation in terms of technology and business development standards 5. Any level of management is accessible by clients for better service 6. Risk Taking Ability

WEAKNESS 1. Its organization size when compared to that of its competitors 2. The management is less automated 3. Attrition- Employees gain experience & skip job to other companies 4. Fragmented functional offices 5. High training costs

OPPORTUNITIES 1. Huge Market 2. Inorganic Growth 3. Need for companies to focus on core competency 4. Benefits of cost cutting 5. Talent pool

THREATS 1. Captive Centers- have their own advantages related to security of data and patents 2. International Players with huge organization size 3. New low cost destinations like Philippines, Australia, China and Ireland 4. Federal Laws- lawmakers in US object off shoring services fearing job crunch 5. Corporate Espionageobtaining confidential data of BPO

competitor companies illegally 6. Mergers and Acquisition- competitors slice a significant sector of the market pie inorganically 7. Near Shoring- involves economic benefits of offshoring with cultural, linguistic and geographical similarities 8. Domain Specific Service Providers would be first choice of BPO clients 9. Multi Location Off shoring to ensure uninterrupted services 10. Expansion of domestic BPO industry

PART 2- RESEARCH PROJECT

9.

PART 2A- RESEARCH BACKGROUND

9.1

NEED AND IMPORTANCE OF THE STUDY

Given the INDIA ADVANTAGES of providing BPO services to global

customers, a company like e4e (which is BPO services domain expert) seeks to stamp its presence as a BPO player. As an endeavor in this direction the company is pursuing an effective marketing technique in the BPO domain in order to slowly transform into a TOP BPO player.

Hence a COMPETETIVE INTELLIGENCE research was carried out in this regard to identify the competitors, their business processes and to align the sales requirements to that of market dynamics and to add in new clients to the list of existing clients, thereby leveraging the respective competencies to be a dominant player in the future.

Hence the need for the study assumes crucial importance in this direction and as well provides knowledge for the researcher.

9.2

PROBLEM STATEMENT

1. To identify competitors 2. To know about their business processes 3. To know about their clients 4. To know about their clients vendor managers

9.3

RESEARCH OBJECTIVE
To gather information about e4es competitors based in Bangalore,

Chennai and Hyderabad who provide technical and/or customer support services to international clients.

By information we mean the clients name, the product support give to them and about the vendor manager.

9.4

LIMITATIONS

1. Research investigations are beset with time and resource constraints. 2. The authenticity of the research matter is based on the information given in the portals of the companies. 3. The information which we have considered from the portals might be given to mislead. 4. The researcher had no idea as to the sample size or number of the company websites to be visited as the basis of clustering was on geography.

9.5

COMPETITIVE INTELLIGENCE
Competitive Intelligence (CI) is both a process and a product. The process

of Competitive Intelligence is the action of gathering, analyzing, and applying information about products, domain constituents, customers, and competitors for the short term and long term planning needs of an organization. The product of Competitive Intelligence is the actionable output ascertained by the needs prescribed by an organization. Key points of the definition: 1. Competitive Intelligence is an ethical and legal business practice. (This is important as CI professionals emphasize that the discipline is not the same as Industrial espionage which is both unethical and usually illegal). 2. The focus is on the external business environment. 3. There is a process involved in gathering information, converting it into intelligence and then utilizing this in business decision making.

The term is often viewed as synonymous with competitor analyses but Competitive Intelligence is more than analyzing competitors it is about making the organization more competitive relative to its existing set of competitors and potential competitors. Customers and key external stakeholders define the set of competitors for the organization and, in so doing, describe what could be a substitute for the business, votes, donations or other activities of the organization.

9.6

RESEARCH DESIGN

Type of data: Secondary

Data collection: Through Internet

The method best suited for our research objective is through internet as data related to business processes are considered confidential in organizations and can be obtained only through internet.

Websites like www.bpoIndia.org and others provide list of BPO companies in India and their web link, so logging on to these company websites and by clustering this huge database of companies on the basis of the location and services which we are looking for would serve the net based search.

Part 2B- Research Findings

10.

RESEARCH FINDINGS

VENDOR MANAGERS INFORMATION

VENDOR MANAGER(S) NAME Mr. Tim Vroman, CFO, Cypress Care

COMPANY

WEBPAGE

Accel Ltd. Aditi Technologi es Pvt., Ltd.

http://www.cypresscare.com/company_bios_tim-vroman.htm

Mr.Paul Maritz, Founder and CEO. Seattle, USA.

http://www.picorp.com/about/execbios.htm

Mr. Sayee Gurumurthy Beyond 2000 Technologie s crossdoma in Congruent Solutions Mr Gary Mann, MD cabrinda business service Mr. rachel Ahields, dir. of tech. moving.com Mr. Ariel Spivak, RedPill solutions Mr. Ren Mohan, CTO , Intelligenxia Dr. Bobby Kurshan, CTO , Get A Clue Mr. Kraig Robson, President Mr. Terry Fry, principle consultant Fortune Infotech Mr. Thomas M Romanowski, Snr. VP, (operations) DIT Inc. Ms Lisa Leal, Manager, Padre South Hotel, Texas

http://www.infospace.com/

http://www.spichamber.com/listings.php?subid=113

http://www.cob.ohio.edu/cms.aspx?cid=1819 http://www.zoominfo.com/people/Shields_Rachel_1126180773.as px http://www.redpillsolutions.com/rp_about02_ariel.asp

http://www.intelligenxia.com/company/management.htm

http://www.fablevision.com/ http://www.isodynamic.com/web/about_news_10_16_2001_3.htm http://www.nexant.com/about/about-manag.html

htc software deve. Centre Medsoft India Pvt Ltd Dr. Jeffrey P. Allerton M. D, FACP Dr. Susan ODonnell, NRC Institute for Information Technology Mr. Simon Blackburn Head Mainstay Of Customer Service at THUS plc Mr. Kim Brown,Senior Manager,financial processing,Reedy Creek Plaza 932 Maynard Road #107 Rhombus Cary, NC 27519-3251 919-677-3874 phone 919-677-3875 fax Service Offered - Call Center Services http://www.fprocessing.com/ http://www.ois.com/corporate/corp-1-2.asp http://www.linkedin.com/pub/0/878/573 http://iit-iti.nrc-cnrc.gc.ca/personnel/odonnell_susan_e.html http://www.guthrie.org/FindAPhysician/Physicians/default.asp?DO C=1684 Mr. Thomas Tisko, Vice President-Business Operations http://www.bullseyetelecom.com/ExecutiveBios.aspx

Mr. Mike Rosenthal,siteler wash, 950 high school way,#3113 mountain view, CA, 94041.Service Offered Call Center Services http://www.sitelerwash.com/

Ms Marilyn Marriott Mr. Gary J Arnold Dr. Keith Campbell, MD Trinity Occupational health http://www.zoominfo.com/people/Arnold_Gary_101730201.aspx http://bmi.stanford.edu/alumni.htm

Mr. Marianne Houlahan,Regional Director,REALTY EXECUTIVES of Northern California Inc.,.SERVICE OFFERED Mortgage Loan Management Mr .Thomas howard recruiting,CA, USA Dr. Chanda kale , - New York, USA (917-881-3048) Service Offered - Patient & X-ray Management For OrthoDentists Source 1 HTMT Mr. Brett Flinchum - Director Customer Operations Covad Communications Mr. Carla Navallo - Former Senior Project Manager; Consumer Affairs,BristolMyers Squibb, www.bms.com/ http://www.linkedin.com/pub/0/A4/547 http://www.realtyexecutives.com/

http://www.howardrecruiting.com/

COMPETITORS AND CLIENTS INFORMANTION

CLIENT(S) / COMPANY NAME Deutsche bank

COMPANY Accenture AOL Member Services Adarsh solutions Allsec Ajuba Solutions (I) Pvt Ltd. All Zone Management solutions Ambal technologies

CLIENT(S) WEBPAGE

http://www.adarshsolutions.com/swde vCli.html

http://www.acermed.com/ http://www.ambaltech.co.in/Clients.ht m http://www.amtexsystems.com/html/pr ofile/clients.htm

Amtexsystems Accu-Swift Acuserv Aditi Technologies Pvt., Ltd. ALL CLIENTS Docusign smartcontractor Aegis Aegis IT Solutions Affiliated Computer Services (ACS) Anjani Solutions Arithma

http://www.aditi.com/clients/clients.htm http://www.docusign.com/about_us/m anagement_team/ http://www.smartcontractor.ca/

http://www.zeetaa.com/arithma/Detail/ OurClients.asp http://www.ascendas.com/home/custo mers/customers.html

Ascendas Pte Ltd.

Affiliated com. Serv. Of India B2K Corp Bizprout Corporate Solutions Pvt. Ltd. Beyond 2000 Technologies http://www.bytindia.com/clients.htm http://www.safetec.com/contactus.htm http://www.ecotec.com.cn/index.html Benelus Technologies Pvt Ltd Brigage Bharathi MediScribe Pvt. Ltd., Business Process Services International (BPS) CBay Systems Cosmic Internet Technologies Solutions Pvt. Ltd crossdomain Customer Focus Services cambridg CLI3L e-Services Client Outsource Chakkilam Infotech Ltd Cherukuri BPO Clove Technologies Pvt Ltd Computech Enterprise Solutions Core software Pvt Ltd Ceequence Chrysalis http://www.clovetech.com/testimonials .asp http://www.chakkilaminc.com/clientspartners.html http://ipsmarx.com/ http://www.bizprout.com/valueclients.h tm

Core Software calibere point DCS BPO Desss Dprocessing Services DECCAN MULTISOURCING PRIVATE LTD Easiprocess Elsoft Technologies Pvt Ltd Endevour info services pvt ltd Edit support Epi Source Pvt Ltd eStreet Inc E2E Serwiz solutions Pvt Ltd Elico Ltd eFunds Electronic Technology Systems Espire Infolabs Far BPO FirstSource Gleam info services Gold Stone BPO services Great9 Infoservices Private Limited GOLPORE IMS Greynium Information technology pvt ltd GSS America http://www.gloporeims.com/le adership.php http://www.gloporeims.com/index.php http://www.greynium.com/clients/testi monials.html#david-scuolaz.com http://www.gssamerica.com/ourclients. http://www.goldstonetech.com/compa ny/clients.htm http://www.etsindia.com/customers.htm http://www.easiprocess.com/jhl.aspx http://www.elsoftech.com/clients.htm http://www.desss.com/testimonial.htm

html genuk htc software deve. Centre HCL HTMT i-Data NTTF Integrated Services (Pvt.) Ltd i-SmartCAD Solutions I GATE Royal Bank of Canada (RBC) Radian Group ING Vysya Bank Kwik-Fit Insurance Garlock Sealing Technologies Immaculate Indecomm global services Intelnet global solutions iTech Workshop i-Spectra solutions InfoSearch Services BPO Pvt Ltd Infotronics Pvt. Ltd Integrated Software Solutions Pvt Ltd I QUEST SOLUTIONS iBridge BPO InfoVision Group http://www.infovisiongroup.com/lufthan sa.html http://www.infovisiongroup.com/airtel.h tml http://www.infovisiongroup.com/whirlp ool.html InteGlo http://www.iss-global.com/clients.html http://www.igate.com/clients.htm#top http://www.htcinc.com/website/insidep age.asp?page_id=46

Inter World Contact Center InterCall IQ BackOffice iTouchPoint Technologies Jiva Infotech KNOAH Manthan Services Macro Infotech Pvt Ltd Mysoft International Pvt Ltd Mphasis media plus infotech http://www.mediapulsetech.com/html/c lientele_international.htm http://www.mclansys.com/testimonials. htm

McLansSys NetraScribe NetEdge

http://www.netedgecomputing.com/clie nts/case-studies.aspx http://www.oksgroup.com/en/featuredc lients.asp http://www.planetsoft.com/projects.asp volvo USA http://www.questinformatics.com/html/ clients.htm

OKS Group Planet soft Quest infomatics pvt ltd Quscient Business Services Revons IT Solutions Pvt. Ltd Raasi Callnet Rhombus ALL CLIENTS INFO ce productions,Service Offered - Call Center Services - B2B Telemarketing to Real Estate Agents

http://www.rhombustechnologies.com/ main.asp?page=ourclients

http://www.ceproductions.com/

Flyontime Inc. NY, USA Service Offered - FlyOnTime Application Leeper Appraisal, LA, USA Service Offered - Intranet For Real Estate Appraiser mortgage advisory council of america, Service Offered - Web Application SerWizSol Slash Support Source 1 HTMT Brett Flinchum - Director Customer Operations Covad Communications Carla Navallo - Former Senior Project Manager; Consumer Affairs,Bristol-Myers Squibb, consumer electronics industry covad prestigebrands medtech Inc blockbuster Sutherland Global Services Syndrome Technologies Skyes Sundaram Business Solutions Subhashree infotech Smart Bridge Solutions Pvt Ltd SSPS Pvt Ltd Swaraj Comm Technologies Pvt Ltd indo soft international http://www.vertexcs.com/ australian clients http://www.bpo.shree.co.in/clients.htm http://www.source1htmt.com/clients/co nsumer-electronics.html www.covad.com/ www.prestigebrands.com/ http://www.medtech-grp.com/ http://www.blockbuster.com/ www.bms.com/ http://www.linkedin.com/pub/0/A4/547 http://www.mortgageadvisorycouncil.c om/ http://www.leeperappraisal.com/ http://www.flyontime.com/

servion global solutions Topsy systems Pvt ltd Transworks Tandem Consulting Pvt Ltd Trivent systems TeamWorks Softech Pvt Ltd Thrinaina Informatics Ltd. Tracobi Healthcare Services Talisma Vee Technologies Vennar Soft, Inc Viteos Varisoft technologies Vital BPO Pvt Ltd Vasuki Technologies Vinstel Vyom Labs Wipro Xceed Service Support 24/7 Customer http://www.vitaltech.biz/clients.html http://www.tracobi.com/html/industrylinks.htm http://www.tandemconsulting.co.in/clie ntele.htm http://www.topsyssolutions.com/Custo mers.htm#DC

Basis of clustering for SECONDARY DATA SEARCH

Verticals technical and/or customer support service Location Bangalore / Chennai / Hyderabad

10.1 INFERENCE
1. 142 companies identified that provide similar service as e4e do

2. 11 companies vendor managers information obtained

3. 26 vendor managers information obtained

4. Database of secondary data search with regards to this research is prepared which would aid in further such research

5. Information related to clients are maintained very confidentially in organizations

6. Understand the various facts of business development in the BPO industry with ground realities

10.2 SUGGESTIONS FOR FURTHER RESEARCH

1. Further research can be pursued by the organization in this field either by themselves or by employing future management trainees or by outsourcing it to contract research organizations.

2. Our efforts would bare more fruit if data related to e4es clients are maintained confidentially in the portal

3. For management trainees it could be a new concept so training about the approach to gather information would prove effective

11.

BIBLIOGRAPHY

Internet

www.linkedin.com www.e4e.com www.bpoindia.org www.nasscom.org www.callcenterdirectory.net www.bangalorebest.com www.zoominfo.com www.theoffshore100.com www.google.com www.doorsrecruiting.com www.freshworld.com www.wikipedia.com

MPBIM Library

Books

1. BPO Industry Report By Business World 2. Practical Project Management By R.G. Ghattas & Sandra L. McKee

Magazine

1. The Smart Manager