Achieving Operational Excellence for ITES-BPO

Operational Excellence Jerry Rao, Msource Operational Excellence Raman Roy, WIPRO Spectramind Sustaining the cost advantage Vikram Talwar, EXL Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Career Planning for the BPO Workforce Deepak Dhawan, EXL Process Management for Accounting Back Office Manish Mittal, American Express Managing Process Rampups Prashant Sankaran, Digital Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge Sustaining the cost advantage: Operational excellence Vikas Bhalla, EXL Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
For online registration logon to: http://events.nasscom.org

Operational Excellence Jerry Rao, Msource Jerry Rao is the Chairman and Chief Executive Officer of MphasiS BFL Limited. Prior to founding Mphasis, Mr. Rao held several positions in Citicorp. In a career spanning over 20 years, he served in various capacities in Asia, Middle East, Europe, South America, and North America, including Head of Development Division of Citicorp and Chairman and CEO of Transaction Technologies Inc. based in California. Earlier positions included Country Manager and Divisional Manager for Consumer Banking in India, the Middle East, Eastern Europe, and the United Kingdom. When he left Citicorp, Mr. Rao was part of the Operating Review Group (top 50 Managers in the company). Operational Excellence Raman Roy, WIPRO Spectramind Sustaining the cost advantage Vikram Talwar, EXL Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Career Planning for the BPO Workforce Deepak Dhawan, EXL Process Management for Accounting Back Office Manish Mittal, American Express Managing Process Rampups Prashant Sankaran, Digital Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge Sustaining the cost advantage: Operational excellence Vikram Talwar,EXL Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
For online registration logon to: http://events.nasscom.org

Operational Excellence Jerry Rao, Msource Operational Excellence Raman Roy, WIPRO Spectramind As Chairman & Managing Director of Wipro Spectramind, Raman Roy is responsible for the company's strategic direction and is the key driving force of the company's mission and business philosophy. Raman is widely regarded as the pioneer and "guru" of the IT Enabled Services Business out of India having played a pivotal role in proving India as a Locale for Remote Processing and has successfully delivered servicing solutions from India. He has lead the Indian initiatives of two of the largest players in this arena in India viz. GE Capital and American Express and has been associated with setting up organizations which have created over 10,000 jobs in India to service the needs of organizations in USA, Europe, Japan, Asia, Pacific and Australia. Sustaining the cost advantage Vikram Talwar, EXL Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Career Planning for the BPO Workforce Deepak Dhawan, EXL Process Management for Accounting Back Office Manish Mittal, American Express Managing Process Rampups Prashant Sankaran, Digital Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge Sustaining the cost advantage: Operational excellence Vikram Talwar,EXL Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
For online registration logon to: http://events.nasscom.org

Operational Excellence Jerry Rao, Msource Operational Excellence Raman Roy, WIPRO Spectramind Sustaining the cost advantage Vikram Talwar, EXL Vikram Talwar set up Exlservice Inc, a Delaware Corporation in 1999 as a privately funded company along with Rohit Kapoor and Gary Wendt. Today, EXL is a leading provider of Business Process Outsourcing services to corporations in the USA and Europe. Before setting up Exlservice, Vikram was the CEO and Managing Director of Ernst & Young Consulting India Pvt. Ltd. Prior to that, he worked with Bank of America for 26 years. His banking career includes several key assignments, both within the US and major Asian countries including Japan, Hong Kong, Singapore, Indonesia and India. Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Career Planning for the BPO Workforce Deepak Dhawan, EXL Process Management for Accounting Back Office Manish Mittal, American Express Managing Process Rampups Prashant Sankaran, Digital Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge Sustaining the cost advantage: Operational excellence Vikram Talwar,EXL Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
For online registration logon to: http://events.nasscom.org

Operational Excellence Jerry Rao, Msource Operational Excellence Raman Roy, WIPRO Spectramind Sustaining the cost advantage Vikram Talwar, EXL Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India Better quality at lower cost! This is the unbeatable proposition that defines the potential of Indian BPO industry. Sustained success, however, is 1% strategy and 99% logistics. This is the performance challenge, the growing-up challenge. Growing up in size and in maturity. Leading players in India are delivering great customer experience and consistent quality at lower costs. And they are doing it in the midst of mind-boggling growth, cultural challenges, high attrition and cost pressures. Their magic wand is Process Management and Improvement - combining discipline with innovation. This presentation will open a few windows into the 'hows' of this transformation. It will present 'on the floor' experiences for 'making it happen'. QAI SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Career Planning for the BPO Workforce Deepak Dhawan, EXL Process Management for Accounting Back Office Manish Mittal, American Express Managing Process Rampups Prashant Sankaran, Digital Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge Sustaining the cost advantage: Operational excellence Vikram Talwar,EXL Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
For online registration logon to: http://events.nasscom.org

Operational Excellence Jerry Rao, Msource Operational Excellence Raman Roy, WIPRO Spectramind Sustaining the cost advantage Vikram Talwar, EXL Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Nishith Desai, an international tax lawyer, researcher, author and lecturer, is the founder of the research-based law firm Nishith Desai Associates, having offices in Mumbai, Silicon Valley and Bangalore. The firm has received the 'Indian Law Firm of the Year 2000' and 'Asian Law Firm of the Year 2001 (Pro Bono)' awards presented by IFLR (a Euromoney publication). Nishith's practice encompasses a wide range of international tax laws, corporate and technology matters, with a particular emphasis on private equity and venture capital funds, globalization of Indian corporates, international listings, M&A transactions, corporate governance, e-commerce taxation, joint ventures and strategic alliances, media and entertainments laws, and complex information technology and business-process outsourcing transactions. Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Career Planning for the BPO Workforce Deepak Dhawan, EXL Process Management for Accounting Back Office Manish Mittal, American Express Managing Process Rampups Prashant Sankaran, Digital Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge Sustaining the cost advantage: Operational excellence Vikram Talwar,EXL Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
For online registration logon to: http://events.nasscom.org

Operational Excellence Jerry Rao, Msource Operational Excellence Raman Roy, WIPRO Spectramind Sustaining the cost advantage Vikram Talwar, EXL Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt HR backoffice brings its own unique challenges - often as diverse as the type of clients one services. Key issues will include: Business Development and its impact on process Migration Upfront reengineering and best practice implementation People - Needs, challenges Technology - enabler or driver Quality - Listening & Execution All these combine to create the outsourcing experience and both partners need to work together to ensure they leverage each area to increase the effectiveness of the relationship Leo Fernandez is President with India Life Hewitt. India Life Hewitt is India's first and largest HR BPO servicing over 300 clients. An MBA, Gold Medallist from the University of Madras, he specialized in International Marketing. He began his career with the Tata group in their Export Operations for 6 years before moving on to India Life in 2000. Priority areas at India Life today include ensuring continued market leadership in India, and consolidating both team and process platforms for the Offshore thrust into the APAC region. The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Career Planning for the BPO Workforce Deepak Dhawan, EXL Process Management for Accounting Back Office Manish Mittal, American Express Managing Process Rampups Prashant Sankaran, Digital Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge Sustaining the cost advantage: Operational excellence Vikram Talwar,EXL Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
	For online registration logon to: http://events.nasscom.org

Operational Excellence Jerry Rao, Msource Operational Excellence Raman Roy, WIPRO Spectramind Sustaining the cost advantage Vikram Talwar, EXL Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Identifying reasons, people & process based, which can lead to death of BPO in India in spite of the current boom. Also drawing an analogy with the IT/ Software industry-the other high tech success story-before suggesting focus areas for process improvement and people initiatives. A stalwart in the arenas of people management, operations management and corporate strategy, he has a highly enviable track record that spans over three decades. He was recently the CEO of HCL Technologies (BPO Solutions & Services), and has worked for TCS, Ranbaxy Laboratories, Bank of India and Union Carbide earlier during his career. Sujit pursued his Bachelor's degree at the Presidency College in Kolkata and specialized in Personnel Management during his Master's at XLRI, Jamshedpur. His thorough understanding of people and processes enable him to leverage their true potential through innovative and comprehensive use of technology. Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Career Planning for the BPO Workforce Deepak Dhawan, EXL Process Management for Accounting Back Office Manish Mittal, American Express Managing Process Rampups Prashant Sankaran, Digital Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge Sustaining the cost advantage: Operational excellence Vikram Talwar,EXL Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
For online registration logon to: http://events.nasscom.org

Operational Excellence Jerry Rao, Msource Operational Excellence Raman Roy, WIPRO Spectramind Sustaining the cost advantage Vikram Talwar, EXL Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Training and development of agents and managers in the ITeS industry has evolved from focusing on processes and soft skills to achieving client culture fit and people leadership. The session will focus on how the industry is coping with these changing trends. Jyotirmoy has over 17 years of industry and consulting experience in manufacturing, financial services and IT industries. Jyoti leads the Performance and Rewards practice for E&Y for in India and is responsible for the Human Capital consulting practice for South India. He has also led and managed assignments on large-scale change during mergers and institutional strengthening focusing on HR systems and policies and employee reward systems. His other areas of expertise include performance management, variable pay systems, organization re-structuring and competency modeling. Career Planning for the BPO Workforce Deepak Dhawan, EXL Process Management for Accounting Back Office Manish Mittal, American Express Managing Process Rampups Prashant Sankaran, Digital Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge Sustaining the cost advantage: Operational excellence Vikram Talwar,EXL Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
For online registration logon to: http://events.nasscom.org

Operational Excellence Jerry Rao, Msource Operational Excellence Raman Roy, WIPRO Spectramind Sustaining the cost advantage Vikram Talwar, EXL Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Career Planning for the BPO Workforce Deepak Dhawan, EXL Mr. Deepak Dhawan is responsible for overseeing the entire functional area of HR at EXL Services, India. He looks after the crucial recruitment and training process of personnel at EXL and is also responsible to strategize & implement HR policies in the company. Mr. Dhawan has been instrumental in nurturing young talents and channelizing their efforts to realize corporate goals. The unique HR policies & work opportunities at EXL has positioned the company as one of the best employer in the BPO segment. Process Management for Accounting Back Office Manish Mittal, American Express Managing Process Rampups Prashant Sankaran, Digital Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge Sustaining the cost advantage: Operational excellence Vikram Talwar,EXL Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
For online registration logon to: http://events.nasscom.org

Operational Excellence Jerry Rao, Msource Operational Excellence Raman Roy, WIPRO Spectramind Sustaining the cost advantage Vikram Talwar, EXL Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Career Planning for the BPO Workforce Deepak Dhawan, EXL Process Management for Accounting Back Office Manish Mittal, American Express Accounting back office goal is to achieve process excellence, assurance and improvement at an optimized cost. Process Management is to effectively apply skills, information and tools to meet service delivery objectives; to continuously assess, measure, manage and improve core and supporting processes, whilst exceeding customer expectations. Manish Mittal has been working in the ITES/IT Finance & Accounting space for over 12 years. His current assignment is Director - Global Accounting and Financial Operations at the American Express Financial Center, in New Delhi, a 100% owned F&A BPO center for American Express Inc. He has been with American Express for ~6 years, and is an engineer by education with a Master's degree from Canada Managing Process Rampups Prashant Sankaran, Digital Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge Sustaining the cost advantage: Operational excellence Vikram Talwar,EXL Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
For online registration logon to: http://events.nasscom.org

Operational Excellence Jerry Rao, Msource Operational Excellence Raman Roy, WIPRO Spectramind Sustaining the cost advantage Vikram Talwar, EXL Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Career Planning for the BPO Workforce Deepak Dhawan, EXL Process Management for Accounting Back Office Manish Mittal, American Express Managing Process Rampups Prashant Sankaran, Digital Prashant heads the Contact Center Business at Digital. He has been with Digital since August 1999; initially heading the Human Resources function, and then moving to set up and Head the Contact center Business Unit. During his tenure, Digital Contact Centre, which started functioning in June 2002, has grown exponentially. Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge Sustaining the cost advantage: Operational excellence Vikram Talwar,EXL Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
For online registration logon to: http://events.nasscom.org

Operational Excellence Jerry Rao, Msource Operational Excellence Raman Roy, WIPRO Spectramind Sustaining the cost advantage Vikram Talwar, EXL Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Career Planning for the BPO Workforce Deepak Dhawan, EXL Process Management for Accounting Back Office Manish Mittal, American Express Managing Process Rampups Prashant Sankaran, Digital Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge The session will introduce 'COLLECTIONS' as a process. In the context of Collections Outsourcing, the critical parameters for process management and compliance include requirement of licensing per the US federal and state laws, specific requirements in the process as laid out by US regulatory bodies and organization's and client's work standards. All of these have a direct impact on the different stages of the collections process; and need to be strictly adhered to and monitored for. Rajat has over a decade of experience in manufacturing, operations, quality tools and business process management and improvement. Prior to joining Global Vantedge, he spent four years with GE Capital International Services. As former Vice president of the GE Contact Center, he handled diverse roles including Training, Operations, Six Sigma and Finance.Rajat is a certified Six Sigma Black Belt, a certified Design for Six Sigma trainer and a certified Lead Assessor for Quality Systems with the Institute of Quality Assurance (IQA), International Register of Certificated Auditors, UK. He frequently lectures and conducts workshops on quality tools, process management, performance enhancement and motivation in various industrial forums and India's premier educational institutes. Rajat has a bachelor's degree in Electrical Engineering from Manipal Institute of Technology, and masters in Management, with a focus on Marketing, from the Birla Institute of Management Technology. Sustaining the cost advantage: Operational excellence Vikram Talwar,EXL Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
For online registration logon to: http://events.nasscom.org

Operational Excellence Jerry Rao, Msource Operational Excellence Raman Roy, WIPRO Spectramind Sustaining the cost advantage Vikram Talwar, EXL Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Career Planning for the BPO Workforce Deepak Dhawan, EXL Process Management for Accounting Back Office Manish Mittal, American Express Managing Process Rampups Prashant Sankaran, Digital Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge Sustaining the cost advantage: Operational excellence Vikram Talwar,EXL Mr. Vikas Bhalla is the Vice President (Quality & Process Excellence) In EXL Service since May 2001. He also maintains the positions of Head of Quality (Six Sigma) and Lead Master Black Belt in the organization. He is involved in the Institutionalization of Six Sigma in all aspects of EXL Service business, establishing ERP systems for the organization and achieving ISO 9001 certification. Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
For online registration logon to: http://events.nasscom.org

Operational Excellence Jerry Rao, Msource Operational Excellence Raman Roy, WIPRO Spectramind Sustaining the cost advantage Vikram Talwar, EXL Operational Excellence Prakash Gurbaxani, TransWorks Information Services Pvt. Ltd Mr. Prakash Gurbaxani joined TransWorks Information Services Pvt. Ltd (A part of the Aditya Birla Group) as the CEO in Jan 2002. He is responsible for all aspects of business including defining the company's strategy, expanding world-class delivery capabilities across multiple cities in India, customer acquisition, fund raising and managing investor relations, etc. Prakash, as CEO of TransWorks, has the distinction and honor of being on the COPC Global Standards Committee. Indian BPO Industry: From Potential to Performance Umesh Vyas, QAI India SLA's: Pitfalls and Best Practices Nishith Desai, Nishith Desai Associates Process Management issues in Payroll and HR Back Office Leo Fernandez, India-Life Hewitt The Soft Factors: People and Process Issues Sujit Bakshi, VCustomers Training and Development of Agents and Managers Jyotirmoy Bose, Ernst & Young Career Planning for the BPO Workforce Deepak Dhawan, EXL Process Management for Accounting Back Office Manish Mittal, American Express Managing Process Rampups Prashant Sankaran, Digital Process Management and Compliance issues in Collections Rajat Kotra, Global Vantedge Sustaining the cost advantage: Operational excellence Vikas Bhalla, EXL Six Sigma success story in Process Excellence Jitendra Agarwal, eFunds COPC for Process Excelelnce Sridhar Narayana, Sutherland Technologies Driving Process Excellence through COPC Christine J. Gambacorta, GTL Sustaining the cost advantage Atul Kunwar, eFunds International
Direct all enquiries to: qworkshop@nasscom.org or contact
Delhi Md. Shahabuddin/Vishal, NASSCOM Quality Workshop Phone: +91 11 23010199 / 26219792 / 9810550492 Fax: +91 11 23015452 / 26218974 Bangalore Arvind Gaurav, NASSCOM Quality Workshop Phone: +91 80 2201804 / 805, 5506386, 5506387/ 9845071826 Fax: +91 22 28379158, 5506431 Mumbai Ashwin/Abhijeet, NASSCOM Quality Workshop Phone: +91 22 28234844 / 51, 8304578, 8304326/ 9820158822 Fax: +91 80 2201806, 8304578 For more information write to us at: qworkshop@nasscom.org or Visit us at: www.nasscom.org
For online registration logon to: http://events.nasscom.org