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Payroll Management Remote Maintenance Revenue Accounting
Support Centres Content Development or Animation
Geographic Information System Services
BUSINESS PROCESS MANAGEMENT (BPM) INDUSTRY IN INDIA
Business Process Management (BPM) focuses on studying, identifying, changing and monitoring business
processes to enhance performance. The IT-BPM industry has been a pivotal force driving India’s economic
expansion. Its contributions are multifaceted, impacting the country’s Gross Domestic Product (GDP), export
performance, employment generation and socioeconomics development. By positioning India as a leading
hub of technological advancement and knowledge-based economy, the IT-BPM sector has enhanced the
country’s global standing and attracted substantial venture capital investments. Additionally, it has facilitated
numerous entrepreneurial ventures, further bolstering economic growth.
Growth Trajectory and Economic Impact
Over the past decade (2008–2018), the IT-BPM industry in India has witnessed nearly a two fold increase
in revenue and its share of the GDP. The sector’s robust performance can be attributed to several key
factors:
Investment in Technology: Indian Business Process Outsourcing (BPO) service providers heavily invest in
cutting-edge hardware and software to deliver top-tier services. Rigorous quality control measures ensure
that services are both error-free and of exceptional quality.
Government Support: The Indian government has actively supported the BPO industry by providing
essential infrastructure and logistical support. This backing has been crucial in fostering a conducive
environment for industry growth.
Service Diversity and Quality: The BPO sector in India is highly developed, offering a wide array of
services with remarkable quality. This extensive capability underscores India’s competitive edge in the
global BPO landscape.
Structure of the IT-BPM Industry
Across the globe, the companies within the IT-BPM industry are categorised on the basis of:
Sector in which the organisation is serving Range of Services the company is offering
Geographic spread of the operations Revenues and Size of operations
In India, the structure of the IT-BPM industry is divided into the given categories:
Multinational Companies (MNCs): These are the companies that are registered and have facilities, assets
and operations in more than one country at a time. Generally, the company has its headquarters in one
country and operates in many countries. They cater to external clients (both domestic and/or global).
Indian Service Providers (ISPs): ISPs are only concerned with providing their services in India. These
service providers have their headquarters in India while they have their offices in multiple countries.
Global In-house Centers (GIC): Global In-house (GIC) are offshore centers that perform designated
functions for their parent company. They only work for their parent company and do not serve external
clients. GIC has a share of one-fifth of IT-BPM exports in India.
APPLICATIONS OF IT
In technologically advanced nations, Information Technology has become an integral part of daily life. For
users, computers serve as tools that provide desired information whenever needed. The use of computers
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