IDEAS home Printed from https://ideas.repec.org/h/pal/palchp/978-1-137-26855-6_4.html
   My bibliography  Save this book chapter

The Offshoring Industry in India: Moving Up the Value Chain?

In: Innovation in India

Author

Listed:
  • Doris Rajakumari John

Abstract

When American Express launched its Indian rupee card, the operations at its Indian division were revealing. The company found that the cost per transaction from India was significantly lower than those of the more advanced markets and that the quality of the output was also significantly superior. According to Raman Roy, touted as the father of the Indian outsourcing industry, who was in charge of the operations, ‘The real gains were greater because of our execution efficiency, the number of first-call resolutions of customer problems, and the ease with which we resolved the issues (which was purely a function of our more qualified and better educated staff)’ (Knowledge@Wharton, 2003). Realising the substantial advantages of the Indian operations, John McDonald, the controller at American Express, soon added more responsibilities and the Indian unit became a key part of American Express’ global operations. Overcoming a number of technological hurdles, Raman Roy, in charge of the Indian unit, was able to show superior work and also the resultant cost savings that were possible.

Suggested Citation

  • Doris Rajakumari John, 2012. "The Offshoring Industry in India: Moving Up the Value Chain?," Palgrave Macmillan Books, in: Suseela Yesudian (ed.), Innovation in India, chapter 4, pages 49-73, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-137-26855-6_4
    DOI: 10.1057/9781137268556_4
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:palchp:978-1-137-26855-6_4. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.