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All of us at MphasiS wish you a very successful and
prosperous 2006.
Nearly 75% of US and European multinationals use outsourced
or shared services to support their business processes.
The year 2005 saw heightened outsourcing activity in
areas such as customer sales and service, finance and
accounting, HR and IT, with a growing interest in life
sciences and R&D activities. Outsourcing has become
a viable option to reduce cost and build flexibility
into business models and all indications show continued
high growth for the industry.
Successful outsourcing relationships in 2006 will be
characterized by:
Domain knowledge: A deep understanding
of the client’s industry is required for successful
execution of business process outsourcing arrangements
and successful application of technology. Domain knowledge
also generates big picture solutions that drive end
results, rather than just focusing on day-to-day generic
operating metrics.
Process Automation and Process Control:
Sustainable competitive advantage comes from the smart
use of technology to automate not only pieces of the
process, but to orchestrate the entire process and supply
chain.
Industrialization: Significant process
improvements can be realized through the applications
of tools and methodologies such as Six Sigma and TQM.
Examples include the improvement of customer satisfaction
in a technical support environment by applying Define-Measure-Analyze-Improve-Control
(DMAIC) methodology from the Six Sigma tool box.
The year 2005 saw MphasiS venture into multiple outsourcing
agreements in the telecom, hi tech and financial services
industries. To support our growing business, we opened
two additional India facilities in Noida and Ahmedabad.
We also rolled out our MPACT platform for performance
management, workflow and security to enable operational
performance improvements on the processes that we execute
on behalf of our clients. In 2006, our mission is to
assist our clients dramatically improve their business
processes through a combination of technology, domain
expertise and process execution excellence.
This edition of the newsletter showcases some recent
trends in outsourcing and our Life Sciences and Testing
Practices along with a description of MpacT for contact
centers.
Best regards,
Jerry Rao and Jeroen Tas
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Have you heard of hearing implants? It costs no
more than US$ 20,000 (complete surgical expense
and rehabilitation costs included) and gives the
individual 60%-80% chances of hearing again. The
Human Genome project has mapped the code of all
human genes in the databank. All such inventions,
innovations and scientific developments have made
a difference to thousands of lives. Robust research
and technological support is crucial to such projects.
This article details the challenges and processes
involved in clinical testing and drug discovery.
Most
organizations are grappling with balancing the
need to reduce testing costs while maintaining
product quality and meeting customer deadlines.
Commonly asked questions include “How do
I allocate testing resources? How do I justify
dedicated testing resources in projects? What
is the best way to approach the testing function?”
We detail MphasiS’ Testing approach in two
parts. Part one, featured in this edition, throws
light on the role of a testing architect, his
responsibilities, the testing plan and its execution.
MphasiS is now an 11,000+ strong company with facilities
in India, Mexico and China. MphasiS' India centers
include Bangalore, Mangalore, Pune, Mumbai, Noida
and Ahmedabad. The China facility is located in
Pudong Software Park. This reflects our growing
international presence and our strategy to reach
out to different corners of the globe. 
