ExlService: Business Process Outsourcing in India

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Case

Reference no. E221

Subject category: Entrepreneurship

Authors: Charles A Holloway (Stanford Graduate School of Business, Stanford University); John P Morgridge (Stanford Graduate School of Business, Stanford University); Joshua Spitzer (Stanford Graduate School of Business, Stanford University)

Published by: Stanford Business School

Originally published in: 2006

Version: 11 September 2006

Length: 25 pages

Data source: Field research

Topics: Accounting and control; Business processes; Corporate governance; Cross cultural relations; Entrepreneurial management; Entrepreneurs; International business; Outsourcing; Process innovation; Sales organization

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Abstract

Charts the development of outsourcing service provider ExlService. Founded by Indian nationals Vikram Talwar and Rohit Kapoor, the firm has moved through several phases of evolution. At the conclusion of the case, the company is offering highly sophisticated outsourcing solutions to manage complex processes for insurance and financial services companies. Throughout ExlService''s history, it constantly faces pressures to revise and redefine its service offerings (as outsourced services become commoditized) and retain its well-trained workers (who are highly sought after in India).

Location:

New York, India

Industry:

Business process outsourcing