Verticals & Functions

The term ‘Business Services’ has undergone several changes in its character
and description over the last 2 decades…

Like Shared Services, IT Enabled Services, Business Process Services, Business Process Management, etc.,
and now, in the Digital era,is slowly becoming Enterprise Services Management.

Sometimes the term used also describes the maturity of the organization and we, at QG, keep the variety of terms in mind while we create and provide the contextual D-Cap^TM solution. From classical models point of view, there are essentially two Models: In-house Centres or Captive Centres Model and Third Party or Outsourcing Model. Dedicated Captive is our New Age solution of QG for Business Services that innovatively combines Low Scale and High Capabilities and Operations & Transformation.

Types of Business Services

By whatever name called, the Business Services covers

• Two major types of Verticals (or Domains, Industries etc.,) i.e. Manufacturing Sector Verticals and Services Sector Verticals, and
• Two broad types of Functional Categories – Support Functions (or Staff Functions, Corporate Functions, Horizontal Functions, Enterprise Functions, etc) of both Manufacturing & Services Sector Verticals & Operations Functions specially for the Services Sector like BFSI, Telecom, Healthcare etc

The Support Functions are mostly common for both types of Verticals and are largely represented by F&A, HR, Procurement, IT, Customer Lifecycle Management, Supply Chain, Logistics etc., Engineering, Research and Design (ER&D) services are very specialised services for the Manufacturing Sector companies and are generally classified more as Enterprise Services than Business Services.

The Operations Functions vary and are specific to the respective Business of the Services Sector, like Banking will have processes relevant to Opening of Current Accounts, Savings Accounts, etc., while Insurance will have process relevant to this Business like Policies Issued, Claims, Claims settled etc.,

Interestingly, for the Manufacturing Sector Verticals, the headcounts in Support Functions are usually limited and lend themselves for the D-Cap^TM Solution for effective operations. The operations functions for Manufacturing Sector Verticals do not come under Business Services as they are directly linked to Business.

On the other hand, for the Services Sector companies, the Support Functions are limited more like the Manufacturing Sector companies, but the Operations Functions are quite large since they are directly linked to Business and they lend themselves to consolidation and management as Business Services. The early stage adopters of Shared Services included several BFSI Companies which have a large number of resources deployed in transactional operations – both voice and non-voice – and these have been brought under the classical models of Pureplay Captive Centres or Outsourcing to Service Providers.

Verticals for Business Services

D-Cap^TM as a solution is essentially for Corporates – in overseas and in India - that have starting from 50 to 100 headcounts and up to 500 Headcounts and is more suited to all Manufacturing Sector organizations (Revenues up to US$ 5Bn) and mid to small Service Sector corporations (Revenues up to US$2 – 3 Bn). QG leadership have Business Services experience in multiple domains, both in the Manufacturing and Services Sector Verticals and the D-Cap^TM solution can be offered to the following major verticals as below:

Unlike Centralization, all processes under the Functions are not consolidated when it comes to Shared Services or Captive Centres. Only those processes that can be remotely managed effectively will be pulled into the Captive Centres. We have proprietary tools like Process Assessment Matrix (PAM^TM) or Impact Based Offshoring Potential (IBOP) to systematically assess which processes can be consolidated. Broadly, the Processes that can be brought under Captive Centre for the various Support Functions are described below:

Processes for Business Services