Everest Group PEAK Matrix TM for Supply Chain Management (SCM) BPO Service Providers

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1 Everest Group PEAK Matrix TM for Supply Chain Management (SCM) BPO Service Providers Focus on TCS December 2014 Copyright 2014 Everest Global, Inc. This document has been licensed for exclusive use and distribution by TCS

2 Introduction and scope Everest Group recently released its report titled Supply Chain Management (SCM) BPO Service Provider Landscape with PEAK Matrix TM Assessment This report analyzes the changing dynamics of the SCM BPO landscape and assesses service providers across several key dimensions. As a part of this report, Everest Group updated its classification of more than 10 service providers on the Everest Group Performance Experience Ability Knowledge (PEAK) Matrix for SCM BPO into Leaders, Major Contenders, and Emerging Players. The PEAK Matrix is a framework that provides an objective, datadriven, and comparative assessment of SCM BPO service providers, based on their absolute market success and delivery capability. Based on the analysis, TCS emerged as a Leader. This document focuses on TCS SCM BPO experience and capabilities. It includes: TCS position on the SCM BPO PEAK Matrix Detailed SCM BPO profile of TCS Buyers can use the PEAK Matrix to identify and evaluate different service providers. It helps them understand the service providers relative strengths and gaps. However, it is also important to note that while the PEAK Matrix is a useful starting point, the results from the assessment may not be directly prescriptive for each buyer. Buyers will have to consider their unique situation and requirements, and match them against service provider capability for an ideal fit. 2

3 Everest Group s research is guided by a framework that clearly distinguishes supply chain from Finance & Accounting (F&A) and procurement processes Sourcing and procurement BPO is covered extensively under Everest Group s PO research offering, Access Everest Group s Procurement Outsourcing (PO) research Outsourcing of activities under Make segment are primarily associated with contract manufacturing Make/ manufacture Production and testing Asset Packaging and staging Demand Spend analytics Source and procure Supply chain Deliver Lead and quote Strategic sourcing After sales services Returns Service contract Claims/warranty Category Vendor and contract Requisition to purchase order Invoice processing Accounts payable and Travel & Expense (T&E) Accounts receivable Aging and collections Dispute & deductions Inventory Finance and accounting Management reporting and analysis Budgeting and forecasting Fixed assets General accounting Regulatory compliance and taxation Treasury and risk Internal audit F&A operations analytics Order Order fulfillment Logistics administration Master data (vendor/client/item) Reporting, Analytics, and Compliance (RAC) support 3

4 Everest Group PEAK Matrix 2014 SCM BPO market standing Performance Experience Ability Knowledge Everest Group Performance Experience Ability Knowledge (PEAK) Matrix for SCM BPO 75 th percentile High Leaders Major Contenders TCS Accenture Genpact OnProcess Infosys Market success 25 th percentile WNS HCL Capgemini EXL Aegis Wipro Emerging Players 75 th percentile Leaders Major Contenders Emerging Players Low Low 25 th percentile SCM BPO delivery capability (Scale, scope, technology, and delivery footprint) High Source: Everest Group (2014) 4

5 TCS (page 1 of 3) SCM BPO services overview Company overview Tata Consultancy Services (TCS) is an IT services, consulting, and business solutions organization. An established procurement outsourcing service provider, TCS has rapidly ramped-up its service capability in SCM BPO domain as well. Currently, positioned as a Leader on the Everest Group SCM BPO PEAK Matrix, TCS is continuing its investments in this space in the form of both technology and process expertize SCM BPO process-wise scale Manufacture >1,500 FTEs 500-1,500 FTEs <500 FTEs Deliver After market services Others Key leaders Abid Ali, Global Head, Business Process Services Raj Nooyi, Global Head, SCM BPS Saurabh Ray, Head, SCM BPS Headquarter: Mumbai, India Website: Market success assessment Global SCM BPO market share Percentage (2013) 7-9% 5-7% 6-8% Scale of operations Number of SCM BPO FTEs over time Number of contracts Annualized Contract Value (ACV) Total Contract Value (TCV) <4,150 Global SCM BPO market share over time Percentage share by ACV 8% <1,000 <2,000 <5% 5-7% Source: Everest Group (2014) 5

6 TCS (page 2 of 3) SCM BPO capabilities and client portfolio Comparison of TCS SCM service aspects to industry practices Process scope Technology leveraged TCS, like other providers, is primarily focused on providing services in the deliver subprocess However, it is at variance to the industry as it has relatively smaller scale in after-market Similar to some of the other mature providers, TCS offers analytics-based monitoring and control solutions to its clients Like most other providers, TCS leverages a number of generic proprietary and third-party solutions to deliver its services It has recently developed an automation solution built around TRAPEZE solution accelerator. This is likely to position it among the top technology solutions providers in this space Pricing model FTE-based pricing is the predominant mechanism leveraged by TCS in providing SCM BPO services However, with the increased adoption of technology and managed services framework, the industry is seen progressing from pure input-based pricing models to a hybrid model of input-, output-, and outcome-based pricing structures SCM BPO active deal split by signing region Middle East & Latin America Africa 1% 18% Asia Pacific 35% Continental Europe 20% 26% North America SCM BPO FTE split by buyer industry Banking, Financial Services, and Insurance (BFSI) Pharma & healthcare Manufacturing 5% 5% 6% Logistics Consumer 38% Packaged 12% Goods (CPG) & retail 27% Hi-tech & telecom 1 Everest Group estimates based on contractual and operational information till December 2013 Source: Everest Group (2014) SCM BPO FTE split by sourcing location 2013 Onshore 3% 97% Offshore (North America, Western Europe, Australia, and New Zealand) (India and Southeast Asia) 6

7 TCS (page 3 of 3) Everest Group assessment Delivery capability assessment Assessment dimension Scale Scope Technology capability Delivery footprint Rating Remarks Low Medium Medium-high High TCS is a Leader on the Everest Group PEAK Matrix for SCM BPO Nearly 30 active contracts; SCM BPO FTE headcount rapidly rising (more than 4,100 in 2013) Among the widest coverages in terms of buyer locations and industries in SCM BPO services Medium technology capability from the perspective of proprietary tools Almost all the FTEs based out of offshore locations; delivery centers only in two of the nine global regions 1 considered High Market success 25 th percentile Low Low Major Contenders EXL Aegis Emerging Players OnProcess WNS Wipro 75 th percentile HCL Capgemini TCS Accenture 25 th percentile SCM BPO delivery capability (Scale, scope, technology, and delivery footprint) Leaders Genpact Infosys High 75 th percentile Overall remarks With a scale of over 4,100 SCM BPO FTEs and over 25 SCM BPO clients, TCS has been positioned as a Leader on the Everest Group SCM BPO PEAK Matrix Widespread coverage in terms of both buyer locations and industry are the key differentiators for TCS In terms of supply chain planning services, its portfolio spans make/manufacture to deliver to after-sales services. TCS has capabilities in order, vendor relationship, and logistics support as well 1 North America, Latin America, United Kingdom, Western Europe, Eastern Europe, India, Southeast Asia, Middle East & Africa, and Australia & New Zealand Source: Everest Group (2014) 7

8 Appendix 8

9 Everest Group classifies the SCM BPO service provider landscape into Leaders, Major Contenders, and Emerging Players on the Everest Group PEAK Matrix Everest Group Performance Experience Ability Knowledge (PEAK) Matrix Market success High 25 th percentile Emerging Players 4 th quartile performance across market success and capability Major Contenders 2 nd or 3 rd quartile performance across market success and capability 75 th percentile Leaders Top quartile performance across market success and capability 75 th percentile Low Low 25 th percentile SCM BPO delivery capability 1 (Scale, scope, technology, and delivery footprint) High 1 Service providers scored using Everest Group s proprietary scoring methodology described on the following page Source: Everest Group (2014) 9

10 Service providers are positioned on Everest Group PEAK Matrix based on evaluation across two key dimensions Leaders Measures success achieved in the market. Captured through ACV of active contracts in 2013 and clients as of 2013 Market Success Major Contenders Emerging Players Delivery capability Measures ability to deliver subprocess successfully. Captured through five subdimensions Scale Scope Technology Delivery footprint Measures the scale of operations (revenue, number of FTEs, etc.) Measures the scope of services provided across, processes, industries, geographies, etc. Measures the capability and investment in tools and technologies that help deliver better services Measures the delivery footprint across regions and the global sourcing mix Source: Everest Group (2014) 10

11 FAQs (page 1 of 2) Does the PEAK Matrix assessment incorporate any subjective criteria? The Everest Group s PEAK Matrix assessment adopts an objective and fact-based approach (leveraging service provider RFIs and the Everest Group s proprietary databases containing providers deals and operational capability information). In addition, these results are validated / fine-tuned based on our market experience, buyer interaction, and provider briefings Is being a Major Contender or Emerging Player on the PEAK Matrix an unfavorable outcome? No. PEAK Matrix highlights and positions only the best-in-class service providers in a particular functional/vertical. There are a number of providers from the broader universe that are assessed and do not make it to the PEAK Matrix at all. Therefore, being represented on the PEAK Matrix is in itself a favorable recognition What other aspects of the PEAK Matrix assessment are relevant to buyers and providers besides the PEAK Matrix position? The PEAK Matrix position is only one aspect of the Everest Group s overall assessment. In addition to assigning a Leader, Major Contender or Emerging Player title, Everest Group highlights the distinctive capabilities and unique attributes of all the PEAK Matrix providers assessed in its report. The detailed metric level assessment and associated commentary is helpful to the buyers in selecting particular providers for their specific requirements. It also helps providers showcase their strengths in specific areas What are the incentives for buyers and providers to participate / provide input to the PEAK Matrix research? Participation incentives for buyers include a summary of key findings from the PEAK Matrix assessment Participation incentives for providers include adequate representation and recognition of their capabilities/success in the market place, and a copy of their own profile that is published by Everest Group as part of the compendium of PEAK Matrix providers profiles 11

12 FAQs (page 2 of 2) What is the process for a service provider to leverage their PEAK Matrix positioning status? Providers can use their PEAK Matrix positioning in multiple ways including: Issue a press release declaring their positioning/rating Customized PEAK Matrix profile for circulation (with clients, prospects, etc.) Quotes from the Everest Group s analysts could be disseminated to the media Leverage the PEAK Matrix branding across communications ( signatures, marketing brochures, credential packs, client presentations, etc.) The provider must obtain the requisite licensing and distribution rights for the above activities through an agreement with the designated PoC at Everest Group 12

13 At a glance With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of the next generation of global services Through its practical consulting, original research, and industry resource services, Everest Group helps clients maximize value from delivery strategies, talent and sourcing models, technologies, and approaches Established in 1991, Everest Group serves users of global services, providers of services, country organizations, and private equity firms in six continents across all industry categories Dallas (Headquarters) New York Toronto London Delhi Stay connected Websites Blog

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