The Artha Shastra Framework is a structured set of processes, methodologies, and tools to map client needs to service provider capabilities.

Geographical distribution of work almost always involves a discussion on technology, in terms of use of existing systems, connectivity, and process automation. Typically, the 'lift and shift' methodology and 'platform BPO' are seen as two ends of the technology intervention spectrum in the outsourcing world. However, the Artha Shastra framework envisages several gradations between the two ends of the spectrum to capture different levels of maturity in the use of technology for off-shoring.

Fig. The Technology Intervention Spectrum

Platform-Independent Workflows

Platform BPOs-promising complete automation of processes-are often the holy grail of outsourcing organizations and service providers looking to offshore work. The Artha Shastra framework, through the Technology Intervention Spectrum, points out that while moving into a relatively low labor cost paradigm, developing platform-independent workflows using the bank's existing infrastructure is more efficient than choosing the disruptive and more expensive option of platform BPOs.

Parameter Platform-Independent Workflow Platform BPO Incorporates industry best practices Integrates with existing IT systems of the bank Less Disruptive Uses a judicious mix of automation and manual processing to improve cost effectiveness Capitalizes on wage differentials of off-shoring destination

Operations Management

The Artha Shastra framework recommends the judicious use of technology in BPO workflows to ensure better operations management. Artha Shastra's workflow tools help create scalable, platform-agnostic workflows that make better use of the bank's existing systems from an operating perspective and integrate a process-specific distributed workflow that often captures industry best practices. These workflows make optimum use of automation and manual processing to leverage wage differentials in a low labor cost environment. Such a technology enabled platform has several advantages:

• Reduces duplication of data entry by integrating processing and monitoring into one workflow
• Provides transparent access to operating data to help both the bank and the BPO provider make informed business decisions quickly
• Helps track SLAs on a daily basis and also roll up data over longer durations of time
• Brings the transformation promise to the fore as areas of improvement are already encoded into the process steps

Governance

Artha Shastra's workflows have several inbuilt check points to improve governance. The workflows first identify who must share what data, with whom, and at what frequency, to ensure that business is on track. Next, appropriate dashboards are developed to capture and summarize requisite data, study trends and forecasts, and generate timely reports. The usage of such dashboards significantly reduces time spent on gathering relevant data and improves quality of decision making.

Business Value

The Artha Shastra approach of moving BPO providers along the technology intervention spectrum instead of taking the giant leap towards platform BPOs proves to be cost effective, more efficient, and least counterproductive in the long run for both the bank and the BPO provider.