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travel agent career in a perfect location in Central London in the late 1970. His agency
was named Flightbookers and it became the first online travel booking services in the
UK. In 1998, thousands of passengers were booking their plights on the website. It was
the era of dot com bloom. Dinesh launched the ebookers and it was separated from
Dinesh knowledge of travel agency gave him good sense so when the dot com
mania ended, ebookers was prepared to face the crises. Being an important part of
ebooker’s strategy in 2001, the Technovate that was initially, providing services to the
group exclusively developed and started to create its own travel services by providing
business process outsourcing services to third parties. It also offered certified courses to
those interested to work in the travel BPO industry. In 2004, Cendant, a company with
huge client’s base acquired Technovate and became its captive center. The influx of work
led to Myron Ferro to join Technovate and managed the transfer of process from Cendant
to Technovate.
Technovate was the result of the Prashant Sahni joined ebookers. He noticed that
ebookers had very excessive operating costs. Instead of focusing on acquisition targets,
he shifted to back-office operation that could result in cost savings for ebookers. The
huge operating cost for ebookers led Prashant to consider moving some of Technovate
cost base facilities to a lower cost economy. Moving some of ebookers operation to India
1
was very tempting because it had low wage costs and competent English speaking
workforce. India’s infrastructure was improving rapidly and there are high profile
corporations that relocated their offices to India by either their own subsidiaries or
Prashant took some major steps. He acquired a brand new office building,
made the airline industry to standstill but Technovate still yield positive response.
Technovate became an important part of ebookers’ strategy and offered outsourced back-
office services.
In 2003, Technovate was valued US$ 150 million in the Indian business process
outsourcing and had a whole range of contract services, BPO services, and IT services to
ebookers. Now, Technovate has a third party BPO and started providing services to third
clients. It also has the travel BPO education center in India and Canada for people who
1. Process transition is the most critical phase in process outsourcing. What are the
relevant issues?
2
In process transition the relevant issues are
process.
or existing system
transition
3
In order for outsourcing to be successful, the transition management
should look like people who would transfer a tree from one site to another place.
The management team must pull out the tree from its roots and must understand
how deep the roots have gone. In creating a similar environment in the outsourced
place, the management team must finds out what kind of soil it is needed for the
report and the transition team were very significant in the business process
was very important. Therefore, the transition team had to create a process flow.
The transition team at the same time had to embrace various disciplinary
Information Technology. Operations people tackled all schedules and plans while
the IT workforce was responsible with the technology bid value and finding out
the people who would carry the task did not move along with the process. The
new team would take over the outsourced process. The documentation could be
easily transferred but the knowledge and the expertise of the workforce could not
be guaranteed.
4
Since the quality of service would be heavily affected therefore, services
level agreements and the formal task-level factors for the definition and