CREATING A GLOBAL FOOTPRINT: A CASE STUDY O\ THE RESOURCE GROUP (TRG)

Abstract

The Resource Group (1 'KG) was founded in 2002. As a publicly listed company where stocks are traded on the Karachi Stock Exchange a short spell of 6 years it has become one of the largest Business Process Outsourcing (BPO) Company in the world. According to an estimate it has about 4,000 employees' world over with current revenues of $185 million. "1 KG has controlling stakes in a number of business services companies in North America and Western Europe. 1KG is repositioning itself for growth using a globalized service delivery model."1 KG has acquired well-known, award-winning service providers across the US, Canada and UK, including: (1) Alert Communications, (2) Central Voice (3) SKY North America (4) SKY Europe, (5) Reese Teleservices, (6) Telespectrum. Currently '1 KG is focusing on the teleservices industry. It provides voice, Web, and email based call center services to small businesses, as well as, Fortune 500 companies. '1 KG is also catering to the demand of offshore back office services such as finance functions, software development, data processing, IT helpdesk, marketing and administrative support.1KG's first venture as an offshore facility in Pakistan began with an operational unit at Lahore in 2002. Within few years the number of employees increased to 1000. After realizing the growth potential in Pakistan, "1 KG opened its second facility in Karachi, Pakistan. Additionally, it is currently implementing facilities in Manila, the Philippines and Casablanca, Morocco. This case study describes the rationale behind '1 KG's business model, the challenges associated with operating in a nascent offshore location, and the strategies employed to overcome these challenges. The case study also examines the prospect and potential of BPO in Pakistan.Keywords: BPO, "1 KG, offshore outsourcing, Alien.