G6 North America 2011 - Tiger Tyagarajan, Chief Operating Officer, Genpact
Innovation is driven by three factors, says Genpact's Tiger. First, you need a deep partnership between the services center and its client; second you need an alignment of goals – incentives -- across both parties; and third you need access to intelligence, benchmarking and capabilities that push you along. The root of the problem is that shared services are generally not structured as profit centers. So the incentives are not there. But the crux is the third driver – if you are only servicing one customer you can’t leverage the breadth and depth of data and knowledge that a provider can with its 100s of clients. A clear win for the provider market, says Tiger.