Simbhaoli Sugars Limited has deployed a new system of communication services through Voice Web, a mobile-based Internet technology, in rural areas for better engagement with the farmers who supply sugarcane to the SSL factory. The importance of perceived value of services to the end-users and the need to involve all stakeholders during the innovation set-up process are explained. Critical aspects of the service innovation concept are used to analyse the issues observed during the pilot deployment of Simbhaoli Sugars Limited's new communication services.

Business Process Outsourcing (BPO) service provider, Tecnovate eSolutions Pvt. Ltd, was set up in India as a captive to provide contact center services, BPO services, and IT services to its parent company in the travel services sector. Outsourcing is a complex phenomenon and involves formal evaluation and planning before companies can take the leap. Can be used as a vehicle for understanding the risks and challenges involved in a real life outsourcing scenario. Focuses on the critical transition sub-phase of the outsourcing lifecycle and the evolving growth strategies of business process outsourcing.