The case on Wipro BPO’s Base)))TM highlights the critical decisions faced by service businesses as they develop products and platforms. This case elucidates the evolution of the Indian business process outsourcing (BPO) industry, Wipro’s competitive position in the industry, and the architecture of the Base))) Suite of products. As Base))) began contributing to Wipro BPO’s competitive advantage, the company had to make a few key decisions regarding product integration, verticalization, and network management in the context of Base))) Suite of products.
This case would provide the students opportunities to learn the differences between open and shared platforms; as well as between proprietary and shared platforms. In the context of a productization opportunity such as a Wipro BPO Base, the trade-offs between the different types of platforms for network growth and monetization would be highlighted.