1Adjunct Professor, Marketing, IBS Business School, Mumbai, Hiranandani Knowledge Park, Off Technology Street, Powai, Mumbai – 400 076, India, gcnag@ibsindia.org
2Faculty Member, Marketing, IBS Business School, Mumbai, Hiranandani Knowledge Park, Off Technology Street, Powai, Mumbai – 400 076, India, ppandit@ibsindia.org
Online published on 15 February, 2019.
Business process outsourcing (BPO) had been the talk of the town for quite some time in the Indian service industry. In this sector few companies used innovative means to achieve continuous successes in their businesses. VFS (visa facility services) Global is associate company of Swiss multinational subsidiary, Kuoni Travel Group India Private Ltd., is one such outsourcing company connected with providing visa application services to diplomatic missions and thereafter engaged promoting tourism worldwide. This case explores the style of VSF's leadership which used various innovative processes and techniques in their success on continuous improvements over the years in the industry.
Outsourcing, Innovation, Leadership, Success, Industry
