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Content Transformation in the Next Decade

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Content Transformation in the Next Decade. Solutions. People. Innovation. SPi Global – A Snapshot. Leader in KPO and customer support solutions. Three decades in the business. Owned by an NYSE listed company. Market Leadership. Client Profile.

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slide1

Content Transformation in the Next Decade

Solutions.

People.

Innovation.

slide2

SPi Global – A Snapshot

  • Leader in KPO and customer support solutions.
  • Three decades in the business.
  • Owned by an NYSE listed company.

Market Leadership

Client Profile

  • 300+ clients across industry sectors including publishing, healthcare, legal, automotive, electronics, and financial services.
  • Fortune 1000 companies, category market leaders, non-profit organizations, and government agencies.

Global BPO Solutions

Awards & Recognition

People

  • Ranked #1 service provider – print & publishing outsourcing vertical, 2009 Black Book of Outsourcing.
  • Non-voice BPO of the year, 2010 ICT awards, Philippines.
  • 14,000+ people in 26 delivery sites across United States, Europe, and Asia (Philippines, India, Vietnam).
slide5

Our Experience

POD

  • 30 Million Pages
  • 5 years.

PDF

PDF

Hardcopy

2000

2010

XML

  • 25 Million Pages
  • 18 months.

Application Files

eBook

slide6

The Secret Formula

Solution

+

People

Performance

Execution

=

x

+

Innovation

slide7

A Good Plan is Half the Job

Increasing Complexity/Cost/TAT

Source Material

Complexity

Enrichment

XML Output

Text Accuracy

TAT

Tables/Math

slide8

Change is the Only Constant

Small Steps

Big Leap

Small Steps

slide9

Case Study

Situation Summary

  • Initial digitization initiative involved scanning color images in line-art.
  • Tradeoff between image quality and file size (i.e. download times on dialup lines).
  • File size was not an issue with the coming of DSL and broadband.

Solution

  • Rescanning color images in grayscale and updating the PDF files.
  • Key enabler: onsite archive.
slide10

Harnessing a Global Resource Pool

  • Multi-site, Multi-country approach.
  • Seamless Integration.
  • Online tracking/reporting tools.
slide11

value

complexity

Scale Alone is not Enough

ComplexProcesses

  • End to End responsibility of maintaining content for a leading information provider.
  • Combination of manual data collection and automated scripts.
  • Delivery team made up of data technicians, customer support reps, technical writers, content editors, database designers, conversion engineers etc.

Designers, Engineers

Judgment Based Processes

Editorial, Analysts

Transactional

Processes

Data Techs, Customer Support

slide12

Technology Powers Innovation

  • 120-member Technology team.
  • Innovation Lab.
  • Developing custom-built solutions.
  • Implementing “off-the-shelf” tools.

Product Development

Quality Control

Process Improvement

Productivity Improvement

slide13

Case Study

Situation Summary

Results

  • Over 10 Billion characters processed every year.
  • Consistently meets TAT and accuracy.
  • Project involved XML conversion of images of documents with quick turnaround (4 hrs) and high accuracy.
  • Plain OCR did not guarantee accuracy.

Solution

  • SPi created a customized program that enabled a faster proofing and correction process.
    • Characters with low confidence are highlighted.
    • Proofing and correction possible on same screen.
slide14

Case Study

Situation Summary

Results

  • Improved accuracy and quality.
  • Improved productivity by over 40%.
  • Client process involved printing and manually checking the accuracy of page numbering after amendments.

Solution

  • SPi created a tool that automatically checks the page numbers in the PDF output, using a defined set of complex business rules.
slide15

The Next Decade

SOLUTIONS

Customized to meet changing requirements.

Who can execute flawlessly and are willing to go that extra mile.

PEOPLE

INNOVATION

Is a part of the culture.

slide16

Thank You

www.spi-global.com

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