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Presenter: Chinmaya Saxena Designation: Manager, Global Sales & Solutions Support Date: 14 th March, 2005. Agenda. What we are. 1. What is BPO Potential. 2. What we do. 3. How we do. 4. Who we are. Leadership in business process outsourcing.

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Presentation Transcript
slide1

Presenter: Chinmaya Saxena

Designation: Manager, Global Sales & Solutions Support

Date: 14th March, 2005

agenda
Agenda

What we are

1

What is BPO Potential

2

What we do

3

  • How we do

4

Wipro confidential

slide3

Who we are

Leadership in business process outsourcing

  • Partner to industry leaders and challengers
  • 31 clients (including 13 for transaction processing),

12 among Fortune 500 ( as of September 30th, FY

2004 - 05)

  • Largest third party transaction processing company

in India**

  • Largest third party business process outsourcing

company in India)*

Expanding footprint

  • Delivery locations: Eight state-of-the-art centers in New Delhi, Mumbai, Chennai, Pune and Kolkata
  • Service lines: Largest breadth of services from customer relationship management to back office transaction processing & industry specialized services
  • Processes:95 + processes in production; handling 5 million calls and 500,000 back office transactions per month
  • Complexity: Providing Level 1,2,3,4 support

Clients

31

23

18

15000+

Employees

05

9500

5000

Revenues USD Mn

145

2500

95

41

11

2004-05***

2001-02

2002-03

2003-04

***Annualized revenue run rate for FY 2004-05

* NASSCOM, ** Independent Surveys

Wipro confidential

slide4

Who we are

SBU of Wipro Technologies : No. 1 provider of integrated business, technology and process solutions on a global delivery platform *

Clients

  • Partner to industry leaders
  • and challengers
  • 89 global 500 clients
  • 151 clients among Forbes 2000

370

339

272

180

160

150

Globaldevelopmentcenters

Global footprint

  • 35 countries
  • 10,000 itinerant employees
  • 9 near shore development centers

38

34

28

26

22

14

Employees

  • Diverse talent pool
  • 23 nationalities
  • 2000 domain consultants

37

19

14

(thousands)

13

10

8

Revenues**

  • Sustained growth
  • CAGR of 45% in last 5 years
  • 4th largest in the world in terms of market capitalization in IT services

1300

934

635

(Mn USD)

475

384

240

* Ranked leader by IDC, MetaGroup, Forrester - 2004

1999-00

2000-01

2001-02

2002-03

2003-04

2004-05

** Annualized revenue run-rate 2004-05

Wipro confidential

bpo industry size
BPO industry size

Worldwide BPO Spend

100% = $173bn

$37 bn

CAGR – 9.5%

ROW*

21%

100% = $110bn

$23 bn

ROW*

$39 bn

21%

Europe

23%

CAGR – 9.6%

$25 bn

Europe

22.6%

$97 bn

$62 bn

CAGR – 9.3%

$62 bn

North

America

$62 bn

56%

North

America

56.4%

2007

2002

Source: Gartner

The 100+bn global outsourcing market will grow at CAGR of > 9%

US will continue to constitute majority of the BPO market

Wipro confidential

india advantage
India advantage
  • 40%-60% cost reduction for offshored process
  • Differential in wages from the US or UK parent location at approx 70%-80%.
  • Interaction costs increase 10%-20% bcoz of India being a remote location….thus net savings of 40%-60%
  • Labour cost arbitrage, the reason for cost savings likely to exist for next 20-30 years

Cost

  • Faster turnaround time
  • Time zone difference
  • 24X7 service
  • Learning curve effect, given increased activity across companies and increased centralization within company

Productivity

  • Established methodologies and processes being rapidly adopted for better performance
  • Well defined quantifiable metrics for quality and process
  • Access to highly qualified – skilled pool

Quality

India’s value proposition

Source: Mckinsey Interviews

Opportunity for leveraging capabilities from remote location

Wipro confidential

perspectives on the indian bpo industry
Perspectives on the Indian BPO Industry

Perspective on the Indian BPO Industry

Raman Roy

Chairman and Managing Director

Wipro Spectramind

  • Industry non-existent a decade back
    • Only ‘evidence’ of BPO in India was data entry
  • Amex set up captive Financial Resources Center in1994
    • Leadership Contribution
    • Set up to service complete financial backoffice of JAPA Region
    • AP, AR, Tax, MIS, Closing of Books, Reconciliations etc.
    • Processing in English and all major Asian languages
    • With success, awarded work from Europe and N America
    • Processing in European languages added
    • Grew to over 500 people in just two years
  • GE Captive Center set up in 1996
    • Backoffice scope beyond Financial areas
    • Leadership introduced voice as recently as 1998
    • Tremendous success of this center made people notice India

Wipro confidential

slide8

Perspective on the Indian BPO Industry (contd.)

  • 2000 – third party servicing begins in India
  • Trends over the last decade
    • Earlier (Captive) Centers predominantly did
      • Accounting/Transaction Processing (eg. Amex, GE)
      • Voice processes followed with very small number of FTEs
    • Centers set up in / after 2000 (Captive or third party)
      • Clients showing appetite and interest in moving aggressively to other areas
      • Most have urgent business drivers and pain areas in voice-based processes (volume, bottom line, Quality, people) – skewed the industry to FTEs dedicated to voice
      • Moving to other areas slowly since the capability is there and the track record is strong
      • Third Party Industry employs over 200,000 people – larger number still employed by captives

Wipro confidential

expanding service lines
Expanding service lines

Voice (inbound/outbound)

  • Telemarketing – Selling new/upgrade products/services
  • Internal employee help-desk
  • Technical Support – L1/L2 desktops, network, software
  • Customer service – billing, new / existing plans, value added services, service order processing, Workforce dispatch, health claims, etc
  • Collections – early reminders to late stage collections

Customer relationship management

eMail / Web / Chat

  • Technical support – desktops, portables, network, software
  • Customer service
  • eSales

Service offerings

Industry services

Ability to provide multiple solutions for a single client

  • Insurance claims processing
  • Mortgage processing
  • Health claims adjudication
  • Credit card processing
  • Bank reconciliation

Industry/specialized services

Finance & accounting services

Supply chain services

  • Procure to pay
  • Plan to result
  • Order to cash
  • Compliance services
  • Inventory management
  • Direct procurement
  • Logistics & dispatch

Business optimization services (BOSsTM)

Knowledge services

Procurement services

  • Data analysis
  • Data mining
  • Data management
  • Spend data management
  • Supplier management
  • Procurement processing

“Customers that have a broad range of requirements but only have one major supplier should choose Wipro. It is active in all major functional segments with a broad range of vertical industry capabilities”

HR services

  • Employee data management
  • Recruitment Solutions
  • e-HR managed services

Forrester, April, 2004

Wipro confidential

customer relationship management
Customer relationship management
  • Consistently over performed on retention/saves SLA’s
  • 1550+ associates supporting these processes

Customer sales

cross sell – up sell

  • Managing voice-based processes for that require high % of ‘one call resolution’
  • 2200+ FTEs currently operate to this operating metric

Single call resolution

  • Servicing client processes that involve explaining service-platform changes
  • 1800+ FTEs currently supporting these processes

Explain to the customer changes in a product

  • The queues that we manage are tier 1 and tier 2 support & network hardware support
  • 2500+ FTEs currently supporting these processes

Technical support for internet service

Service offerings

Voice (inbound/outbound)

  • Telemarketing – selling new/upgrade products/services
  • Internal employee help-desk
  • Technical support – L1/L2 desktops, network, software
  • Customer service – billing, new / existing plans, value added services, service order processing, Workforce dispatch, health claims, etc
  • Collections – early reminders to late stage collections

Customer relationship management

eMail/web/chat

  • Technical support – desktops, portables, network, software
  • Customer service
  • eSales
  • 5+ million calls per month
  • Extensive cultural, language and process skills training to associates
  • Robust telecom infrastructure for managing voice & data communication

Illustrative solutions in the telecom domain/ FTE numbers correspond to our telecom clients for voice based processes only

Wipro confidential

boss tm services stack
BOSsTM services stack

Key elements of service delivery

Service offerings

Finance & accounting services

  • Procure to pay
  • Plan to result
  • Order to cash
  • Compliance services
  • Imaging
  • Indexing
  • Workflow management
  • Processing
  • Reporting and analytics
  • Controls and compliance

Business optimization services (BOSsTM)

Procurement services

  • Spend data management
  • Supplier management
  • Procurement processing
  • Procurement expertise
  • Seamless process integrating with multiple procurement platforms
  • Supplier management experience managing worldwide suppliers
  • Best in class process management
  • Multi channel share services delivery infrastructure

HR services

  • Employee data management
  • Recruitment Solutions
  • e-HR managed services
  • Self service enablement for easy access and decision making capabilities for employees/managers
  • Multi-channel (web and call) helpdesk
  • End-to-end HR data processing
  • Global employee data-warehouse for benchmarking, decisions and analysis

Application & technology ownership

Platform

Data analytics & reporting

Data cleansing, data management

Compliance

Wipro confidential

industry specialized solutions
Industry/specialized solutions

Service offerings

Illustrative solutions

Large life insurance company (Among top 5 in UK)

New business processing, broker follow-up, data capture, risk analysis (underwriting) and policy document generation.

Industry services

  • Insurance claims processing
  • Mortgage processing
  • Health claims adjudication
  • Credit card processing
  • Bank reconciliation

Underwriting & funding review – providing making recommendation to approve/disapprove home equity loan or line of credit.

Industry/specialized services

Internet-based lending company

Supply chain services

  • Inventory management
  • Direct procurement
  • Logistics & dispatch

Leading energy and power C\company (US, UK)

OTC logistics call center to gas service stations

Knowledge services

  • Data analysis
  • Data mining
  • Data management

Bio sciences research organization

Building genomics database

  • Domain expertise through vertical business structure
  • 25+ transition specialists
  • 500,000 + transactions per month
  • Global employee data-warehouse for benchmarking, decisions and analysis

Wipro confidential

delivery through phased proven approach to impart benefits over the entire relationship lifecycle
Delivery through phased, proven approach to impart benefits over the entire relationship lifecycle

Wave 1

Wave 2

Wave 3

Process

re- engineering

Transition

Customer

value

Process

optimization

Increasing customer value

Cost savings &

process standardization

Operations

Operations

Operations

Applications

Applications

Infrastructure

Process

Process + applications

Process + applications + infrastructure

  • Test processes, prove concept
  • Maintain quality
  • Initial cost savings through arbitrage
  • Best in class – process and technology optimization
  • Consolidation across operations / processes
  • Maximize savings through better turn-around and reduced defect rates
  • Process improvement using Six Sigma and domain expertise
  • Knowledge management
  • Evaluate technology, automation & consolidation options

Wipro confidential

making it happen
Making it happen
  • 8 world class delivery sites
  • Robust DS3 architecture
  • Extensive BCP methodology
  • First in India to achieve compliance on ‘Data protection act of UK’
  • Multiple levels of data & information security

“From the first day in dealing with Wipro, there’s been nothing but quality, character, highest integrity, highest quality work. As a JV partner you wouldn’t find a better partner. As a supplier, you wouldn’t find a higher quality partner“

Jack Welch

  • COPC certification
  • Six sigma rigor

remote

support

  • Best in class for providing Integrated

services

  • Dedicated project migration team
  • Proprietary transition toolkit
  • More than 13,500 employees
  • Experienced management team
  • Innovative HR Practices

"We have been very pleased with Wipro's performance and attention to security and privacy"

Chris Larsen, Chief Executive Officer, E-LOAN Inc

Wipro confidential

quality that yields benefits to clients
Quality that yields benefits to clients

Average Handle Time

Six Sigma

  • Wipro is the first company in India to adopt the six-sigma TQM methodology for defect and cycle time reduction
  • Wipro has demonstrated tremendous cost savings using tested processes within Six Sigma for its customers
  • Small, incremental improvements – used in conjunction with 6-sigma
  • Focus is on implementing small ideas without any investments
  • A person uses his/her creativity to come up with new ideas
  • Only an implemented idea is an improvement
  • Developed by a group of professionals from Amex, Dell, Microsoft and others.
  • The Malcolm Baldrige Quality award used as a basis
  • Standard exclusively for BPO centers
  • Wipro Spectramind is the first company to qualify for the standard using Six Sigma framework

Quality Score

  • 30+ full time black belts
  • Performance on customer critical performance measures (CPMs)
  • Processes meeting customer CPMs after stabilization
  • All associates ‘kaizen’ trained
  • More than 3000 ‘kaizen’ s implemented by employees

Wipro confidential

delivery model migration approach
Delivery model: migration approach

3

2

1

Managing what is outsourced - operations

How to migrate - transition

What to migrate –

pre-analysis / analysis

Managing what is outsourced

How to

outsource

2

3

What to

outsource

1

Process migration

Engagement approach

Pre-analysis / analysis

  • Developing process maps, standard operating procedures
  • Developing detailed timelines for migration – project plan
  • Baselining of SLA’s
  • Engagement model - communication plans
  • Customer interaction – on-site / offsite, via questionnaires / interviews
  • Migration based on de-couplability, offshoreability of processes, legal requirements, resource availability, customer benefits, risk, skill set availability, technology, etc
  • Operations and customer point of contacts
  • Engagement model
  • Change management
  • Cost savings analysis

Wipro confidential

talent transformation
Talent transformation

Attract

Motivate

Retain

  • Participation in planning of work & setting targets (commitment is more binding when choice is explicit & public)
  • Reward & recognition programs
  • Higher education programs – Wipro SEED
  • Top talent from campus - “Day 1” in all top universities in India
  • Strength of leadership team
  • Press / PR
  • Recruitment from commerce colleges and accounting/finance departments of local companies
  • Providing a fun-filled environment
  • Creating growth opportunities – “Wings Within”
  • Job rotation & enrichment
  • Performance orientation
  • Performance-linked incentive plan
  • Competitive compensation

iOrbit

A culture that motivates people to continually push the bar

Wipro confidential

training methodology
Training methodology
  • All but level 1 customized or custom-built
  • Certification and assessment built in at every stage
  • 90 trainers across the country
  • Ability to train in excess of 3000 people simultaneously, across our facilities in computer-based and instructor-led classrooms

Level 4: 2-8 weeks (process dependent)

On the job training

Level 3: 2-6 weeks (process dependent)

  • Buddy system
  • Shadowing
  • Live calls and/or Transactions

Process training

Level 2: 2-3 Weeks

  • Process-specific knowledge and skills
  • Systems and process skills

Pre-process training

  • Bridging cultural gaps
  • Effective communication
  • Voice-accent neutralization
  • Industry overview
  • Overview of customer systems, etc

Level 1: 2 days

Welcome program-WSWP

  • Introduction to Wipro Spectramind
  • Vision, culture, mission
  • Wipro Spectramind values and functions
  • Quality awareness

Wipro confidential

amenities offered to employees
Amenities offered to employees

Career/personal growth

Quality of work life

Bridge training for pre hires

-

State

-

of

-

the

-

art facilities

Spectramind talent engagement program

24 hour cafeteria

Pick

-

up and drop facility

Six Sigma and

Pragati

R&R

In campus ATM facility

Wipro Spectramind

leadership development program

Concierge desk

Help desks

travel, tax &

Outbound trainings

investment, technology

Employee satisfaction Surveys

Online HR help

Recreation facilities

Health

Family/ society

Dr. Max Onsite

Birthday leave

Mediclaim

Paternity/maternity leave

Group personal accident

Leave travel assistance

insurance

Examination leave

Compensatory time off

Wealth

MediClaim

for self and

Employee stock option plan

dependants

Attendance incentive

Process

based pay

Productivity linked incentives

Performance pay

Reward and recognition

Wipro confidential

risk mitigation information security

Secure availability

Risk mitigation & Information security
  • Process security
  • Comprehensive risk assessment during new service introduction in IT
  • External, internal and customer audits to provide security assurance
  • Information Security Policy guidelines & Policies for Organizational Security, Email & Internet, Back office functions etc
  • Network security
  • Secure dedicated channel between Wipro and client
  • Offshore centers insulated from internet and other networks
  • Multi-layered virus/worm/spam protection for the ODC network
  • Separate isolated VLAN based network for ODC
  • Top management focus
  • Security forum (CIO, CFO, CQO) report to chairman.
  • BS 7799 framework comprehensively addresses physical security, information security and BCP
  • Physical security
  • Offshore centers are physically and logically insulated
  • Offshore centers are declared ‘restricted access’
  • Liaison with external agencies to collect threat information
  • Layered access control system
  • Employee security
  • All security procedures explained during employee induction
  • All employees sign confidentiality agreement at the time of joining

"We have been very pleased with Wipro's performance and attention to security and privacy"

Chris Larsen, Chief Executive Officer, E-LOAN Inc

Wipro confidential

thank you for your time
Thank you for your time

Our promise

With utmost respect to Human Values, we promise to serve our customers with Integrity, through Innovative, Value for Money solutions, by Applying Thought, day after day

Information contained and transmitted by this presentation is proprietary to Wipro Limited and is intended for use only by the individual or entity to which it is addressed, and contains information that is privileged, confidential or exempt from disclosure under applicable law.

Wipro confidential