hcl analyst and advisor's day-us v1.1 in attrition ... copc sas 70 compliant oe ... microsoft...
Post on 04-May-2018
215 Views
Preview:
TRANSCRIPT
HCL Technologies Ltd.
Rahul SinghP id t & H d B i S iPresident & Head – Business ServicesRahul-singh@hcl.com
Content
Page
HCL Business Services: Last Quarter (JAS 2010)
F t F t HCL’ B i S i
3
4Fast Facts on HCL’s Business Services
Business Focus and Strategy
4
5 – 7
Case Studies 8 – 10
Summary 11
2
HCL Business Services: Last Quarter (JAS 2010)
$100 Mn US Deal Aligned capabilities with HCL
$60 Mn European Deal
2 Deals on Publishing Platform
Leverage Sales: Increase in Sales Funnel
Improvement in attrition
5.4% QoQ Growth10% FTE increase in AMJ/ JAS Quarter
Headcount Actual RevenueHeadcount Actual Revenue
3
Fast Facts on HCL’s Business Services
RevenueUSD 214 Mn*
Integrated Geographic Presence29 centers across US, UK, APAC, Europe and South America
Expertise220 Processes 8 European Languages
Professionals11,550+
* As on 30th June 2010
Pioneering 3rd Party BPO Operations in India
2001 – 1st BPO by any of the IT major
2002 – Overseas acquisition of NI the 1st GDM by
Recognitions
No 1 Top cross-industry BPO & Best Managed Global Outsourcing Vendor 2002 – Overseas acquisition of NI, the 1st GDM by
Indian BPO
2007 – Acquired Liberata (HCL IBS), probably the 1st platform business in Indian industry
In the ‘Leaders’ Category of the Global Outsourcing 100
‘Best Employer Award’ at the BPO Excellence Awards
Level 5 PCMM certified
No1. on Customer Referencing for Q3 2010- Forresterg
IT – ISO 20000
IT Security – ISO 27001
6σ
KaizenQ lit & IT Security ISO 27001
COPC
SAS 70 CompliantOE
BPR
Quality & Compliance
4
Customer Spread60 million transactions every year with 99.1% accuracy, 85% SLA conformance
HCL Business Services – Changing Business Environment
What Clients are Demanding
Domain Orientation
Repositioning of HCL Business Services
Vertically aligned global sales and solutions
Innovation and improvement Value based process delivery and solution Technology leverage
Output/ Risk rewards
Multi Geographic delivery model
Skin in the game/ Transaction based pricing
IGDC (Integrated Global Delivery Centers)Shared services models
World Class standards Capability and delivery focusSkill based hiring; Global Culture
Business services approach End to end ownership/ capabilityCustomer centricity/ Collaboration approach
Business Aligned Multi Stack Outsourcing Supply-side to demand-side focus
5
HCL Business Services – The NeXt Gen BPO
Industry Vertical OrientedCreating Capability & Practices
Banking & Financial
Insurance(Life & TelecomRetailHealthcare ERU & Public Media,
P bli hi &
Creating Capability & Practices
Financial Services
Retail Banking OperationsCredit Card OperationsMortgage & Loan
(Life & Non Life)
Contact Center ServicesAgency AdministrationActuarial & Fi i l
Telecom
Customer Acquisition Order ManagementProvisioningNumber Portability
Retail Customer Relationship ManagementRetail Order ManagementL l
RetailServices
PharmaClinical Trial ManagementPharma co vigilanceSales &
Customer InformationBilling ManagementData Management
ServicesPublishing & Entertainment
Pre-Media ServicesPre-Press ServicesPre-ContentMortgage & Loan
OriginationReconciliationTransfer AgencyFund AdministrationTrade/ Forex/ Cash P i
FinancialsPolicy AdministrationPremium AccountingPension & Annuity ServicesClaims
Number PortabilityCustomer ServicesBilling ManagementCollectionsCustomer RetentionTechnical SupportC
Loyalty ManagementPLCC ManagementCPG Sales SupportAutomotive Sales & Service M t
Sales & Marketing Analytics
ProviderRevenue Cycle ManagementCodingClinical Transformation
Data ManagementCollections and Debt ManagementSmart Meter Management ServicesAsset Management
Pre-Content ManagementNewspaper-OnlineMedia Buying ServicesI-Phone/ Digital Device Content Processing
Performance Attribution & Analytics
ManagementUnderwritingMail Room ServicesDocument Management
ConvergenceData Analytics
ManagementRetail Business IntelligenceCategory Management
PayerMembership ServicesClaims Management
gResource Management
Management
Knowledge Process Outsourcing
Customer Relationship Management
FAO
HRO
Account Payable Account Receivable General Ledger and Reporting
Credit Management & Collections Fixed Assets & Accounting
Forecast Analytics
Recruitment & Staffing Workforce Automation Benefit Administration
Knowledge Process Outsourcing
7
HRO
OTHERS
Payroll Workforce Development Compensation
Indirect Spend Management Revenue Enhancement Services Return Management
Forecasting Planning & Sourcing Business Intelligence/Survey/Mystery Shopping
Case 1: HCL delivers a robust, scalable, cost effective, and integrated solution for a diversified Financial Services Group
A leading Bank in Europe providing services to retail and wholesale customers in multiple countries/ regions
Background
I t t d M lti C t
Service and fulfillment of multiple products, credit cards etc in high volume environment
Multi Product Origination Life Cycle Management Benefits
Customer Access Point (Client Sites)
HCL – Near ShoreMail Room
HCL – IndiaDelivery Centre
HCL – Northern Ireland
Customer Contact
Integrated Multi Country Delivery
Enabled Client to rapidly launch new products
Set up in 4 monthsReceives application forms for
Segregates forms and instruments
Receives forms, indexed and batched
Receives Exception management
Capacity of 5-6Mn transactions P.A.
Value Delivered to Client (40%)
forms forDepositsCredit cards
Receives financial instruments like checks
and instruments
Scans forms using Document Management & Workflow system created by HCL
indexed and batched
Data enters into workflow system
Does KYC checks
management requests
Resolving customers issues on call
End Customer Satisfaction
Scalable End to End Solution
checks
500+ Client Sites
Sends both to HCL mail room PO box
y
Manages checks clearance
Creates customer account on the client system
Sends exception t
8
management requests to HCL Ireland site
Case 2: HCL's Global Integrated Offering for Media Publishers
Leading media company with its portfolio of events, publications and electronic products and web sites
Background
Pl iEdit i l
India’s First Technology Integrated work flow in Content Production &
BenefitsMulti Product Integrated Platform
r
Page Estimation/ BudgetingCreate Folio Plan
PlanningEditorial
Content Commissioning/ Authoring
Virtual Proofing
Content Production & Creation of all publications: print media, websites, apps
Technology Integration of Page Planning
Cus
tom
e
g gsystems with Editorial, Content Management and Print Workflows
Logistical management for print and digital
di t
Onsite Services Managed by HCL HCL Offshore Services
Print Mgmt
Ad Sales Distribution
Circulation Mgmt
Pre-Press Services
Graphic Services
Creative Services
Project Mgmt Online Services
Digital Asset Mgmt
media streams
Variable Pricing with an overall cost savings of 35% plus 10% through HCL’s Ops Excellence Focus
HC
L
9
HCL’s Platform
FocusEnd-to-End Solution
Case 3: HCL Improves Profitability for a Global Supply Chain Management Company
A global company providing solutions in supply chain management.
Background
Shared Services for better productivity and standardization
Benefits
Key Business Drivers Operating Model Solutionstandardization
Centralized customer service system to enhance customer satisfaction
Improve profitability and transparency of revenue management
Centralization & consolidation of back office functions across offices, and across two geographies in India
Shared Services to consolidate operations across offices
Process simplification and standardization
Increased billing accuracy resulting in DSO improvements
Onshore-Offshore e2e process
standardization
Developing applications to gain process transparency for cash flow
Build an activity based costing model for operations
10
SummaryThe Next Gen BPOThe Next Gen BPO
Improvements & Innovation led solutions with Transformation are the ‘Arrow Head’
Vertically aligned strategy with horizontal centers of excellencey g gy
End to end service offerings bringing together Technology, People and Processes
Delivering through IGDC (Integrated Global Delivery Centers)g g ( g y )
Value based pricing
Business Partnering/ Partnership approachg p pp
Delivering from Employee First Customer Second platform
11
top related