massolution nyc 2013: genpact case study

7/29/2019 Massolution NYC 2013: Genpact Case Study

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Presentation Title Goes Here

Applying Crowdsourcing to BusinessServices

Subroto Gupta, Vice President, Social Business and Product Innovation

NYC

September 18, 2013

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2/10


Who are We?

Manages 4,500 processes from

simple invoice processing to

complex statistical models

GE spin-offto 60,000+ staff;

Profitable mid-cap; partially

owned by Bain Capital

2

Factory-like use of advanced

metrics, data-driven processes,

innovative HR & specialized IT

Genpact provides Business Process & Technology Services to Global 1000 companies

24 Countries


3/10


Crowdsourcing can optimize global supply chain of labor +

Change how businesses operate

3

+

+

Decentralized (and

shared) + Global

+ third party

industrialized operations+ crowd

Re-engineered

Processes

New Workforce

Management Practices

Cloud based Process

Applications


4/10

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Expertise-based tasks

Repeatable, lower volume but clearly scoped

Micro-Tasks

Repeatable, high volume, very narrow scope

Specialized / Freelance Services

Low Volume, flexible scope work; hourly pay

Cost, Efficiency

Cost, Revenue,

Capability Gap

Our objective is to create an alternate, on-demand delivery

model ofdisruptive value

Quality, Speed,Revenue

1

2

3

Impact on


5/10


Objectives

Test microsite for UI, UX and bugs

Meet tight launch schedule

5 geographies

1 weekend

10+ scenarios

50+ use cases

On time110 accepted defects; 24 major>75% accuracyVisibility & tracking90% cheaper

Case Study 1 Crowd Testing

5

25 Testers


6/10


2011

Cop

Fast turnaround - 1 weekLocal market know-how & languageBeyond web (phone + emails)100% accuracy on sample check70% cheaper

Case Study 2 Secondary Research

Objectives

Identify & classify suppliers across categories in niche geographies

Perform basic due diligence

15 suppliers

x 10 categories

x 10 countries

6

10 Workers

1,500 suppliers


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What did we Learn?

Clearalignment to business objectives drives tractionBottom up identifies the best opportunitiesTask specific, best of breed partner approach works bestTechnology capability gap exists especially in micro tasksRealizable benefit < business case on paperData security, governance & quality of crowd are key client concerns

7


8/10


We are now looking at more areas

1MICRO TASKS

EXPERTISE

BASED TASK

SPECIALIST /

FREELANCE ROLES

Secondary researchLearning content

creation

L1 Product /customer support

Software testing

Niche expertise forspecific projects

2 3

Backlog datamanagement for HRShared Services

Social mediamonitoring

In-store datacollection

- Using Private Crowd i.e. Bench


9/10


Framework for harnessing Collective Intelligence

Knowledge

aggregation

Decision

making

Problem

solving

Idea

generation

Effective

governance

Employees Clients Suppliers Experts Crowd

Voice Video IM Social Workflow BI Network Analytics

WHY

WHO

HOW


10/10


Presentation Title Goes Here

Thank You

subroto.gupta[at]genpact.com @subrotogupta

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massolution nyc 2013: genpact case study

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