bpo overview niit
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© 2014 NIIT Technologies Confidential
BPM Overview
© 2014 NIIT Technologies Confidential
NIIT Technologies: Global IT & BPO Services Organization
Sharp vertical focus
229 clients across 18 countries
80%+ revenues from 3 core verticals:
• Travel and Transportation (TTL)• Insurance• Banking, Financial Services
40%+ revenues from TTL vertical
Listed in the Forbes Asia's 200 Best under a Billion Companies in 2013
Ranked Leaders in RDM BPO 2014 under ‘Instrument Data view’ category by NelsonHall NEAT Matrix
Ranked as Emerging Player in Everest 2014 FAO PEAK Matrix
True global presence
Global Delivery Network with centers in :
• Augusta, USA
• Madrid, Spain
• Manila, Philippines
• Several locations in India
Ranked No.1 globally in 2012 ASTD (American Society for Training and Development) BEST Awards
“Award for Delivering Business Value” National Awards for Excellence in June 2014
“Best Managed Services” Outsourcing Excellence Award in April 2014
Ranked 6th in Top Employer category at Asia's Best Employer Brand Awards 2013
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Acknowledged specialist provider
© 2014 NIIT Technologies Confidential
Industry leading ProcessGym™ consulting Methodology
Seamless transition through BPM3 framework
Successful Six Sigma & Lean implementaton for process standardization, optimization and reengineering
TermsMonitorTM - Workflow management tool with real time monitoring and performance dashboards
K-Portal - In-house knowledge management tool
Center of Competence
Domain centric IP assets & Practice teams
IP Led Integrated IT BPO Solutions
Experienced domain experts and industry leaders in focus verticals
Blue chip clients: Emirates, UBM Aviation, Air Berlin, Morris, DLG, SEI, Voya
Consistently rated ‘Excellent’ on client satisfaction score for most of our clients
“Awarded for Delivering Business Value” National Awards for Excellence in June 2014 by “National Award for Excellence in Outsourcing and BPO”
NIIT Technologies BPO Overview
Proven Expertise Vertical knowledge led BPONew Ideas, More Value™ led
Business Process Management
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Global Delivery Footprint - BPM
Legend
Delivery CenterLEED Platinum Certified Campus
Augusta
Madrid
Gurgaon Greater Noida
BengaluruManila
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BFSTTL MediaInsurance
• Passenger revenue Accounting
• Fare Audit
• Route Profitability Analysis
• Disruption Monitoring
• Contract Loading
• Content Management
• Survey Campaigns
• Account Administration
• AML/Fraud Mitigation
• Reconciliations
• Asset Transfers
• Trade Processing
• Performance reporting
• Master Data Management
• New Business Setup
• Policy Administration Services
• Underwriting Support
• Benefits Administration
• Risk Aggregation Services
• Ad Creation services
• Product Designing Services
• Online and Rich media
Multi Channel
Phone
Chat
Finance & AccountingContact Center
Research & AnalyticsHRO
Business Process Services
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Multi Channel
Phone
Chat
Contact Center Services
Customer Services Technical Support
• Level 1 Remote Technical Helpdesk
• “How to” Questions• Account Administration• Query Resolution and
Escalation• Ticket Resolution till
closure• Enquiries• Follow up calls• Post Sales Warranty
Support• Product support• Feedback Management
Sales & Telemarketing
• New Customer Acquisition
• Specialty Telemarketing programs
• Cross Selling • Up Selling• B2C consumer Surveys• Data Research &
Analysis• Follow up calls
Inbound•Inbound Customer Care•General Enquiries/ Query Management•New client acquisition•Up/Cross Selling•Website Navigation SupportOutbound•Retention Sales•Customer Retention•Verification Services•Follow up calls
TermsMonitor™ 6
© 2014 NIIT Technologies Confidential
Long Standing IT – BPM Relationship
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ADM Testing IMS BPM SMAC
17+Global Asset Administrator
15+
12+
16+
06+
06+
03+
02+
02+
Client Years
Engagement Initiation Engagement Expansion
© 2014 NIIT Technologies Confidential
Models
Models
Models
Delivery
Delivery
Delivery Skills Service culture Best in class experience
ODC Virtual Captive Securing IP and internal knowledge while outsourcing
Remote Management Cloud based IT- BPO Future proof
Offshore, T&M/Fixed price Right – shore, outcome based Win - Win
Build Co-create Industry leading solutions
Mutli - Vendor Integrated IT - BPO Quick Time to Market
New Ideas More Value –Transformational Engagements
ExampleTraditional New Value
Global Asset Administrator
Best offshore service award
Best Managed Services Outsourcing Excellence Award
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© 2014 NIIT Technologies Confidential
ProcessGymSM - Continuous Improvement Management
Operations Technology
SME Six Sigma, Lean
Process Gym Consulting Team Process Study
Operations Technology
Output
• Improved Processes
• Efficiency Roadmap
• Outsourcing Possibilities and Solutions
• 10+ Clients have reaped benefits from Process Gym• More than 20% savings on implementation of recommendations
Gap AnalysisProcess Overview & Stakeholder Analysis Cost Benefit AnalysisBaseline Validation
• Understand the “As Is” process, IT (Applications) & Infrastructure state
• Agree Scope, objectives and procedures
• Convert Voice Of Customer to Critical To Quality metrics.
• Process Prioritization• Identify key issues, VA &
NVAs in processes• Conduct risk assessment
• Validate all key issues and confirm the current baseline performance
• Create re-engineered “To be process Maps”
• Recommendations on process automation
• Cost Benefit Analysis• Create Risk Mitigation Plan
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© 2014 NIIT Technologies Confidential
TermsMonitor™ - Enterprise Relationship Management System
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Web based application for managing the dynamic business environment, online communication & collaboration
24X7 access online process information
Repository of process performance data
Structured and standardized approach for sharing project information
Online quality monitoring framework
Informed decision making through real time reporting and process health
Manage employee life cycle management.
QualityReporting Technology EcosystemResource Allocation
© 2014 NIIT Technologies Confidential
K-PORTAL™ - Knowledge Management System
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Ranked No.1 in 2012
The ASTD (American Society for Training & Development) BEST Awards recognize organizations that demonstrate enterprise-wide success as a result of employee learning and development.
• Knowledge portal is based on SharePoint Technologies
• Each program has their own workspace• Enables faster dissemination of updates and
announcements• K-Portal has following features available for
each program.:• Announcement• Document repository• Discussion board• Quiz
• Wiki based content management• Version Control• Audit Trail• Retrieval and Search
• Announcements are shared via:• Emails• RSS feeds
• Knowledge Checks and GAP analysis
Process updates
Knowledge repositories
Knowledge Dissemination
Knowledge Check &
GAP analysis
Online Training
K-Portal
• Shared documents• Process updates• SOP’s
Quiz
• Quiz• Discussions
• Customized Content• Forums
• Internet / intranet• Email• RSS Feeds
© 2014 NIIT Technologies Confidential
Personnel Security Measures
Physical Security Measures
• Background checks• Confidentiality agreement • Security awareness and training • Dedicated ISMS team
• No access to Internet/ external emails/ Printers• Access to external storage media is restricted• “No Paper” and “Clear Desk” Policy• No mobile phone policy on floors
Information Security Measures
Arun Kumar Anand, Chief Information Security Officer (CISO), NIIT Technologies is the winner of the DSCI (Data Security Council of India) Excellence Awards 2013 for Security Leader of the Year.
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Comprehensive Information Security Framework
© 2014 NIIT Technologies Confidential 13
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