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Twb position paper_bfsi_industry Twb position paper_bfsi_industry Document Transcript

  • Position Paper on Value of Technical Publications inthe Banking, Financial Services and Insurance Industry
  • Introduction This paper presents the necessity and merits of TWB – Leading Technical Documentation technical publications in the Banking, Financial Services and Insurance (BFSI) sectors. Outsourcing Company Technical publications comprise a wide variety of TWB is a leading technical publisher with an excellent material such as process and workflow documentation, record of providing consummate technical market and research reports, user guides, online help, documentation to many major companies. white papers, classroom training material, reference guides, administration guides, standard operating TWB is the ideal choice of leading clients in the procedures, installation manuals, Web-based training banking, finance and insurance sectors. TWB’s critical materials, and product demos. support for mapping, merger, migration and training process documentation has helped meet Merger and In addition to their basic roles of providing loans, saving Acquisition (M&A) goals of a Fortune 20 financial deposits and investments, banks cater for services like company. e-banking, tele-banking and mobile banking. Increasing customer requirements and complex applications make TWB works in close co-ordination with client teams it essential for companies to provide their clients with located globally, and assists them in managing and quality deliverables, and adequate training. The maintaining technical documentation. We work round- entrepreneurial success in the e-Commerce market the-clock with client teams and help them with quick relies on objective-oriented up-to-date information of the responses that facilitate timely distribution of dynamic market that is delivered by financial reports. documents around the globe. Quality documentation of the business process is vital to the clients of the insurance and reinsurance industry. “Knowledge is people, money, learning, Litigation issues are a main concern caused by improper flexibility and competitive advantage. documentation. The policy documentation is the written Knowledge is more relevant to sustained contract which describes the criteria for coverage and business than capital or labor. And yet the basis for payment of claims. Therefore, the need to knowledge remains the most neglected asset of avoid arguable terminology remains crucial for the a business. TWB helps you unlock and share involved price risks. your technical knowledge with the world .” Optimized processes and quality documentation are key factors that govern profits and losses. The simplified documenting of existing or new processes, by technical specialists ensures better compliance. “TWB believes that technology cannot exist without being communicated effectively .”The Writers Block www.twb.in 1
  • BFSI – Technical Publications Growth and Penetration of BFSI Challenges and Solutions Industry The banking industry is likely to grow in future with a Some of the challenges in documentation that most more qualitative rather than quantitative approach. The banking industries face today include: total assets of all scheduled commercial banks are • Converting banking output into attractive expected to reach $ 4,090,000 by the end of March financial documents, statements and 2010. This will also witness mergers and acquisitions transaction letters. around the globe. BFSI is evidently the largest industry • Simplifying documentation of automated as compared to other growing industries, as per a complex banking processes report released by NASSCOM. • Documenting the complete range of risk and contract details of insurance documents tailored to client needs With special expertise in business process documentation, TWB provides comprehensive documentation solutions to resolve these challenges. Documentation challenges are also found in the M&A processes. A critical part of the M&A challenge is the mapping, merging, and migration (including training) of these processes. TWB, however, found that the transition needs to occur on critical timelines for the M&A goals to be met. TWB has helped acquiring companies by leveraging on its process documentation and offshore program management expertise. Having understood the problem faced by the acquiring company, TWB proposed that the documentation of these processes The banks’ assets are estimated to grow at a be outsourced and done as an offshore activity. A Compound Annual Growth Rate (CAGR) of 13.4% purely offshore model allowed all TWB resources, during the rest of the decade. There will be huge across the spectrum, to be brought into the delivery of additions to the capital base and reserves towards the documents. liabilities. People will rely more on borrowed funds, with the pace of deposit growth slowing down side by side. Benefits Tapping the growth potential in rural markets by volume growth for banks through banking awareness The companies of BFSI industry associated with TWB is an RBI measure to increase the Gross Domestic have benefitted immensely through professional Product through Project Financial Literacy. Public documentation, the benefits include: awareness of services offered depends on the quality of documentation and the medium chosen. • Transferring complex automated processes into easily understandable procedures • Managing and maintaining process related documentation “Despite the fallout and nationalization of banks • Quick turnaround and very high savings in across developed economies, banks in India seem opportunity costs to be on the strong fundamental base and seem to be well insulated from the financial turbulence emerging from the western economies.” - Reportlinker adds Indian Banking Sector Forecast to 2012 report.The Writers Block www.twb.in 2
  • Value of Technical Publications Technical Communication for Communication for Different Levels of Transferring Product Knowledge Technical and Product Knowledge The purpose of technical communication is to transfer In technical publications, audience is the focal point. product knowledge to end users in a comprehensible Hence, the style, language, and content must vary manner. The strategies of communication and levels of depending on the type of audience being addressed. It information vary depending on the type of product and is because every user has a specific role in the audience. implementation and usage of the technology. Therefore, it is important that documents be created keeping in mind the role of the person who will use the Providing end users with information about a product’s document. operation and maintenance is critical to the market performance of the product. Hence, the need for quality documentation is imperative. For example, when you document a software application designed for highly technical users, it is sufficient to provide the users with quick reference In today’s business scenario, technical publications are information to use the application. often developed as an afterthought. This usually results in inaccurate and incomprehensible documentation, which, in turn, renders the users incapable of using the For users who start without technical or product products. knowledge, it is important to provide detailed product information along with instructions on how to use the product. Accurate, readily understandable, and quality documents determine how a product sells in the market and result in increased customer satisfaction. Attractive Publications as Useful Marketing Tools Faulty Assumptions that Result in Problems in Documentation Besides transferring knowledge, technical publications are also used for marketing a product. Before a product is released in the market, information about The faulty assumptions listed below result in the product needs to be effectively communicated to incomprehensible document: the customers.  Developers know their products better than anyone Well-designed, accurately presented, and attractive else – due to time constraints and limited resources, marketing collaterals increase the market prospects of many companies assign their documentation tasks a product and reduce support costs. to the programmers. This more often results in the creation of technology-centered information, while end users require task-oriented information.  Documentation of complex applications requires a longer learning curve for the writer - learning the product will not be a major obstacle for writers with the right technical background.The Writers Block www.twb.in 3 3
  • Conclusion  Benefits of TWB’s Documentation Solutions: The customer meets its internal timelines and derives the full benefit of the solutions. Customers get processes documented in record time, which otherwise may have prevented sufficient process visibility. Overall, in terms of opportunity cost and savings in direct costs, TWB’s service pays back a 100x multiple to the customer.  Value of Technical Publications: Technical Publications are very essential for transferring product knowledge to end users. Provisioning of proper material to use the technology and products enables the user to accept and efficiently use the product. Faulty assumptions about documentation lead to inaccurate and hard-to-understand material. This also decreases the chances of marketing the products in the global market.  Role of Documentation Outsourcing: The complexity involved in implementing a documentation system requires that vendors and purchasers consider outsourcing their documentation needs to well-established technical publication solutions providers. This helps the company cut costs and at the same time deliver their products with quality documents.The Writers Block www.twb.in 4 4
  • TWB Services TWB is India’s leader in technical communication outsourcing and education. TWB offers a complete suite of services that allows our customers to effectively publish their technical knowledge with their people and processes. TWB’s customers range from Global 500 – including Cisco, Accenture, McAfee, LG, Samsung, Citrix, SAP, Siemens, AOL, Intel; Indian technology majors – including Infosys, Wipro; Global defense majors - Pratt & Whitney, Honeywell, DRDO, HAL; and exciting technology startups. TWBs expertise in technical communication ranges from IT Products and Outsourcing, ITES, Banking, Financial, Aerospace, Defense, Ship Building to Hi-tech Manufacturing, and Discrete and Process Manufacturing. TWB’s services include: Technical Marketing Technical Product Documentation Quality Solutions Documentation Management  Datasheets  Administrator’s Guide  Datasheets  Copy Editing and Proof Reading  API Document  Cheat sheets  Managing Writing  Configuration Guide  Solution Briefs/Solution Brochures  Editing Services  Functional Specifications Document  Presentations – Products/Corporate  Layout and Design Profile  Installation Manual  Creating SLAs  Brochures and marketing collateral  Interface Document  Web content  Interactive Electronic Technical Manual (IETM) Business Documentation  Audio and video scripts  Maintenance Manual  Business Proposals  Press releases  Online Help  Legal Disclaimers  Direct mail  Operation Manual  Policy Manuals  Newsletter design copy  Product Demo  Style Guide Design  Sales catalogues  Product Specifications Document  Template Design  Sales sheets  Product Overview Document  Quick Reference Guide Business Communication Content Management  Release Notes  Short Reports  Requirement Analysis Document  Single Sourcing  Proposals  SDK Document  File Version Control  Case Studies  Troubleshooting Manual  Document Naming Conventions  Lab Reports  User Manual  Consistent Document Formatting  Memos  Open Source Documentation  Data Transformation  Progress/Interim Reports  Programmers Guides  Writing for Electronic Media  Functional Specifications Document  Use Cases Web site Development Illustrations  Online Help /Context Sensitive Help  Web 2.0 development  Troubleshooting Guides  Graphic Designing  Web content   Info graphics  Web applications Qualitative Analytics for  2D & 3D animation Decision Support Translation and Localization  Line drawings and illustrations Services  Economic Business Research Process Documentation  Industry Analysis  Software Translation Services  Workflows  Market Opportunity Analysis  Document Translation Services  Standard Operating Procedures  Competitive Business Analysis  Localization (L10N) Testing  ISO Documentation  Company & Prospect Profiling  Internationalization (I18N) Testing  CMM Documentation  Reporting Solutions  Assessment of Unmet Market Needs Records Management Deployment and Support  Status and Potential of Technologies  Document Management Solutions  Benchmarking of Strategies Vs Competition  Record Management Storage and  Installation and Configuration Guides Retrieval  Operations Manual  Forecasting  Sales Force Effectiveness  Market Assessments  Competitive Intelligence  Opinion Leadership  Emerging Markets - evaluation and researchThe Writers Block www.twb.in 5
  • TWB Software Tools Expertise Our technical proficiency in software and authoring tools includes: Our technical proficiency in software and authoring tools includes: Unstructured Content XML Structured Editors Multimedia /Authoring Development  Epic  Adobe Flash®  Microsoft Word®  FrameMaker+SGML  Adobe Dreamweaver®  Adobe FrameMaker®  X-MetaL®  Microsoft FrontPage®  Adobe InDesign®  Adobe Captivate®  QuarkXPress® Macromedia Captivate  Adobe PageMaker® Graphics/Animations  Multimedia /Authoring / Illustrations  Adobe Flash® Supporting tools  Adobe Photoshop®  Adobe Flash CS4 Professional  Adobe Fireworks®  Adobe Flash®  Adobe Illustrator CS3  Adobe Flex®  CorelDRAW Online Help  Adobe AIR®  Microsoft-Expression Graphic  Adobe Dreamweaver® Designer  Adobe Acrobat®  Xara Xtreme (Windows & Linux)  JavaHelp  Microsoft Silverlight®  CuteDraw  Adobe RoboHelp 7.0  Adobe Authorware®  Publisher3D(for animation)  HelpScribble  Adobe Director®  Sketsa SVG Editor (for vector  WebWorks Publisher  Adobe Captivate® graphics)  PowerCHM  Trivantis Lectora®  Techsmith Camtasia  Doc-To-Help  ASP.NET  Arbortext IsoDraw (technical  WinCHM  JSP illustrations for 2D and 3D)  HelpSmith 2.1.1(Windows)  JAVA  Fast-Help Graphics/Animation  MadCap Flare Standards  Help-Server  NVU Help  Adobe Flash®  SCORM 1.2 / 2004  Adobe Photoshop®  AICC XML  Adobe Illustrator®  W3C  Adobe Fireworks®  Section 508  Microsoft Silverlight®  XMetaL®  QTI XML  Microsoft Word 2003®,  Microsoft Word 2007® Databases Development and Publishing tools CMS/LMS  Microsoft Access  XSLT/XSL  Microsoft SQL Server  Sharepoint®  EDD  Moodle Flowcharting  Joomla,  WordPress  Microsoft Visio  Media Wiki  iGrafx  CMS Builder  EDraw  Author-it (formerly AuthorIT)  RFFlow  Alfresco  Flowbreeze  Smart DrawThe Writers Block www.twb.in 6
  • Industries Served TWB services a wide range of technology and knowledge-driven industries, helping them meet their markets better. These include: TWB services a wide range of technology and knowledge driven industries, helping them meet their markets better, these include:  Banking, Insurance and Financial Services  ITES/ KPO/ BPO  Consulting and Business Services  Pharmaceuticals and Biotechnology  Defense, Aerospace and Hi-Tech Manufacturing  Process Manufacturing and Allied Industries  Education and Learning  Steel, Ship Building, Construction and Aviation  IT, ITES  Telecom and Digital Communications TWB has been the preferred technical documentation outsourcing company for: TWB has been the preferred technical documentation outsourcing company for: The TWB Building US Office: No: 4062, 19th Main Road, TWB HAL 2nd Stage, 11701 Norwegian Wood Drive Bangalore – 560008 Austin, TX 78758 India. Landmark: Behind Carlton Towers Telephone: Telephone: +91.80.40741400 / +91.80.41256367 +1.512.586.8357 Corporate Enquiries: corp@twb.inThe Writers Block www.twb.in 7