Wipro BPO Overview.ppt


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  • Its no longer about return on investment but more about how we can translate your idea into measurable returns. Wipro has the experience to translate your ideas to execution, the evolution from Return on Investment to return on ideas
  • We are currently engaging 370 clients ( IT + ITES) across 4 continents ( Asia / NA / Europe and Australia) in 35 countries through our global delivery centers in 38 locations ( 29 in India across 8 cities and 9 nearshore centers in US, UK , Germany, China, Japan, Finland and Sweden) We had 37,063 employees as of September 30, 2004, which includes 24,050 employees in the IT Services business and 13,013 employees in the IT Enabled services business. This represents a net addition of 5,546 employees comprising the addition of 3,282 people in the IT Services business and 2,264 people in the IT Enabled services business.Countries where we work: Australia , Austria, Belgium, Brazil, Canada, China, Curacoa, Denmark, Finland, France, Germany, Greece, Hungary, Hong Kong, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, Norway, New Zealand, Philippines, Romania, Singapore, South Korea, Spain Sweden, Switzerland, Turkey, Taiwan, Thailand, UAE, United Kingdom, USA Nationalities: Australia, Austria, Belgium, India, Canada, China, Denmark, Finland, France, Germany, Greece, Italy, Japan, Malaysia, Netherlands, Norway, Singapore, Spain, Sweden, Switzerland, UAE, United Kingdom, USA
  • Our vision is to quite simply create increasing customer value over the entire course of our customer relationships. Our arsenal of tools and services spans operational, technology, and infrastructure services Continued customer value need not include all three and value can be derived from one or two but Wipro is uniquely positioned to offer all three to help Allstate achieve short, medium, and longer term goals. Allstate has built a highly successful, metric oriented, well documented delivery organization and we believe our deliberate, phased approach is the right fit for Allstate.
  • Wipro BPO Overview.ppt

    1. 1. Presenter: Chinmaya Saxena Designation: Manager, Global Sales & Solutions Support Date: 14 th March, 2005
    2. 2. Agenda How we do 2 3 4 1 What we are What is BPO Potential What we do
    3. 3. Clients Employees Revenues USD Mn <ul><li>Partner to industry leaders and challengers </li></ul><ul><li>31 clients (including 13 for transaction processing), </li></ul><ul><li>12 among Fortune 500 ( as of September 30 th , FY </li></ul><ul><li>2004 - 05) </li></ul><ul><li>Largest third party transaction processing company </li></ul><ul><li>in India** </li></ul><ul><li>Largest third party business process outsourcing </li></ul><ul><li>company in India)* </li></ul><ul><li>Expanding footprint </li></ul><ul><li>Delivery locations : Eight state-of-the-art centers in New Delhi, Mumbai, Chennai, Pune and Kolkata </li></ul><ul><li>Service lines : Largest breadth of services from customer relationship management to back office transaction processing & industry specialized services </li></ul><ul><li>Processes :95 + processes in production; handling 5 million calls and 500,000 back office transactions per month </li></ul><ul><li>Complexity : Providing Level 1,2,3,4 support </li></ul>2002-03 2003-04 Leadership in business process outsourcing 41 95 5000 9500 18 23 * NASSCOM, ** Independent Surveys Who we are 2001-02 11 2500 05 2004-05*** 145 15000+ 31 ***Annualized revenue run rate for FY 2004-05
    4. 4. SBU of Wipro Technologies : No. 1 provider of integrated business, technology and process solutions on a global delivery platform * * Ranked leader by IDC, MetaGroup, Forrester - 2004 <ul><li>Partner to industry leaders </li></ul><ul><li>and challengers </li></ul><ul><li>89 global 500 clients </li></ul><ul><li>151 clients among Forbes 2000 </li></ul><ul><li>Global footprint </li></ul><ul><li>35 countries </li></ul><ul><li>10,000 itinerant employees </li></ul><ul><li>9 near shore development centers </li></ul><ul><li>Diverse talent pool </li></ul><ul><li>23 nationalities </li></ul><ul><li>2000 domain consultants </li></ul><ul><li>Sustained growth </li></ul><ul><li>CAGR of 45% in last 5 years </li></ul><ul><li>4th largest in the world in terms of market capitalization in IT services </li></ul>1999-00 2000-01 2001-02 2002-03 2003-04 2004-05 14 22 26 28 34 38 150 160 180 272 339 370 8 10 13 14 19 37 (thousands) (Mn USD) 240 384 475 635 934 1300 Global development centers Clients Employees Revenues** ** Annualized revenue run-rate 2004-05 Who we are
    5. 5. BPO industry size The 100+bn global outsourcing market will grow at CAGR of > 9% US will continue to constitute majority of the BPO market Source: Gartner Worldwide BPO Spend 100% = $110bn ROW* Europe North America $62 bn 2002 56.4% 22.6% 21% $25 bn $23 bn $62 bn 100% = $173bn ROW* Europe North America $62 bn 2007 56% 23% 21% $39 bn $37 bn $97 bn CAGR – 9.5% CAGR – 9.6% CAGR – 9.3%
    6. 6. India advantage Source: Mckinsey Interviews India’s value proposition Opportunity for leveraging capabilities from remote location Cost <ul><li>40%-60% cost reduction for offshored process </li></ul><ul><li>Differential in wages from the US or UK parent location at approx 70%-80%. </li></ul><ul><li>Interaction costs increase 10%-20% bcoz of India being a remote location….thus net savings of 40%-60% </li></ul><ul><li>Labour cost arbitrage, the reason for cost savings likely to exist for next 20-30 years </li></ul>Productivity <ul><li>Faster turnaround time </li></ul><ul><li>Time zone difference </li></ul><ul><li>24X7 service </li></ul><ul><li>Learning curve effect, given increased activity across companies and increased centralization within company </li></ul>Quality <ul><li>Established methodologies and processes being rapidly adopted for better performance </li></ul><ul><li>Well defined quantifiable metrics for quality and process </li></ul><ul><li>Access to highly qualified – skilled pool </li></ul>
    7. 7. Perspectives on the Indian BPO Industry <ul><li>Industry non-existent a decade back </li></ul><ul><ul><li>Only ‘evidence’ of BPO in India was data entry </li></ul></ul><ul><li>Amex set up captive Financial Resources Center in 1994 </li></ul><ul><ul><li>Leadership Contribution </li></ul></ul><ul><ul><li>Set up to service complete financial backoffice of JAPA Region </li></ul></ul><ul><ul><li>AP, AR, Tax, MIS, Closing of Books, Reconciliations etc. </li></ul></ul><ul><ul><li>Processing in English and all major Asian languages </li></ul></ul><ul><ul><li>With success, awarded work from Europe and N America </li></ul></ul><ul><ul><li>Processing in European languages added </li></ul></ul><ul><ul><li>Grew to over 500 people in just two years </li></ul></ul><ul><li>GE Captive Center set up in 1996 </li></ul><ul><ul><li>Backoffice scope beyond Financial areas </li></ul></ul><ul><ul><li>Leadership introduced voice as recently as 1998 </li></ul></ul><ul><ul><li>Tremendous success of this center made people notice India </li></ul></ul>Perspective on the Indian BPO Industry Raman Roy Chairman and Managing Director Wipro Spectramind
    8. 8. <ul><li>2000 – third party servicing begins in India </li></ul><ul><li>Trends over the last decade </li></ul><ul><ul><li>Earlier (Captive) Centers predominantly did </li></ul></ul><ul><ul><ul><li>Accounting/Transaction Processing (eg. Amex, GE) </li></ul></ul></ul><ul><ul><ul><li>Voice processes followed with very small number of FTEs </li></ul></ul></ul><ul><ul><li>Centers set up in / after 2000 (Captive or third party) </li></ul></ul><ul><ul><ul><li>Clients showing appetite and interest in moving aggressively to other areas </li></ul></ul></ul><ul><ul><ul><li>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 </li></ul></ul></ul><ul><ul><ul><li>Moving to other areas slowly since the capability is there and the track record is strong </li></ul></ul></ul><ul><ul><ul><li>Third Party Industry employs over 200,000 people – larger number still employed by captives </li></ul></ul></ul>Perspective on the Indian BPO Industry (contd.)
    9. 9. Expanding service lines Industry/specialized services Supply chain services Knowledge services Industry services <ul><li>Insurance claims processing </li></ul><ul><li>Mortgage processing </li></ul><ul><li>Health claims adjudication </li></ul><ul><li>Credit card processing </li></ul><ul><li>Bank reconciliation </li></ul><ul><li>Inventory management </li></ul><ul><li>Direct procurement </li></ul><ul><li>Logistics & dispatch </li></ul><ul><li>Data analysis </li></ul><ul><li>Data mining </li></ul><ul><li>Data management </li></ul>Business optimization services (BOSs TM ) Procurement services HR services Finance & accounting services <ul><li>Procure to pay </li></ul><ul><li>Plan to result </li></ul><ul><li>Order to cash </li></ul><ul><li>Compliance services </li></ul><ul><li>Spend data management </li></ul><ul><li>Supplier management </li></ul><ul><li>Procurement processing </li></ul><ul><li>Employee data management </li></ul><ul><li>Recruitment Solutions </li></ul><ul><li>e-HR managed services </li></ul>“ 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 ” Forrester, April, 2004 Ability to provide multiple solutions for a single client Service offerings Customer relationship management Voice (inbound/outbound) eMail / Web / Chat <ul><li>Telemarketing – Selling new/upgrade products/services </li></ul><ul><li>Internal employee help-desk </li></ul><ul><li>Technical Support – L1/L2 desktops, network, software </li></ul><ul><li>Customer service – billing, new / existing plans, value added services, service order processing, Workforce dispatch, health claims, etc </li></ul><ul><li>Collections – early reminders to late stage collections </li></ul><ul><li>Technical support – desktops, portables, network, software </li></ul><ul><li>Customer service </li></ul><ul><li>eSales </li></ul>
    10. 10. Customer relationship management Customer relationship management Voice (inbound/outbound) eMail/web/chat <ul><li>Telemarketing – selling new/upgrade products/services </li></ul><ul><li>Internal employee help-desk </li></ul><ul><li>Technical support – L1/L2 desktops, network, software </li></ul><ul><li>Customer service – billing, new / existing plans, value added services, service order processing, Workforce dispatch, health claims, etc </li></ul><ul><li>Collections – early reminders to late stage collections </li></ul><ul><li>Technical support – desktops, portables, network, software </li></ul><ul><li>Customer service </li></ul><ul><li>eSales </li></ul>Illustrative solutions in the telecom domain/ FTE numbers correspond to our telecom clients for voice based processes only <ul><li>5+ million calls per month </li></ul><ul><li>Extensive cultural, language and process skills training to associates </li></ul><ul><li>Robust telecom infrastructure for managing voice & data communication </li></ul>Service offerings Customer sales cross sell – up sell <ul><li>Consistently over performed on retention/saves SLA’s </li></ul><ul><li>1550+ associates supporting these processes </li></ul>Single call resolution <ul><li>Managing voice-based processes for that require high % of ‘one call resolution’ </li></ul><ul><li>2200+ FTEs currently operate to this operating metric </li></ul>Explain to the customer changes in a product <ul><li>Servicing client processes that involve explaining service-platform changes </li></ul><ul><li>1800+ FTEs currently supporting these processes </li></ul>Technical support for internet service <ul><li>The queues that we manage are tier 1 and tier 2 support & network hardware support </li></ul><ul><li>2500+ FTEs currently supporting these processes </li></ul>
    11. 11. BOSs TM services stack Business optimization services (BOSs TM ) <ul><li>Procurement services </li></ul><ul><li>Spend data management </li></ul><ul><li>Supplier management </li></ul><ul><li>Procurement processing </li></ul><ul><li>HR services </li></ul><ul><li>Employee data management </li></ul><ul><li>Recruitment Solutions </li></ul><ul><li>e-HR managed services </li></ul><ul><li>Finance & accounting services </li></ul><ul><li>Procure to pay </li></ul><ul><li>Plan to result </li></ul><ul><li>Order to cash </li></ul><ul><li>Compliance services </li></ul>Application & technology ownership Data cleansing, data management Compliance Data analytics & reporting Platform Key elements of service delivery <ul><li>Imaging </li></ul><ul><li>Indexing </li></ul><ul><li>Workflow management </li></ul><ul><li>Processing </li></ul><ul><li>Reporting and analytics </li></ul><ul><li>Controls and compliance </li></ul><ul><li>Procurement expertise </li></ul><ul><li>Seamless process integrating with multiple procurement platforms </li></ul><ul><li>Supplier management experience managing worldwide suppliers </li></ul><ul><li>Best in class process management </li></ul><ul><li>Multi channel share services delivery infrastructure </li></ul><ul><li>Self service enablement for easy access and decision making capabilities for employees/managers </li></ul><ul><li>Multi-channel (web and call) helpdesk </li></ul><ul><li>End-to-end HR data processing </li></ul><ul><li>Global employee data-warehouse for benchmarking, decisions and analysis </li></ul>Service offerings
    12. 12. Industry/specialized solutions Industry/specialized services Supply chain services Knowledge services Industry services <ul><li>Insurance claims processing </li></ul><ul><li>Mortgage processing </li></ul><ul><li>Health claims adjudication </li></ul><ul><li>Credit card processing </li></ul><ul><li>Bank reconciliation </li></ul><ul><li>Inventory management </li></ul><ul><li>Direct procurement </li></ul><ul><li>Logistics & dispatch </li></ul><ul><li>Data analysis </li></ul><ul><li>Data mining </li></ul><ul><li>Data management </li></ul>Leading energy and power Ccompany (US, UK) OTC logistics call center to gas service stations Bio sciences research organization Internet-based lending company Large life insurance company (Among top 5 in UK) Building genomics database Underwriting & funding review – providing making recommendation to approve/disapprove home equity loan or line of credit. New business processing, broker follow-up, data capture, risk analysis (underwriting) and policy document generation. <ul><li>Domain expertise through vertical business structure </li></ul><ul><li>25+ transition specialists </li></ul><ul><li>500,000 + transactions per month </li></ul><ul><li>Global employee data-warehouse for benchmarking, decisions and analysis </li></ul>Illustrative solutions Service offerings
    13. 13. Delivery through phased, proven approach to impart benefits over the entire relationship lifecycle Process Process + applications Process + applications + infrastructure Increasing customer value Cost savings & process standardization Process optimization Process re- engineering Transition Wave 1 Wave 2 Wave 3 Customer value Operations Applications Operations Infrastructure Operations Applications <ul><li>Test processes, prove concept </li></ul><ul><li>Maintain quality </li></ul><ul><li>Initial cost savings through arbitrage </li></ul><ul><li>Process improvement using Six Sigma and domain expertise </li></ul><ul><li>Knowledge management </li></ul><ul><li>Evaluate technology, automation & consolidation options </li></ul><ul><li>Best in class – process and technology optimization </li></ul><ul><li>Consolidation across operations / processes </li></ul><ul><li>Maximize savings through better turn-around and reduced defect rates </li></ul>
    14. 14. Making it happen remote support &quot;We have been very pleased with Wipro's performance and attention to security and privacy&quot; Chris Larsen , Chief Executive Officer, E-LOAN Inc “ 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 <ul><li>COPC certification </li></ul><ul><li>Six sigma rigor </li></ul><ul><li>Dedicated project migration team </li></ul><ul><li>Proprietary transition toolkit </li></ul><ul><li>More than 13,500 employees </li></ul><ul><li>Experienced management team </li></ul><ul><li>Innovative HR Practices </li></ul><ul><li>8 world class delivery sites </li></ul><ul><li>Robust DS3 architecture </li></ul><ul><li>Extensive BCP methodology </li></ul><ul><li>First in India to achieve compliance on ‘Data protection act of UK’ </li></ul><ul><li>Multiple levels of data & information security </li></ul><ul><li>Best in class for providing Integrated </li></ul><ul><li>services </li></ul>
    15. 15. Quality that yields benefits to clients <ul><li>Wipro is the first company in India to adopt the six-sigma TQM methodology for defect and cycle time reduction </li></ul><ul><li>Wipro has demonstrated tremendous cost savings using tested processes within Six Sigma for its customers </li></ul><ul><li>Small, incremental improvements – used in conjunction with 6-sigma </li></ul><ul><li>Focus is on implementing small ideas without any investments </li></ul><ul><li>A person uses his/her creativity to come up with new ideas </li></ul><ul><li>Only an implemented idea is an improvement </li></ul><ul><li>Developed by a group of professionals from Amex, Dell, Microsoft and others. </li></ul><ul><li>The Malcolm Baldrige Quality award used as a basis </li></ul><ul><li>Standard exclusively for BPO centers </li></ul><ul><li>Wipro Spectramind is the first company to qualify for the standard using Six Sigma framework </li></ul>Six Sigma <ul><li>30+ full time black belts </li></ul><ul><li>Performance on customer critical performance measures (CPMs) </li></ul><ul><li>Processes meeting customer CPMs after stabilization </li></ul><ul><li>All associates ‘kaizen’ trained </li></ul><ul><li>More than 3000 ‘kaizen’ s implemented by employees </li></ul>Average Handle Time Quality Score
    16. 16. Delivery model: migration approach How to outsource Managing what is outsourced 2 3 What to migrate – pre-analysis / analysis Managing what is outsourced - operations How to migrate - transition What to outsource 1 <ul><li>Customer interaction – on-site / offsite, via questionnaires / interviews </li></ul><ul><li>Migration based on de-couplability, offshoreability of processes, legal requirements, resource availability, customer benefits, risk, skill set availability, technology, etc </li></ul>Pre-analysis / analysis <ul><li>Developing process maps, standard operating procedures </li></ul><ul><li>Developing detailed timelines for migration – project plan </li></ul><ul><li>Baselining of SLA’s </li></ul><ul><li>Engagement model - communication plans </li></ul>Process migration <ul><li>Operations and customer point of contacts </li></ul><ul><li>Engagement model </li></ul><ul><li>Change management </li></ul><ul><li>Cost savings analysis </li></ul>Engagement approach 3 2 1
    17. 17. Talent transformation <ul><li>Top talent from campus - “Day 1” in all top universities in India </li></ul><ul><li>Strength of leadership team </li></ul><ul><li>Press / PR </li></ul><ul><li>Recruitment from commerce colleges and accounting/finance departments of local companies </li></ul><ul><li>Participation in planning of work & setting targets (commitment is more binding when choice is explicit & public) </li></ul><ul><li>Reward & recognition programs </li></ul><ul><li>Higher education programs – Wipro SEED </li></ul>Attract Motivate Retain iOrbit A culture that motivates people to continually push the bar <ul><li>Providing a fun-filled environment </li></ul><ul><li>Creating growth opportunities – “Wings Within” </li></ul><ul><li>Job rotation & enrichment </li></ul><ul><li>Performance orientation </li></ul><ul><li>Performance-linked incentive plan </li></ul><ul><li>Competitive compensation </li></ul>
    18. 18. Training methodology <ul><li>Introduction to Wipro Spectramind </li></ul><ul><li>Vision, culture, mission </li></ul><ul><li>Wipro Spectramind values and functions </li></ul><ul><li>Quality awareness </li></ul>Welcome program-WSWP <ul><li>Bridging cultural gaps </li></ul><ul><li>Effective communication </li></ul><ul><li>Voice-accent neutralization </li></ul><ul><li>Industry overview </li></ul><ul><li>Overview of customer systems, etc </li></ul>Pre-process training <ul><li>Process-specific knowledge and skills </li></ul><ul><li>Systems and process skills </li></ul>Process training <ul><li>Buddy system </li></ul><ul><li>Shadowing </li></ul><ul><li>Live calls and/or Transactions </li></ul>On the job training Level 1: 2 days Level 2: 2-3 Weeks Level 3: 2-6 weeks (process dependent) Level 4: 2-8 weeks (process dependent) <ul><li>All but level 1 customized or custom-built </li></ul><ul><li>Certification and assessment built in at every stage </li></ul><ul><li>90 trainers across the country </li></ul><ul><li>Ability to train in excess of 3000 people simultaneously, across our facilities in computer-based and instructor-led classrooms </li></ul>
    19. 19. Amenities offered to employees Career/personal growth • Bridge training for pre hires - • Spectramind talent engagement program • Six Sigma and Pragati • R&R • Wipro Spectramind leadership development program • Outbound trainings • Employee satisfaction Surveys Quality of work life • State - of - the - art facilities • 24 hour cafeteria • Pick - up and drop facility • In campus ATM facility • Concierge desk • Help desks – travel, tax & investment, technology • Online HR help • Recreation facilities Family/ society • Birthday leave • Paternity/maternity leave • Leave travel assistance • Examination leave • Compensatory time off • MediClaim for self and dependants Wealth • Employee stock option plan • Attendance incentive • Process – based pay • Productivity linked incentives • Performance pay • Reward and recognition Health • Dr. Max Onsite • Mediclaim • Group personal accident insurance
    20. 20. Risk mitigation & Information security <ul><li>Top management focus </li></ul><ul><li>Security forum (CIO, CFO, CQO) report to chairman. </li></ul><ul><li>BS 7799 framework comprehensively addresses physical security, information security and BCP </li></ul><ul><li>Process security </li></ul><ul><li>Comprehensive risk assessment during new service introduction in IT </li></ul><ul><li>External, internal and customer audits to provide security assurance </li></ul><ul><li>Information Security Policy guidelines & Policies for Organizational Security, Email & Internet, Back office functions etc </li></ul><ul><li>Physical security </li></ul><ul><li>Offshore centers are physically and logically insulated </li></ul><ul><li>Offshore centers are declared ‘restricted access’ </li></ul><ul><li>Liaison with external agencies to collect threat information </li></ul><ul><li>Layered access control system </li></ul><ul><li>Employee security </li></ul><ul><li>All security procedures explained during employee induction </li></ul><ul><li>All employees sign confidentiality agreement at the time of joining </li></ul><ul><li>Network security </li></ul><ul><li>Secure dedicated channel between Wipro and client </li></ul><ul><li>Offshore centers insulated from internet and other networks </li></ul><ul><li>Multi-layered virus/worm/spam protection for the ODC network </li></ul><ul><li>Separate isolated VLAN based network for ODC </li></ul>Secure availability &quot;We have been very pleased with Wipro's performance and attention to security and privacy&quot; Chris Larsen , Chief Executive Officer, E-LOAN Inc
    21. 21. 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.