TWB Position Paper - BFSI Industry


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Position Paper on Value of Technical Publications in the Banking, Financial Services and Insurance Industry

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TWB Position Paper - BFSI Industry

  1. 1. Position Paper onValue of Technical Publications in theBanking, Financial Services andInsurance Industry
  2. 2. 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 material such as process and workflow excellent record of providing consummate technical documentation, market and research reports, user documentation to many major companies. guides, online help, white papers, classroom training material, reference guides, administration guides, TWB is the ideal choice of leading clients in the standard operating procedures, installation manuals, banking, finance and insurance sectors. TWB’s Web-based training materials, and product demos. critical support for mapping, merger, migration and training process documentation has helped meet In addition to their basic roles of providing loans, Merger and Acquisition (M&A) goals of a Fortune 20 saving deposits and investments, banks cater for financial company. services like e-banking, tele-banking and mobile banking. Increasing customer requirements and TWB works in close co-ordination with client teams complex applications make it essential for companies located globally, and assists them in managing and to provide their clients with quality deliverables, and maintaining technical documentation. We work adequate training. The entrepreneurial success in the round-the-clock with client teams and help them with e-Commerce market relies on objective-oriented up- quick responses that facilitate timely distribution of to-date information of the dynamic market that is documents around the globe. delivered by financial reports. Quality documentation of the business process is “Knowledge is people, money, learning, vital to the clients of the insurance and reinsurance flexibility and competitive advantage. Knowledge industry. Litigation issues are a main concern caused is more relevant to sustained business than by improper documentation. The policy capital or labor. And yet knowledge remains the documentation is the written contract which describes most neglected asset of a business. TWB helps the criteria for coverage and the basis for payment of you unlock and share your technical knowledge claims. Therefore, the need to avoid arguable with the world.” terminology remains crucial for the involved price risks. 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 1
  3. 3. BFSI – Technical Publications Growth and Penetration of BFSI Challenges and Solutions Industry  The banking industry is likely to grow in future with Some of the challenges in documentation that most  a more qualitative rather than quantitative banking industries face today include:  approach. The total assets of all scheduled Converting banking output into attractive  commercial banks are expected to reach $ financial documents, statements and 4,090,000 by the end of March 2010. This will also  transaction letters. witness mergers and acquisitions around the globe.  Simplifying documentation of automated BFSI is evidently the largest industry as compared  complex banking processes to other growing industries, as per a report Documenting the complete range of risk released by NASSCOM. 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 The banks’ assets are estimated to grow at a these processes be outsourced and done as an Compound Annual Growth Rate (CAGR) of 13.4% offshore activity. A purely offshore model allowed during the rest of the decade. There will be huge all TWB resources, across the spectrum, to be additions to the capital base and reserves towards brought into the delivery of documents. the 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 The companies of BFSI industry associated with volume growth for banks through banking TWB have benefitted immensely through awareness is an RBI measure to increase the professional documentation, the benefits include: Gross Domestic Product through Project Financial Transferring complex automated Literacy. Public awareness of services offered processes into easily understandable depends on the quality of documentation and the procedures medium chosen. Managing and maintaining process related “Despite the fallout and nationalization of documentation banks across developed economies, banks in Quick turnaround and very high savings in India seem to be on the strong fundamental opportunity costs 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 2
  4. 4. 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 product knowledge to end users in a comprehensible point. Hence, the style, language, and content must manner. The strategies of communication and levels vary depending on the type of audience being of information vary depending on the type of product addressed. It is because every user has a specific and audience. role in the implementation and usage of the technology. Therefore, it is important that documents be created keeping in mind the role of Providing end users with information about a the person who will use the document. product’s 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 information to use the application. are often developed as an afterthought. This usually results in inaccurate and incomprehensible documentation, which, in turn, renders the users For users who start without technical or product incapable of using the 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, The faulty assumptions listed below result in information about the product needs to be incomprehensible document: effectively communicated to the customers.  Developers know their products better than Well-designed, accurately presented, and attractive anyone else – due to time constraints and limited marketing collaterals increase the market prospects resources, many companies assign their of a product and reduce support costs. documentation tasks 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 33
  5. 5. 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 44
  6. 6. 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 –  Layout and Design Products/Corporate Profile  Installation Manual  Creating SLAs  Brochures and marketing collateral  Interface Document  Web content  Interactive Electronic Technical Business Documentation Manual (IETM)  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  Record Management Storage and  Installation and Configuration Competition Retrieval Guides  Forecasting  Operations Manual  Sales Force Effectiveness  Market Assessments  Competitive Intelligence  Opinion Leadership  Emerging Markets - evaluation and researchThe Writers Block 5
  7. 7. TWB Software Tools ExpertiseOur technical proficiency inin software and authoring tools includes: Our technical proficiency 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®, Databases  Microsoft Word 2007® 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 6
  8. 8. Industries Served TWB services a wide range of technology and knowledge-driven industries, helping them meet their markets better. TheseTWB services a wide range of technology and knowledge driven industries, helping them meet their markets better, these include: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 / +1.512.586.8357 +91.80.41256367 Corporate Enquiries: corp@twb.inThe Writers Block 7