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A B O U T AT E L I E R L U M I K H A
– A W O R K S H O P O R S T U D I O , 

E S P E C I A L L Y O N E U S E D B Y A N A R T I S T O R D E S I G N E R .
ATELIER
2
– F I L I P I N O W O R D F O R “ T O M A K E ”
LUMIKHA
3
B P O 2 . 0
• High-touch approach to back-office management where planning
and operations are recursively interrogated and optimized.
• Empowered teams iterate and improve performance.
• Proprietary technology streamlines operations.
• Enlightened culture attracts and retains quality staff.
• Selective approach to work guarantees quality engagements.
4
L U M I K H A VA L U E S
• Lean - Our general approach to operations emphasizes lean strategies.
This business philosophy focuses us intently on what’s necessary, not on
peripheral considerations.
• Value - What’s necessary in any engagement are the key performance
indicators that contribute to client success.
• Iterative Improvement - Offshore operations function best through
constant performance tracking and meaningful coaching to burnish
execution.
• Excellence - In every operational endeavor, we strive for exceptional
performance. We set performance goals at a high standard.
5
6
E N G AG E M E N T P R O F I L E
• Sustained: We work with clients over the course of years. Our
objective is to become an extension of our clients’ organization.
• Judicious: Atelier Lumikha undertakes 4-6 initiatives/year
including both internal and client work. This preserves our focus
and allows us to allocate resources conservatively.
• Deep Dive: Programs we undertake generally embrace more than
one project to achieve fruition. We work best when we handle
assessment, planning, and program design.
7
P R OG R A M E N G AG E M E N T
8
Assess/Plan Design Implement Optimize
Program Requirements
Program Feasibility
Center Compensation
Revenue Model
Key Performance Indicators
Standard Operating Procedures
Scripts
Objections
Quality Assessment
Instructional Design
Lead Strategy
Custom Applications
Performance Dashboard
Deployment Guide
Online Learning
Center Procurement
Center Management
Vendor Management
Operations Management
Performance Assessment
Quarterly Review
Iterate:
• Scripts/Objections
• Learning
• Lead Management
• Quality Assessment
T H E P H I L I P P I N E I S L A N D S
• Undisputed capital of offshore outsourcing
• Abundant, English-speaking talent (1.5 million active seats)
• Highly cost efficient for people intensive operations
• Stable, business friendly government
10
D U M AG U E T E C I T Y
• Heart of the Visayan Islands
• Vibrant, college town with 3 highly rated institutions
• 5,000 graduates annually
• Home of Apple’s IOS laboratory
• Excellent destination for high-value processes
11
C U L T U R E
• In contrast to BPO cultures developed for scaling programs using
the factory paradigm, Lumikha seeks to scale quality and
efficiency by optimizing individual performance.
• Lumikhan culture prizes outstanding individual achievement and
problem solving at all levels of our operation.
• We carefully develop fresh graduates by orienting them to our
operations through careful selection and protracted
apprenticeship.
13
Proficiency
0
25
50
75
100
60 120 180 240 300 360 420 480 540 600 660 720 780 840 900 960 1020
Days on Program
Early Improvement 0-180 days
Substantial Gains 180-360 days
Mastery 360 - 720 days
AT E L I E R L U M I K H A H I G H L I G H T S
2001 - Launch BPO to consolidate sales organization from 19 centers into single entity (500 > 3,000 seats)
2004 - BPO acquired, select managers and executives retained to oversee transition
2006 - Atelier Lumikha founded to support captive center deployments
2006 - Deploy Brady Corp. Service Delivery Center
2007 - Launch BPO operations for telco and financial services (70 seats)
2008 - Equity trade to assume management for independent facility (600 seats)
2010 - Facility and operations acquired
2010 - Launch Philippines operations for multi-center program
2011 - Deployed and assume management for Benco Dental Back-office
2012 - Launch Philippines operations for multi-center program (ongoing)
2012 - Build and deploy SAAS marketing service for U.S. Market (ongoing)
16
17
P R O F E S S I O N A L CO M M U N I T Y
18
S AT I S F I E D C L I E N T S
T H A N K S !
L U M I K H A . C O | H A R R Y @ L U M I K H A . C O

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Atelier Lumikha Overview Deck

  • 1. A B O U T AT E L I E R L U M I K H A
  • 2. – A W O R K S H O P O R S T U D I O , 
 E S P E C I A L L Y O N E U S E D B Y A N A R T I S T O R D E S I G N E R . ATELIER 2
  • 3. – F I L I P I N O W O R D F O R “ T O M A K E ” LUMIKHA 3
  • 4. B P O 2 . 0 • High-touch approach to back-office management where planning and operations are recursively interrogated and optimized. • Empowered teams iterate and improve performance. • Proprietary technology streamlines operations. • Enlightened culture attracts and retains quality staff. • Selective approach to work guarantees quality engagements. 4
  • 5. L U M I K H A VA L U E S • Lean - Our general approach to operations emphasizes lean strategies. This business philosophy focuses us intently on what’s necessary, not on peripheral considerations. • Value - What’s necessary in any engagement are the key performance indicators that contribute to client success. • Iterative Improvement - Offshore operations function best through constant performance tracking and meaningful coaching to burnish execution. • Excellence - In every operational endeavor, we strive for exceptional performance. We set performance goals at a high standard. 5
  • 6. 6
  • 7. E N G AG E M E N T P R O F I L E • Sustained: We work with clients over the course of years. Our objective is to become an extension of our clients’ organization. • Judicious: Atelier Lumikha undertakes 4-6 initiatives/year including both internal and client work. This preserves our focus and allows us to allocate resources conservatively. • Deep Dive: Programs we undertake generally embrace more than one project to achieve fruition. We work best when we handle assessment, planning, and program design. 7
  • 8. P R OG R A M E N G AG E M E N T 8 Assess/Plan Design Implement Optimize Program Requirements Program Feasibility Center Compensation Revenue Model Key Performance Indicators Standard Operating Procedures Scripts Objections Quality Assessment Instructional Design Lead Strategy Custom Applications Performance Dashboard Deployment Guide Online Learning Center Procurement Center Management Vendor Management Operations Management Performance Assessment Quarterly Review Iterate: • Scripts/Objections • Learning • Lead Management • Quality Assessment
  • 9.
  • 10. T H E P H I L I P P I N E I S L A N D S • Undisputed capital of offshore outsourcing • Abundant, English-speaking talent (1.5 million active seats) • Highly cost efficient for people intensive operations • Stable, business friendly government 10
  • 11. D U M AG U E T E C I T Y • Heart of the Visayan Islands • Vibrant, college town with 3 highly rated institutions • 5,000 graduates annually • Home of Apple’s IOS laboratory • Excellent destination for high-value processes 11
  • 12.
  • 13. C U L T U R E • In contrast to BPO cultures developed for scaling programs using the factory paradigm, Lumikha seeks to scale quality and efficiency by optimizing individual performance. • Lumikhan culture prizes outstanding individual achievement and problem solving at all levels of our operation. • We carefully develop fresh graduates by orienting them to our operations through careful selection and protracted apprenticeship. 13
  • 14. Proficiency 0 25 50 75 100 60 120 180 240 300 360 420 480 540 600 660 720 780 840 900 960 1020 Days on Program Early Improvement 0-180 days Substantial Gains 180-360 days Mastery 360 - 720 days
  • 15.
  • 16. AT E L I E R L U M I K H A H I G H L I G H T S 2001 - Launch BPO to consolidate sales organization from 19 centers into single entity (500 > 3,000 seats) 2004 - BPO acquired, select managers and executives retained to oversee transition 2006 - Atelier Lumikha founded to support captive center deployments 2006 - Deploy Brady Corp. Service Delivery Center 2007 - Launch BPO operations for telco and financial services (70 seats) 2008 - Equity trade to assume management for independent facility (600 seats) 2010 - Facility and operations acquired 2010 - Launch Philippines operations for multi-center program 2011 - Deployed and assume management for Benco Dental Back-office 2012 - Launch Philippines operations for multi-center program (ongoing) 2012 - Build and deploy SAAS marketing service for U.S. Market (ongoing) 16
  • 17. 17 P R O F E S S I O N A L CO M M U N I T Y
  • 18. 18 S AT I S F I E D C L I E N T S
  • 19. T H A N K S ! L U M I K H A . C O | H A R R Y @ L U M I K H A . C O