Is the BPO Industry Ready for External Compliance Focus? Mark Forsyth, CEO of CPDone, talks about the problems that plague BPOs and the importance of compliance in the Philippine BPO Industry. It also features the CPDone platform, an enterprise wide solution that allows organizations to drive, manage and monitor compliance via policies, in-house training programs and third parties. CPDone - Compliance Process Dynamics.

1. “IS THE BPO INDUSTRY
READY FOR EXTERNAL
COMPLIANCE FOCUS?”

2. WHAT IS THE ISSUE TODAY?
2

3. 3
THE COST OF NON COMPLIANCE IS TOO BIG TO IGNORE
To date, what
percentage of your
firm’s total operating
costs is allocated to
regulatory compliance
(technology, headcount
or strategy)?
- KPMG REPORT on the
COST of Compliance
2013

4. 4
INCREASING PUNITIVE ACTION BY GOVERNMENTS
AND INTERNATIONAL REGULATORS
NAVEX Global – 2013

5. THE TONE OF GLOBAL COMPLIANCE

6. THE TONE OF GLOBAL COMPLIANCE

7. - Accenture Compliance Study Report
MONITORING & MAINTAINING
OF COMPLIANCE RISK WITHIN
ACCEPTABLE LEVELS
BUILDING OF COMPLIANCE
RISK MANAGEMENT
MODELS AND THEIR
PERIODIC VALIDATION
ADDRESSING THE
IMPACT OF THE
CHANGING
REGULATORY
ENVIRONMENT
REPORTING OF
COMPLIANCE
RISK
IMPLEMENTATION OF
COMPLIANCE RISK
MANAGEMENT
MODELS ACROSS
BUSINESS LINES
ASPECTS OF COMPLIANCE RISK MANAGEMENT THAT WILL DRIVE THE GREATEST DEMAND FOR
INCREASED COMPLIANCE RESOURCES IN THE COMING YEARS (GLOBAL)
DEMAND DRIVERS FOR COMPLIANCE RESOURCES

8. - Accenture Compliance Study Report
COMPANIES SEEM UNCERTAIN ABOUT THE TYPE OF
RISK FUNCTION THEY HAVE CREATED
5.
44.
17.
13.
Successful Implementation
Implementation is difficult
Beginning implementation
Current structure/processes
meet our needs
44%

9. Source: IntegTree (2014) www.IntegTree.com Why Invest in Ethics & Compliance Programs Dr. Nitish Singh & Thomas J. Bussen (J.D./MBA) - http://www.slideshare.net/NitishSinghPhD/why-comply
COST OF NON-COMPLIANCE
US DOJ COLLECTED IN 2011
ANTI TRUST FINES$1BILLION
BIOMET FINED IN 2012 BY DOJ
FOR FALSE RECORD KEEPING
AND BRIBERY.
$23 MILLION
MAXWELL TECHNOLOGIES IN 2011
PAID IN PENALTY FOR FCPA
VIOLATIONS
$8 MILLION
AMOUNT JOHNSON &
JOHNSON WAS ORDERED TO
PAY IN PENALTIES
$1.1 BILLION
EU FINED MICROSOFT
FOR NON-COMPLIANCE WITH
2004 ANTITRUST ORDER
$1.35 BILLION

10. IS THE PHILIPPINES
UNDER THREAT?
10

11. The Privacy Act applies to all acts or practices within
Australia in respect of personal information about
individuals wherever those individuals may reside.
Accordingly, personal information of persons outside Australia
that is held on servers located within Australia is regulated by
the Act. The Act extends to any use outside Australia or
disclosure from Australia of personal information that has been
collected within Australia.
This introduces the concept of Extraterritoriality
Data protection and Privacy is a pressing issue for:
1. United States
2. United Kingdom
3. Australia
4. Singapore

12. BAD NEWS IN THE BPO INDUSTRY

13. THE PROBLEM FOR
ORGANISATIONS
13

14. EMPLOYEES EMPLOYEES
EMPLOYEES EMPLOYEES
•
•
•
THE RESULT
The Board and the Regulator’s
voice is lost because of the
disconnect between, Vision,
Content and Delivery.
PROBLEMS BUSINESSES
ARE FACING

15. Board’s visibility to
the activity is
BLOCKED
Management is
CHALLENGED TO
SWIFTLY ROLLOUT THE
INITIATIVE
Compliance
Training Content is
OUTDATED and
TIRESOME
MESSAGE
DOES NOT MEET
VISION
GAPS
GOAL
THE CHALLENGE OF SUCCESSFULLY ROLLING
OUT COMPLIANCE INITIATIVES
Employees
Received mixed
messages and are
uninterested and
left in doubt

16. THE EXCEL BAND-AID

17. WHAT THE EXECUTIVE
REALLY WANTS TO SEE
17

18. ACCESSIBILITY VIA
WEB & ACROSS ALL
PLATFORMS
DATA ANALYTICS
EFFECTIVE
MESSAGE DELIVERY
POLICY DISBURSEMENT
TO WHOLE OF
ORGANIZATION
VISIBILITY
WHAT THE EXECUTIVE REALLY
WANTS TO SEE
ONE
PLACE
TO FIND
IT ALL

19. VISIBILITY

20. Compliance
Management
Dashboard Reporting
Existing Software
INTEGRATED

21. Actual Number of People
Red
Yellow
Green
MEASURABLE

22. CONNECTIVTY WITH ANALYTICS
FOR AN IN DEPTH LOOK

23. HOW DO YOU CREATE A
CULTURE OF COMPLIANCE?
23

24. THE POSITIVE
COMPLIANCE
CYCLE
BOARD’s message is shared
Compliance Goal is aligned to the
message
Roll out is quick, effective
and reliable
Accessible online and on mobile
to reach all members regardless
of location
Reporting and Tracking is
accurate and in real time
Board to Frontline message is consistent
and understanding is aligned This should
be a
continuous
cycle

25. Compliance Training
Content is updated and
relevant
THE BOARD’S VISION

26. BOARD TO FRONTLINE VISIBILITY

27. Automated notifications
and alerts on SMS / email.
Be alerted in real time as
risk increases.
MEASURED DELIVERY

28. PERSONAL RESPONSIBILITY

29. 29
The alerts summary gives the breakdown of your
business alert status across the whole organization

30. WHAT IS THE MESSAGE?
HOW DO WE DELIVER AND
THE POWER OF THE CONTENT
30

31. RELEVANT QUALITY CONTENT

32. Mobility keeps you in touch
with your business
SEAMLESS CONTENT DELIVERY
ACROSS ANY PLATFORM

33. Database
records and secures
the information
CONNECTIVITY

34. MILLENIALS AND MOBILITY:
ENGAGEMENT CHALLENGES

35. JUST HOW BIG ARE MILLENIALS IN THE WORKPLACE?

36. Age structure: 0-14
years: 33.7% (male
18,493,668/female 17,753,359)
15-24 years: 19%
(male 10,416,358 / female
10,044,724)
25-54 years: 37% (male
20,031,638 / female
19,796,545)
Phillennials comprise only ¼ of
Philippine population but are
already 50%+ of working age
Filipinos (Rough estimates
from Geobase population data)
PHILLENIALS: PHILIPPINE MILLENIALS

37. 6%
5%
12%
33%
24%
20%
0% 10% 20% 30% 40%
> 100
> 80 - 100
>60 - 80
>40-60
20-40
< 20

38. WHO IS CPDone?

39. 39
THE TRUE VALUE OF COMPLIANCE

40. CPDone
CULTURE OF
COMPLIANCE

41. THANK YOU.
CONTACT US FOR A COPY OF THE
PRESENTATION