Transcript Evalueserve Overview Presentation
Knowledge Process Outsourcing
Ashish Gupta Country Head and COO India-Europe and Outsourcing: How to create a Win-Win Game?
IIT Delhi - 24 November 2008
© Evalueserve, 2008. All Rights Reserved - Privileged and Confidential
Presentation Plan
KPO: An Introduction What KPO means to European Firms ‘KPO Transform’
© Evalueserve, 2008. All Rights Reserved - Privileged and Confidential
KPO: A strategic move to manage knowledge cycle from an outsourced location Emerging Client Issues
Shortage of talent pool Solutions
Vast talent pool
High set-up costs and higher wages
20-30% cost as compared to the rest of the world
24 X 7 services
Focus on core competence
Deliveries from multiple time zones Example Global Delivery Platform Slide 3
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KPO rapidly following IT and BPO…and gaining Embryonic Growth Mature Aging KPO Call Centers IT Outsourcing Engineering Accounting HR Admin Insurance Claims Tech Support
KPO initially lagging IT by 10 yrs; now only 3-5 yrs Specialized players emerging Complexity quickly increasing From captives to third-party
Time Slide 4
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KPO provides significant and sustainable cost savings
100 80
> 70
60 40
20 - 50
20 0 BPO KPO
On-shore 15 - 40 40 - 60 10 - 25 25 - 50
BPO KPO BPO KPO
Near-shore Off-shore Slide 5
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KPO spans a spectrum across several domains KPO Under Writing Synthesized Reports Equities Research IP Portfolio Analytics CRM Analytics Claims Processing Global Research Financial Analytics Patent Drafting CRM Database BPO Customer Support Insurance Data Acquisition Consulting Data Management Patent Searches Customer Support I-Banking IP Telecom Slide 6
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India will continue to lead with approximately 69% of the global market
MARKET SIZE OF KPO INDUSTRY
20 400 350 15 300 255 10
Source:
Evalueserve Analysis
5 106 4.5
75 3.1
0 2006-07 Worldwide Professionals (Worldwide) 16.7
11.2
2011-12E India 200 100 0 Professionals (India) Slide 7
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KPO in India is distributed across many segments Indian KPO: Revenues by Services Segment (2006 –07) Network Optimisation and Analytics 4% Contract Research and Biotech 19% Others 5% Banking, Securities and Insurance Research 6% Data Management, Search and Analytics 19% Business and Consulting Research 4% Remote Education and Publishing 10% Scientific and Medical Content Publishing 6% Legal Research and IP 3%
Source: Evalueserve Analysis
MR and Competitive Intelligence 6% Animation and Gaming Services 8% Engineering Design 10% Slide 8
© Evalueserve, 2008. All Rights Reserved - Privileged and Confidential
Presentation Plan
KPO: An Introduction What KPO means to European Firms ‘KPO Transform’
© Evalueserve, 2008. All Rights Reserved - Privileged and Confidential
European Firms have been adopting KPO increasingly, yet cautiously
Preference for near-shoring over off-shoring
Language capabilities Geographical proximity Cultural understanding
Key evaluation criteria for choosing a vendor
Quality of services Domain expertise
Key concerns and how they are addressed
Drop in service quality: Effective service level agreements (SLA) Loss of control: Proven to be a myth Security issues: Stringent information security standards (e.g. ISO27001)
Slide 10
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Firms across the spectrum can derive competitive advantage through KPO Fortune 500
Focus on core competence
Process expertise
Advantage of ‘Buy’ over ‘Make’
24X7 support SME
Leverage additional resources
Cost advantage
Domain and process expertise Research and Consulting
Research support
Peak load absorption
Partnership across the globe
Domain expertise
Cost advantage Slide 11
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Case Study: Evalueserve – Your Global Knowledge Partner Evalueserve - KPO company providing custom research worldwide Evalueserve Network and Language Capabilities Evalueserve Value Proposition Quality Global Coverage Cost Effective
Robust research infrastructure
Sales Offices & Client Executives Research Centres & Sales Offices
24x5 time-zone coverage
European research center in Romania
100% customised
Client Executives across Europe
13,000+ projects
50+ language service offerings
2,500+ professionals
Time-zone coverage, multi-location operations Slide 12
© Evalueserve, 2008. All Rights Reserved - Privileged and Confidential
Presentation Plan
KPO: An Introduction What KPO means to European Firms ‘KPO Transform’
© Evalueserve, 2008. All Rights Reserved - Privileged and Confidential
‘KPO Transform’: A Program to generate ROI What
‘KPO Transform’ is a free top-down bottom-up program to identify and implement outsourcing opportunities in high-knowledge areas across the whole business system Objective: Reduce cost, improve productivity and service, and support growth initiatives in identified areas, within 1-3 months
Business Case
Can save USD 30k+ (within 1-3 months) per full-time position identified Examples of process redesign, consolidation and automation have led to productivity improvements of up to 100% in specific areas Examples of growth support have generated revenues of several USD million pa for specific new client products
Slide 14
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KPO Transform: Phases and Objectives
Identify Redesign Transition Operate
Service Levels Growth
Slide 15
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Consolidating KPO opportunities across business system R&D Ops Marketin g Sales Support (Strategy, Finance, HR, IT, Legal) After Sales Teams India Steering Committee EVS ORC Manager Teams Chile Teams China Project Teams Office Rom.
• High-potential client team members • Senior Evalueserve team with consulting experience and operations managers
Slide 16
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Thank You…
© Evalueserve, 2008. All Rights Reserved - Privileged and Confidential