Transcript Keeping the promise

Analyst Meet
August 27, 2002
“Living up to the promise”
Broadening the services footprint Business Process Management
Rajiv Kuchhal
© 2002 Infosys Technologies Limited
Analyst Meet
August 27, 2002
Progeon – BPM services provider
Significance of the Name
Managing PROcesses in a Global EON (era).
Value Proposition
Progeon delivers value by leveraging the benefits of service delivery globalization,
process redesign and technology
Vision Statement
To be the global partner of choice, providing best-in-class business process
management services through innovative and leading technology enabled solutions
© 2002 Infosys Technologies Limited
Analyst Meet
August 27, 2002
Progeon has made significant progress in a short time
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250
Aug 02
Employee Nos
Number of Processes
6
4
3rd Client
200
3
150
2
100
1
July 02
50
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Employee Strength - 265
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April '02
May '02
June '02
July '02
Aug '02
April '02
Months
May '02
June '02
July '02
Aug '02
Months
June 02
Ramp-up
Rapid ramp up for 2 clients
Employee Strength - 215
2nd Client
May 02
April 02
Incorporation
1st Client
Signed on US Mortgage Service Provider
Employee Strength - 155
Steady State operations for 1st client
Employee Strength - 115
5 MM funding from Infosys
$20MM funding from Citigroup
Training for 1st client underway
Employee Strength - 55
© 2002 Infosys Technologies Limited
1st Client
2nd Client
3rd Client
High Tech
Equipment
Manufacturer
Mortgage Service
Provider
Financial Service
Provider
Analyst Meet
August 27, 2002
Today companies want partners who can take end-to-end accountability for
outsourcing and Progeon-Infosys together form such an entity
Management Consulting
Prime Vendor Status
Integrated Business-IT Roadmap
Enterprise Architecture Definition
IT
Infrastructure
Management
Services
Technology-enabled Business
Process Re-engineering
Systems
Integration
Progeon
BPM Services
Package Evaluation and
Implementation
New Application
Development
Maintenance
Re-engineering
Existing Services
© 2002 Infosys Technologies Limited
New Services
Not currently addressed
Analyst Meet
August 27, 2002
Progeon inherits strengths of Infosys as an
organization …
Backing of Visionary Management
Strong Outsourcing Capability
• Financially stable
• De-risked business models
• Thought leader in IT services
• Pioneered the offshore development center model
• First Indian services company to offer IT strategy consulting
• Over 20 years of outsourcing
• Nearly 100% of revenues in a GDM
• Almost zero client loss
Customer Focus
Business & Technology
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Traditional strength in Business Process Automation
Business Consulting group for process innovation
Domain Experts from industry
Transaction Monitor for providing Dash Board functionality
Process Capture Tool using InFlux Methodology
• Over 85% repeat business
• Sustained, large relationships
• Satisfied customers
Ready Infrastructure & Expertise
• Best-in-Class Infrastructure
• Ability to scale up infrastructure rapidly based on
customer needs
Process Strong Company
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Culture of excellence in execution
Focus on Delivering Quality, in Time, within Cost
Six Sigma initiatives
Knowledge Management systems
© 2002 Infosys Technologies Limited
Strong People Focus
• Recruit good people
• Retain them
• Employer of choice in India
Analyst Meet
August 27, 2002
… leveraging the Global Delivery Model pioneered by Infosys
Client Site
Progeon Facility - India
Discover
Transition
Understand Customer Organization
Understand Staffing
Prepare Business Case & Proposal
Obtain Buy-in for Process outsourcing
Set up Infrastructure & Connectivity
Start Recruitment & conduct training
Transition
Document Processes
Define SLAs and Tracking Mechanism
Obtain Sign offs to Commence
Execution from offshore
Pilot
Set up user ids & access controls
Validate process understanding,
Productivity & Quality goals
Set up tools for SLA tracking &
monitoring
Execution
Pilot
Execute process in parallel with
customer team
Execution
Relationship Management and ongoing
opportunity identification
Run Operations
Achieve Steady State with Chosen
Processes
Review Processes & Improve
Productivity
Audit, Analysis and Improvement
Engagement and Change Management
© 2002 Infosys Technologies Limited
Analyst Meet
August 27, 2002
BPM is highly offshore intensive business – esp. on
ongoing basis
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Onsite
Offshore
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Discovery
© 2002 Infosys Technologies Limited
Transition
Training
Execution
Analyst Meet
August 27, 2002
Progeon provides a service evolution that focuses on
providing continuous benefits to the client
Phase 3
Extended Process Operations Center (EPOC)
Common Platform
 Dedicated to one client
 Seamless extension
 Rapid startup
 Gradual Risk increase
 Continuous savings in unit costs / transaction
Phase 2
Process Optimization
Phase 1
Cost Arbitrage
 Labor and Skill Arbitrage
 Savings of 30%+ on As Is
processes
© 2002 Infosys Technologies Limited
 Leveraging Infosys strengths in
Business Process Redesign and
Domain Expertise
 Continuous process improvement and
innovation
 Best practices through Professional
partnerships
 Evaluation & implementation of
automation opportunities
 Better turnaround time, lower process
defects
 Platform based services
 Leveraging Infosys Technology
and Infrastructure Management
strengths
 Transaction based pricing – cost
scales with business
 Opportunity for increasing the
shareholder value
Analyst Meet
August 27, 2002
Progeon offers BPM services for industry specific and
generic industry processes
Illustrative list of Progeon services
Industry Specific Processes
Insurance Industry
Life claims processing
Auto and Home Claims
processing
Health claims processing
Annuities and Disability plans
Customer contact center
Policy owner services
Banking Industry
Loan servicing
Check processing
Credit card processing
Cash management
Reconciliation
Merchant settlement
Custodial services
Securities Industry
Client account management
Corporate Actions
Reconciliation
Customer contact center
Generic Industry Processes
Finance and accounting
Accounts payable/receivable
General Ledger
Risk Management
Financial Mgmt and Reporting
© 2002 Infosys Technologies Limited
Administration
Tax processing
Claims processing
Document management
Human Resources
Payroll processing
Benefits administration
Analyst Meet
August 27, 2002
Building Delivery Capability
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Transfer of senior management from Infosys – to bring values and integration
Recruitment from Industry – both BPM and Domain
Building brand by using Infosys channels
Building scalable model
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Implementation of Operation specific quality programs
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Six Sigma
COPC, ISO 9001
Leveraging technology strengths
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Screening 1000 resumes a week
Hiring, training and deploying 50+ every month
Leveraging Infosys Sales & Marketing, Infrastructure and internal IS
Using Influx for Process Mapping
Transaction Monitor for workflow and reporting – providing dashboard functionality
Using Infosys Business Consulting Services for Discovery and Transition
© 2002 Infosys Technologies Limited
Analyst Meet
August 27, 2002
Our First Customer – High Tech Equipment Manufacturer
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Global partner in product co-development and IT
Extending trusted relationship to BPM
Started operations on 22nd April
Customer Service Support Center
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Achieved 99.5% quality
within 1 week
Order Entry and error resolution
3 phase growth (total of 160 FTEs)
Integration of operations from Australia, Holland and USA
Benefits
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Cost reduction
Enhanced customer service
Scalability for new growth
Leveraging existing infrastructure
Three Process Gone
Live
Fourth and Fifth
Process in Training
“IRT BPO has been outstanding. Thanks to both teams for one of the best implementation I've ever
seen. Now to the next one. There is so much more coming, increase challenges, but now more than ever I
feel 100% confident we'll get there in a successful way. The proof is there, the role model is there, the team is
there, ... It could not be better” – Customer Sponsor
© 2002 Infosys Technologies Limited
Analyst Meet
August 27, 2002
“Living up to the promise”
Thank You
© 2002 Infosys Technologies Limited