Business Process Outsourcing by ITC

Report
ITC Software
presents
© Copyright 2004,- 2010. All rights reserved. ITC Software
Business Process Outsourcing
“ BPO is the delegation of one or more IT-intensive business
processes to an external provider who, in turn, owns,
administrates and manages the selected process(es), based
upon defined and measurable performance metrics.”
Gartner Dataquest
Index
 BPO Facts & Figures
 Our Services
 Techniques – eAccounting
 Business Continuity Plan
 Technology and Infrastructure
 Team – with a passion to excel
BPO Facts & Figures
BPO is gaining significant traction in the
market place
 Business operations independent of distance.
 “REAL TIME” a reality
 Time Arbitrage a possibility.
India Advantage
Significant Growth in BPO
Overall Cost Savings (%)
Insurance
10.0-15.0
Banking/ Finance
Pharmaceuticals
Telecom
Automotive
Airlines
EBIDTA increase
(times)
8.0-12.0
5.0-6.5
5.0-6.5
5.0-6.5
40-60% cost
saving
5.0-6.5
Key opportunity
areas
3.5 x
•Back office processing
•Call Center operations
1.5 x
•Back office processing
•Call Center operations
1.3 x
•Research and
Development
1.1 x
•Call Center operations
•Billing
1.1 x
•Engineering & design
1.2 x
•Call Center operations
•Frequent flyer
programs
* Estimates based on specific representative companies
** Non interest expenses
Source: McKinsey analysis; Interviews
Forecast ...
(US $bn)
2001
2005
2008
Total Business Process
Outsourcing Market
127
234
310
Percentage Offshored to
Countries such as India, Ireland, etc.
5%
15%
20%
Offshored BPO Market
6.4
35.1
62.0
India ITES Exports
1.5
9.5
21
Source: NASSCOM Mckinsey Study 2002 and, Gartner
Rapid growth in global BPO market
to continue
Gartner estimates*
IDC estimates**
$ Bn
CAGR
14.7%
157
91
2004
$ Bn
CAGR
13.1%
181
177
109
2005
2000
* Excludes logistics and manufacturing outsourcing to
show addressable market
2004
202
2005
2000
** Includes transaction processing
Source: Gartner; IDC
India’s Value Proposition


40-60% cost reduction for offshored process
Labour cost arbitrage, the reason for cost savings, likely to exist for
next 20-30 years
Cost







Faster turnaround time
Time zone difference
24 x 7 service
Learning curve effect
Established methodologies and processes for better performance
Well defined quantifiable quality and process metrics
Access to highly qualified skill pool
Source: McKinsey-Nasscom
Top 5 Outsourcing Objectives
Focus on Core Activity
91%
85%
Reduced Costs
35%
Improved Operational Quality
29%
Achieve high productivity
12%
De-risk the business
0%
20%
40%
60%
80%
100%
% Respondents
Source Gartner
India Advantage
Source: Mckinsey & Co.
A Mckinsey study shows that when processes are outsourced to
India, companies not only get the advantage of low cost but also
experience improvement in productivity and Quality.
India’s Compelling Advantage makes it the
Most Attractive Outsourcing Destination
Survey respondents shows the following outsourcing destination:
India
38%
China
6%
Mexico
5%
Ireland
5%
Canada
5%
Malaysia
4%
Philippines
4%
Russia
4%
Singapore
4%
India has transformed into the global
outsourcing center of choice.
It employs world class technology and
efficient delivery mechanisms to ensure
that clients get cost effective solutions
for all their BPO needs.
Source: Computer world and InterUnity Group Inc., Concord
And more ………
Top Drivers for Outsourcing to India
 Two million graduates each year (Existing Pool: over 25 million)
 120,000 Engineers every year vs. 63000 in US
 English speaking and IT savvy workforce
 Cost reduction up to 50%
 Government support for IT and BPO industry
 Improving telecom infrastructure
 Lower infrastructure costs
 Favorable time lag: 12 hours with US & 5 hours with Europe
 Overnight turnarounds possible
 Resources with experience of financial and legal systems
similar to the west
 Strong domestic IT services industry to support IT led BPO
Services
 Medical Transcription Services
 Bookkeeping & Accounting Services
The e-Accounting process
 HR Services
 Administrative & Other Services
Medical Transcription Services
 Our levels of security meet all HIPAA regulations
related to Electronic Transmission of Patient
Information
 Our medical transcription model provides 4050% savings to the clients compared to the
transcription rates offered by transcriptionists in
the USA.
Medical Transcription Services
 Specialties:
Cardiology, Dentistry / Oral Surgery, Family Practice,
Gastroenterology, General Surgery, Genetics, Internal
Medicine, Nephrology, Neurology, Neurosurgery,
Otolaryngology, Oncology / Hematology, Obstetrics /
Gynecology, Orthopedics, Ophthalmology (including
vitreoretinal surgery), Pathology, Pediatrics, Physical
Therapy, Psychiatry, Podiatry, Pulmonary Medicine,
Radiology, Resident training programs, Rheumatology,
Urology, Vascular Surgery …
Medical Transcription Services
Work flow diagram
2. Transcription
Dictation is retrieved &
transcribed into Medial
records using software
Secured FTP
1. Transfer
128 SSL Encryptionsecured transfer of
voice and data
ITC
Medical Transcription
Services
Advanced
Technology
Quality
Assurance
3. Delivery
Complete, accurate,
timely medical
records are delivered
ftp in preferred
format
Bookkeeping & Accounting Services
 Accounts Receivable & Payable
 Invoice Processing
 Bank Reconciliation
 Asset Management
 Clearing Transactions
 Mortgage Loan Processing
 Tax Processing
 Claims Processing
 Travel & Expense Management
The e-Accounting process
What is e-Accounting ?
A business requires that one keeps close control of their financial data.
When your financial data is in the office and you aren’t, how do you
retrieve the information you need?
The solution is simple, and it’s called e-Accounting.
 e-Accounting helps to keep financial data and accounting
applications in a safe, secure environment.
 Access can be provided to permitted users regardless of
their location.
How does it work ?

With data in a secured and centralized environment, all users
are able to access the data as & when they need.

Business with multiple locations can all work in real-time on a
single set of books which can be reviewed from any location.

It's a true multi-user system, that provides all the same
functionality of a local network.

Head offices, Branches, Sales offices, Production Centres,
Accountants, Internal & Statutory Auditors etc., can all work on
the system at the same time with different levels of password.
How it works: Virtual Desktops
Virtual Desktops help everyone work on the same system, the same
platform, and the same version of the software application. And the entire
data is secure, backed up automatically, and kept current in real time.
Who owns my data ?
Can other people access my data ?

No one can have access to the data without express
permission.

The data is backed up regularly and moved off-site to a
remote location.

The data is stored on a multiple hard drive system, called
R.A.I.D., every time it is saved, to protect it from hardware
failure.
How will you get access to the accounting
data ?

Our facility uses a server to host the bookkeeping software.

At any time from any Internet capable PC one can use
encrypted password to look at the accounting records.

The data is always updated and accurate.

It is secure and dependable with 100% real time backup.
What about Security ?

Security measures are taken to make sure that the
information is protected.

Clients can create own passwords, so no one (not even the
ASP) can have access to the passwords.

As the data travels over the Internet, it is protected by a
technology called Secure Sockets Layer or SSL encryption.
SSL ensures that the data reaches its location before it can
be decoded.

For added security, the clients need to make sure that their
browser supports 128-bit encryption. This level of
encryption is one of the best currently supported by
consumer web browsers.
Work Flow
Your Work (View details)
Scanned Documents
(View details)
Necessary Business
Information
Conversion to Spreadsheet (View details)
(After thorough verification)
Entered in QuickBooks (View details)
(By qualified operators)
Final Checking (By Supervising CA)
Your Completed Work
Folders and Path
P R O C E S S
ET’S ACCOUNT
FOLDER
LIST OF CLIENTS
CLIENT
TO BE
PROCESSED
NOTE:
• Client Information will be provided in CLIENTS folder.
ERRORS &
REVIEWS
COMPLETED
• Only concerned Folder and Files are accessible
ERROR LOG
Spreadsheet
Bank Of America
Date
Particulars
Check No.
06/01/02 Opening Balance
06/03/02
Check
3614
06/03/02
Deposit
06/04/02
Check
3606
06/04/02
Check
3610
06/05/02
Check
3609
06/05/02
Check
3612
06/05/02
Check
3615
06/05/02
Check
3616
06/06/02
Check
3617
06/06/02
ATM Withdrawl
06/07/02
Check
3575
06/07/02
Check
3577
06/07/02
Check
3621
06/07/02 Sprintpcs Custcare
06/10/02
Check
3618
06/10/02
Check
3619
06/10/02
Check
3624
06/10/02
Check
3625
06/10/02
Check
3626
06/10/02 Shell No. 574225467
06/11/02
Check
3622
Deposit
Withdrawl
300.00
2550.00
500.00
16.21
108.49
87.00
55.00
300.00
451.47
100.00
300.00
100.00
62.95
100.00
125.00
300.00
69.43
6.04
7.68
15.27
44.26
Balance
292.12
(7.88)
2542.12
2042.12
2025.91
1917.42
1830.42
1775.42
1475.42
1023.95
923.95
623.95
523.95
461.00
361.00
236.00
(64.00)
(133.43)
(139.47)
(147.15)
(162.42)
(206.68)
Remarks
QuickBooks Pro
Sample Bank Statement
Sample Bills
Sample Bills
Sample Bank Statement
HR Services
 Payroll Services
 Benefits Administration
 Records Management
Administrative & Other Services
 Data Management
 Content Conversion
 BCP Partner
 E-publishing
 Policy Administration
Business Continuity Plan
Objective
 Safe guard internal as well as client’s data
 Minimize potential loss of time in case of disruption
 Build a framework of recovery
Simply put ... the show must go on.
Implementation
 Mirror Server at Falta Special Economic Zone, 60 km away from Calcutta.
 Recovery within 12 hours for critical processes and 36 hours for second
stage critical processes.
 Well organized tech support to avoid negative fallouts in the unlikely
event of major disruption.
Infrastructure & Technology….
Our facility spans over 60,000 sq. ft
in the IT hub of Calcutta - Salt Lake
Electronics Complex, with the likes
of IBM, TCS, Agilent, Wipro etc. in
the vicinity.
ITC recognizes the fact that
productivity and infrastructure are
correlated.
For a virtual tour of our facility,
please click here
Facility Tour ….
TheTeam ….
… Committed to Excellence

ITC’s team is its most valuable asset. All our specialists
have a passion for excellence. COMMITMENT to client service
and satisfaction is the key drive.

The customized training gears them to handle the anticipated
growth and stand at the forefront in the industry.

They support our vision and provide speedy and consistent
delivery of services.

ITC’s team is hand picked to meet client’s specific
requirement with the biggest emphasis on attitude and not
merely experience.
The Management Team
Managing Director
FCA, FICWA (2nd Rank in India, 1988)
Executive Director
AICWA (1995)
CFO
FCA (1987)
Director
B.Tech, IIT (1989)
Director
FCA, CFA, AICWA, ACS
Leader – Operations
FCA (1997)
Leader – Business
Development
CFA (2000)
Leader – Technology
PGDCA (2000)
Leader – Analysis
ACA (2001)
Leader – Human Resource
MBA (2000)
For an interesting insight into our recruitment process
Click here
The Recruitment Process – Stage I
 Eligibility Criteria
 1st Class Commerce Graduates
 Age between 20-27
 Excellent communication skills in English.
 Computer Savvy
 Aptitude Test
 Written English, Grammar, vocabulary & Comprehension following
market standards (TOEFL)
 Logical Reasoning
 Specific domain knowledge testing
 Interview & Group Discussion
 Verbal Communication Skills & quality of expression
 Attitude and commitment
 Team Spirit
The Training Process – Stage III
Intensive Training and Evaluation :
 Accounting Software – Quickbooks, Tally, Sage, Peachtree
 International Accounting Standard Knowledge with special
focus on the client’s country (e.g. US GAAP).
 Business Practices.
 Technical and Soft skills
 Industry Exposure
ITC Software
Committed to Excellence …
ITC Software
Ask for a free trial run
Phone: +1 978 287 4855
Thank You !
[email protected]
www.itcsoftware.com
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