• 29 customers (incl.

17 Fortune 500 • World’s 1st eSCM Level 5 Service

customers) Provider

• 63 business processes • First Indian BPO to win the Rajiv

Gandhi National Quality Award
• 40% IT-BPO customers (equivalent to the Malcolm Baldridge
• Over 60% revenues from high- National Quality Award)
end services • First Indian BPO to win the Golden
• Delivery centers in Hyderabad, Peacock National Training Award
Bangalore and Chennai • Certified per the ISO 27001 framework
• Onsite presence in USA, UK, • Ranked among Top 10 E&U
Belgium and Switzerland Outsourcing and KPO providers
globally

• Ranked among Top 20

Copyright (C) Satyam BPO Limited. All rights reserved. 2

 • World’s first company to be certified at
eSCM-SP (eSourcing Capability Model
for Service Providers) level 5

• Quality journey
– July 2007: Certified at eSCM Level 5
– September 2005: Certified at eSCM Level 4

• eSCM – Developed by Carnegie Mellon

University’s Information Technology
Services Qualification Center (ITSqc.)

• Client benefit: Assurance of service

provider being
– proactive
– consistent
– innovative
– value-enhancer

Copyright (C) Satyam BPO Limited. All rights reserved. 3

 • Robust transition methodology with built-in
risk mitigation strategies
Scalability
– Over 60 transitions effected
• Performance metrics benchmarked
Quality
Focus against global standards
• Process automation initiatives
Risk
Management – For improving SLA performance and
productivity
• Knowledge Management
Best – K-Window to share best practices
Practices
• Stringent Security Systems
SMART
Transition
– Multi-level IT security
– Physical security
• Compliance Framework
– SOX 404 compliant
– SAS 70 Type II

Copyright (C) Satyam BPO Limited. All rights reserved. 4

 Organizational Management
People
Scoping Due SMART Steady State
eSCM

Business Operation
Study Diligence Transition Operation
Technology
Knowledge Management

S M Onsite A Adapted R Offshore T

Phase Activities

Offshore Hand Over to

Knowledge Process & Ramp
Preparation Operations
Acquisition Offshore Training Monitoring

Tool kits developed for effective and structured deployment across every stage

Governance Structure
End-to-End
Activities

Risk Management
• A value scorecard outlining key performance indicators that identify and
monitor risk, and client service levels
Program Management Office
• A central program management entity that coordinates the activities of
key stakeholders

Copyright (C) Satyam BPO Limited. All rights reserved. 5

 Shared Services BPO Offering

Plug & Play

Application
Platform
Payroll HR Facilities Mgmt
Travel and Surveys
And Reimbursements Commercial
Expenses Inventory
Common User
Experience
Shared Services Information & Workflow Platform - eSupport

Self Service Applications Shared Service Centres

Enterprise users access Transactions managed and supported
Platform for information, by virtual response teams, reachable
workflow and transactions on call & e-mail

Copyright (C) Satyam BPO Limited. All rights reserved. 6

 Consumer and Enterprise Technical Services across Support levels in 7 Languages offered
GETS
from Shared and Dedicated Centers on a 24x7 basis

Animation & Pack Design, Artwork Workflow Management and Multi-Language support for proofreading.
Artwork Collateral Design for Print and Web.

MPO
Time standards, Engineering Change Management, Visual Aids, Virtual Manufacturing, Virtual
Build, Line Balancing, PFMEA & Control Plans, Warranty Claims and Engineering Analysis.

Spend Data Management, Strategic Sourcing, Vendor Management, Demand Management,

P2P
Purchasing, Accounts Payable, Procurement System & Helpdesk

CRS End to end clinical trial support services – Clinical data management, Safety narrative writing,
medical writing, Adverse event management, drug safety and Pharmacovigilance

AP End to end Multi-Lingual Global Finance and Accounting capability from Onsite Mailroom set-
up to GL accounting and SAS 70 audited processes

HRO Recruitment, Talent, Engagement and Payroll Management across Multi Lingual support , for
Transaction and Voice services on a 24x7 basis

KPO
Research & Analytics, Advisory & Fulfillment Services, Data Management Services

PPBO Policy Management, Claims Management, Payer Services, TPA Services

Copyright (C) Satyam BPO Limited. All rights reserved. 7

 Global Enterprise Technical Suport

Copyright (C) Satyam BPO Limited. All rights reserved. 8

Copyright (C) Satyam BPO Limited. All rights reserved. 9
 Clients Services Level of Services

1. Publishing major 1. IT Helpdesk (Voice & email) 1. L1 & L2

2. Chemical Mfg Co. 2. SAP Helpdesk 2. L1 & L2
3. Large Oil & Gas Co. 3. eProcurement Helpdesk 3. L1, L2 & L3
4. Large Oil & Gas Co. 4. IT Helpdesk, UNIX Monitoring 4. L1 & L2
5. Global High Tech Co. 5. eMail Helpdesk Support 5. L1 & L2
6. Global CPGC firm 6. IT Help Desk 6. L1 & L2
7. Automotive major 7. Service Desk & Tech Support 7. L1 & L2

Copyright (C) Satyam BPO Limited. All rights reserved. 10

 Engagement Summary Quality & Reporting
• DSL customer support 350 FTEs 1.5 Mn calls PA
100.00%
• Billing support 130 FTEs 0.8 Mn calls PA 90.00% 86.00%
94.33%
84.13% 85.10%
• L3 Support 47 FTEs 80.00%
82.00% 84.93% 79.67%
80.00%
70.00% 70.10%
60.00% 67.00% 67.77% 67.80%
60.98%
Services Provided 50.00% 57.00% 57.00%
55.00%
40.00%
DSL 30.00%
20.00%
 Registration, Installation, and Connectivity 10.00%
issues 0.00%
 Password Resets/Account Maintenance Q1 Q2 Q3 Q4
 Browser Problems; Modem Configuration Issues
 Firmware upgrades and Replacement of CPE Service Level FCR 5 FCR 4 CCI (Top2)

 Issues related to Webmail and Client Email

 Surf issues support
 Order Status related issues Program Highlights/Achievements
 Escalations; Mentor – Level 3 Support
• Knowledge base tool developed for the client
BILLING
• No 1 Indian Vendor for the year 2007
 Resolving Billing queries/ issues • Highest % of calls as compared to all India centers
 Credit request solutions • Service Level consistently met
 Upsell Promotions & offers • FCR comparable to all centers (consumer and business)
 Retaining dial up Customers • Lowest MCO handoffs as compared to all centers (consumer
 Vacation suspension/activation and business)
 Update mobility requests • Consistent improvement on CCI quarter on quarter

Copyright (C) Satyam BPO Limited. All rights reserved. 11

 Process Overview
UK

• 24 x 7 Level 1 Global IT Support Cleveland

• Inbound Voice and Email Hyderabad

• Supporting over 204 Applications Client UK

Client Rest of Europe, APAC
+44 (0) 1256 xxxxxx

•
Client US
Geographies Supported: US, Europe, Singapore Client Canada +1 xxx-xxx-xxxx

Canada

Value Adds
Scope Of work

• GHD is primarily into maintaining of Network accounts • Increased First Call Resolution: 23% to
(NT 4.0 & Windows 2000), 40+%
• Individual/Generic mailboxes, Distribution lists
(Exchange 5.5 and 2003),
• VPN Issues •Increased Hours of Support by 100%
• Web Applications
• Supporting applications based upon Unix & Main
•RCA on unresolved tickets led to reduction
Frames platforms.
of 350 applications to 250 application

•Development of Knowledge Base and

Knowledge Tree

Transforming a network of distributed

•100% compliance on SOX audit
Helpdesks into a Centralized Global IT
Helpdesk

Copyright (C) Satyam BPO Limited. All rights reserved. 12

 CLIENT USERS
Level-1
Process Overview • Global Call Center Global – Helpdesk Highlights
• Global Problem Mgt. India 24 x 7
• Single Point of Contact • Queue Management
• Initial contact point for all • Tools : Remedy
SAP application related • Call Answering System
• Call resolution and Catch and Dispatch • Level 1 Problem
Management
problems
• On-Call : Mobile / Pager
• English, Spanish, German • Solution Manager
• 24 X 7 support for English Level-2 & 3

•
Global Helpdesk
Regular office hours support for Europe and Mexico • Level 2 & 3 Support
Europe India – Chennai
• Basis & Operations North America

(Spanish, German) Services

(Europe Time Working (USA ET Working
• On Call Hours)
(IST Working Hours)
Hours)

• 8 different regional toll-free numbers to cover all users • Batch Schedule &
Control Support Team

• Data connectivity – VPN over internet Level-4

• Co-ordinate/ Consult
with other service
providers for Bolt-On
applications Third Party Vendors
Scope Of work • Log OSS notes for
solution – SAP AG

• Levels 1, 2, 3 and 4 Multi Service Provider Support -

Value Adds
Level 1 support provided by Satyam BPO
• SAP Modules Supported - Finance, Controlling, Asset
Management, Sales and Distribution, Materials • Process SLA at 97% against client expectation of
Management/ Warehouse Management, Production 80% .
Planning, Quality Management, Plant Maintenance,
• Reduced AVG hold time by 20%
Project Systems/ Investment Management
• SAP Environments - SAP Versions (SAP 4.7 Unicode,
• HTML Knowledge Base created
SAP 4.7 Enterprise, SAP 4.6 C, SAP 3.0 F (For Ex-DTI
South America), SAP R/2, SAP BW); SAP E&HS; My
SAP SRM-EBP • Online Tool for Process Evaluations created

Integrated SAP Maintenance Support Helpdesk – Multi- • User Maintenance & Security Approval – Additional
geography, Multi-language, Multi-cluster - for World’s responsibilities handed to L1.
Largest Integrated Fiber, Resin, and Intermediates Co.

Copyright (C) Satyam BPO Limited. All rights reserved. 13

 Process Overview Value Adds
• Single point of contact for global users from US,
Australia ,Angola, Nigeria, Singapore, Indonesia,
etc. •Initiated personalized query handling for
• IT application supporting Downstream emails
application, SAP Material Management Module
and e procurement support. •Introduced Data base query tool called
Inspector’ to mine SAP databases that
• Multilingual support – English & Spanish
reside the sourcing contracts

Scope of Work •Creation of ‘Euro tool’ that allows end users

to create, gain access to various sourcing
• Application Maintenance (AM) services for eProcurement modules such as Ariba Buyer, Contract
application ( Ariba) Management etc.
• Providing training to new users of Ariba
• New user creation and Password resets
• Remedy Ticket creation SLA Expected Current
• Escalation of unresolved issues to L2 Support metrics
• Issue tracking and monitoring
Monthly Service Index 3.8 4.2
• General query answering eg: Purchase, Material and
Catalog Requests Answer Rate 95 % 100%
• Resolving Purchase Order/Requisitioning issues, issues
and problems related to supplier catalog uploading,
Email Turnaround time 98% > 98%
supplier payments, contracts etc Helpdesk Resolution 80 % 80 %

Copyright (C) Satyam BPO Limited. All rights reserved. 14

 Digital Media and Entertainment

Copyright (C) Satyam BPO Limited. All rights reserved. 15

 ENTERTAINMENT INDUSTRY CREATIVE SOLUTIONS FOR BUSINESS
3D Animation Visualization Pack Design
VFX-CGI

― Digital Effects ― Modeling ― 3D Walkthroughs ― Pack Management

― Film titles ― Texturing ― 3D Simulations ― Pack Design
― Digital Compositing ― Rigging ― Interior Design & ― Proof-reading
― Set extension ― Animation Architecture ― Translation
― Matte painting ― Lighting ― Medical visuals ― Editorial services
― Rig/Wire Removal ― Rendering ― Manufacturing ― Page Design
― Color grading ― Compositing ―Engineering ― Page layouts
― Photorealism ― Illustrations
― Indexing

Digital Restoration Gaming Services Interactive Media and Web Collateral Design

― Dust Removal ― Low/High Poly ― Motion Graphics ― Print Collaterals

― Image Stabilization ― modeling ―CD/DVD presentations ―Catalogues
― Scratch Removal ― Texture mapping ― Website design ― Newsletters
― Flickering Correction ― Cinematics ― Multimedia Presentations ― Brochures
― Density-Correction ― Cut scene ―Banners
― Frame Interpolation ― GUI design ―Flyers
― Color Conversion ― Animation

Copyright (C) Satyam BPO Limited. All rights reserved. 16

 CREDITS (PROJECTS)
• First Fear - Hollywood Movie - WIP
• Manatu – VFX for an European Television Series
― Compositing
• Pilot Projects Executed –
― Set extension
Ascent Media – Digital Restoration
― Matte painting
― Rig/Wire Removal Cinesite – Digital Restoration
― Crowd Multiplication
― Film titles REGIONAL (INDIAN) FILMS
― Props and Graphics • Dasavatharam – Regional Language Movie (WIP)
(Roughly 30 minutes of VFX work)
― Rotoscopy • Shivaji (Biggest Blockbuster of 2007)
• Stalin
• Sainikudu (Award winning Special Effects – 2007)
• Pokkiri
• Belly Full of Dreams (IFFLA Award winning short film)

Copyright (C) Satyam BPO Limited. All rights reserved. 17

 CREDITS (PROJECTS)
• Marvi Hammer – Television Series - WIP
(52-episodes for International release)

• First Fear - Hollywood Movie - WIP

• Manatu – 3D Motion Graphics for an European
― Character Modeling Television Series
― Sets & Props Modeling • Jelly Baby – Music Video
― Texturing • BB Boys - Music Video
― Rigging • Belly Full of Dreams – Character Animation
― Animation • SS Music – Title Animation
― Lighting • Pilot Projects Executed –
― Rendering Sea Wars – Pre-production, Production and
― Compositing Post-Production
Greenshoots – Storyboard to Post-Production
Jungle Book – 3D Animation
Game Art Pilot for 3D Brigade
(Low Poly Modeling,Texturing (with Normal Maps)

Low Poly Modeling, Texturing for Navteq (GIS Systems)

Copyright (C) Satyam BPO Limited. All rights reserved. 18

 Customer
BUSINESS
AREAS

PRODUCTION MARKETING & COMMUNICATIONS

Packaging For PRINT For e-Media For AV presentation

PRODUCTS

 Leaflets  Brochures, Newsletters  CD/DVD presentations  A/V Corporate films

 Packages  Flyers  Web content design  Title animation
 Cartons  Standees  E-Mail templates  3D/Flash graphics
 Tubes  Banners  e-Zines  Presentations
 Tetrapaks  Danglers  Product visualization
 Leave-behinds (handouts)  Training modules

Storyboarding Compositing
CREATIVE SERVICES

 Pack Design Change Graphic design

Motion graphics Visual Effects
 Proof-reading
 New Design Flash Interactive
Graphic Illustration Page layouts
 Modifications
Page design
 Translation 3D Visualization
Flash scripting

Copyright (C) Satyam BPO Limited. All rights reserved. 19

 Visualization CREDITS (PROJECTS)
― Product Catalogue • Leading Business Aircraft Manufacturer –
Visualization of Interiors
― 3D Simulated Walkthroughs Photorealistic Output
― Architectural Visualization • One of the World’s largest Pharma Giant –
and Walk through Artwork and Pack Management
Sales Collaterals
― Photorealism
• Large Telecom Equipment Manufacturer –
― Medical Visualization Creative Auditing of Partner Booths (Websites)
― Virtual Manufacturing Product Visualization
Video Editing and Graphics

• World’s Top 3 FMCG Major –

Artwork & Pack Mgmt Artwork Proof Reading (Multilingual as well)
• US-Based Directory Listing Service Provider -
― Pack Change Management Web site Design
― Artwork Design and Template Design
Modifications Logo and Graphics
• Leading Earth Moving Equipment Manufacturers
― Page Design
–
― Proof Reading Virtual Manufacturing Support
― Editorial Services 3D Shop Floor Design and Analysis
• GIS Service Provider –
― Multi-lingual Proof Reading
3D Architectural Models
(Arabic, Polish, Spanish)

Copyright (C) Satyam BPO Limited. All rights reserved. 20

 Pack Change Analyst

Final Output
Print File
Artwork Operator

Proof Reader
Error
Error Free

100% Error free Artwork

• Typical Artwork services include: • Software used:

– QuarkXPress Passport Version
– Modifications
– Adobe Illustrator
– Deletions – Adobe InDesign
– Substitutions – Adobe Photoshop
– Creation
• Hardware used:
• Examples of Changes include: – Mac G5’s, PCs
– Dosage Change
– Bar Code Change
– Addition of security features

Copyright (C) Satyam BPO Limited. All rights reserved. 21

 Customer’s Pain Points Key Highlights
Client faces an ever-increasing compliance problem, through: • The only International RSC – the other 3 are internal
• Increasing numbers of pack changes to Client
• Established a Validated Environment for operations
• Poor quality of artwork briefs resulting from multiple processes,
• Adopted Client’s Change Management process
the volume of information from a wide range of sources etc
• Compliant to Client’s QMS
Client’s Global Pack Management (GPM) system:
• Successful Knowledge Transfer and Transition over 2
phases
System will support new Global Standard Operating Procedures
for the initiation and management of artwork, specifications
• Quality of resources hired – training and operational
and drawings for primary, secondary and tertiary packaging
experience prior to Go-live
sites and markets within Pharmaceuticals and Vaccines • Multi Lingual Support from the offshore facility -
business French, Spanish and Arabic
• Project Plan adherence across transition, operational
set up and go-live
Artwork and Package Design
• Nipuna is working with the client for their Pack
Management Process
Repro &
• Pack Management is the process that specifies and Specs Brief Artwork
Proof
Print

designs client’s packaging components, from

Specifications to Brief, to Artwork, then Reprographics • 71 FTEs Nipuna Offshore Activity
and Proof, through to Printing • 26 Sites and 80 markets
across the globe
• Except Printing, Nipuna is undertaking all other
• 5000 SCI’s per Annum
activities at its offshore location in Hyderabad

Copyright (C) Satyam BPO Limited. All rights reserved. 22

 Total EDC
Employees 23
Number of Jobs
received till date 450
Eurobrand 353
Local Brands/
Adhoc Requests 60
Average number
of Drafts per
signoffs 4 (approx)
EDC Delivery
Schedule 100%
Satisfaction Rate 100%
EDC Output 160- 190 Artwork a
capacity month.
Estimated Big 5
Peak Demand 175

Copyright (C) Satyam BPO Limited. All rights reserved. 23

 Web Solutions
CREDITS (PROJECTS)
― Website Design and Development
• US-Based Directory Listing Service
― Audio-Visuals for Website Provider Web site Design
― Search Engine Optimization Template Design
― e-commerce Stores Management Logo and Graphics
― Website Content Services • One of the World’s largest Pharma Giant –
― Web Based Tutorials / Training Portals e-Learning Presentations
Marketing Collateral Design
― Website Management Powerpoint Presentation Design
― Motion Graphics
• Large Automobile Manufacturer –
Repurposing videos for the Web

Marketing Collaterals

― Sales presentation (Flash, PPT) design

― Graphic design for brochures, dockets,
flyers
― CD/DVD presentations

Copyright (C) Satyam BPO Limited. All rights reserved. 24

 Resources Skill-Sets Software
Workstations Configuration Photoshop
Corel painter
HP Workstation xw 8200/6200/4400, Intel Xeon
3.8GHz Dual Processor, 4GB Ram, 500GB Sata Hard Disk, Deep Paint 3d
1.44 Floppy Drive, DVD Writer, Giga bit NIC Card, NVIDIA Image Editing Illustrator
Quadro Fx 3400 Graphics Card.
Maya
Apple Macintosh,G5 Macs.
3DS Max

Storage Avid Mojo

3D Zbrush
o HP NAS Storage Solution - Current capacity 8TB +
8TB, can be scaled up to 40TB + 7 TB of additional Rendering RenderMan
storage Render Management Muster
o XServe RAID – 4 TB Digital Fusion
Shake
Render Farm Combustion
34 unit blade server render farm with dual 3.2GHz Compositing After Effects
processors in each (IBM).
Boujou
Matchmover
Smoke Mokey
Tracking
Autodesk® Smoke® 2007 software is the all-in-one Mofex
system for online editing and finishing providing real- 2D Flash
time, mixed-resolution interactivity for all types of
Smoke
creative editorial work and client-supervised sessions.
Premiere
Editing Final Cut Pro

Copyright (C) Satyam BPO Limited. All rights reserved. 25

 Engineering BPO Services

Copyright (C) Satyam BPO Limited. All rights reserved. 26

  Claims Processing
Manufacturing  Systems engineering
 Claims Documentation
Process  Product Design
 Warranty Analysis
Services  Concept generation, Package Study
 Provision of Feedback
 Embedded Design (HW/SW)
 Goal : Continuous Quality
 DFSS - FMEA, FBD, Tolerance
Improvement (Product /
analysis
Process) Warranty Engineering  Equipment Design
Management Design
 PFMEA
 Control Plants
 PPAP Reviews (APQP)  Thermal / Structural analysis
 Others Quality Design  Validation & verification
 Cost Analysis Support Validation  Prototyping & testing
 Customer Internal Quality  Modelling & Simulations
Certification Support  Safety & Reliability Analysis
 BOM Accuracy / Routing  Reliability testing
Accuracy
Production &
Engineering
Design
Support Support
 ECM (Process) / Documentation Manufacturing
 Time Standards / Line Loading, Line Support  CAD
Balancing  Legacy/Mylar Conversion
 Visual Job aids & Virtual builds  ECO / ECR
 Process sheets  Technical Publications
 Strategic low cost sourcing 
 Part location rationalization 3D Modelling & Detailing
 Tool Path Generation 
 Virtual Manufacturing Digital Mock up
 CMM / Robot Programming 
 Throughput Simulation Harness & Fluid lines routing
 Work Holding fixtures / Tool
 Plan / Floor Simulation
Design
 Macro Ergonomics
 Should Costing Design
 Industrial Animation
 WPM Engineering
 Weld documentation
 Shop move project documentation
Services

Copyright (C) Satyam BPO Limited. All rights reserved. 27

 Production Quality Engineering Industrial Engineering Analysis
Engineering Engineering

• Virtual Build & Virtual • PFMEA Management - • Standard Time • Cost Analysis – Identify
Manufacturing - Mitigate Risks Calculation – Helps and eliminate cost
Flawless Design to • PPAP – Evaluate understand and overruns in NPI
Launch. supplier/supplied enhance utilization • Parts Standardization –
• Visual Job Aids - Define products quality • Standardized Work Standardized parts
communicate and • Control Plan Charts - Define based on design and
implement best Management – Build communicate and functionality. Reduce
practices right at the robust systems & implement best spend by increasing
workstation processes practices right at the part re-use
• Routing/BOM Accuracy • QIS data Analysis – workstation • Concurrent Engineering
– Helps level, people Understand defect • Line Balancing & Support – Integrating
Equipment & supply patterns loading - Help planners stakeholders through
utilization • Warranty Analysis – resource load their line product design to
Understand product & optimally launch
parts failure • Parts Failure Analysis –
• APQP – Ensure a Analysis of Warranty
flawless and effective data on parts causing
new product launch failure as input to
design team

Copyright (C) Satyam BPO Limited. All rights reserved. 28

 Customer & Dealer Claims Financial Supplier & Parts
Operations Management Management Management
• Repair Vendor • Entitlement • Labour & spare • Measure,
Pricing validation & compensation Monitor and
• Warranty management – calculation & Benchmark
product sales customer & settlement repair vendors
quotations product • Track accruals in • Swap & repair
• Activation, • Claims handling – financial acct. part handling
transfer and imaging and system • Vendor audits &
renewal of workflow • Adjust warranty Vendor training
warranty • Claims reserve balance • Technical parts
customers adjudication • Cost recovery analysis
• Customer from component • Statistical
communication suppliers Analysis
relating to claims

Dealer & Customer Claims Processing Imaging & Workflow Reporting & Analytics
Call Centre Applications Applications Applications

Copyright (C) Satyam BPO Limited. All rights reserved. 29

 Support Areas Global Manufacturer Challenges Our Value Proposition
Production • Managing - Rapidly changing demand • Quick and accurate translation of Engineering
• Delivering - Faster Design to Market Changes to Manufacturing instructions
Engineering • Coordinating & training – Large scale plant resources • Improved Work-order accuracy
• Enhancing - Quality product delivery with less • Enhanced Manufacturing Schedule and
support cost Production Plan performance

Industrial • Managing - Rapidly changing demand • Accurate work standard for assembly operations
• Delivering - Faster Design to Market • Solutions to achieve line balance and optimal
Engineering • Enhancing - Quality product delivery with less Loading
support cost • Solutions to discover and realize “optimal”
Capacity

Quality • Collaborating – With a Diverse Global supplier base • Improved quality of production and quality
• Enhancing - Quality product delivery with less documentation
Engineering support cost • Analytics and intelligence inputs to product
• Enabling – Integrity of systems, through accurate development/Supply planning and after sales
documentation and data management support teams
• Accelerating – Continuous improvement and product • Quality input to continuous improvement
transformation processes

Engineering • Effective cost management in New Product • Identify Overruns in a New Product Introduction
Introduction Programs programs
Analysis • Standardization of parts and components usage • Evaluate effect of Design changes on Dollar spend
based on design and functionality • Consolidated input to purchasing for effective
• Enhancing Collaboration across the value chain from supplier negotiations
design to launch • Achieve Standardization of parts
• Enhancing Quality product delivery with less support • Build collaboration between Engineering,
cost Manufacturing, Planning and Purchasing

Copyright (C) Satyam BPO Limited. All rights reserved. 30

 Value of
Through put
Volumes Processed
Activity Client Industry Key SLA SLA's Achieved till date (in USD)

PPAP Reviews Manufacturing Accuracy >98% 100% 1350 PPAPs NA

Engineering Change
Management Manufacturing Accuracy = 100% 100% 69108 ECR NA
~ 102,000 unique
Time Standards Manufacturing Accuracy >98% 100% operations NA
Visual Aids Manufacturing Accuracy >98% 100% 56170 Aids NA
Torque Audit Manufacturing Accuracy = 100% 100% 20769 operations NA
Cost Analysis Manufacturing Accuracy = 100% 100% 9 Models NA
T S Control plans
& FMEA Manufacturing Accuracy >98% 100% 68488 Operations NA
WES Manufacturing Accuracy >98% 100% 1100 operations NA
Shop Move Manufacturing Accuracy >98% 100% 15 Shop Moves NA

Warranty Claims Manufacturing Accuracy =/> 9.71 Accuracy: 9.83 838,234 Claims $ 581,163,500

Copyright (C) Satyam BPO Limited. All rights reserved. 31

Business Problem
• Reduced NPI timelines
• Design to Launch with minimal assembly/build issues
• Emphasis on First Time Right (FTR)

Solution
With increased affinity towards using simplified geometry models in
analysis & with advancements in PLM packages, all that’s needed is to
shift the worry curve to design phase and design-in quality to smoothen
design-launch transition.
Build factory in 3D environment, reflecting distinctive elements
existing on the shop floor for the purpose of evaluation of our
production processes, basic ergonomics and throughput prior to
production.

Business Benefits
• Reduced development time with least spending (about 25% percent
reduction in design-to-launch time possible)
• Reductions in assembly/build issues and ECN time (near zero)
• Save cost to reduce price (competitive advantage)
• Perfect liaison between Engineering and Manufacturing

Tools :
UniGraphics or ProE or any 3D modeling package
Auto CAD with Factory CAD add-on
Teamcenter Vis Mock-up (Animation & Jack)

Copyright (C) Satyam BPO Limited. All rights reserved. 32

Business Problem
• To get more clarity during production planning (sequence and routing)
of New Product
• To reduce gap between design and Manufacturing minimizing
pandemonium during new product introduction

Solution
Create new hierarchy of the Model as per assembly sequence and
work orders using Team Center Visualization Mock up.

 Validate the assembly sequence and work orders.

 Audit the Manufacturing Bill of Material .

Train the assemblers on assembly of new product through the Virtually

built model.

Business Benefits
• Improved Visibility in production planning
•Identification of changes required in process or design before actual manufacturing.
• Improved learning curve on assembly of new product
•Virtually built model provides better understanding and visibility
•Overall reduction in time to market for NPI through flawless assembly – First Time Right

Tools :

Team Center –Visualization Mockup.

Legacy Systems

Copyright (C) Satyam BPO Limited. All rights reserved. 33

Business Problem
• Cycle time reduction in change implementation process to enable
faster time-to-market
• Eliminate cost overruns arising due to rejections, non-optimal
resource usage and repetitive tasks.
• Get the product first time correct – Improved product quality –
improved communication on shop floor.

Solution
• Creating the visual aids for assembly operations
• Establishing the visual communication on the shop floor.
• Integrating the communication with visual aids and assembly
instruction

Business Benefits
•Integrated Change management process – accurate assembly
process, error reduction, cost reduction
•Reduction in the time spent on reading and understanding of the
assembly instruction – Improved productivity
•Improved flexibility in manufacturing floor as visual aids reduce
training time on the manufacturing floor

Tools :
• Vis Mock up
• Drawings

Copyright (C) Satyam BPO Limited. All rights reserved. 34

Business Problem
To optimize Operational Efficiency & Operating Cost
• Not meeting the Market Demand
• Optimum resource deployment
• Price war & cost pressure

Solution
 Map the mfg value stream to understand inefficiencies
 Establish logical relations based on the Standard time across zones.
 Highlight bottlenecks and non value added activities and provide
solutions for smoothening.
 Balance Manpower utilization across zones per TAKT & std times.
 Section wise planning sheet to aid Planners evaluate Line efficiency.

Business Benefits
• Increased productivity by 20% in a product line
• Reduced manpower by10%

Tools :
 Manpower Planning sheet – Excel based
 Standard Time – Setting Time standard on web based tool.

Copyright (C) Satyam BPO Limited. All rights reserved. 35

Business Problem
• Huge backlog of claims to be processed
• Reduced focus on dealer training & physical audits
• High warranty cost evolving from Factory related defects
• High warranty cost evolving from suppliers material defects

Solution
• Dedicated offshore center for claims processing with
 Focus on reducing claims TAT
 Focus on reducing claim returns
 Focus on reducing contested & supplemental claims
• Analysis on Paid claims as input to Design / Manufacturing /
Purchase
• Analysis on Unpaid claims as input to client core team for dealer
training

Business Benefits

• Reduction in Turn around time,

• Well-documented processes, operating manuals & business rules
• Redeployment of client team for dealer training & carry out physical
audits at dealerships.
• Factory defect analysis
• Supplier defect analysis

Tools :
 Detailed Claims related data base
 Physical claims on the web based tool
 Product history data base
 Failure summery data base
 Parts Catalogue
Copyright (C) Satyam BPO Limited. All rights reserved. 36
Business Problem
• Increasing number of design changes incorporated into
manufacturing with stiff target on time lines and quality

Solution

• Validate BOM consumption with Engineering data.

• Update Assembly Instructions & MBOM as per prioritized
Engineering Change instructions.
• Validate routing accuracy.
• Provide support in Rationalizing Part locations.

Business Benefits

• Zero mismatch between Engineering and Manufacturing data

• Clear Work Orders with Improved Quality
• Reduced waste in the production line with improved routing
accuracy & rationalized part locations

Tools :

Computer Aided Process Planning

Material Control System
Engineering Data System
Assembly Drawings
Team center

Copyright (C) Satyam BPO Limited. All rights reserved. 37

Business Problem

• Need for Accurate standard times

• In accurate work orders leading to poor planning

Solution
 Establishing the standard time using PDTMS principle and
providing accurate times for work orders.

 Re sequencing of the work orders if found incorrect.

 Line balancing after analyzing the bottlenecks.

 Providing the correct work instruction results in better clarity to

the operator.

Business Benefits
• Accurate standard times established (20-25% differences
identified)
• Better clarity of work orders leading to improved efficiency on
the manufacturing floor.
• Aid to Identify Non Value Added (NVA) Activities on the floor.

Tools :
 PDTMS tools (Pre determined time & Motion Study).
 Legacy System

Copyright (C) Satyam BPO Limited. All rights reserved. 38

 Source to Pay

Copyright (C) Satyam BPO Limited. All rights reserved. 39

 eProcurement

Services Procurement

Purchasing Catalog Management

Contracts Managed Content

Search Requisition
Create workflow Create and
catalogs for Supplier Enablement
requisition and dispatch Receive
goods and
Supplier approval Purchase goods or
services
Contracts Administer and Order services
manage contract
Contract Approve and sign
Conversion contract Receive invoice
eProcurement / from supplier
Negotiate contract eSourcing Integration
Implementations Services
Create initial contract Match PO, invoice
and receipt Invoicing &
Invoice workflow
Supplier Enablement
and approval Payment
Evaluate responses, Version Upgrades
select supplier Maintenance eSupplier
& Migration Payment
& Rollouts Connection
eAuctions/Tenders scheduling

Receive supplier responses Settlement eSettlements

Request quotes
Sourcing from suppliers
Determine
criteria and
Demand
aggregation
Payment
Management
Identify confirm and Market
Strategic Sourcing suppliers funding mapping
Category Expertise
Consulting and Insight
Event Support
Procurement Strategy
Leveraged Procurement Supplier Performance

Spend Analysis
Copyright (C) Satyam BPO Limited. All rights reserved. 40
 End Customers
Annual Volumes • Two Automotive OEMs
• Five Automotive OEM first tier suppliers
• $2.4 billion in spend per annum • Fortune 10 Global Energy Company
• 1.5 million RFQ line items p.a. • One of the World’s Top 10 Automotive
Suppliers
• 5,22,000 invoices processed p.a. • World’s Largest Integrated Steel Producer
• 36,400 inbound/ outbound calls p.a.
• 39,000 e-mail interactions p.a.
SLAs and Metrics
Procurement
• Turnaround time (TAT) from req to close a RFQ: 4
hours - 2 days
UNSPSC Categories • Open RFQ ageing: not over 15 days
• Number of RFQ line items completed: 60 per day
Category 1- Office, Travel & Transportation, DCT per purchasing analyst
• Power/ Gas/ Telephone
• Freight Category 2 – Industrial Manufacturing Payables
• Travel and Expense reports • Capital Items • Priority invoices processing: 1 day
• Office Supplies • Fluid Power
• IT Hardware • Fasteners • Other invoices processing: 2-3 days
• IT Software • OEM spares • Accuracy: 99% – 99.5%
Category 3 – Direct Materials • Chemicals
• Die Supplies
Helpdesk
• Alloys
• Scrap Purchases • Lab Supplies • Average Speed to Answer: 30 secs
• Instrumentation • First call resolution rate: 60%
• Tools – Hand, Cutting & Power
• Average vendor enquiry resolution: 4 hours -2 days

Copyright (C) Satyam BPO Limited. All rights reserved. 41

 Business Process
Process Addressed Solution
Solution
Solution Implemented
Implemented Business
Issues Addressed Implemented Benefits
• $250M+ in annual • Target $250M in spend • Category and • Gain full visibility into
contingent labor and for US and Europe Settlement contingent labor spend
subcontracted services Management Services
spend in the US and • Address other global • Reduction in rates
Europe areas in following • On-Demand through supplier
phases Enterprise rationalization and
• Lacking visibility into
global contingent labor Procurement strategic sourcing
spend Platform® for
Contingent Labor • Realization of early
• Centralized payment discounts
procurement with using ERS
resource constraints
• Oracle business Suite
for Procure-to-Pay
 Category and Settlement Management Services
 Service Coordinators to facilitate candidate lifecycle management

 Supplier sourcing, contracting and management

 Consolidated invoicing processing and management

 On-Demand Enterprise Procurement Platform® for Contingent Labor

 Self-service online requisitioning and approval

 Timesheet and Expenses

 Automated invoicing with Evaluated Receipt Settlement

 Integration with Oracle e-Procurement and Financials

Copyright (C) Satyam BPO Limited. All rights reserved. 42

Data Collection Data Transformation Actionable Intelligence

The Spend Cube

GL
AP Data Service Provider
Data • Spend Portfolio
Category • Spend Compliance

Commodity
• Transactions
Procurement • Vendors • Supply Base
Systems • Cost centers
Data • Material Groups Division • Supplier
• GL Codes Performance
PR/PO
• Price Benchmark
Spend Type
Data Cleansing Analytics &
& Mapping Reporting &

Customer Benefits Delivered

− Enhanced Spend Visibility − Industries Covered - Steel,
− Guaranteed savings and spend Manufacturing, Publishing, IT
optimization opportunities − Categories Covered - Office
− Enforce Spend Compliance supplies, contingent labor,
− Access better pricing and avoid industrial chemicals
overcharges − Total spend assessed - $ 8 B
− Supplier rationalization − Guaranteed savings -10-15%

Copyright (C) Satyam BPO Limited. All rights reserved. 43

 Accounts Payable

Copyright (C) Satyam BPO Limited. All rights reserved. 44

 AS/400

 Collect Invoices from PO

Box
 Sort and Prioritize Mailroom  Categorization
 Scanning of Invoice  Immediate / Due
Date
Invoice  3 way Invoice
 Audit Verification Compliance Indexing & Matching
 Special Instruction
Categorization
Compliance
 SOX 404 Compliance Accounts Payable
 Exception Management
 Validation of Controls CENTER OF
 Identify Discounts / better
EXCELLENCE
payment terms
 Reconcile Payment Batch with Treasury Invoice
 Appropriation of Cost
Bank Reports Funding Centers
Analytics
 Advice to Client Treasury for Process
Bank Totals  Batch Administration
 Reconciliation of Printed
Payment  Reconciliation
checks  Batch Authorization
 Dispatch to Vendors
Process
 Date Crystallization
 Upload of Payment batches

Copyright (C) Satyam BPO Limited. All rights reserved. 45

 46

Copyright (C) Satyam BPO Limited. All rights reserved. 46

 • Integrate technology
capabilities to eliminate
work
• STP (Straight through
processing)
Transformation • Value added reporting /
analytics Eliminate
• Business assurance Work

• Process back-boning
Do it
• Benchmarking differently
• Technology augmentation

• Role reengineering
Efficiency
Do it • Shop floor automation
better • Process & org restructuring
• Inter & Intra industry best
practices
Cost Saving

• Global delivery model

Do it • Adaptive operating model
cheaper

Processes Functions Products Business

Copyright (C) Satyam BPO Limited. All rights reserved. 47

 • Accounts Payable BPO Capability
– Mailroom & document handling
– Invoice Indexing and categorization • Global Steel Major
– Invoice Analytics • Managed AP portfolio for largest US plant
– Treasury Coordination involving 79537 vendors and 400 K invoices
p.a. and 10 K T&E vouchers worth $ 100 K
– Payment Processing p.a. 20% ERS 80% manual.
– Compliance • 3 FTE onsite, 14 offshore
• Managed US mailroom
• Volumes Delivered & Measures Achieved • Cheques and wire transfers
– 13 AP Processing Engagements • Achieved 50% reduction of cycle time and
consistent 99.5% accuracy
– $ 9.6 B payments processed
• Global Publishing Major
– 2.4 M invoices processed • 9 Asian countries, Australia and New Zealand
– $ 213.9 M disbursements processed • Payments in 13 currencies
– Over $ 100 M savings realized • Supplier support in Spanish and Japanese
• 520,000 invoices p.a.
– 11,603 supplier accounts handled • Cheques and wire transfers
– Accuracy – 99.5%
– TAT – 100%
– AP BPO Volumes

Copyright (C) Satyam BPO Limited. All rights reserved. 48

 Healthcare Insurance & Pharmacueticals

Copyright (C) Satyam BPO Limited. All rights reserved. 49

 THE CLIENT KEY BENEFITS

• A leading Mutual Life insurance company based • 30% increase in productivity achieved in 12 months through process
in US with over $7.5Bn in sales improvements.
• Products Offered – Life, Disability , Variable
• Optimal utilization of resources through matured work flow
Annuities, Retirement Services and Investment
management tools and training modules.
Products such as Mutual Funds and Securities.
• Ensuring high service levels through out the 13 hours window of
operations.
BUSINESS OBJECTIVES • Faster ramp ups to cater to 25% spike in volumes
• Cross training of resources to handle multiple plans.
• Enhance the end customer experience
• Leverage cost arbitrage – reduce the cost
per claim
• Comply with regulatory guidelines such as
HIPAA
• Web enable systems for real time
productivity

SERVICES OFFERED

• Dental and Medical claims data entry

• Dental and Medical claims adjudication
• Verification of benefits 22Mn transactions and 2 Mn calls over 3
• Policy administration years of relationship
*peak strength

Copyright (C) Satyam BPO Limited. All rights reserved. 50

 THE CLIENT BUSINESS OBJECTIVES

• A Fortune 500 Life Insurer with over $26Bn in • Reduce cycle time of Census, renewal and policy rating
sales services
• Products Offered – Annuities, mutual funds, • Augment staff for seasonal volume fluctuation
college savings plans, life insurance, group and • Accurate pre-underwriting check
employee benefits, automobile and • Improve and sustain improved productivity
homeowners' insurance, and business
insurance.

SERVICES OFFERED KEY BENEFITS

• Census renewal • Process standard sustained over 5.sigma levels

• New Business rating • Proprietary training modules on hand writing recognition developed –
• Renewal rating Recognized as best practice by client
• Medical pre-underwriting support
• Process automation initiatives – Decreased error rate
• Custom training modules developed and improvised

Transaction Renewal Census New Business Rating Renewal Medical

Rating Underwriting

Volumes >31,000 >29,000 >19,000 >130,000

Copyright (C) Satyam BPO Limited. All rights reserved. 51

 Key Benefits – Health Claims
• 30% increase in productivity achieved in 12
months through process improvements.
• Optimal utilization of resources through
matured work flow management tools and
training modules.
• Ensuring high service levels throughout the
13 hours window of operations.
• Faster ramp ups to cater to 25% spike in
volumes
• Cross training of resources to handle multiple
plans.

Key Benefits – Life Policies

• Process standard sustained over 5.sigma
levels
• Proprietary training modules on hand writing
recognition developed – Recognized as best
practice by client
• Process automation initiatives – Decreased
error rate
• Custom training modules developed and
improvised

Copyright (C) Satyam BPO Limited. All rights reserved. 52

 Highlights
Productivity
• SOW Signed in March 2006
• No of FTEs – 3 • Delivered 140 narratives from June
• Profile of People – Doctors, Masters in Science 2006 till Date
• Relevant Experience – 3 to 5 Yrs
• Completed 10 narratives Q’Cing as part
of training as additional responsibilities

Client Testimonials:
Great job on the narratives! I am very impressed with the quality you put into the narratives
WOW!!! You all turned the narrative packet so quickly, you did a great job on this packet
– Amber Albert, Safety Narrative Lead, Client end

Copyright (C) Satyam BPO Limited. All rights reserved. 53

 Customer
BPO Provider Suppliers

Internet Portal Interface

Access Control & Eligibility Management

Client External
Applications Application
& Oracle Remote TMS AERS Siebel Service
Databases Interface Interface Provider
Clinical Data Capture Clinical
& &
Connectors Business Applications Connectors

Process Business Workflow Document Currency Messaging

Models Rules Engine Management Services Services
Business Process Management
Clinical Development
• Study Setup & Design SLA Reporting & Logging & Notification Metering & Clinical Services
• Clinical Data Capture Engine Intelligence Auditing Services Billing • Adverse Event Tracking
• Clinical Trial Data Capture Service Delivery Management • Product Information
• Medical Terminology • Internet Self Service
Management SLA Transaction Spend Document Meter Raw • Order Management
Performance Data Data Repository Data Data
• Adverse Event Tracking &
Reporting Data Management
• Clinical Data Validation
Fault Application Network Database Server
• Clinical & non-Clinical Data Management Management Management Management Management
Integration
Infrastructure Management
• Clinical Analysis &
Reporting
Copyright (C) Satyam BPO Limited. All rights reserved. 54
 Knowledge Process Outsourcing

Copyright (C) Satyam BPO Limited. All rights reserved. 55

 Market Financial Business
Research Research Analytics

 Consumer Behavior  Spend Analytics  Data Cleansing and Modeling

 Risk Analysis
 Segmentation  Equity Research
 Credit Score carding
 Market Sizing  Fixed Income Research
 Collection and Recovery
 Product Launch  Business Plan analysis

 Market Entry  Proforma Analysis  Fraud analytics

Valuation models  Brand switching

 Competitive Intelligence 
 Consumer loyalty
 Tech Documentation  Portfolio analysis
 C-Sat studies
 General Ledger Accounting

Copyright (C) Satyam BPO Limited. All rights reserved. 56

 Customer
Customer
Feedback
Experiences
Loop
Benchmarks
Customer
Customer
Normative
Financials Perceptions &
Behavior
Data Attitudes

Integrated Database

Predictive Models Analytics Dashboards

Business Marketing Process

Strategy Programs Improvement

Copyright (C) Satyam BPO Limited. All rights reserved. 57

 Client: Fortune 50 Heavy Machinery Manufacturing Company
• Team Highlights
– In depth knowledge of SPSS.
– The no. of people in the team is getting increased
from 8-20 in the coming few months.

• Quantitative Projects
– Customer Value Surveys & Analysis
• To understand the satisfaction levels of the
customers/dealers and get their loyalty measures with
respect to the products and services offered by the
client
– Enterprise Brand Analysis
• Analyzing of ongoing brand attribute data for specific
brands, products, and regions to base branding decisions
and marketing initiatives for the client and its
competitors.
– Customized Market Research Studies
• To understand client’s market position vis-à-vis the
competitors in a Region thereby deciding which models
to launch in that region and at what price to gain market
share.

• Qualitative Projects
– In depth interviews & group discussions with the
concerned dealers to understand and cater to a
specified business problem.

Copyright (C) Satyam BPO Limited. All rights reserved. 58

 Client: Fortune 50 Heavy Machinery Manufacturing Company

Copyright (C) Satyam BPO Limited. All rights reserved. 59

Involves gathering of Medical information from various sources like Public, Private domains, FDA, Medical publications, Journals etc.
The resulting articles will be sorted, analyzed and summarised into an output level that is easily referred by the end users

Data Collection Data Management Reporting Dashboard

Drug
Information
Public
Domains Extraction based on
relevant keywords Adverse Drug
Database and information bites Reactions
Private
Domains

Full Text Analysis Summary Drug

FDA
Comparison
Sites

Medical Administration
Publications Routes

Journals
Dosage

Business Benefit:

•Quick to use with no pre requisite special search knowledge requirement

•Complete coverage of the drugs and drug related information
•Full text summaries for speedy accessing of up- to- date drug information

*Medline, Embase, Thomson Pharma, JAMA, BMJ

Copyright (C) Satyam BPO Limited. All rights reserved. 60

 Preliminary Assessment of New PPI + NSAID Combination
• Client Introduction:
– Client is one of the Fortune 500 US drug major having global operations.

• The Business Problem:

– The client’s project team had received a unconfirmed information regarding
a new drug combination which was shortly going to hit the market. Their
need was to establish the credentials of this information with the help of
the secondary research.

• Solution Approach:
– Information aggregation through online secondary research involving
various sources like Public, Private domains, FDA sites etc to prove the
claim.
Project Report Extract
• Business Benefit:
– Assessed the unconfirmed information, and the vendor’s preliminary
analysis with the support of secondary literature and provided conclusions
on the concept, its current status at both FDA & clinical trials and also the
deal between the client organization and the partner company. The
investigation found that the reports were indeed correct. The findings
suggested that:
• A PPI + NSAID combo could be approved by the FDA “very quickly”
• Comp B only entered into the deal to remove a patent issue

– This acted as an early warning for the client’s product development team.

Copyright (C) Satyam BPO Limited. All rights reserved. 61

 • Competitor deal flow, media presence,
• Regulatory environment, new policies, new
government contracts
Monitoring
• Technologies & Products

• Competitors & Prospects

• Key public decision makers and competitor personnel
Profiling • Industry or market sector, policy regimes

• Competitive Market Simulations

• Market share simulations
Scenario
• What if Analysis
Planning

• Product Development Portfolio inputs

• Marketing interventions planning
Strategy
• Lobbying and analyst relations
Support

Copyright (C) Satyam BPO Limited. All rights reserved. 62

 Projects Skills Tools
• POI capture • Process Mapping & Tool Designing Tools
• Database Updates • Preprocessing, Image Scrub, Input data • AutoCAD 2006 &
• Geo Coding preparation 2007
• Geo-repositioning • Geo-data analysis (Spatial/Non Spatial data • ArcView 8.3
• Address Points & Parcel comparisons, Reference data comparisons
Mapping etc..) Technologies
• Data extraction of • Geo repositioning of Imagery/Vector data • AutoLISP
Topographic features • Address Point Attribute Updating • AutoCAD VBA
• Cartographic Map Creation • Data Conversion, Extraction Attribution and • ObjectARX (.NET)
• Positional Accuracy Classification of Topographic features
• MS Access & SQL
Improvement • Cartography symbology
& data extraction
• Stitching/Edge-matching
• Processing (Conversion of Data into client
required format)

Copyright (C) Satyam BPO Limited. All rights reserved. 63

 HR Outsourcing Offering

Copyright (C) Satyam BPO Limited. All rights reserved. 64

 Service Area Platform Component Process Component
HR Information Systems • HR Portal for Staff to access HR related • Technical and Information Support Call
information based on entitlement e-mail centre for Portal
• Self Service HR - Workflow Systems for
Employee and Manager Self Service for
routine admin transactions
• Surveys

Benefits Admin • Benefits Portal providing benefits • Eligibility & Benefits Management
comparison and brokerage and Centre – Call/e-mail centre and
transaction services transaction management

Payroll • Time Office Systems for attendance • Payroll process admin and call/e-mail
timesheets and leaves centre
• Payroll ERP systems

Recruitment • Job Portal • Resume Management

• Candidate Database • Recruitment Transaction Management
• Recruitment Management Workflow • Vendor Management
• Vendor Management
• Employee On-boarding Workflow

Training • Learner Database • Training Event Management & learner

• LCMS Support
• Training Event Management • Learner Support

Workforce Management • Workforce Analytics Platform • Analysis and Reporting

• Survey Platform • Survey Management

Copyright (C) Satyam BPO Limited. All rights reserved. 65

 Rapid
application
Payroll HR •Facilities Mgmt
development
Travel and (A-3) •Surveys
And Reimbursements •Commercial
Expense (A-2) •Inventory
(A-1)
One common (A-4)
experience to
users Shared Services Information & Workflow Platform - eSupport

Self Service Applications Shared Service Centres

Enterprise users access Platform Transactions managed and supported by
for information, workflow and virtual response teams, reachable on call
transactions & e-mail

Copyright (C) Satyam BPO Limited. All rights reserved. 66

 Pressures to Improve Benefits Management Top 5 Strategies for efficient Benefits Management
Processes

Client’s Problems Addressed Work Processes Addressed Outsourced Delivery Roles

• Removes Health & Benefits admin • Define & Manage Healthcare, Benefits • Benefits Administrator
burden and contribution plans • Client Relationship Manager
• Lessens the risk • Benefits procurement • Benefits Procurement Officer
• Helps retention • Benefits Enrollment • Benefits Call Centre
• Hard dollar savings through plan • Workers compensation
• negotiations • Leave Programs
• Soft dollar savings through lower claims • Health & Safety Administration
expenses • Benefits admin (includes
• medical & retirement benefits)
• Benefits claims management and
reconciliation
• Cobra admin for expats

Copyright (C) Satyam BPO Limited. All rights reserved. Source : Aberdeen Group Benchmark Survey, Jan 2007 67
 Client’s Problems Addressed Work Processes Addressed Outsourced Delivery Roles
• Consolidation of global payroll • Time & labour administration • Attendance & Absence
• Improve payroll administration • Payroll advise preparation Administrator
processes • Gross & net pay advises • Payroll Clerk
• Reduce off-cycles • Payroll reports • Payroll Administrator
• Streamline compliance • Pay slips administration • Payroll Call Centre
• Payment administration
• T&E and reimbursements payout

• Metrics to Determine Outsourced Process Effectiveness

Base Process Efficiency
– Total cost of Cycle time in days to process payroll
– %age of employees receiving accurate pay
Effectiveness and ROI
– Number of employees serviced per payroll process FTE
– % of payments made through off-cycle payroll runs
– %age of payments handled in process exceptions
– # of payroll inquiries as %age of payroll disbursed

Copyright (C) Satyam BPO Limited. All rights reserved. 68

 Client’s Problems Addressed Work Processes Addressed Outsourced Delivery Roles
• Difficulty in finding quality talent • Requisition management • Recruitment customer support
• Lack of resources to proactively • Candidate assessment • Researcher
recruit candidates • Offer management • Recruiter
• The ability to attract and retain • Pre-placement verification • Verification Desk
talented recruiters • Business unit, recruiter and • Business Account Manager
• Skyrocketing cost of acquiring candidate support
talent • Institution and vendor relations
• On-boarding and Deployment

• Metrics to Determine Outsourced Process Effectiveness

Base Process Efficiency
– Cycle time in days from requisition to offer made
– % of joiners to offers made
– %age of hires joined on time
Effectiveness and ROI
– Number of hires per recruitment process FTE
– Recruitment costs per hire and as % of staff cost
– % of Managers to Recruiters in process

Copyright (C) Satyam BPO Limited. All rights reserved. 69

 Client’s Problems Addressed Work Processes Addressed Outsourced Delivery Roles
• Heavy HR Admin headcount • Employee admin query resolution • Employee & Manager engagement
• Backlog in HR Admin transactions • Employee Data & Status Changes specialists
• Inefficient employee query & • New Hire Data Processing • Employee Data Manager
grievance resolution • Transfer processing • HR Admin & Reporting Clerk
• Outdated employee data • Cost Centre Assignments • Exit Desk
• T&E Admin
• Exit Admin

• Metrics to Determine Outsourced Process Effectiveness

Base Process Efficiency
– Mean time to resolution to employee queries
– Cycle time in days and hours for transfer processing, exit and new hire processing
– %age of T&E, Transfers and Exits concluded on time
– Accuracy of data changes and transactions
Effectiveness and ROI
– Total costs of process as %age of staff costs
– %age of queries to number of staff

Copyright (C) Satyam BPO Limited. All rights reserved. 70

 Recruitment Organization Development

• Organization health surveys

Learning
• Sourcing/Screening/Scheduling
• Fitment/ Offer Release
• Enrolment
• Background verification
• Vendor Management
• Recruitment metrics analysis
• Expense tracking

Shared
Performance Management Service Compensation & Benefits
• Administration of appraisals
Applications
• Administration of Performance
• Benefit Plan design and
Improvement Plans
Analysis of survey results
• Administration of mentoring
• Periodic compensation revision
programs
administration
• Associate communication
Immigration • Statutory compliances

• Filing of visa applications • Associate communication

• Orientation • Payroll Processing
40,000 associates across 60 countries
• Facilitating travel
24x7 coverage
• Travel Expense
360 member team with 120 in App
development Over 8Mn transactions processed

Copyright (C) Satyam BPO Limited. All rights reserved. 71

 THE CLIENT
The client is a fully integrated telecommunications and information services company. The company provides a
wide range of services and competes in all telecommunications markets throughout Australia, providing more than
10.3 million Australian fixed line and more than 6.5 million mobile services.

BACKGROUND
HR/PAY the SAP based fully integrated, state of the art SAP Human Resource and Payroll system of Satyam’s Client.
In scale, it is among the largest implementation of SAP HR and Payroll modules anywhere in the world managing
over 40,000 full-time employees and a large number of contract or award based resources.

Current Engagement : KEY PERFORMANCE INDICATORS

(Doing it right the first time, Every time! )
• This Engagement / Partnership is 4 Years Old
• 0% Failure on pay-runs since Satyam took over the
• Platform for Implementation – SAP application.
• Received accolades on the 2 End of year activities, Bonuses
• Achieved SLA throughout the Engagement
and over 52 End of months executed without a glitch
• Supports 40,000 Full Time Employees • 2 effective Support Packs, Conflict Resolution Transports
(CRT), Roll-overs and Flex-runs without impact to business
• The Current Back office support is 20 Employees or employees

Significant cost saving for customer : Delivered over 35-40% year on year productivity improvements in spite of over
multifold increase in the scale of the system

Copyright (C) Satyam BPO Limited. All rights reserved. 72

 Questions?

Copyright (C) Satyam BPO Limited. All rights reserved. 73