Leveraging Technology in processing knowledge

Joydeep Mukherjee

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 The Evolution of the Indian Outsourcing Industry point towards
an inflection point for the KPO industry in the next two years

120
$110bn

100 Business
Process
Outsourcing Value ($ bn)

80
Applications

$60bn
60
What Next?
Era of
IT Infrastructure Managed
40 Services

20
$12bn

0
1990- 1995- 2000- 2001- 2002- 2003- 2004- 2005- 2006- 2007- 2008- 2009- 2010-
95 00 01 02 03 04 05 06 07 08 09 10 11*

IT Services BPO KPO

Source: Nasscom, Evalueserve

22
Both clients and KPO firms need to leverage technology

Limited availabilit y of Delivery of Information

differentiated skill -sets

High-end
computing Workflow
power Tools
Impact of errors
Interfacing needs and delays

Search Business
Engines Intelligence

Cost of Personnel Explosion of Information

33
The Two facets of Technology Involvement

• Knowledge processes like

• Identification and
Data analytics, Modeling,
Risk management etc. Monitoring

can work adjacent to the Managed Technology • Extraction and

Knowledge as an
existing IT applications Summarization
Services Enabler
• Leveraging technology, • Correlation and
application and data
Summarization
management will form
• Presentation and Alert
end-to-end services

44
Managed Knowledge Services – Leveraging on business process
and IT strengths

Presence of niche KPO players

Managed Knowledge Services

-Services like Research, Legal
Risk Management, Managed reporting, Process Outsourcing, FP&A
Knowledge
data analytics, modeling Services

Benefits:
Non-ERP / Niche
1. Understanding the Actor-Activity Applications
relationship is more important as the
relationship is far more complex and
involves a judgmental approach.

2. With a track record of applications and IT Infrastructure

systems implementations, organizations
can leverage the knowledge residing
within them.

55
Why has it lagged behind Managed Business Services ?

• Transaction Processing • Consulting &

• Tech Support Research
• Customer Services • Financial Planning &
• Finance & Accounting Analysis
BPO • Human Resource • Analytical Modeling
KPO • Process Re-
• Payroll
• Supply Chain engineering
Management

ERP Applications Non-ERP Applications

• The growth of BPO is related to the
growth of ERP implementations.
Therefore, BPO was a simpler play
• Actor-Activity relationship was not
complex. Firms with strong focus on the
ERP packages could jump into BPO
• KPO has been growing on the back of niche
players. These players have little or no IT strength
to leverage
• Large traditional IT players have just started
foraying into KP. Backed by IT strength,
traditional IT outsourcing vendors will have
greater visibility and knowledge of client’s IT
processes

66
How would the trinity of Customer, IT and KPO look like
• Analytics on Demand - SAAS
• Business Requirement
• System integration
• Dynamic Business scenario
• Automation
• Efficient & effective reporting
• Scalability
• Quick results
IT • Testing & Support
• Long term business benefits
• Maintenance

CUSTOMER

• Analysts on Demand
• Faster & Dynamic reporting
• Flexible to change & tune to customer requirement

KPO • Servicing Ad-hoc requests

• Write ups for easy interpretation
• Seeing Business benefits in 3 months
• Predictive, conclusive and deterministic models
• Reduced Detect-to-Correct cycle time
• Reduced time frames for delivery
• Analytics for tactical & strategic business solutions

77
This is how a sample Managed Services Offering would look like

• Target high- • Performance • Dedicated • Increased

• Increased
Business value customers measurement of research team retention of clients
customer share
Benefits • Better funds and • Staff • Better fund
of wallet
segmentation portfolios augmentation management

Product mix
Customer cross- Performance Equity research, Portfolio
analysis,
KPO Services sell analytics analysis of Fixed Income management,
Portfolio
portfolios Research Customer analytics
optimization

Customer transaction Derivatives, Communication data

Products data
Data details, Group bond and securities Transaction and position
information data details

Application 1 2 3 4 5

88
Technology enables clients to sieve through unstructured data

• 80% of the data is unstructured

• Filtering relevant information
from garbage is a huge challenge
• Present in a manner which can be
consumed by users
• User technology to orchestrate the
four tasks and attempt to
Identification and Monitoring automate these steps

Extraction and Summarization

Co-relation and Aggregation

Presentation and Alert

Knowledge 99
Technology as a Catalyst for clients

Visualization & • Next Generation Search and Text

Presentation Mining techniques are maturing fast
leveraging domain specific models
Business
Intelligence
• Convergence with Business
Intelligence Platforms (FAST,
Search and Text Mining Endeca) are enabling faster decision
making by consolidating

Grid Based Platforms • Grid based technologies (Gigaspace)

are enabling processing of large
amounts of information

• Commoditization of rich visualization

platforms are also playing their part
(Fractaledge, Lab49)

J2

10
10
Slide 10

J2 fractaledge.com - data visualization technology

used to be in gaming technology (xbox) - vista and .net platforms

trading desk platforms - LAB 49

You Tube
Google Ticker graphs
Adobe
next gen hardware being leveraged
JOYDEEPM, 8/9/2007
Information presentation and visualization

11
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 Thank You

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