Case Study 1 : Client Profile

Client:
One of the Global Major in Publishing, Media Services, Education and
Business Research, Its flagship publication is one of the most widely
read business magazines.

Geography:
World wide presence in US, Europe, APAC & Latin America

Implementation:
Initial implementation for US AP units. Created Detailed SOP.
Subsequently implemented 12 countries in 3 phases by documenting
incremental deviations in the SOP and providing multilingual support

Pricing Model:
FTE based
Copyright © 2008 Satyam BPO Limited. All rights reserved. 1
 Case Study 1 : Process Improvements & Innovation 1 of 2

Company Overview Key Business Needs

• One of the Global Major in • Accuracy in Processes
Publishing, Media Services, • Move up the value chain from fixed to variable cost model
Education and Business
Research
• Focus on core business
• World wide presence in US, • Transition process within extremely short timelines
Europe, APAC & Latin America
Business Solution Offered By Satyam
Scope • Workflow & Imaging systems implemented & integrated with client’s mailroom
• Accounts Payable Invoice • Best practices and tools to enhance productivity and deliver consistent quality
processing for 7 Business
• Workforce and contact management systems to ensure service management
Divisions
• Initial scope was for
• Web based real time on line tracking and monitoring tools to improve controls
documenting AP process for US
region
• Process scope progressed from Operational Benefits Delivered by Satyam
Supporting just US region to
cover 12 countries • Detailed documentation of SOP
• Multi- lingual Support including • Exceeded target SLA by over 35%
– Spanish & Japanese • Accuracy levels at 99%,
• 100% resource back-up for all the processes
Jan 2006 Mar 2008
No: Of FTE 29* 50* Business Benefits Delivered by Satyam
Volumes >300,000 >550,000
• 30 – 60% buffer readily available at all times
Languages 1 3
• 40 - 50% Increase in FTE’s since it started
Copyright © 2008 Satyam BPO Limited. All rights reserved. 2
 Case Study 1: Process Improvements & Innovation 2 of 2
Knowledge Transfer Hiring Training Steady State
• Mapping Accounts Payables • Measurement systems that
Process • 40 hours on AP process and drive improved throughput
• Managerial Talent with client’s existing process and
• Extensive artifacts and key and accuracy
Finance and Accounting Skill objectives
stroke level documents for sets • Tests to ensure competence
throughput efficiency • Best Practices that Increase levels of associates &
• Processors tested for efficiency and reduce errors
• Creation of SOPs and compliance
attitude and hired
workflows to ensure process • Best Practices that Impact • Motivation systems to
compliance • Hiring based on “trainability Transaction Processing, recognize & reward
quotient” through put & compliance
• Hand holding by client after behavior desired for client
go live. SLA compliance

Best Practices

• Human Capital Framework allows talent entry in Data Entry of Invoices & Financial Reporting over time
•. Process Cross training, Back ups and Cross overs between AP, Dodge and KPO Processes
• Opportunities for Key Talent to lead engagements in knowledge acquisition & transfer for new process ramps

Innovations

• Implementation of work flow and imaging systems resulting in control, visibility and member satisfaction
•Studying the processes and identifying the potential for Automation, various projects have been initiated
•OCR tool is being implemented as a part of Six Sigma Project to reduce the Man Hours spent

Copyright © 2008 Satyam BPO Limited. All rights reserved. 3

 Case Study 2 : Client Profile

Client:
One of the largest global steel producing companies.. The company
serves all the major steel consuming sectors, including automotive,
appliance, machinery and construction

Geography:
The company has operations in more than 60 countries on four
continents

Implementation:
End-to-End Accounts payable with onsite-offshore model. Process
was transitioned from an incumbent vendor with minimal knowledge
transfer. The AP BPO was for one of its critical plant in US.

Pricing Model:
FTE based
Copyright © 2008 Satyam BPO Limited. All rights reserved. 4
 Case Study 2 : End to End Accounts Payable BPO 1 of 2
Company Overview
• One of the Largest Steel
Producing Companies in the
World
• Operations in 60 countries
Scope
• Onsite mailroom with services
scanning to disbursement of
checks
• Vendor Helpdesk ~ Query
Management
• Account Payables ~ End to end
processing
• Involving payment to:
• Vendors
• Providers of Utility facilities
• Suppliers of Raw Material
• Corporate purchases
• Freight and Insurance
• Employee T& E payments
Copyright © 2008 Satyam BPO Limited. All rights reserved.
Key Business Needs
•Knowledge Transfer from incumbent for 20 Yrs - No proper hand over of process
• Highly Complex Process with many touch points
• Increased scope of work with no updated information
Business Solution Offered By Satyam
• Workflow & Imaging systems implemented & integrated with client’s mailroom
• Complete documentation
• Best practices and tools to enhance productivity and deliver consistent quality
• Workforce and contact management systems to ensure service management
• Web based real time on line tracking and monitoring tools to improve controls
• ISO 27001 certification and SAS 70 audits to ensure process compliance
Operational Benefits Delivered by Satyam
• Cycle Time ~ 50% reduction for all invoices.
• Consistent Processing accuracy ~ over 99%
• Automated Solutions ~ to replace slow and error prone manual processes
• “Smart Probing” ~ Leading to R & D on Vendor processes and resultant new solution
models
• “SMART” package ~ Preparation of detailed process flow documentation covering
effective knowledge transfer
• Customized MIS reporting on real time basis
• Performance Measurement Metrics introduced
5
 Case Study 2: End to End Accounts Payable BPO 2 of 2

Knowledge Transfer Hiring Training Steady State

• Measurement systems that

• Managerial Talent with
• No Process Documentation
Finance and Accounting Skill
• Transition from another sets
vendor
• Processors tested for
• Creation of detailed SOPs in
attitude and hired
collaboration with Client
• Hiring based on “trainability
Sponsor teams
quotient”
• 40 hours on AP process and
client’s existing process and
objectives
• Best Practices that Increase
efficiency and reduce errors
• Best Practices that Impact
Transaction Processing,
through put & compliance
drive improved throughput
and accuracy
• Tests to ensure competence
levels of associates &
compliance
• Motivation systems to
recognize & reward
behavior desired for client
SLA compliance

Best Practices

• Human Capital Framework allows talent entry in Data Entry of Invoices & Financial Reporting over time
• Process Cross training, Back ups and Cross overs for increasing efficiency
• Opportunities for Key Talent to lead engagements in knowledge acquisition & transfer for new process ramps

Innovations

• Implementation of work flow and imaging systems resulting in control, visibility and member satisfaction
•Studying the processes and identifying the potential for Automation, various projects have been initiated
•OCR tool is being implemented as a part of Six Sigma Project to reduce the Man Hours spent

Copyright © 2008 Satyam BPO Limited. All rights reserved. 6