Business Process Services. White Paper. Automating Management: Managing Workflow Effectively
|
|
- Damon Carroll
- 8 years ago
- Views:
Transcription
1 Business Process Services White Paper Automating Management: Managing Workflow Effectively
2 About the Authors Deva Latha S. Assistant Consultant Deva Latha has over nine years of experience in Business Process Services (BPS). She holds a master s degree in Computer Science and has contributed to identifying process automation opportunities in various BPS processes. She has been instrumental in the development of the Customer Experience Portal for Tata Consultancy Services (TCS ) retail practice. Seshadri Samaddar Assistant Manager Seshadri has over six years of experience in BPS. He holds a master s degree in Business Administration and has contributed to identifying process automation opportunities in various BPS processes. He has played a vital role in deploying TCS proprietary TRAPEZE tools across various industries finance and accounting, energy and resources, utilities, media and information services, and market research.
3 Businesses receive many different kinds of s from customers: inquiries, requests, orders, complaints, and so on. Quick and effective responses to customer s have a direct and immediate impact on customer satisfaction. However, it is difficult to efficiently route each to an employee capable of handling that specific issue and to consistently and efficiently manage workflows for each kind of . The task is made more difficult by the high volume of s most organizations receive. This paper summarizes the key problems that businesses face in management and proposes an automated allocation, categorization and management solution to address these challenges. The proposed approach improves productivity, accuracy, turnaround time and quality of response. We also believe that such a solution would ensure faster adoption at a lower-cost as it can easily integrate with existing clients (such as Microsoft Outlook and IBM Notes ).
4 Contents Introduction 6 Requirements of an Effective Management System 6 Approach to Streamlining and Automating s 7 Integrate with Existing Client 7 Automate Allocation for Efficiency 7 Customize Workflows 7 Send Bulk s and Trigger s 7 Define Templates 8 Data Analysis and Reporting 8 Key Benefits of an Effective Management System 9 Conclusion 9
5 List of Abbreviations AHT B2C BPS ERU M&IS SLA TAT Average Handling Time Business to Consumer Business Process Services Energy, Resources and Utilities Media and Information Services Service Level Agreement Turnaround Time
6 Introduction Most B2C organizations (such as public utilities, retailers, etc.) regularly receive large volumes of s from customers. These s require intelligent responses that acknowledge and address customer issues and requests. Due to the large volumes, organizations find it challenging to prioritize critical mails and send timely responses. Added to this, the inherent flexibility of the medium makes it difficult to maintain consistency across responses. Standard clients do not address most problems related to management. Hence, managers and associates require additional support to manage s effectively and efficiently. The proposed solution in this paper is an automated application that incorporates business rules, SLAs for responses, and defined workflows to provide a consistent, effective, and timely response to each mail. Requirements of an Effective Management System Ineffective management of s can lead to inefficiency, inconsistency, and confusion in customer communication. Most organizations use client software, but most of these clients do not have sophisticated management capabilities. A good management system makes it easy to: n Maintain a centralized repository of history n Generate reports on volumes to refine operations n Categorize s and create workflows for each type based on business needs n Set TAT for predetermined triggers and ensure timely response n Track types of s sent and received by every associate each day n Monitor associate productivity n Distribute workload efficiently among associates n Use templates to draft responses quickly and consistently, especially for long s or common issues 6
7 Approach to Streamlining and Automating s An effective management application requires the following features and functions: Integrate with Existing Client Adopting a completely new application is not easy, and users need to be thoroughly trained and need time to familiarize themselves with the new process. This reduces the productivity of users during the transition period. Integrating with the existing client drastically reduces the training and adoption time and is a more effective solution. Automate Allocation for Efficiency Typically, s are routed to a common inbox and are assigned to respective associates manually. An effective approach to management ensures that s are directed to the right associate by automating routing rules. The routing rules are based on pre-defined criteria such as product or service categories or keywords. The system also defines escalation paths to mitigate customer dissatisfaction effectively. The management system should also provide stakeholders with a view of the volume of s available in each associate s inbox and use this information to route subsequent mails. For a follow-up , it is more efficient if the application can identify the previous sender s name and allocate it to the same associate to ensure continuity. Customize Workflows Associates may not be consistent in including all necessary information when communicating with customers. auditing can help an organization understand how employees handle compliance and uncover potential risks. By sending drafts of critical s to a senior associate or a quality auditor, content can be verified before it is sent to the customer. Managers should be able to set up audit workflows for all incoming mails, while allowing users to make exceptions for auditing based on business rules. Workflow triggers based on queries can route s efficiently. The system should also allow for customization of workflows based on business requirements. Send Bulk s and Trigger s Users should be able to send bulk s to a list of recipients, scheduled to go out to all users simultaneously. For certain routine inquiries, automated trigger s can provide timely and informative responses without human intervention. 7
8 Define Templates A defined template provides an easy way to deal with usual or repetitive queries, encouraging organized, complete and consistent responses, and increasing productivity. An associate can save the time spent on drafting a complex response or on repeatedly typing similar messages, by selecting a template from a menu and then adding information to it as needed. A template also ensures that all relevant information is consistently provided for each type of query. Using a template can improve both productivity and response quality. n Efficient Resource Utilization: Automation helps reduce the response time and the AHT for each , releasing time that associates can use with more productive activities. n Quality Improvement: Pre-defined templates reduce the risk of grammatical errors and spelling mistakes. Data Analysis and Reporting An effective management approach provides pre-defined and customizable reports that give managers visibility into the volume and status of s, associate productivity, and other measures. Reports should also indicate which associate handled a particular . Below are some typical reports that managers and associates can choose to receive: n Daily volume and status: This indicates the number of s received and handled each day. A sample report is displayed in Figure 1. Received s - 60 Resolved s Complete - 50 Escalation - 5 Pending - 14 Follow Up - 10 Figure 1: Daily Activity Sample Report 8
9 n Associate-wise volume and status: This helps managers track productivity of associates by reporting on the status and volumes of s in their mailboxes. Figure 2 displays a sample report. Associate-wise Volumes Associate Associate Associate Associate Associate Associate Completed Escalation Pending Follow Up Figure 2: Activity by Associate Sample Report n s received in each inbox: This provides information on the number of s received and handled by each associate, enabling judicious planning and enhancing efficiency. These reports provide users easy-to-use information in real time. Associates can monitor their volumes better and priotitize their activities, and supervisors can allocate s efficiently and optimize queues. Key Benefits of an Effective Management System This approach to management provides the following benefits: n Increases productivity by automatically routing s to relevant users n Monitors mailboxes and status to ensure all s are handled effectively n Enables managers to define workflows for better productivity and quality control n Improves response quality through a built-in audit process before s are sent to customers 9
10 n Maintains an audit trail of each , improving accountability and encouraging adherence to best practices n Provides a centralized repository of s for greater visibility and knowledge sharing n Generates customizable and pre-defined reports to analyze trends and efficiency, which enable proactive decision-making n Uses pre-defined SLAs for every 'type' to trigger actions and prioritize s, ensuring compliance and improving customer satisfaction n Enables users to create standard templates and auto responses for specific types of to improve consistency and productivity Conclusion The usefulness and flexibility of technology has greatly facilitated business communication, but allocation, tracking, managing and analyzing s continues to be a challenge. This paper proposes an automated approach for effective management of customer service s, including categorization of by incorporating pre-defined business rules in the automated process. We propose the use of defined workflows and templates to enhance user productivity. By automatically tracking metrics, such as s received, allocated, pending, etc., associates and managers get more visibility into their performance. Automated triggers, workflows and audit processes also enable improvement in SLA compliance, response times, quality of responses and associate utilization. Such an management solution streamlines management and provides users with a real-time view of what s happening in their mailboxes. The audit trail provides details of contents managed in the repository, with actions taken on each recorded and readily available for future recall. By providing easy integration with existing mail clients, the solution ensures that users can quickly adapt with minimal training and without much loss in interim productivity. An effective management solution not only increases employee productivity, but also equips managers with better visibility into associate and team performance. It also improves customer satisfaction through faster and more effective responses to customers. 10
11 About TCS Business Process Services (BPS) Business Process Services (BPS) at TCS is about managing and executing business operations. Our domain expertise helps deliver core business processing across industries, analytics & insights and support processes such as accounting, HR and supply chain management. TCS partners with customers to accelerate co-transformation, and generates business value for customers through delivery excellence, risk management and through innovative models such as Platform BPS which delivers process as a service. With annual BPS revenues of greater than US$ 1.4 billion, TCS is one of the largest BPS providers with 47,500+ employees servicing 225+ customers across the globe. Contact For more information about TCS consulting services, contact bps.connect@tcs.com Subscribe to TCS White Papers TCS.com RSS: Feedburner: About Tata Consultancy Services (TCS) Tata Consultancy Services is an IT services, consulting and business solutions organization that delivers real results to global business, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT and IT-enabled infrastructure, engineering and TM assurance services. This is delivered through its unique Global Network Delivery Model, recognized as the benchmark of excellence in software development. A part of the Tata Group, India s largest industrial conglomerate, TCS has a global footprint and is listed on the National Stock Exchange and Bombay Stock Exchange in India. For more information, visit us at IT Services Business Solutions Consulting All content / information present here is the exclusive property of Tata Consultancy Services Limited (TCS). The content / information contained here is correct at the time of publishing. No material from here may be copied, modified, reproduced, republished, uploaded, transmitted, posted or distributed in any form without prior written permission from TCS. Unauthorized use of the content / information appearing here may violate copyright, trademark and other applicable laws, and could result in criminal or civil penalties. Copyright 2014 Tata Consultancy Services Limited TCS Design Services I M I 01 I 14
Business Process Services. White Paper. Configurable, Automated Workflows: Transforming Process Effectiveness for Business Excellence
Business Process Services White Paper Configurable, Automated Workflows: Transforming Process Effectiveness for Business Excellence About the Authors Ohm Kumar Ohm Kumar is a Business Analyst with the
More informationBusiness Process Services. White Paper. Improving Agility in Accounts Receivables with Statistical Prediction and Modeling
Business Process Services White Paper Improving Agility in Accounts Receivables with Statistical Prediction and Modeling About the Authors R Rengesh Siva Rengesh Siva has over 14 years of experience in
More informationBusiness Process Services. White Paper. Improving Efficiency in Business Process Services through User Interface Re-engineering
Business Process Services White Paper Improving Efficiency in Business Process Services through User Interface Re-engineering About the Authors Mahesh Kshirsagar Mahesh has a vast experience of about 24
More informationBusiness Process Services. White Paper. Effective Credit Risk Assessment Strengthening the Financial Spreading with Technology Enablers
Business Process Services White Paper Effective Credit Risk Assessment Strengthening the Financial Spreading with Technology Enablers About the Author Vijay Muppavarapu Vijay is a subject matter expert
More informationLinking Transformational Initiatives to Desired Business Outcomes: Leveraging a Business-Metrics Driven Framework
Business Process Services White Paper Linking Transformational Initiatives to Desired Business Outcomes: Leveraging a Business-Metrics Driven Framework About the Author Venkatesh Kuppuswamy Venkatesh Kuppuswamy
More informationBusiness Process Services. White Paper. Mitigating Trade Fraud: The Case for Detecting Group Level Fraudulent Activity
Business Process Services White Paper Mitigating Trade Fraud: The Case for Detecting Group Level Fraudulent Activity About the Author Narasimha Murty M V Narasimha Murty holds a Master's degree in Mathematics
More informationRobotic Process Automation: Reenergizing the Directory Publishing Industry
A Point of View Robotic Process Automation: Reenergizing the Directory Publishing Industry Abstract Evolving digital marketing avenues including video, SEM/SEO, mobile, and social media are fast replacing
More informationBusiness Process Services. White Paper. Improving Regulatory Compliance in the Mortgage Industry
Business Process Services White Paper Improving Regulatory Compliance in the Mortgage Industry About the Author Lovette Patrick D'Souza Lovette Patrick D'Souza has over 10 years of experience in Banking
More informationBusiness Process Services. White Paper. Managing Customer Experience: Strategies for Success
Business Process Services White Paper Managing Customer Experience: Strategies for Success About the Author Ashwin Fernandes, Assistant Manager, TCS Ashwin is a practice consultant in the Innovation and
More informationBusiness Process Services. White Paper. Optimizing Extended Warranty Processes by Embracing Analytics
Business Process Services White Paper Optimizing Extended Warranty Processes by Embracing Analytics About the Author Dr. Anuj Prakash Anuj Prakash is a part of the TCS Analytics and Insights Practice,
More informationDigital Enterprise Unit. White Paper. Reimagining the Future of Field Service Management with Digital Technologies
Digital Enterprise Unit White Paper Reimagining the Future of Field Service Management with Digital Technologies About the Author Rahul Trisal Rahul is a senior Digital Strategy Consultant with TCS' Digital
More informationRetail. White Paper. Driving Strategic Sourcing Effectively with Supply Market Intelligence
Retail White Paper Driving Strategic Sourcing Effectively with Supply Market Intelligence About the Author Devaraj Chithur Devaraj is part of the Supply Chain group within Tata Consultancy Services (TCS)
More informationBusiness Process Transformation A Pulse Check
White Paper Business Process Transformation A Pulse Check Over the last decade or two, two trends have been noticeable across all businesses. The move towards consolidation of office-based operations,
More informationBusiness Process Services. White Paper. Providing Customer Service the Social Way
Business Process Services White Paper Providing Customer Service the Social Way About the Author Awani Sarogi Awani is a subject matter expert in digital media, developing digital media solutions and offerings
More informationBusiness Process Services. White Paper. Five Principles to Consider when Consolidating your Finance and Accounting Function
Business Process Services White Paper Five Principles to Consider when Consolidating your Finance and Accounting Function About the Authors Vikas Golchha, Associate Vice President, TCS Vikas is part of
More informationBusiness Process Services. White Paper. Personalizing E-Commerce: Improving Interactivity to Increase Revenues
Business Process Services White Paper Personalizing E-Commerce: Improving Interactivity to Increase Revenues About the Author Subramaniam MV Subramaniam is a Delivery Manager at Tata Consultancy Services
More informationBusiness Process Services. White Paper. Social Media Influence: Looking Beyond Activities and Followers
Business Process Services White Paper Social Media Influence: Looking Beyond Activities and Followers About the Author Vandita Bansal Vandita Bansal is a subject matter expert in Analytics and Insights
More informationKYCS - Integrating KYC with Social Identity: The Future-Ready Marketing Approach
A Point of View KYCS - Integrating KYC with Identity: The Future-Ready Marketing Approach Abstract media has empowered us to voice and share our opinion on things that impact our lives. It has reshaped
More informationBusiness Process Services. White Paper. Strengthening Business Operations with the Digital Five Forces
Business Process Services White Paper Strengthening Business Operations with the Digital Five Forces About the Author Mahesh Kshirsagar Mahesh Kshirsagar heads Technology Transformation in the Business
More informationBacklog Management Index (BMI) Evaluation and Improvement An ITIL Approach
Backlog Management Index (BMI) Evaluation and Improvement An ITIL Approach Backlog Management Index is one of the important metrics that is closely monitored in Steady State of Maintenance and Support
More informationBusiness Process Services. White Paper. Improving Operational Efficiencies through Pattern-Based Analysis
Business Process Services White Paper Improving Operational Efficiencies through Pattern-Based Analysis About the Author Mahesh Kshirsagar Mahesh has more than 24 years of experience in various technologies
More informationNext Generation Electric Utilities Gear up Using Cloud Based Services
A Point of View Next Generation Electric Utilities Gear up Using Cloud Based Services Abstract Globally, liberalization of the electricity sector has driven a paradigm shift in the ownership structure,
More informationBusiness Process Services. White Paper. Business Intelligence in Finance & Accounting: Foundation for an Agile Enterprise
Business Process Services White Paper Business Intelligence in Finance & Accounting: Foundation for an Agile Enterprise About the Author Balaji Venkat Chellam Iyer Balaji has over 18 years of experience
More informationBusiness Process Services. White Paper. Predictive Analytics in HR: A Primer
Business Process Services White Paper Predictive Analytics in HR: A Primer About the Authors Tuhin Subhra Dey Tuhin is a member of the Analytics and Insights team at Tata Consultancy Services (TCS), where
More informationBusiness Process Services. White Paper. Four Effective Ways to Optimize the Credit Card Dispute Resolution Process
Business Process Services White Paper Four Effective Ways to Optimize the Credit Card Dispute Resolution Process About the Author Balamurugan Soundararajan Balamurugan Soundararajan is a domain consultant
More informationion Customer Relationship Management (CRM) Solution
ion Customer Relationship Management (CRM) Solution How do you command the loyalty of your customers in a competitive market? How do you achieve an increase in sales? To help you answer these questions,
More informationConferencing Agent Enhancing the Communication Experience
White Paper Conferencing Agent Enhancing the Communication Experience To achieve corporate operational excellence, the existing resources of an organization must be utilized to the best possible extent.
More informationTransportation Solutions Built on Oracle Transportation Management. Enterprise Solutions
Transportation Solutions Built on Oracle Transportation Management Enterprise Solutions Optimizing transportation operations and ensuring improved customer service Today s complex and challenging business
More informationEnterprise-wide Anti-money Laundering and KYC Initiatives A point of view
Enterprise-wide Anti-money Laundering and KYC Initiatives A point of view Introduction Every financial institution is charged with the responsibility of developing policies and procedures to combat money
More informationDigital Enterprise. White Paper. Multi-Channel Strategies that Deliver Results with the Right Marketing Attribution Model
Digital Enterprise White Paper Multi-Channel Strategies that Deliver Results with the Right Marketing Model About the Authors Vishal Machewad Head Marketing Services Practice Vishal Machewad has over 13
More informationBusiness Process Services. White Paper. Leveraging the Internet of Things and Analytics for Smart Energy Management
Business Process Services White Paper Leveraging the Internet of Things and Analytics for Smart Energy Management About the Author Akhil Bhardwaj Akhil Bhardwaj is a Senior Manager in the Analytics and
More informationLead the Retail Revolution.
Lead the Retail Revolution. The retail industry is at the center of a dramatic shift in the way consumers shop and interact with their retailers. After hundreds of years of customers going to the store,
More informationBackward Scheduling An effective way of scheduling Warehouse activities
Backward Scheduling An effective way of scheduling Warehouse activities Traditionally, scheduling algorithms were used in capital intensive production processes where there was a need to optimize the production
More informationLife Sciences. White Paper. Integrated Digital Marketing: The Key To Understanding Your Customer
Life Sciences White Paper Integrated Digital Marketing: The Key To Understanding Your Customer About the Authors Raghunandan H Head, Life Sciences Sales & Marketing Center of Excellence Raghunandan (Raghu)
More informationBusiness Partner of. Hardware + Network + Software + Services
Business Partner of Hardware + Network + Software + Services About RDS Business Services RDS Business Services do services like Web Services, Software Services, Software Testing, Contract Staffing, Placement
More informationWhite Paper. Social Analytics
White Paper Social Analytics This paper brings to forefront the growing popularity of social media as a source of data for analytics with relation to the telecom industry. The paper further elaborates
More informationBusiness Process Services. White Paper. Effective Vendor Management: Improving Supply Chain Efficiencies, Reducing Risk
Business Process Services White Paper Effective Vendor Management: Improving Supply Chain Efficiencies, Reducing Risk About the Author Devaraj Chithur Devaraj Chithur is a subject matter expert on supply
More informationSeven Strategic Imperatives for Transitioning to a Shared Services Model
A Point of View Seven Strategic Imperatives for Transitioning to a Shared Services Model Abstract Given today s tough business climate, organizations are adopting a shared services model to realize cost
More informationImplement Business Process Management to realize Cost Savings and High Return on Investments
Implement Business Process Management to realize Cost Savings and High Return on Investments Business Process Management (BPM) was unheard of just a few years ago, but it has burst onto the global scene
More informationA pay-as-you-use model About TCS ion Integrated solutions Personalized solutions www.tcsion.com Automatic upgrades Increased agility
ion Payroll Solution As organizations strive to improve employee morale, job satisfaction, and productivity, it becomes imperative to regularize the payroll cycles, in order to keep employees motivated.
More informationBanking & Financial Services. White Paper. Automated Advice Delivery Platforms: Simplifying the Investment Management Game
Banking & Financial Services White Paper Automated Advice Delivery Platforms: Simplifying the Investment Management Game About the Authors Srinivasa Kumar Yerchuru Srinivasa Kumar Yerchuru heads the Capital
More informationBusiness Process Services. White Paper. Transforming the Mortgage Lending Process through Social Media
Business Process Services White Paper Transforming the Mortgage Lending Process through Social Media About the Author Ramani Balakrishnan Ramani Balakrishnan is a domain consultant in the Transformation
More informationOver 18,400 branches. 21,843 ATMs. 261 million accounts. Enabling State Bank of India to create the world s largest homogenous banking network
Wealth Management Volatility and uncertainty in the markets have given rise to a new class of customers who are extremely cautious and demand absolute transparency from their advisors. They now expect
More informationBusiness Process Services. White Paper. Automating Complex Processes with a Business Rules Engine
Business Process Services White Paper Automating Complex Processes with a Business Rules Engine About the Author Dipti Fondekar Dipti is a Consultant within the Transformation team at Tata Consultancy
More informationion Human Capital Management Solution
ion Human Capital Solution For organizations spread across multiple sites, Human Resource processes such as recruitment, deputation, and employee appraisal are complex. HR departments are increasingly
More informationDigital Enterprise. White Paper. Capturing the Voice of the Employee: Enterprise Social Media Monitoring and Analytics
Digital Enterprise White Paper Capturing the Voice of the Employee: Enterprise Social Media Monitoring and Analytics About the Authors Praveen Mishra Praveen Mishra is a Business Development Lead with
More informationHiTech. White Paper. Storage-as-a-Service. SAN and NAS Reference Architectures leveraging Private Cloud Storage
HiTech White Paper -as-a-service SAN and NAS Reference Architectures leveraging Private Cloud About the Author Ankur Srivastava Ankur Srivastava is a Solution Architect working with the Hi Tech Industry
More informationThe four windows of organizational change in training for ERP transformation
White Paper The four windows of organizational change in training for ERP transformation Managing users apprehension to change has always been a challenge for large scale ERP implementations. Moving the
More informationBPM Perspectives Positioning and Fitment drivers
BPM Perspectives Positioning and Fitment drivers BPM is a commonly used and much hyped acronym. It popularly stands for Business Process Management but now it achieves much more than just that. Especially
More informationBusiness Process Services. White Paper. Price Elasticity using Distributed Computing for Big Data
Business Process Services White Paper Price Elasticity using Distributed Computing for Big Data About the Authors Rajesh Kavadiki Rajesh is part of the Analytics and Insights team at Tata Consultancy Services
More informationThe new A and B of the Finance Function: Analytics and Big Data
White Paper The new A and B of the Finance Function: Analytics and Big Data - Evolution of the finance function from bean counter to business partner There s no escaping the fact that finance, and the
More informationSimplify your admission process - The ion Way
Simplify your admission process - The ion Way Coordination from TCS employees has helped us lot in implementation of all modules of the ERP. It was helpful to have a person that managed to implement our
More informationDriving Airline Revenues and Profitability by Delivering Great Customer Experiences
A Point of View Driving Airline Revenues and Profitability by Delivering Great Customer Experiences Two New Studies Point to the Direction Airlines are Taking with Their Customer Experience (CX) Initiatives.
More informationHiTech. White Paper. A Next Generation Search System for Today's Digital Enterprises
HiTech White Paper A Next Generation Search System for Today's Digital Enterprises About the Author Ajay Parashar Ajay Parashar is a Solution Architect with the HiTech business unit at Tata Consultancy
More informationProcurement needs a Digital Strategy
White Paper Procurement needs a Digital Strategy Marketing executives across the world have very clearly been concerned with digital strategy for some time, leveraging the benefits of greater reach and
More informationBusiness Process Services. White Paper. Redesigning Retail Operations: A Digitally Connected Supply Chain for Accelerated Performance
Business Process Services White Paper Redesigning Retail Operations: A Digitally Connected Supply Chain for Accelerated Performance About the Author Swecha Rikhy Swecha Rikhy is a part of the Retail domain
More informationTCS Research Fellowship Program. Frequently Asked Questions by Researchers
TCS Research Fellowship Program Frequently Asked Questions by Researchers July 2010 Q1) What is the Aim of the scheme? The scheme is primarily aimed to help enhance our nation s talent base in doing research
More informationBring Your Own Device (BYOD) A point of view
Bring Your Own Device (BYOD) A point of view BYOD - Consumer driven IT Today, consumers possess powerful devices for their personal needs. Often, the computing power and features of the devices bought
More informationData Visualization in Ext Js 3.4
White Paper Data Visualization in Ext Js 3.4 Ext JS is a client-side javascript framework for rapid development of cross-browser interactive Web applications using techniques such as Ajax, DHTML and DOM
More informationProduct Complaints Management. Infosys Handbook for Life Sciences
Product Complaints Management Infosys Handbook for Life Sciences Table of Contents Introduction 3 Infosys Point of View 4 Success Story - Complaint management for one of the world s top 5 bio-pharmaceutical
More informationLife Sciences. White Paper. Real-time Patient Health Monitoring with Connected Health Solutions
Life Sciences White Paper Real-time Patient Health Monitoring with Connected Health Solutions About the Authors Ashok Khanna Global Head, Presales and Solutions, Engineering Industrial Services, Life Sciences
More informationion IT-as-a-Service Solution
ion IT-as-a-Service Solution "The ion Manufacturing Solution enabled us to control our business more meaningfully, including our field operations. Through the Field Force module, we have updated information
More informationDriving Airline Revenues and Profitability by Delivering Great Customer Experiences
A Point of View Driving Airline Revenues and Profitability by Delivering Great Customer Experiences Two New Studies Point to the Direction Airlines are Taking with Their Customer Experience (CX) Initiatives.
More informationOmni-Channel Banking Customer Experience: Forget What You Thought You Knew about Channels
A Point of View Omni-Channel Banking Customer Experience: Forget What You Thought You Knew about Channels In social media, customers discuss their experience across ALL your interaction channels, which
More informationIT Infrastructure Services. White Paper. Utilizing Software Defined Network to Ensure Agility in IT Service Delivery
IT Infrastructure Services White Paper Utilizing Software Defined Network to Ensure Agility in IT Service Delivery About the Author Siddhesh Rane Siddhesh Rane is a Technical Architect and part of the
More informationTCS Supply Chain Center of Excellence
TCS Supply Chain Center of Excellence Delivering Supply Chain Performance in Complex Dynamic Markets Supply Chain Management Supply Chain Management (SCM) has evolved and the focus has now shifted from
More informationIT Infrastructure Services. White Paper. Cyber Risk Mitigation for Smart Cities
IT Infrastructure Services White Paper Cyber Risk Mitigation for Smart Cities About the Author Abhik Chaudhuri Abhik Chaudhuri is a Domain Consultant with the Information Technology Infrastructure Services
More informationBusiness Process Services. White Paper. Five Critical Metrics that Enhance Credit Card Fraud Detection
Business Process Services White Paper Five Critical Metrics that Enhance Credit Card Fraud Detection About the Author Tuhin Lawrence Bhura Tuhin Lawrence Bhura is a consultant in the fraud and Anti Money
More informationBridging the IT Business Gap The Role of an Enterprise Architect
Whitepaper Bridging the IT Business Gap The Role of an Enterprise Architect Today s enterprises understand the value that Information Technology (IT) can bring to their business. IT supports day-to-day
More informationDodd Frank Act and the Consumer Affect on Banks
A Point of View Dodd Frank Act: Partner your way to Compliance With the passage of the Dodd Frank Act, banks and financial institutions are grappling with a highly restrictive environment and burgeoning
More informationFinancial Management TRANSACTION CONTROL AND APPROVAL
Financial Management In today s complex, global, and regulated environment, organizations face numerous challenges in trying to meet deadlines, comply with local regulations and multiple reporting requirements,
More informationBusiness Process Services. White Paper. Achieving Business Excellence: Utilities Embracing Analytics for Effective Decision Making
Business Process Services White Paper Achieving Business Excellence: Utilities Embracing Analytics for Effective Decision Making About the Author Swaminathan Subramanian Swaminathan has over 17 years of
More informationOverview. Integrated Front-mid-back office as well as standalone Front office or Back-office solution or Trading Channels
Securities Trading The adoption of technology is rapidly changing the dynamics of the brokerage industry. The increasing use of smartphones and tablets represent a transformation in the way in which investors
More informationEMC DOCUMENTUM MANAGING DISTRIBUTED ACCESS
EMC DOCUMENTUM MANAGING DISTRIBUTED ACCESS This white paper describes the various distributed architectures supported by EMC Documentum and the relative merits and demerits of each model. It can be used
More informationBI Today and Tomorrow
White Paper BI Today and Tomorrow BI has been one of the most important business initiatives providing positive impact on the health of organizations. Usually, questions are raised on the maturity of the
More informationTCS Hy5 Presidio Your Mobile Environment, Your Way Configure, Secure, Deploy. Mobility Solutions
TCS Hy5 Presidio Your Mobile Environment, Your Way Configure, Secure, Deploy Mobility Solutions The growth of in-house and third-party enterprise mobile applications; device diversity across ios, Android,
More informationPEOPLESOFT HELPDESK FOR HUMAN RESOURCES
PEOPLESOFT HELPDESK FOR HUMAN RESOURCES Today s Human Resource organizations are faced with the challenge of providing rapid and high quality customer service to their workforce while containing or reducing
More informationDigital Enterprise Unit. White Paper. Securing Patient Information HIPAA and Mobile Healthcare Applications
Digital Enterprise Unit White Paper Securing Patient Information HIPAA and Mobile Healthcare Applications About the Authors Colonel Rajmohan, CISSP Senior Consultant, TCS Colonel Rajmohan heads the digital
More informationBenchmarking Software Quality With Applied Cost of Quality
Benchmarking Software Quality With Applied Cost of Quality Cost of Quality has remained theoretical in many treatments despite its powerful relevance in software quality. A survey-based approach makes
More informationBusiness Process Services. White Paper. Enhancing Customer Experience in the Mortgage Market
Business Process Services White Paper Enhancing Customer Experience in the Mortgage Market About the Author Ramani Balakrishnan Ramani Balakrishnan is a domain consultant in the Transformation Solutions
More informationBanking & Financial Services. White Paper. Fiduciary Advice: A Step toward Responsible Retirement Investment Management
Banking & Financial Services White Paper Fiduciary Advice: A Step toward Responsible Retirement Investment Management About the Author Shalini Joshi Shalini Joshi is a Domain Consultant with the Banking
More informationHow To Use Microsoft Dynamics Crm For Customer Service
Customer Service with Microsoft Dynamics CRM Improve customer satisfaction and service effectiveness with Microsoft Dynamics CRM for Customer Service Deliver customer information, case management, service
More informationWeb Portal Analytics
This paper provides information on how the web analytics strategy can be implemented across the web portals and how various stakeholders can leverage the data that has been captured to optimize a range
More informationTimely and Efficient Default Servicing: Best Practices for Successful Foreclosure
A Point of View Timely and Efficient Default Servicing: Best Practices for Successful Foreclosure Abstract The mortgage industry underwent significant changes due to widespread bankruptcy and foreclosures
More informationRSA envision. Platform. Real-time Actionable Security Information, Streamlined Incident Handling, Effective Security Measures. RSA Solution Brief
RSA Solution Brief RSA envision Platform Real-time Actionable Information, Streamlined Incident Handling, Effective Measures RSA Solution Brief The job of Operations, whether a large organization with
More informationBuilding the Business Case for BPM Automation in Process Manufacturing
Building the Business Case for BPM Automation in Process Manufacturing Business process management automation streamlines your enterprise, strengthens your ERP solution and dramatically lowers costs. If
More informationCase Based Reasoning A reliable technique to automate manually controlled situations
A reliable technique to automate manually controlled situations Even as proliferation of automation increases, ever so often there are pockets in processes that are manually controlled. These pockets are
More informationSecurities Processing
Securities Processing Several challenges in the global securities market including new regulations, the pressure to reduce cost and minimize risk along with the mounting need for transparency, are forcing
More informationCA Service Desk Manager
PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES
More informationEnter an insurance solution, TCS BaNCS from Tata Consultancy Services.
Insurance The financial crisis of 2008 and the subsequent recovery process, though tepid, has altered the insurance industry landscape significantly. Today, the focus is on enhancing efficiencies and controlling
More informationLANDesk Service Desk. Outstanding IT Service Management Made Easy
LANDesk Service Desk Outstanding IT Service Management Made Easy Deliver Outstanding IT Services to Employees, Citizens and Customers LANDesk Service Desk enables organizations to deliver outstanding IT
More informationOracle E-Business Suite (EBS) in the World of Oracle Exadata Engineered Systems
A Point of View Oracle E-Business Suite (EBS) in the World of Oracle Exadata Engineered Systems As a proof-of-concept to evaluate the benefits of moving the Oracle E-Business Suite (EBS) database tier
More informationPatient Relationship Management
Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information
More informationBusiness Process Services. White Paper. Holistic Enterprise Compliance: Adapting to Evolving Regulations in the Mortgage Industry
Business Process Services White Paper Holistic Enterprise Compliance: Adapting to Evolving Regulations in the Mortgage Industry About the Author Ramani Balakrishnan Ramani Balakrishnan is a Domain Consultant
More informationTask Manager. Task Management
Task Management ibpms Business Process Applications (BPAs) are the innovative, new class of Service Oriented Business Applications (SOBAs) that help businesses automate and simplify the management of missioncritical,
More informationion Manufacturing Solution
ion Manufacturing Solution Today with ion, while I am driving home I get to see all the information that I need, even when I am in a customer place I can take decisions looking at the information that
More informationSOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG. Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them?
SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them? SOLUTION BRIEF CA DATABASE MANAGEMENT FOR DB2 FOR z/os DRAFT
More informationContract management's effect on in house counsel
IBM Software Industry Solutions Industry/Product Identifier Contract management's effect on in house counsel Impacting contract visibility, analysis and compliance Emptoris Contract Management Solutions
More informationTHOMSON IP MANAGER KNOWING IS INGENIOUS
THOMSON IP MANAGER KNOWING IS INGENIOUS DID YOU KNOW? Thomson IP Manager is an all-inone IP management solution. So you don t have to worry about whether your IP data is secure, your processes are optimized,
More informationBusiness Process Services. White Paper. Touchless Procure-to-Pay Processing: The Robotics Way
Business Process Services White Paper Touchless Procure-to-Pay Processing: The Robotics Way About the Author Pradeep Kumar Kalaimani Pradeep Kumar Kalaimani leads the Finance Center of Excellence for global
More information