Business Process Outsourcing

Transcription

1 Business Process Outsourcing Outsourcing for Business Value Industry Overview Business Process Outsourcing (BPO) has evolved from its early days to become an accepted practice for organisations across many industries. Initially, organisations sought BPO partners who can take over their non-core competencies, which can range from Finance and Accounting, Call Centre operations to Human Resources and Payroll. The key drivers for outsourcing used to be enabling greater efficiencies, cost reductions and streamlining of operations. In this increasingly competitive global marketplace, organisations are now seeking strategic partners who can deliver innovative and highvalue solutions that help them improve efficiency and achieve business goals. They seek BPO partners with industry or domain expertise who can tailor solutions to their needs and provide technology and services that can make a positive impact on customer satisfaction and target revenue. Challenges Lengthy adoption of new technology or processes and hiring of staff Key staff performing non-core or administrative processes instead of investing their time and energy in building the organisation s core businesses Benefits Greater focus on core functions, releasing key staff from performing non-core or administrative processes Accelerated speed to market and building of revenues Internal management disciplines resulting from the outsourcing exercise Lower costs due to process and operational improvements and use of technologies Improved control of budget Converted capital expenditure into operating expenditure Reduced dependency on internal resources where engagement of external expertise saves company the hassle of recruiting and training personnel Resource management flexibility, reducing response times to major business and technological change and customer requirements High cost of acquiring staff or technology that may take years to amortise and which may become outdated or be a poor match for the organisation over time Solution Outsource the operations and responsibilities of specific business functions or processes to an experienced third-party service provider.

2 The Business Landscape Our Services: Outsourcing That Meets Your Needs In this competitive global era, your organisation needs to evolve and seek new ways to gain a business or technological edge by managing costs, reducing risks, maximising efficiencies and effectiveness, and providing services personalised for your customer. NCS BPO solutions can help you tackle these challenges. We offer a comprehensive suite of managed services that include the technology, best practices and processes to free up limited resources, allowing you to concentrate on your core business. We have proven track records of over 25 years of providing BPO and Application Offshoring services for both public and private sector organisations. We support growing businesses with cost-effective process management and smooth project transition of the outsourcing processes. Our services are complemented by an integrated operations management system specially designed to support an outsourcing environment comprising onshore, nearshore and offshore locations to provide you with cost savings. Our secure and reliable global network ensures that your offices anywhere in the world are always connected seamlessly to our delivery centres and we effectively become an extension of your organisation. We ensure that your business information and knowledge are securely stored and retrieved. Your processes are optimised and the service level performance monitored and reported to ensure that we meet your required service levels. We offer a range of BPO services in the following areas: Finance and Accounting outsourcing for accounts payable, accounts receivable, customer billing, credit management, general accounting and cash management Bank Operations outsourcing such as client statement printing, document management, data entry and encoding Contact Centre outsourcing for management and operation of customer care, inbound and outbound service and support calls Human Resources (HR) outsourcing for payroll, compensation and benefits administration, claims and recruitment Procurement outsourcing for tendering, negotiation, accounts payable, delivery management, asset tracking and vendor management Industry Specific Solutions bring specialised expertise, best practices and technology to key business processes in specific industries. Multi-tower BPO with Multiple BPO and ITO services Besides outsourcing, we offer the alternative of helping you design and build shared service centres for Finance, Procurement, HR and IT. The key goals are standardisation, streamlining and corporate governance. NCS can help to complement and optimise Banking Operations and processes in full or in part, based on our broad suite of outsourcing services. Our experienced finance and accounting professionals have in-depth experience with core finance and accounting processes and industry-specific accounting compliance. With established finance and accounting capabilities in major Asian cities and strong domain knowledge gained from 30 years of technology services, we provide immediate access to state-of-the-art of technologies and processes specific to your industry and in-country needs. Our client list include Singapore homegrown enterprises and multinational corporations which look for strong Asian strategic business outsourcing partner. We established long-lasting business relationship with them.

3 Financial and Accounting BPO Order-To-Cash BPO Services Order-to-cash (OTC) refers to an end-to-end business process where customer orders are initiated, validated, fulfilled, invoiced and payment processed. Without doubt, OTC lies at the heart of the business process. The process is often complex, requiring coordination and specialised support. A smooth OTC process increases revenue through revenue assurance, low Days Sales Outstanding (DSO), quality customer service and shortens the go-to-market cycle for new business. It is therefore worth investing in OTC. NCS offers end-to-end OTC BPO services. Recognising the uniqueness of each OTC, our OTC BPO service model is designed to ensure we work in partnership with clients operations to drive competitive advantage by capitalising on NCS domain knowledge, access to a range of technology and network of service delivery centres. Our OTC Service can help your company transform operational processes through our comprehensive range of services: Sales & Credit Management: Processes customer orders and place the order according to your policies and requirements. For Credit Management, based on your policies, we analyse customer s creditworthiness and determine the level of credit to extend to customer. Order Management: We perform order entry, order processing, maintain and manage customer contracts and related customer service activities. Billing: Accurately invoice customers and bill them at the agreed time and amount either electronically or through mailing. Collections and Cash Application: Process payments and checks for proper account application. Perform reconciliations and investigate unallocated and unapplied cash per your policy. Secured Document Printing Billing Adjustments Manual Billing New Business, Intercompany Technology Driven Reconciliation Issue Management Billing Revenue Assurance Order To Cash BPO Services Collections & Cash Application Credit Management Maintain Receivable Ledger Apply Cash Receipt to Invoice Manage Dispute and Deduction Swift Release of Credit Hold Special Handling Installment Payments A member of the SingTel Group

4 Procure-To-Pay BPO Services Procurement eprocurement Online Collaboration Technology Purchase Requisition (PR) Purchase Order (PO) Administration Vendor On-Boarding Vendor Invoice and Document Administra on Receipt and Scanning of Invoice Vendor Invoice and Credit Note Matching to PO Communication & Support Services Vendor Issue Resolution Payment and Cash Disbursement Payment Accuracy Checks Bank Disbursement Interfaces Payable Integrity and Compliance Bank Reconciliation Vendor Statement Reconciliation and Issue Resolution Staff Travel (T&E) & Benefits Reimbursement Claims Documents Verification Claims Audit Against Guidelines Claims Payment Communication & Support Service T & E Issues Resolution Procure-to-Pay BPO Service Payable BPO is one of the leading financial processes in organisations involving invoices, purchase order documents and data administration, expense verification and approval according to corporate governance and payment management. Today, BPO providers continue to bring Payable BPO effectiveness and efficiencies to a new height by extending it to full end-to-end, Procure-to-Pay (PTP) Business Process Outsourcing. PTP BPO covers the provision of end-to-end services from procuring of direct or indirect goods and/or services, administering vendor on-boarding, contract compliance and preparing invoice for payment. Procurement BPO Procurement Chiefs need to focus on supplier relationships through technology implementation and process improvement to promote supplier compliance and decrease the risk level, according to the Aberdeen Group s research on Dynamic Procurement. The drivers are inflation and financial uncertainty. The NCS spectrum of procure-to-pay BPO services includes: ProcureConnect an NCS proprietary solution NCS offers a proprietary electronic procurement solution, ProcureConnect, which enables buyers and sellers to trade goods and services over a single platform. The Marketplace is an integrated workflow procurement system, a secure and trusted end-toend solution enabling information flow on purchase orders where goods received notes, invoices and payment between buyers and sellers are transmitted electronically. The solution is proven to shorten procurement cycle time, hence reducing cost and improving suppliers compliance. Procurement BPO Procurement and Finance chiefs are constantly looking at ways to reduce costs and improve efficiency in the procurement process. NCS procurement services suite includes procurement administration procurement/ purchase order, contract, invoices and buying related document management, catalogue management, compliance checks and spend analysis. These offering are available as a bundle service with ProcureConnect or fully integrated with Procure-to- Pay BPO, or as a standalone service.

5 Telecom Specific BPO services Finance & Accounting Payables Receivables General Ledger Fixed Assets Lease Management Billing, Collection & Issue Management Billing and Reconciliation Manual Billing Billing Issue Management Collection Customer Payment Setup Cash Application Telecom Expense Management Digital Content Management Business & Technical Support to Telecom Expense Reporting Review & Monitor Telecom Expense Mobile APPS Content Management Telecommunications BPO NCS has a decade-long track record of delivering high-quality horizontal and vertical telecommunications BPO processes. Telecommunication (or Telecom) industry is a vibrant industry that is subject to rapidly evolving technologies, content and solution in the midst of constant convergence. Unsurprisingly, telecommunications companies look to external third-parties to manage their operations to allow focus on staying ahead of business challenges. According to recent research, the telecommunications industry achieves significant savings through outsourcing and off-shoring in the years past. Banking Operations BPO The financial services industry is facing unprecedented demands thanks to increasing ecosystem complexity, market and regulatory and consolidation challenges. In turn, there is a growing need to controls costs, gain operational efficiency, grow revenue and speed to market. NCS collaborates with the financial services industry firms including banks and insurance organisations to achieve high performance. The NCS Financial Services Industry (FSI) Practice has been providing proven end-to-end, one-stop IT services and a comprehensive suite of FSI solutions to the dynamic banking, financial services and insurance sectors for over a decade. Our services for the financial industry firms are listed below: Secured document printing Documents digitalization/imaging Compliant reporting Balance of payment, anti-money laundering Transaction processing Payment clearance, credits Secured Document Printing Organisations that print and dispatch official documents from different locations face the challenge of managing data security and limiting exposure to fraud such as counterfeiting and alteration. This demands trustworthy resources and investment in equipment in different locations, while achieving a fine balancing between costs and control. NCS offers secured document printings for large organisations with multiple sites from a single location, operated in accordance to client procedures. NCS has been a long-time trusted outsourced partner to an established bank in Shanghai, supporting the financial institution in many provinces and cities in China. Document Digitisation/Imaging In this content management service, NCS converts, standardises and indexes customers documents to standard digital images.

6 Some of NCS digitisation services include: De-speckling, de-skewing and orientation correction of scanned images Scanning/digitisation of multiple versions of documents single, double sides, and sizing into PDF format at standard dpi Concise and retrievable indexing of digitalised documents Compliance to client s confidential document handling procedures Abide by client s confidential document destruction and document archival processes Multi-tower BPO with Multiple BPO and ITO services This combination service comes in various flavours, such as IT managed service and BPO services, or a combination of finance & accounting BPO and HR related services. Some examples include: NCS has rendered procurement BPO services to a regional bank as well as IT infrastructure/ hosting of their hardware to run electronic procurement services. For a telecommunications client, NCS has provided BPO services for their finance and accounting functions, HR recruitment, training & general services for their IT team. The advantages of this multi-tower BPO include: Strategize alignment - To ensure that all services including IT, HR and Finance & Accounting services are delivered according to the company s vision, mission and tactical goals. One-stop service management Managing core operational services under one roof helps provide scale and synergy resulting in cost effectiveness for service improvement, new initiative deployment and risk management such as business continuity planning. Why NCS? As a recognised leader in BPO services, our core competencies give you an extra competitive edge. We create and deliver business value to our customers with our broad suite of outsourcing solutions and on-demand sources. With more than 7,000 skilled technology experts, business transformation consultants and BPO professionals and proven delivery across many industries, NCS enables you to react quickly to market demands to meet your expected service levels. NCS is ranked among the Global Outsourcing 100, accredited by International Association of Outsourcing Professionals (IAOP). We have attained the Singapore Productivity and Standards Board certification in BS15000 and BS7799 for IT Service Management and Information Security Management Systems. Our Suzhou delivery centre in China has also been awarded CMMI level 5 certification. Our approach to outsourcing aims to deliver results and benefits through our tested and proven capabilities: Technology innovation and scale You can leverage on our innovative and businessenabling technology when we manage your processes. This translates into lower costs and faster turnaround time, as well as the agility to respond quickly to changes in business and technology. Domain and process re-engineering When taking over your routine but vital processes, our consultants, working with in-house domain experts such as Change Management, Finance and Human Resource, will be able to apply our BPO methodology to explore and implement process reengineering for greater efficiencies while handling the human factor with care and sensitivity. Labour arbitrage Our delivery centres are located where processing costs are competitive to allow for cost benefits from labour arbitrage. Currently, NCS has delivery centres in China (Chengdu, Suzhou and Shanghai), Australia (Sydney and Brisbane), Philippines (Manila) and Malaysia (Kuala Lumpur). The company, product names, images and pictures displayed are protected under copyright laws and owned by their respective owners. Reg. No G. Copyright 2012NCS Pte. Ltd. All Rights Reserved NCS E: reachus@ncs.com.sg Website: