Meet Canon Business Process Services A Higher Level of Performance CAPABILITIES OVERVIEW
MEET CANON BUSINESS PROCESS SERVICES Océ Business Services, Inc. changed its name to Canon Business Process Services, Inc. as of January 1, 2013. The name reflects our identity as a wholly owned subsidiary of Canon U.S.A., Inc. as well as the significant expansion in our business activities in recent years. The global strength and resources of Canon makes our portfolio of business process services one of the best in the industry. Our management is unchanged, as is our vendor neutral approach to technology. The focus of our nearly 5,000 people continues to be the current and future needs of clients. 2 Capabilities Overview
Capabilities Overview 3
4 Capabilities Overview
Advantages of a holistic BPO value cycle approach Canon Business Process Services is a leader in business process outsourcing (BPO) with expertise in data and document-intensive processes. Our goal is to provide quality managed services and technology that consistently contribute value to your business through markedly improved operational performance. Attaining a measurable, sustainable improvement in process performance requires a holistic approach to operational excellence. Such an approach aligns people, processes, and technology in ways that deliver added value. The ability to respond quickly and effectively to change is essential. A holistic approach to operational excellence by its nature must span the entire BPO value cycle. This cycle begins with an assessment followed by process design, transition, management and continuous improvement. KEY BUSINESS BENEFITS + Reduced costs + Greater operational efficiency and effectiveness + Access to vendor-neutral advanced technology + Increased staffing flexibility onsite, offsite and offshore + Improved working capital efficiency + Improved compliance with business and regulatory requirements + Greater customer satisfaction As a business leader, you know that business processes and all the transactional information they contain are vital assets. These must be skillfully managed throughout their value cycle in order to maximize results and minimize risk. Through optimization and systematic ongoing management, Canon Business Process Services will help you realize significant benefits from business process outsourcing. Capabilities Overview 5
Business process outsourcing is The current global economic and regulatory climate for business is perhaps the most challenging in decades. Business leaders are charged to produce economic profit, gain efficiencies, improve productivity and add enterprise value. Simultaneously, they are bedeviled by regulators that ordain more scrutiny, fast-moving competition, and shareholders seeking higher returns. Demand side pressures build as customers seek more value for less money and commoditization looms. Beset by these challenges, companies are seeking new ways to reduce costs, increase efficiency, and redirect resources to nurture critical core competencies. For many, the chosen solution is business process outsourcing. By outsourcing all or part of your accounts payable function to Canon, for example, your company can gain staffing flexibility, shorten cycle time, and increase productivity through process improvement and automation. Similarly, by outsourcing records management to Canon, you not only integrate current records initiatives and technology, but also mitigate organizational risk through improved compliance and conformance to regulatory requirements. THE VALUE OF AN ASSESSMENT The first step towards optimizing your business processes is to gain an objective, fact-based understanding of where improvements can make the most significant difference in operational performance. We ll conduct a business process assessment to map the current state and desired future state, analyze the data to recommend an action plan, and identify precise areas for improved productivity, performance and savings. RETHINKING YOUR BUSINESS PROCESS We realize that every company has its own unique operational requirements and challenges. We begin by collaborating closely with you in order to understand your entire business process landscape, so that we can bring maximum business benefits. STEPS TAKEN: + Streamline the process to improve efficiencies, staffing flexibility, or asset utilization + Apply insights into the optimal design and redeployment of staff or assets + Add facilitating technology and tools; for example, integrated workflow automation + Improve performance over time against a pre-agreed Service Level Agreement (SLA) and Key Performance Indicators (KPIs) 6 Capabilities Overview
a source of freedom and savings These initiatives might introduce greater use of remote transaction processing that can leverage scale economies and offshore labor rates. Process standardization across locations and business units, to the extent this is indicated, will reduce inconsistencies and replicate best practice benefits. We recognize that a well-planned and smooth operational transition will establish the foundation for a successful longterm partner relationship. Canon has demonstrated success by implementing thousands of such transitions and managing change. From onsite analysis and process mapping to optimization, transition planning and implementation, Canon appoints the precise resources to make your business process smooth-running. Canon Business Process Services is ranked in the top leaders category of the IAOP Global Outsourcing 100 List eight years in a row. Capabilities Overview 7
Our experts introduce operational excellence that spans the BPO value cycle Growth is a priority for companies around the world, yet necessary change is resisted. To help drive growth, Canon carefully helps companies achieve operational excellence in their business processes. Operational excellence emerges when processes are optimized and the right principles and tools such as Six Sigma are applied to improve quality and efficiency of execution while reducing risk and cost. Operational excellence encourages continuous improvement. Achieving this higher level benefit requires a fact-based understanding of operational performance. We employ precise metrics to evaluate important KPIs, and expert teams to achieve targets. WHY IS OPERATIONAL EXCELLENCE SO CRITICAL? Canon s proficiency in operational excellence can be traced to the comprehensive quality management program that supports our clients as well as our own internal operations. Our goal and thrust is to drive continuous improvement, exceed service level benchmarks, and improve your bottom line performance. Our quality management approach is centered on Six Sigma methodology. Advanced business intelligence tools are used to drive ongoing performance improvement in processes so as to sustain value creation over the long-term. Our approach can provide visibility into operations for informed and timely decision making, benchmark current operations and identify, quantify and prioritize areas of improvement. OPERATIONAL EXCELLENCE HEIGHTENS BENEFITS THROUGHOUT THE BPO VALUE CYCLE With Canon, a process specialist plays a central role in operational excellence. This specialist works with clients to identify areas that are opportunities for process improvement, and drives that improvement. We can eliminate non value-added tasks, automate manual steps and introduce integrated applications such as electronic workflow, for example. Our holistic approach to operational excellence heightens performance throughout the BPO value cycle, from the initial assessment and analysis to ongoing management and improvement. 8 Capabilities Overview
heightened efficiency and agility results Capabilities Overview 9
10 Capabilities Overview
A BPO provider with deep domain knowledge and flexible, integrated service delivery can help a business react with agility to changing market environments Capabilities Overview
Why Canon creates value that makes your business stronger Whether you seek to refine certain functions in one department, optimize all process operations, or standardize practices and tools across regions, we can help you gain benefits beyond cost savings in key disciplines. Our integrated service delivery capabilities combine onsite staff with U.S. and international Business Processing Centers, so you can respond to change with assured agility. FINANCE & ACCOUNTING Accounts Payable groups are challenged with handling more invoices each year as the business grows. Simply adding more labor can increase costs without improving the process. Organizations are now turning to outsourcing as a means to reduce costs, gain staffing flexibility, improve process quality, speed, and compliance, and provide better service to the business units they support. Our best practices include centralized receipt of invoices, scanning, and using workflow for invoice review, discrepancy resolution, coding and approval. Streamlining and automating accounts payable processes will significantly reduce the burden for organizations so they can focus on higher value finance tasks. BUSINESS PROCESS IMAGING Most organizations realize the benefits of electronic workflows, but still must contend with diverse paper-based inputs. The challenge is to achieve savings and productivity gains in labor and paperbased processes that consume internal resources. Canon will consolidate and digitize high volume transactional documents as you receive them, as well as index, code, and merge them into your workflow. This makes the documents easy to store, retrieve and manage. CLAIMS PROCESSING Pressures to cut costs in front and back office processes rise in a weak economy. Processing insurance claims is an example. To improve efficiency, shorten cycle time, or implement standardized practices, we can institute best practices such as centralized receipt and capture, electronic workflow and systems to enable claims review, exception resolution, coding and approval. ELECTRONIC DISCOVERY The Federal Rules of Civil Procedure and other regulations leave little room for error in responding to a discovery request. Risk is dangerously heightened by the proliferation of electronic documents across a vast terrain of email, tablets, laptops, voicemail, and more. Our Legal Technology Group is a pioneer in ediscovery. Leading law firms and corporate counsel rely on our services and technology to achieve timeliness, accuracy and cost control in large scale, complex document reviews. We provide consultation and project planning, data collection and harvesting, data restoration, complex search and mining, metadata extraction, imaging and indexing. CaseData is our advanced, hosted document review system designed by attorneys for attorneys on a proven technology foundation. 12 Capabilities Overview
Client Centric Culture CANON IS AN INTEGRATOR OF CUSTOMIZED SOLUTIONS RECORDS MANAGEMENT Today s ever-expanding regulations and standards governing information are mind-boggling. Yet, records management is not a core competency for most organizations. We offer deep records management expertise and technology that will help you maintain compliance, streamline storage requirements for physical and electronic records, and gain benefits like risk mitigation as well as peace of mind. A Records Need Assessment (RNA) analyzes current processes and procedures and recommends actions to close the gap to a best practices state. We offer records classification design and implementation, retention schedule development, and physical and electronic records management. MAIL, DISTRIBUTION AND FULFILLMENT Canon has decades of experience managing large enterprise onsite mail, distribution and fulfillment operations. Our digital mail service scans incoming and returned physical mail and integrates the mail stream into digital systems such as email and workflow. The result is improved efficiency, increased productivity, and reduced downstream process cost. Digital mail ultimately leads to better information management. CENTRALIZED ONSITE PRINT AND COPY Whatever documents drive your business, we can efficiently manage your Document Processing Center, contain costs and introduce best practices. We ll analyze and optimize document workflows to more efficiently fulfill your business requirements. Outsourcing enables a single point of accountability. We have proven expertise in managing mission critical transactional print, mail and insert data centers to meet or exceed stringent SLA requirements, and can readily manage your onsite copy center. MANAGED PRINT SERVICES Canon can provide the financial control, multi-vendor management, flexibility and productivity you may have missed. We ll procure, install and monitor hardware and software as well as manage lease and service contracts. We ll manage billing, technical support and consumables, and provide regular reports. Our analysts will conduct a Document Needs Assessment (DNA) to guide a more effective print strategy and optimization of output infrastructure. The right plan usually can save up to 20% on current document production costs. Capabilities Overview 13
Remember that all businesses share one major concern a need to grow Canon Business Process Services has helped numerous organizations grow their businesses with improved processes that better serve their customers and employees. In addition to our comprehensive service portfolio, we have particular domain expertise in the following industries: FINANCIAL SERVICES We help financial institutions outsource business processes to increase flexibility, improve agility, reduce costs, increase quality and accuracy, decrease cycle time, and mitigate operational risk. INSURANCE We understand how cost inflation, price competition, declining premium growth and regulatory uncertainty have created difficult challenges for insurers. Whether you seek to optimize back office operations, improve efficiency of a specific function, increase staffing flexibility, or implement standardized tools and practices, we can help drive outcomes that go beyond basic operational savings. MANUFACTURING Manufacturers must deal with uncertain economic conditions globally, slow growth and slumping exports. These factors have intensified pressure on profit margins and sharpened focus on operational efficiencies in the U.S. Canon can contribute operational performance improvement and ongoing management of front and back office processes so you can concentrate on growing revenues. 14 Capabilities Overview
HEALTHCARE We are sensitive to the requirements of healthcare payers and providers. They face tremendous challenges from government regulations and the skyrocketing cost of care. Our specialists can help improve operational effectiveness to contain costs, achieve better quality, and increase administrative and operational process efficiency so you can focus resources on your core mission of patient care. LEGAL We bring deep insight and experience to law firms and corporate legal departments. Today, corporate legal departments closely manage budgets, while law firms balance practice areas and reduce staff. Both seek new ways to streamline, cut costs and mitigate risk. Our expertise will help law firms and enterprises meet these challenges through best practices to manage quality, improve processes and realistically contain costs. Capabilities Overview 15
/ 12 of the largest insurance companies / 7 of the largest diversified financial / 7 of the largest technology companies / 3 of the largest / 5 of the largest automobile manufacturers / 3 of the largest telecom Canon Business Process Services works on behalf of some of the world s most innovative and successful companies 16 Capabilities Overview
services companies / 10 of the largest banks / 7 of the largest consumer durable goods companies energy companies (including #1) / 8 of the largest healthcare, pharmaceutical and biotech companies companies / 32 of the top fifty North American law firms Capabilities Overview 17
WELCOME TO CANON A FORWARD-THINKING BUSINESS PROCESS SERVICE PROVIDER YOU SHOULD GET TO KNOW Effective business processes are essential to an organization s sustained success. Business processes are the primary elements of a value chain of diverse activities that link a business with its suppliers and customers. Today s digital world has little patience for errors or delays. Achieving operational excellence involves more than technology and improved processes. Success ultimately depends on the knowledge, capabilities and client focus of the people involved. At Canon, we are committed to making substantial, consistent investments in employee training, development and certification, year after year. What makes us a company to seriously consider is a track record of over half a century of service delivery and high client satisfaction. Our client retention rate is approximately 95% year over year. This level of performance is one reason why Canon Business Process Services continues to achieve robust growth, despite stiff competition in virtually all of our markets. It also sheds light on our constant drive to add value and achieve meaningful results that can elevate your business effectiveness to a higher level. Our experience and knowledge gained from hundreds of outsourcing clients will also help you gain new efficiencies. 18 Capabilities Overview
We offer the substantial financial stability and security of our parent company Canon, Inc., and true global reach, underscored by our owned and operated service delivery centers. Canon, Inc. ranks third overall in U.S. patents registered in 2013 and consistently ranks among the top five companies receiving U.S. patents. R&D expenditures in 2013 alone exceeded $2.9 billion USD. Canon is committed to R&D and innovation and has established notable Innovation Centers in the U.S. and Europe. To learn more about how Canon Business Process Services can improve your operational performance, call us at 1-888-623-2668 or visit www.cbps.canon.com. Capabilities Overview 19
Advancing Business Performance to a Higher Level 460 West 34th Street New York, N.Y. 10001 2320 1 888 623 2668 Canon Business Process Services, Inc. is a leading provider of managed services and technology that enable organizations to improve operational efficiency while reducing risk and cost. Experts apply quality management principles and tools such as Six Sigma to advance performance to a higher level. The company offers services including BPO, imaging, records management, print, mail and ediscovery, and is an IAOP Global Outsourcing 100 Leader in 2014 for the eighth consecutive year. Based in New York City, Canon Business Process Services is a wholly owned subsidiary of Canon U.S.A., Inc. Parent company Canon Inc. (NYSE:CAJ) ranks third overall in U.S. patents registered in 2013 and is one of Fortune magazine s World s Most Admired Companies in 2012. Learn more at www.cbps.canon.com CANON, MAXbasic and MAXadvanced are registered trademarks of Canon Inc. in the United States and may also be a registered trademark or trademarks in other countries. All other referenced product, company or service names and marks are trademarks or service marks of their respective owners and are hereby acknowledged. 2014 Canon Business Process Services, Inc. All rights reserved. Canon Business Process Services, Inc. Corporate Overview 04.2014.v1