【文章內(nèi)容簡介】 0。takenformonthendclosingfrom5to2daysbymodifyingandeliminatingtasksReengineering(endtoend)INFACT,OVERTIMECOMPANIESHAVECAPTUREDADDITIONALPRODUCTIVITYGAINS? Reduced40FTEsbydigitisingthe‘backlining’processinthecontactcentreTechnologyapplicationEfficiencySource:Expertinterviews。literaturesearches? Reducedaveragecallcentretalktimefrom180to100secondsthroughuseofmorequalifiedagents? Improvedtotalcustomersatisfactionscorefrom85%to92%afteroffshoringcallcentreservicestoIndiaBettertalentandtrainingEfficiency? IncreasedfirsttimeresolutionratesfromUSbenchmarkof59%to74%resultinginreductioninrepeatsupportcallsandonsitedispatchcallsleadingtosavingsof~$2millionperannum1620230520DLZXE332(ITES,BoardPres.)(JS)7C.F1000INSTITUTIONSHAVEINCREASINGLYBEGUNTOREALISEOPPORTUNITIESFORREVENUEENHANCEMENT? LivebrokerageadviceformassaffluentcustomersfromSeries7qualifiedagentsthroughvendorinthePhilippines(eTelecare)? 163。50million/yeargainedthroughrevenueaudits–interline,agent,andusedtickets? Abilitytopriceinsurancepoliciesatsignificantlybelowpetitionleadingto57%marketshareimprovementinhomemarkets? Researchplatformtoservicecustomersforafee–offercustomizedresearchforstrategiccustomers? DevelopmodelingplatformtoprovidefeebasedanalyticalcapabilitiestoSMEfinancialservicescustomers–offercustomizedservicestolargefinancialinstitutions? OffertradefinanceservicestoSMEcustomersthatareotherwiseuneconomicaltoserve? OffshoreRD(pharma,chemicals)usingcollaborations? Knowledgeoncallservicesforcoreclients–customizedresearchandanalyticsRevenueopportunitiescreatedthroughoffshoringPotentialideasforF1000institutions? Customisedresearchforglobalcustomers–potentialtocreateplatformtoserviceotherbanks1720230520DLZXE332(ITES,BoardPres.)(JS)7? ColumbiaBankTrust(laterSynovus)transitionsinternalcreditcardprocessingbusinessintothirdpartypany(1982)? CBTsells19%ofpanyinIPO(1983)? TSYSgrowstobeethesecondlargestprocessorintheworldSIGNIFICANTVALUECANBECAPTUREDBYTRANSFORMINGINTERNALCAPABILITIESINTOTHIRDPARTYBUSINESSES? AmExtransitionsinternalprocessingunitintothirdpartypany(FDR)andsellsoffmajorityownershipstake(1992)? FDRmergeswithlargestpetitorandgrowstobeegloballeaderintransactionprocessingParentNewbusinessTransition*March1,2023Sources:Hoovers。analystreports。McKinseyanalysis? ManagementbuyoutofMidlandBankprocessingunitfollowingmergerwithFirstBankSystem(1984)? IPOin1986? GrowntobeeleadingprovideroftechnologyandprocessingservicesforfinancialinstitutionsMidland Bank? $5billioninmarketcap*,growingat5%CAGRinthelast5years? $8billioninmarketcap*,growingat31%CAGRinthelast5years? $17billioninmarketcap*,growingat26%CAGRinthelast5yearsValuecreation.$billion1820230520DLZXE332(ITES,BoardPres.)(JS)7D.NEWINDUSTRIESTHATHAVEPLAYED“WAITANDWATCH”GAMETRADITIONALLYNOWACTIVELYEXPLORINGANDCOMMENCINGOFFSHORING–PHARMACEUTICALEXAMPLEAreaIToffshoringSupportfunctionsAttitudetowardsoutsourcing/offshoring Keyfactorsdrivingincreasingmomentum? “Waitandwatch”towardsoffshoringuntillate2023? Significantlyhigheracceptancein2023? “Triggerspulled”in2023byseveralplayersincludingBMS,Novartis,Abbott? MainstreamingofIToffshoringandemergenceofcrediblesuccessstoriesoncostandqualityimprovements? Solidvendorbase(.,Infosys,Satyam,TCS)withproventrackrecord? Observedactionsofpetingplayers!? “Waitandwatch”towardsoutsourcingofbusinessprocessthrough2023andearly2023? Numerousongoingdiscussionsin2023withvendorsonfinanceaccountingandHRoffshoring? Increasingfocusonrationalizingsupportfunctioncosts? EmergenceofcrediblesuccessstoriesandvendorsforFAandHR? Observedactionsofpetingplayers? Manypaniesarticulating“overallaspiration”cuttingacrossnumerousopportunitiessuchasIT,BPO,RDRD ? ConcernsaroundIPandqualityofmedicalinfrastructure ? Positiveexperienceoffirstmoversinaddressingconcernsandbenefitingsignificantly.,AZandBMSinRD。PfizerEliLilyinclinicaldevelopment。NovartisPfizerindatamanagement? Improvedmedicalinfrastructureandfavorableregulatoryenvironment 1920230520DLZXE332(ITES,BoardPres.)(JS)7OPPORTUNITIESFOROFFSHORINGEXISTACROSSTHEPHARMACEUTICALVALUECHAINRD SupportFunctionsIndustrialOperations? Strategicandm