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Content Transformation in the Next Decade

Content Transformation in the Next Decade. Solutions. People. Innovation. SPi Global – A Snapshot. Leader in KPO and customer support solutions. Three decades in the business. Owned by an NYSE listed company. Market Leadership. Client Profile.

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Content Transformation in the Next Decade

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  1. Content Transformation in the Next Decade Solutions. People. Innovation.

  2. SPi Global – A Snapshot • Leader in KPO and customer support solutions. • Three decades in the business. • Owned by an NYSE listed company. Market Leadership Client Profile • 300+ clients across industry sectors including publishing, healthcare, legal, automotive, electronics, and financial services. • Fortune 1000 companies, category market leaders, non-profit organizations, and government agencies. Global BPO Solutions Awards & Recognition People • Ranked #1 service provider – print & publishing outsourcing vertical, 2009 Black Book of Outsourcing. • Non-voice BPO of the year, 2010 ICT awards, Philippines. • 14,000+ people in 26 delivery sites across United States, Europe, and Asia (Philippines, India, Vietnam).

  3. Three Decades in Conversion

  4. Content is King…Once it is Converted

  5. Our Experience POD • 30 Million Pages • 5 years. PDF PDF Hardcopy 2000 2010 XML • 25 Million Pages • 18 months. Application Files eBook

  6. The Secret Formula Solution + People Performance Execution = x + Innovation

  7. A Good Plan is Half the Job Increasing Complexity/Cost/TAT Source Material Complexity Enrichment XML Output Text Accuracy TAT Tables/Math

  8. Change is the Only Constant Small Steps  Big Leap  Small Steps

  9. Case Study Situation Summary • Initial digitization initiative involved scanning color images in line-art. • Tradeoff between image quality and file size (i.e. download times on dialup lines). • File size was not an issue with the coming of DSL and broadband. Solution • Rescanning color images in grayscale and updating the PDF files. • Key enabler: onsite archive.

  10. Harnessing a Global Resource Pool • Multi-site, Multi-country approach. • Seamless Integration. • Online tracking/reporting tools.

  11. value complexity Scale Alone is not Enough ComplexProcesses • End to End responsibility of maintaining content for a leading information provider. • Combination of manual data collection and automated scripts. • Delivery team made up of data technicians, customer support reps, technical writers, content editors, database designers, conversion engineers etc. Designers, Engineers Judgment Based Processes Editorial, Analysts Transactional Processes Data Techs, Customer Support

  12. Technology Powers Innovation • 120-member Technology team. • Innovation Lab. • Developing custom-built solutions. • Implementing “off-the-shelf” tools. Product Development Quality Control Process Improvement Productivity Improvement

  13. Case Study Situation Summary Results • Over 10 Billion characters processed every year. • Consistently meets TAT and accuracy. • Project involved XML conversion of images of documents with quick turnaround (4 hrs) and high accuracy. • Plain OCR did not guarantee accuracy. Solution • SPi created a customized program that enabled a faster proofing and correction process. • Characters with low confidence are highlighted. • Proofing and correction possible on same screen.

  14. Case Study Situation Summary Results • Improved accuracy and quality. • Improved productivity by over 40%. • Client process involved printing and manually checking the accuracy of page numbering after amendments. Solution • SPi created a tool that automatically checks the page numbers in the PDF output, using a defined set of complex business rules.

  15. The Next Decade SOLUTIONS Customized to meet changing requirements. Who can execute flawlessly and are willing to go that extra mile. PEOPLE INNOVATION Is a part of the culture.

  16. Thank You www.spi-global.com

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