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The BPO Automation Myth

The BPO Automation Myth. Tanvir Khan Tanvir_khan@dell.com. Automation- What i t is and W hat it Isn’t. STP. Workflow Automation. Manual Labor intensive. Improving business rules to drive improved STP and reduce exception processing is not automation.

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The BPO Automation Myth

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  1. The BPO Automation Myth Tanvir Khan Tanvir_khan@dell.com

  2. Automation- What it is and What it Isn’t STP Workflow Automation Manual Labor intensive Improving business rules to drive improved STP and reduce exception processing is not automation

  3. Increasing Role of Process Automation in BPO Delivery

  4. AUTOMATION@ Dell 1 2 3 4 5 Idea Generation – LEAP Program Breakdown into Process Atoms Apply AFTE’s toolbox where possible Remap the Complex Man-Machine Process flow Reconfigure Support - TA, Training, Quality

  5. Transforming Business Processes through AFTE Automation Dell BPO: AFTE-TOOLBOX Medical Coding Payment Posting Claims Processing Adjudication Charge Entry Demo Entry Accounts Receivables AFTE nLite Auto Documentation Mobility Solution SME Auto-OCR Integration Engine Terminal Connect SecureView Engine

  6. Who Moved My Cheese?Operating in an increasingly automated world Talent & HR Applications Finance Operations Solution Design Quality/ BPI Training Networking • Able to comprehend Man-Machine complexity • Active adjustment of hiring strategy • Compensation/rewards • Impart the understanding of Automated FTEs in the process • Testing effectiveness of automated FTEs? • Ideas to reality- partner with IT • SLAs- monitoring governance and improved customer stickiness • Sampling innovation to include Agents and Automated FTEs • New yardsticks for measurements • New methods of problem solving • Active monitoring of innovation ideas- within and outside • Create reusability of automation • Interlink automation with other tools such as workflow • Automation Stacks- to empower operations • Reconfigure IT infrastructure to accommodate AFTEs • New SLAs to ensure 24x7 processing and availability • Drive pricing innovation • Create measurement framework for AFTE deployment • Monitor, measure and report success • Active sync up with innovation agenda • New methods of estimation to include automation roadmap • Multi-year contracts to include aggressive improvements • Its not about the process alone Service Providers need to radically rethink each of their business functions

  7. Build vs. Buy buy build • Needs additional effort to integrate with existing tools • Need different vendor support for each functionality • Pricing is tied to scale and number of process implementations • High licensing cost • Not re-distributable across locations • Data posting support is not available • New tools being launched actively • Flexibility to use in any permutations and combinations through interoperability across tools • Can be scaled to any size of team or process • Process knowledge-based approach provides better decision support • Supports any kind of data integration • Easy integration with various platforms like Mainframe, Citrix etc. • Easy to implement and integrate with enterprise workflow • Easy to maintain and customize

  8. Key Benefits from the Build Decision Process intelligence and decision support is a key driver for any business process. Dell AFTEs are, by design, scalable, rapidly implementableand work seamlessly with each other. Combined with Dell IP, organizations are able to do more with less.

  9. Thank you.

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