Shyama Bijapurkar

Building and Growing a BPO business : 

Building and Growing a BPO business January 2002

Contents: 

Contents Background FCE Journey Our Achievements Opportunities /Challenges

Background: 

Background Point of Departure North America New York Jacksonville Cambridge Ft. Lauderdale Salt Lake City Toronto Wilmington Phoenix Greensboro Organizational and cultural change initiatives started in 1993 with the introduction of a shared services strategy underpinned by the creation of “Financial Centres.” Caribbean Mexico Brazil Argentina Latin America Austria France EUROC Italy United Kingdom Benelux Ireland Switzerland Portugal Spain Scandinavia Egypt Europe, Middle East & Africa Australia Malaysia Japan Hong Kong Taiwan Korea Singapore Thailand Indonesia Asia Pacific & Australia FCE set up in India in 1994 as the consolidation Center for the J/APA region…. .. …. . . . .. . . … .. . . … . . . . .

Financial Center East – the changing role: 

Financial Center East – the changing role Initial Design Support card business Service Local geographies (J/APA) Engage mainly in Transaction Processing and Accounting Present Status Service all AXP businesses Global Service Provider Enlarged scope of activities including reporting and analysis

Slide5: 

1995- First Process migrated 1997 - “Globalization” 1998 - Major process improvement & re-engineering Over the years FCE has grown substantially in scale and moved up the value chain 1999 High end activities The FCE Journey 2001 –Global processor, N2N processing, 1000 employees

FCE – “Headlines”: 

Global Service Organization FCE – “Headlines” End to End responsibility from Capture to Reporting Unmatched scale,scope and spread

Our people make us unique…..: 

Age Profile Gender Diversity Our people make us unique…..

Creating the Place to Be: 

Creating the Place to Be Focus on attracting and retaining talent Strong training focus On the job , including overseas training Leadership skills Quality Management trainee Reward and recognition to discerning employees locally and globally Periodic feedback sessions with supervisor and skip level Best practices shared

Delivering Value to customers: 

Delivering Value to customers Global Center for payables & balance sheet integrity ~12% headcount re engineered each year by process improvement Strong control environment, robust business continuity plans 40% of all ‘Chairman’s Awards for Quality’ in the region Year 2000 88% participation Exceeded expectation of 13% customers

Slide10: 

FCE has achieved great success because of our unique…

Slide11: 

Continuous Improvement Growing and Operating as a business

Slide12: 

Operate like a business People, Process, Technology Service orientation Strong Change Management FCE - only BPO vendor servicing global customers from a low cost location