Technology in BPOITes Where are we

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Technology in BPO/ITes Where are we??
Systems Lifecycle Private Limited
Plot 59, Sector 6 Manesar Gurgaon

• C-3 Defense colony, New Delhi.
• Website www.slcltd.com
• Tel [phone]

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Why SLC?

• We are a software development and consulting firm
  and we are 5 years old.
• Our strength lies in building software from
  conceptualization and implement the developed
  System and support it throughout its lifecycle.
  We specialize in the entire Software development
  Lifecycle process. This strength comes from our
  collective ability acquired over years of
  experience. Hence our organization is called
  Systems Lifecycle.
• We will be with our customers throughout the
  Systems Lifecycle.
• Visit www.slcltd.com for more information

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Customers
GemAlto
Siemens
2002
Reliance
HighBand
IdeaFarms
UNO
Mphasis
2003
Pipava Railway
SmartTrust
SA Telkom
DLF
2004
Triune
IsoCore
Onicra
Isense
Riar Inc
Apollo
Microsoft
EasyBill
MedSource
2005
Xerox
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Technology and BPO / ITES

• Working towards higher efficiency, greater
  confidence and better security

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Building Blocks
Internal Systems
Governance
Value Creation
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Information Security

• Are you sure that your customer information stays
  confidential in your organisation?
• Are you sure that your customers information is
  not stolen from your organisation?
• Are you sure that only authorised personnel
  access the relevant data?
• Do you track the logs of access control?
• Do you get alerts when something is amiss as far
  as data access is concerned?
• Is there a voice encryption in place?

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Basic Building Blocks Information Security

• Authentication
• User name / password, biometrics, Smart Cards,
  eTokens for Web Authorisation, Soft Tokens.
• Authorization / Access Control
• Operating System (AD), AD Group policies, Custom
  Applications, Firewalls, Network Segments
• Encryption - Database / Network
• Encrypted Data Storage, SSL (HTTPS), VPNs, Hard
  Disk Encryption
• Monitoring / Audit Tails / Logs
• Intrusion Detection System, Firewall Logs,
  Network Sniffers, Anti Virus, Personal Firewalls,
  Application Logs, Active Directory Logs

SNMP Manager, Microsoft, NIC
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Mobile work force

• A more mobile work force requires new levels of
  security and security administration. Remote
  access to confidential company information forces
  new and improved security practices and more
  management effort. Third Party auditors, as well
  as internal audit staff, have required additional
  levels of data security and frequent password
  identity changes to protect the integrity of
  company and competitive confidential information.

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Knowledge Base

• Do you build a knowledge base of the information
  captured?
• Is the captured information reused to train new
  comers?
• Is the gathered knowledge retained in the
  organisation when an employee exits?
• In a call-center environment, is de-dup done
  before providing data for the agents to call?
• Do you do voice analysis to automatically flag
  upset customers?

De-dup, tracking F words, angry tones
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Knowledge Base

• Knowledge Base
• Create Permanent Knowledge
• Share Knowledge
• Retain People Knowledge
• Protect Information Leakage

Every bank is making a fool of itself
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Business Continuity

• Is a business continuity plan in place?
• Are there backup voice/data line connecting
  locations?
• Are the disks, routers, power systems and
  operating location mirrored?
• Are the backups stored in a completely different
  location, miles away?
• Is the server location completely secured from
  unauthorised access?
• Is their a backup plan for employee exits?

Downtime, process breakdown
A call center was down in Gurgaon for three days
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The future

• The type of activities offshored will continue to
  move up the value chain from basic services to
  more complex knowledge services which will
  include risk modelling, data mining, actuarial
  services and audit. They will also include more
  technologically sophisticated services such as
  the provision of radiology interpretation
  services to American.European hospitals from
  Indian Doctors, outsourcing of financial and
  equity research by investment banks and RD
  services by large pharmaceutical companies.
• One of the challenges will be risk
  diversification. Today, different processes are
  outsourced to different locations to diversify
  risks and this results in disaggregating the
  end-to-end process. Soon, the entire process will
  be migratated to offshore locations. This can be
  possible only is service excellence is achieved
  and a key factor is technology.

It is not the big 10. It is the rest....
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Compliance

• You will face two challenges when sorting through
  the entanglement of business processes and
  technology.
• The first is how to ensure that your IT systems
  are compliant with Sarbanes-Oxley. The only
  technology category that the law mentions
  specifically is "electronic communications," yet
  we know that financial accounting systems,
  enterprise resource planning (ERP), general
  ledger and supply chain management systems will
  all be subject to the regulation. Which other
  systems will be scrutinized by the regulators and
  will new ones need to be put in place to comply?
• A key issue would be governance of the processes.
  Only this will increase productivity and maximise
  savings. Compliance with regulatory compliance
  such as the 2002 Sarbanes-Oxley Act will become
  mandatory. Enormous compliance responsibility
  will fall in the technology area. It will become
  increasingly important for the management to
  demonstrate that the enterprise has the necessary
  assurance mechanisms in place to monitor and
  mitigate potential risks in its management of
  processes.

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Internal Systems

• Focus is on the business process
• Internal system pretty weak
• Strong internal system will enhance the quality
  of services provided

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Contact

• Hari Balasubramanian
• Systems Lifecycle private Limited
• H.bala_at_slcltd.com
• 9810100108
• www.slcltd.com

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Basic Building Blocks

• Information Security
• Confidentiality of Customer Information
• Protection Against Information Theft
• Protection against Misuse of Information
• Proper Access Control
• Knowledge Base
• Build Knowledge base of Information Captured
• Knowledge Reuse to train new comers
• Retain Knowledge (High Employee Turnover)
• Reduce Spilling of information On BPO may be
  serving many customers of similar business
• Business Continuity
• Ensure availability of online resource
  (bandwidth, data etc.)
• Ensure availability of other resources (people,
  PC, place etc.)
• Online Connectivity
• High speed connectivity, IPLC Links, VPNs
• Access to customer premises
• Potentials of Network Technology (IP Telephony,
  Video Conf., MPLS VPNs etc.)
• Operation Cost
• Keep the costs of operations as low as possible