Applying Crowdsourcing to Business Services Presentation Title Goes Here

Subroto Gupta, Vice President, Social Business and Product Innovation NYC September 18, 2013

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Who are We?

Genpact provides Business Process & Technology Services to Global 1000 companies
GE spin-off to 60,000+ staff; Profitable mid-cap; partially owned by Bain Capital Manages 4,500 processes from simple invoice processing to complex statistical models Factory-like use of advanced metrics, data-driven processes, innovative HR & specialized IT

24 Countries
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Crowdsourcing can optimize global supply chain of labor + Change how businesses operate
+

+
Decentralized (and shared) + Global + third party industrialized operations + crowd

Cloud based Process Applications

New Workforce Management Practices

Re-engineered Processes

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Our objective is to create an alternate, on-demand delivery model of disruptive value

Impact on

Micro-Tasks 1 Repeatable, high volume, very narrow scope Expertise-based tasks Repeatable, lower volume but clearly scoped

Cost, Efficiency

Cost, Revenue, Capability Gap

Specialized / Freelance Services 3 Low Volume, flexible scope work; hourly pay

Quality, Speed, Revenue

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Case Study 1 Crowd Testing

Objectives Test microsite for UI, UX and bugs Meet tight launch schedule
On time 110 accepted defects; 24 major

5 geographies 1 weekend 10+ scenarios 50+ use cases 25 Testers

>75% accuracy Visibility & tracking 90% cheaper

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Case Study 2 Secondary Research

Objectives Identify & classify suppliers across categories in niche geographies Perform basic due diligence
Fast turnaround - 1 week Local market know-how & language

15 suppliers x 10 categories x 10 countries 1,500 suppliers

10 Workers

Beyond web (phone + emails) 100% accuracy on sample check 70% cheaper

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2011 Cop

What did we Learn?

Clear alignment to business objectives drives traction Bottom up identifies the best opportunities Task specific, best of breed partner approach works best Technology capability gap exists especially in micro tasks Realizable benefit < business case on paper Data security, governance & quality of crowd are key client concerns

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We are now looking at more areas

1
MICRO TASKS

EXPERTISE BASED TASK

SPECIALIST / FREELANCE ROLES

Backlog data management for HR Shared Services Social media monitoring In-store data collection
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Secondary research Learning content creation L1 Product / customer support Software testing

Niche expertise for specific projects

- Using Private Crowd i.e. Bench

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Framework for harnessing Collective Intelligence

WHY
Knowledge aggregation Decision making Problem solving Idea generation Effective governance

WHO

Employees

Clients

Suppliers

Experts

Crowd

Voice

Video

IM

Social

Workflow

BI

Network Analytics

HOW

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Thank You
Presentation Title Goes Here
subroto.gupta[at]genpact.com @subrotogupta

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