CONFIDENTIAL

1
Business Process Outsourcing
CONFIDENTIAL
2
Accounts Payable
Accounts Receivable
Credit & Collection
ERP Maintenance
Fixed Assets
Reconciliation
Travel & Expense
Invoicing
Payroll Processing
Purchasing
Financial Services
BPO Range of Services
CONFIDENTIAL
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Financial Services
Journal Entry Processing
Asset Management
Project Accounting
Monthend jobs viz.
Assessments etc.
Bank and Account
Reconciliation
Support FSS-US for Internal
/ Corporate Audit queries
General Accounting Accounts Payable
Invoice Processing
Vendor Master Mtc.
Monthend Accruals
Handling customer queries
Partner with customers for
end to end Process
Improvement initiatives
Fraud check of new
customers
Managing Collections
Liasoning with Billings,
Market Representatives
& Collection Agencies
Handling customer
queries/ issues
Providing Credit
Reference of Customers
Accounts Receivables
Financial services offered
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(Raw materials, utilities,
maintenance, telephones,
consulting, legal, etc.)
Vendor payments
Vendor and customer
calls/emails
Voiding checks
aged > 6 months
Outstanding check clean up
Vendors
(Travel, entertainment
expense validation, advance
adjustments and accounting
Travel & Entertainment
Moving Expenses
Reimbursements
Garnishments, taxes,
family support, etc.
Processing salary deductions
Processing state taxes
and other local levies
Employees
Invoice processing
Adding / deleting / editing
vendor details on SAP
Vendor master maintenance
Accruals
Management reporting
Month end close
Accounts Payable
AP - Activities
CONFIDENTIAL
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Download images to IXOS
server
Screening
Parking and posting of invoices
Receive mail Imaging
SAP check
run
Despatch
checks
Done in India
Sample Work Flow Payables
CONFIDENTIAL
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In time processing of invoices with/without
discount terms
98.5
99
99.5
100
Actual % 100 100 100 100 100
Target % 99 99 99 99 99
Qtr-1 '01 Qtr-2 '01 Qtr-3 '01 Qtr-4 '01
Monthly Avg-
01
Vendor master adds/changescompleted
within 48 Hrs.
98.5
99
99.5
100
Actual % 100 100 100 100 100
Target % 99 99 99 99 99
Qtr-1 '01 Qtr-2 '01 Qtr-3 '01 Qtr-4 '01
Monthly Avg-
01
Quality Error free processing
98.5
99
99.5
100
Actual % 99.9 99.9 99.9 100 99.9
Target % 99 99 99 99 99
Qtr-1 '01 Qtr-2 '01 Qtr-3 '01 Qtr-4 '01
Monthly Avg-
01
Rush files processed same business day
98.5
99
99.5
100
Actual % 100 100 100 100 100
Target % 99 99 99 99 99
Qtr-1 '01 Qtr-2 '01 Qtr-3 '01 Qtr-4 '01
Monthly Avg-
01
Accounts Payable
Key Performance Indicators
CONFIDENTIAL
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Manual
Automated
Process journal and bank entries
Classification of asset
Alloting tag (identification) numbers
Create fixed asset master
Transfers, scrap, sale etc.
Maintain fixed assets sub-ledger
Posting payroll costs to cost centre
Payroll accounting
Bank accounts
General ledger accounts
Accounts reconciliation
Balance sheet review and analysis
Payroll & other accruals
Depreciation
Fixed assets roll forward schedule
Month end closing
Financial
Create master record
Maintain reporting levels of cost centers
Create and maintain cost centers
Work breakdown structure for
cost tracking
Create and maintain project accounts
Create new general ledger accounts
Create and maintain chart of accounts
Settling project costs to cost centers
Re-allocating & distributing costs
Month End closing
Controlership
General Accounting
General Accounting - Activities
CONFIDENTIAL
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General Accounting
Key Performance Indicators
Month close cycle completed as per
schedule
98.5
99
99.5
100
Actual (Days) 100 100 100 100 100
Target (Days) 100 100 100 100 100
Qtr-1 '01 Qtr-2 '01 Qtr-3 '01 Qtr-4 '01
Monthly Avg-
01
Fixed asset/project transactions processed
within 72 Hrs.
98.5
99
99.5
100
Actual % 99.7 100 100 100 100
Target % 99 99 99 99 99
Qtr-1 '01 Qtr-2 '01 Qtr-3 '01 Qtr-4 '01
Monthly Avg-
01
Journal Entry transactions entered
within 24 Hrs.
98.5
99
99.5
100
Actual % 99.4 100 100 100 100
Target % 99 99 99 99 99
Qtr-1 '01 Qtr-2 '01 Qtr-3 '01 Qtr-4 '01
Monthly Avg-
01
Critical data entered fields error free
98.5
99
99.5
100
Actual % 100 100 100 100 100
Target % 99 99 99 99 99
Qtr-1 '01 Qtr-2 '01 Qtr-3 '01 Qtr-4 '01
Monthly Avg-
01
CONFIDENTIAL
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Enquiry calls
Collection calls
Research accounts
Financial Institutions
Enquiry calls
Collection calls
Credit approvals
Research accounts
Business Forms
Call Center
Data processing
Research accounts
Business Forms
Data processing
Research accounts
Financial Institutions
Operations
Back-End
Accounts Receivables
More Details
Account Receivables - Activities
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Co-ordinating with Billings, Sales, etc. to resolve disputes
and manage customer accounts
Answer customer queries
Customer Services
Reminder notices and soft collections calls
Collection
Collections
Monitor accounts, resolve disputes and account for write-offs
Collection agency
Verification of new accounts using internal and external
databases, reference checks with banks, mock calls to the customer
Fraud Prevention
Collection on cases where customers have filed for bankruptcy
Bankruptcy follow-ups
Credit & Fraud
Applying payments, issuing refunds, credit adjustments,
customer master record update, interface exception
processing and write offs
Operations
Accounts Receivables
Account Receivables - Activities
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Trade accounts receivable outstanding > 60 Days
1
1.5
2
Actual '01 1.7 1.6 1.4 1.2
Target 1.9 1.9 1.9 1.9
Qtr-1 Qtr-2 Qtr-3 Qtr-4
AR $ forwarded to collection agency
100
200
300
400
500
600
700
800
900
1000
Actual '01 947 732 774 521
Qtr-1 '01 Qtr-2 '01 Qtr-3 '01 Qtr-4 '01
Trade accounts receivable outstanding > 60 days
1
1.5
2
2.5
3
3.5
4
Actual '01 3.7 2.8 2.7 1.3
Target 3.5 3.5 3.5 3.5
Qtr-1 '01 Qtr-2 '01 Qtr-3 '01 Qtr-4 '01
Business Services
Financial Services
Accounts Receivable
Key Performance Indicators
Fig. in $ M
Fig. in $ M
Fig. in $ K
Trade accounts receivable outstanding > 60 days
7
8
9
10
11
12
13
Actual '01 12.17 9.05 9.89 10.03 9.41 7.93
Jul Aug Sep Oct Nov Dec
Fig. in $ M
DELUXE E-Funds
35% reduction
during the year
24% reduction
during the year
43% reduction
during the
year
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Reduced month end close processing time by 40% (i.e. from 5 days to 3 days.)
Center of Excellence created for Reconciliation process. Back log of 27,000
reconciliation items cleaned within 3 months with nil write off.
Multiple Skilled Staff Developed backups for all critical processes.
Desk Instructions - Set up and updated regularly for all processes.
Quality Improvement Projects - Initiated 10 projects based on 6 sigma quality
methodology.
Major reduction in receivables during the year 2001:
Financial Services outstanding reduced by 24%.
Business Services outstanding reduced by 43%.
Financial Services - Highlights
CONFIDENTIAL
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SSD
Queue
Pull the Sub
case
Call Advisors /Clients
for Requirements
Needed
Document Notes
on SSD
Requirements Met
Close the
Sub case
Process flow Bat Nigo
Close the Case
CONFIDENTIAL
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Scanned Images recd. at
EFUNDS
FP
Queue
Channel
I
n
f
o
r
m
a
t
i
o
n

M
i
s
s
i
n
g

Callout Queue
Advisor

Financial Plan
Acct Set-up
Process flow Financial Plan
COMPLETE
CONFIDENTIAL
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Scanned Images recvd
at EFUNDS
Channel
Problem Queue
Processed at
Client End

Updation of
Group Bills
per
instructions

GB Queue
Direct
Process flow Group Bill
COMPLETE
CONFIDENTIAL
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Scanned Images recvd
at EFUNDS
Enrollment Queue
Channel
Client(Employer)
Quick Enrollment Queue
Address Queue
Beneficiary Queue
Pending Queue
Processed at
Client End
Updation of
System with
the Indicative
Information of
Participants.
Process Flow RSO
COMPLETE
CONFIDENTIAL
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90
92
94
96
98
100
Act 98.53 99.37 97.8 98 98.1 98.6 98.2 98.6
Std 99 99 99 99 99 99 99 99
May June Jul y
Augus
t
Septe
mber
Octob
er
Novem
ber
Decem
ber
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
10,000
Vol umes 3,604 5,040 5,041 3,921 5,843 7859 6148 8677
May June Jul y
Augus
t
Septe
mber
Octob
er
Nove
mber
Dece
mber
Productivity Accuracy
Turn Around Time met 100 % !!!
Brokerage New Business
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90
92
94
96
98
100
Act 99.7 99.6 100 100 99.7 99.8 99.9 100
Std 99 99 99 99 99 99 99 99
May June Jul y
Augus
t
Septe
mber
Octob
er
Novem
ber
Decem
ber
0
500
1,000
1,500
2,000
2,500
3,000
3,500
4,000
4,500
Vol umes 3,862 4,012 3,047 3,254 3,146 2369 3178 2829
May June Jul y
Augus
t
Septe
mber
Octob
er
Nove
mber
Dece
mber
Productivity Accuracy
Turn Around Time met 100 % !!!
MF Case Admin
CONFIDENTIAL
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Business A/c Transfer Not in Good Order
90
92
94
96
98
100
Act 99.8 100 100 99.5 100 99.2 99.6 99.8
Std 98 98 98 98 98 98 98 98
May June Jul y
Augus
t
Septe
mber
Octob
er
Novem
ber
Decem
ber
0
500
1,000
1,500
2,000
2,500
3,000
Vol umes 2,557 1,457 2,139 1,801 1,372 1616 1289 1859
May June Jul y
Augus
t
Septe
mber
Octob
er
Nove
mber
Dece
mber
Productivity Accuracy
Turn Around Time met 100 % !!!
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Non Acat
90
92
94
96
98
100
Act 99.4 99.64 99.9 100
Std 99 99 99 99
May June Jul y
Augus
t
Septe
mber
Octob
er
Novem
ber
Decem
ber
0
500
1,000
1,500
2,000
2,500
3,000
3,500
Vol umes 803 2840 3074 2960
May June Jul y
Augus
t
Septe
mber
Octob
er
Nove
mber
Dece
mber
Productivity Accuracy
Volumes
for 1
Week
Turn Around Time met 100 % !!!
CONFIDENTIAL
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90
92
94
96
98
100
Act 100 99.7 100 99.8
Std 99 99 99 99
May June Jul y
Augus
t
Septe
mber
Octob
er
Novem
ber
Decem
ber
0
200
400
600
800
1,000
1,200
1,400
1,600
Vol umes 614 1093 1173 1457
May June Jul y
Augus
t
Septe
mber
Octob
er
Nove
mber
Dece
mber
Productivity Accuracy
Volumes for
1 Week
Turn Around Time met 100 % !!!
Life & Annuity
CONFIDENTIAL
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Infrastructure Gurgaon Facility
Premises 60,000 sq ft spread over 3 floors.
Furnished office space which is unoccupied/unmanned 14000 sq.ft.- 261 seats
Furnished office space which is occupied and functional/operational 32000 sq. ft.
- 375 seats
Unfurnished/unoccupied to be used for office space 14000 sq. ft.
Total power redundancy
- 500 KVA x 2 & 250 KVA x 2 auto synchronized Diesel Gen Sets
- 160 KVA x 3 UPS + 25kva UPS for data center
3 training rooms, including 2 CBT rooms
Fiber-optic/ Radio modem/ F1 VSAT connectivity
Fire Alarm, Extinguishers, Smoke detectors, Access control system,
Rodent repellant system, FM 200 gas separation system for Data
Center
ISDN / PSTN connectivity
CONFIDENTIAL
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Cisco Routers with Firewall Feature Sets (FFS)
Context Based Access Control (CBAC)
Perimeter Intrusion Detection (59 signatures)
Enhanced Access Control Lists (ACLs)
Cisco PIX Firewalls
Statefull Inspection
Perimeter Intrusion Detection (51 signatures)
Cisco Intrusion Detection System (Net Ranger)
Passive Intrusion Detection (331 signatures)
Cisco Secure Policy Manager (CSPM)
Cross-Platform Security Management
Cisco Security Scanner (Net Sonar)
Network Security Scanner/Audit Software
Business Continuity Plan