solutions. people. innovation.1 content transformation in the next decade solutions. people....

Solutions. People. Innovation.1

Content Transformation in the Next Decade

Solutions. People.Innovation.


Global BPO Solutions

Client ProfileMarket Leadership

People Awards & Recognition

• 300+ clients across industry sectors including publishing, healthcare, legal, automotive, electronics, and financial services.

• Fortune 1000 companies, category market leaders, non-profit organizations, and government agencies.

• Leader in KPO and customer support solutions.

• Three decades in the business.

• Owned by an NYSE listed company.

• 14,000+ people in 26 delivery sites across United States, Europe, and Asia (Philippines, India, Vietnam).

• Ranked #1 service provider – print & publishing outsourcing vertical, 2009 Black Book of Outsourcing.

• Non-voice BPO of the year, 2010 ICT awards, Philippines.

SPi Global – A Snapshot


Three Decades in Conversion


Content is King…Once it is Converted


POD

PDF

XML

eBook

PDF

Hardcopy

Application Files

• 30 Million Pages

• 5 years.

20002010

• 25 Million Pages

• 18 months.

Our Experience


Solution

+

People

+

Innovation

Performance = x Execution

The Secret Formula


Increasing Complexity/Cost/TAT

XML Hardcopy

Text Illustrated

Generic Domain Expertise

Metadata Full Text

99.5% 99.995%

Hrs Days

Images *ML

Source Material

Complexity

XML Output

Text Accuracy

TAT

Tables/Math

Enrichment

A Good Plan is Half the Job


Change is the Only Constant

Small Steps Big Leap Small Steps


Case Study

Situation Summary

• Initial digitization initiative involved scanning color images in line-art.

• Tradeoff between image quality and file size (i.e. download times on dialup lines).

• File size was not an issue with the coming of DSL and broadband.

Solution

• Rescanning color images in grayscale and updating the PDF files.

• Key enabler: onsite archive.


Harnessing a Global Resource Pool

• Multi-site, Multi-country approach.

• Seamless Integration.

• Online tracking/reporting tools.


TransactionalProcesses

Judgment Based Processes

ComplexProcesses

valu

eva

lue

complexitycomplexity

Scale Alone is not Enough

Data Techs, Customer Support

Editorial, Analysts

Designers, Engineers

• End to End responsibility of maintaining content for a leading information provider.

• Combination of manual data collection and automated scripts.

• Delivery team made up of data technicians, customer support reps, technical writers, content editors, database designers, conversion engineers etc.


Technology Powers Innovation

Product

Devel

opmen

t Quality

Control

Product

ivity

Impro

vem

ent

Process

Improvem

ent

• 120-member Technology team.

• Innovation Lab.

• Developing custom-built solutions.

• Implementing “off-the-shelf” tools.


Case Study

Situation Summary

Solution

Results

• Project involved XML conversion of images of documents with quick turnaround (4 hrs) and high accuracy.

• Plain OCR did not guarantee accuracy.

• SPi created a customized program that enabled a faster proofing and correction process.

− Characters with low confidence are highlighted.

− Proofing and correction possible on same screen.

• Over 10 Billion characters processed every year.

• Consistently meets TAT and accuracy.


Case Study

Situation Summary

Solution

Results

• Client process involved printing and manually checking the accuracy of page numbering after amendments.

• SPi created a tool that automatically checks the page numbers in the PDF output, using a defined set of complex business rules.

• Improved accuracy and quality.

• Improved productivity by over 40%.


The Next Decade

SOLUTIONSCustomized to meet changing requirements.

PEOPLEWho can execute flawlessly and are willing to go that extra mile.

INNOVATIONIs a part of the culture.


www.spi-global.com

Thank You

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