visayakpo updated business profile
TRANSCRIPT
VISION MISSION VALUES
VISION
MISSION
VALUES
Visaya Knowledge Process Outsourcing Corporation envisions itself tobe a global, multi-industry, service provider set apart by its…
High Quality Core Processes, Conscientious Leadership,Creative Solutions, andUnique Culture
For Increased Profitability that is mutually beneficial with our business partners
INTEGRITY: Customer’s intellectual property and confidentialities QUALITY: Through dedication and excellenceCUSTOMER FOCUS: Through outstanding excellenceINNOVATION: As we invest in people and technologyTEAMWORK: Emphasis is on group strengths
EXECUTIVE TEAM
Butch E. ValenzuelaPresident and Chief Executive OfficerMr. Valenzuela is a graduate of the University of the Philippines with a Bachelor of Arts in Economics and Political Science andhas a Master’s in Business Administration from The Grazadio School of Business and Management, PepperdineUniversity in Malibu, California. He has held positions with Fortune 200 companies as Director of ManagementInformation Systems for FMC Corporation’s Agricultural Chemicals Group Asian Regional Office in Manila and as Director ofStrategic Planning and eBusiness for ITT Industries in Foothill Ranch, California. He was also a Director of Information Systemsand promoted to Financial Controller for Flojet Corporation in Irvine, CA. Currently, he is also a managementconsultant for Providence Enterprises, Ltd., a contract manufacturer in China. In 2013, he was re-elected to the Board ofDirectors of the Contact Center Association of the Philippines, the official organization of contact centers in the Philippines
Maria C. ValenzuelaExecutive Vice-President and TreasurerMs. Valenzuela graduated Cum Laude from the University of Philippines-Diliman in Quezon City, Philippines with a Bachelor’sdegree in Psychology. She has more than 27 years of wholesale mortgage banking experience in the State of California as VicePresident of Operations for Rushmore Mortgage, Vice President of Operations for Kinecta Federal Credit Union, Vice Presidentof Operations for Deutche Bank, Vice President of Operations for Bank of America and Vice President of Operationsfor Countrywide Financial. She also has extensive sales experience in wholesale lending as a Wholesale AccountExecutive for American Gold Mortgage and Wholesale District Manager for Monument Mortgage. Her background alsoincludes personnel management, risk management, managing organizational change, streamlining operations, relationshipbuilding, employee training and maximizing profitability.
3
EXECUTIVE TEAM
Julian Kyle L. ValenzuelaVice President and Chief Operating OfficerMr. Valenzuela is a results-focused executive with proven experience in the contact center and businessprocess outsourcing industry. Consistently fostering profitable growth through the execution of lean projectmanagement strategies to improve business process, reduce costs, and increase efficiency. Mr. Valenzuela isa graduate of the Hilton C. Conrad School of Business Administration at Loyola Marymount University inLos Angeles, CA with a Bachelor of Business Administration in International Business and Management. Inaddition, he previously held positions as the Assistant to the Vice President of Marketing for CNBC Europe NewsNetwork and Coordinator for Cultural Affairs for the Anti-Defamation League in Los Angeles, California. He is alsothe current Chairman for the Procurement Council for CCAP.
John P. OrdonezVice President for Revenue Cycle OperationsMr. Ordonez has over 25 years of experience in healthcare IT and revenue cycle, including project managementskills along with a commitment to excellent customer service. He has managed engagements of largehealthcare organizations with annual cash goals in excess of $600M. He has held Executive ownership of$12M in corporate revenue. Mr. Ordonez specializes in End-to-End Revenue Cycle Transformation,Receivables Management, BPO blended shore models, SME for various health programs, and ClientManagement.
4
5
Marianne L. StephensDirector of Compliance and Technical TrainingMs. Stephens holds a Bachelor’s Degree in Business Administration & Management from the University ofRedlands, and an AS in Health Information Technology. Additionally, Marianne has certifications as an RHIT(Registered Health Information Technician), and CPHQ (Certified Professional in Healthcare Quality). She hasworked as a Health Information Management Consultant, and is currently the Program Director of HealthInformation Technology at a well-known vocational/technical college.
Kristine Marie G. GamillaManager of Client ServicesMs. Gamilla is a graduate of De La Salle - College of Saint Benilde with a Bachelor of Science in BusinessManagement, majoring in Computer Applications. She has previously held positions with E-Telecare GlobalSolutions and Sitel Philippines. Her 10 years in the contact center industry has provided her withexperience in handling Training and Development, Project Management, Process Improvement and ClientDelivery. She has studied Six Sigma Processes, Project Management and Lean Operations through iAcademyPhilippines. In addition, Ms. Gamilla is a proud and active volunteer worker of U! Happy Events, iVolunteerPhilippines and Red Cross Philippines, all of which are NGO’s.
EXECUTIVE TEAM
OUR VALUE PROPOSITION
Less headache and costs for your
operations
Protection of intellectual properties
Management expertise
Customer service orientation to improve your customer’s experience
Always ready to serve your customers anytime Investment in technology
Redundant and reliable technology
Long term partnership and growth
Extension of your business
Adaptability in size
ASSOCIATION AND ACCREDITATION
Visaya Knowledge Process Outsourcing Corporation is fully compliant to thestandards of the Health Insurance Portability and Accountability Act (HIPAA).
We are a proud member of the Healthcare Information ManagementOutsourcing Association of the Philippines (HIMOAP) and the ContactCenter Association of the Philippines (CCAP).
We are duly accredited by the Philippine Economic Zone Authority (PEZA).
7
SERVICE DEPLOYMENT
MANAGED OPERATIONS MODEL
OUTSOURCED SERVICE MODEL
9
VERTICALS
INFORMATION TECHNOLOGYCONSULTING
FINANCE AND ACCOUNTING OUTSOURCING
HEALTH INFORMATION ANAGEMENT
CONTACT CENTER DELIVERY SERVICE
CONTACT CENTER SERVICE DELIVERY
Customer Service
Technical Support
Sales/Sales Order Entry
Fulfillment and 3PL
Telemarketing
Lead Generation
Appointment Setting
Market Research
Data Entry Services
Social Media Support
Voice Services
Email Services
Chat Support
INBOUND SERVICES OUTBOUND SERVICESMULTICHANNEL
SERVICESBACKOFFICE SERVICES
HEALTHCARE INFORMATION MANAGEMENT
Inpatient/Outpatient
Emergency Room
HCC Coding
Physician Office
HEDIS Abstraction
Medical Records Retrieval
Patient Scheduling and Appointment
Reminders Transmission of Claims and Follow
Up Services Charge Entry
Eligibility Verification AFT/ERA Processing
Claims Audit
Rejected Claims Management
CODING SERVICESABSTRACTION AND
RETRIEVAL REVENUE CYCLE MANAGEMENT
FINANCE AND ACCOUNTING OUTSOURCING
Asset and Transactional Processing
Cash Management
Master Data Maintenance
Account Reconciliations and Analysis
A/P Transactional Processing
Vendor Statement Reconciliations
Order Management and Billing
Order-to-Cash Analytics
Collections
Customer Order Inquiries
GENERAL LEDGER ACCOUNTS PAYABLE ACCOUNT RECEIVABLE
IT CONSULTING SERVICES
Data Mining
Business Analytics
.Net Programming and Support
PHP Programming and Support
SQL
Web Development
ABAP Bug Fixing
SAP Forms
ABAP Support
ABAP Custom Programming
DATABASE ANALYTICSPROGRAMMING AND
DEVELOPMENT SAP SUPPORT
COMPANIES SERVED
14
BUSINESS EXCELLENCE FRAMEWORK
Management Operating System (MOS)
Continual Improvement Process(CIP)
Operations Standards and Standardization (OSS)
Creating Operational and Business Efficiencies 15
MANAGEMENT OPERATING SYSTEM
CONTROLCOMMUNICATIONS
MANAGEMENTPERFORMANCE MANAGEMENT
Code of Discipline
Total Quality Management (TQM)
Project Governance Structure
Internal Performance Reporting
External Performance Reporting
Training and Development
Performance Tracking and Improvement
Escalation of Sanctions Guidelines
Career PathingExternal Security Compliance
Internal Risk Assessment and Management
Communications Map
16
CURRENT FACILITIES
Admin Office and Production Site 1
Trafalgar Plaza, 14-A, 105 HV Dela Costa St., Salcedo Village, Makati City, Philippines
Production Site 2
Chatham House Building, 31-A, 116 VARufino St., Salcedo Village, Makati City,Philippines
Production Site 3
SGI Technology Center, Nono Limbaga Dr., Tanjay City, Negros Oriental, Philippines
PEZA accreditedfacilities
2 hour fire rated datacenter
24/7 surveillance andsecurity
Recreational areas
Full back-up generators
Badge access ingress
and egress
GLOBAL FOOTPRINT
CALIFORNIA, USASales and marketing office
GUATEMALAIn Partnership with Avalon• Guatemala stands out in the Central American and in the
Caribbean region for many reasons, such as:• The largest university student population in the region
(over 176,000 students enrolled)• Bilingual human resource with a neutral accent• Abilities acquired in the four variants of modern Spanish• Guatemalan attitude: Customer service.
PHILIPPINES
Makati Central Business District120 Seat capacity
City of ManilaAccess to Shared facility 1,500 seat capacity
Bacolod City, Negros OccidentalPlanned expansion in 2015
Tanjay City, Negros OrientalSituated near the country’s “UniversityTown” of Dumaguete 300 Seat capacity
RURAL BUSINESS PROCESS OUTSOURCING
How Accenture is bringing BPO jobs to PH provincesby Jon Carlos Rodriguez, ABS-CBNnews.com
Posted at 04/29/2014 4:41 PM | Updated as of 04/29/2014 5:18 PM
Accenture senior managing director
Manish Sharma, group chief executive
Michael Salvino and lead Accenture
Delivery Center for Operations in the
Philippines Benedict Hernandez
MANILA, Philippines – Accenture is expected to provide more employment opportunities for Filipinos living in rural areas
under its Rural BPO Program. Under the program, Accenture will tap small business process outsourcing (BPO) companies in
provinces to provide training and employment to the residents. Benedict Hernandez, lead Accenture Delivery Center for
Operations in the Philippines, said the program aims to boost efforts in achieving inclusive growth in the country.
“Rural BPO is all about inclusive growth. It is focused on being able to bring the benefits of its fast growing service to
communities like the first one we launched in Tanjay,” Hernandez told reporters in a press briefing on Tuesday. Accenture has
trained and employed 38 residents of Tanjay, Negros Oriental for its first Rural BPO center, which has been in operation for a
year.
According to Manish Sharma, Accenture’s senior managing director, the Rural BPO program in Tanjay has increased the
average annual household income by 33 percent, from P139,600 to P186,000. Sharma also said that all employees have
been able to open a savings account. Employment opportunities that have opened up in Tanjay because of the program
include jobs in data, tech support, analysts, and voice support.
Hernandez said Accenture is looking to open more BPO centers in rural areas, but the firm has yet to identify specific
locations. He said the program needs requirements such as support from local government, connectivity, competitive talent
pool, and a competent local partner. For its Rural BPO center in Tanjay, Accenture partnered with Visaya Knowledge Process
Outsourcing (VKPO).
Hernandez said Accenture is targeting to fill up the center’s 150 seats. He said bringing BPO centers to rural areas, which can
only provide jobs in agriculture, fishing and education, will benefit not only the residents but the community as well. He noted
that most college graduates from rural areas leave their hometown to work in the city. “What we have done is that we created
those careers in provinces like Tanjay so they don’t have to leave their families,” said Hernandez.
The BPO center in Tanjay is Accenture’s fourth location and its first in the Philippines, with the three others located in India. In
the Philippines, Accenture has a workforce of more than 32,000 employees.