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Solutions. People. Innovation.1
Content Transformation in the Next Decade
Solutions. People.Innovation.
Solutions. People. Innovation.2
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
Solutions. People. Innovation.3
Three Decades in Conversion
Solutions. People. Innovation.4
Content is King…Once it is Converted
Solutions. People. Innovation.5
POD
XML
eBook
Hardcopy
Application Files
• 30 Million Pages
• 5 years.
20002010
• 25 Million Pages
• 18 months.
Our Experience
Solutions. People. Innovation.6
Solution
+
People
+
Innovation
Performance = x Execution
The Secret Formula
Solutions. People. Innovation.7
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
Solutions. People. Innovation.8
Change is the Only Constant
Small Steps Big Leap Small Steps
Solutions. People. Innovation.9
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.
Solutions. People. Innovation.10
Harnessing a Global Resource Pool
• Multi-site, Multi-country approach.
• Seamless Integration.
• Online tracking/reporting tools.
Solutions. People. Innovation.11
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.
Solutions. People. Innovation.12
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.
Solutions. People. Innovation.13
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.
Solutions. People. Innovation.14
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%.
Solutions. People. Innovation.15
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.
Solutions. People. Innovation.16
www.spi-global.com
Thank You