Knowledge Process Outsourcing Ashish Gupta Country Head and

Knowledge Process Outsourcing Ashish Gupta Country Head and COO India-Europe and Outsourcing: How to create a Win-Win Game? IIT Delhi - 24 November 2008 © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

Presentation Plan KPO: An Introduction What KPO means to European Firms ‘KPO Transform’ © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

KPO: A strategic move to manage knowledge cycle from an outsourced location Emerging Client Issues © Shortage of talent pool © Vast talent pool © High set-up costs and higher wages © 20 -30% cost as compared to the rest of the world © 24 X 7 services © Deliveries from multiple time zones © Focus on core competence Solutions Example Global Delivery Platform Slide 3 © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

KPO rapidly following IT and BPO…and gaining Embryonic Growth Mature Call Centers Maturity Engineering Accounting HR Admin Insurance Claims Aging IT Outsourcing © KPO initially lagging IT by 10 yrs; now only 3 -5 yrs © Specialized players emerging © Complexity quickly increasing Tech Support © From captives to third -party KPO Time Slide 4 © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

KPO provides significant and sustainable cost savings > 70 40 - 60 20 - 50 25 - 50 15 - 40 10 - 25 On-shore Near-shore Off-shore Slide 5 © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

KPO spans a spectrum across several domains KPO BPO Synthesized Equities IP Portfolio CRM Reports Research Analytics Claims Processing Global Research Financial Analytics Patent Drafting CRM Database Customer Support Data Acquisition Data Management Patent Searches Customer Support Insurance Consulting I-Banking IP Telecom Under. Writing Slide 6 © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

India will continue to lead with approximately 69% of the global market MARKET SIZE OF KPO INDUSTRY Source: Evalueserve Analysis Slide 7 © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

KPO in India is distributed across many segments Source: Evalueserve Analysis Slide 8 © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

Presentation Plan KPO: An Introduction What KPO means to European Firms ‘KPO Transform’ © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

European Firms have been adopting KPO increasingly, yet cautiously © Preference for near-shoring over off-shoring § Language capabilities § Geographical proximity § Cultural understanding © Key evaluation criteria for choosing a vendor § Quality of services § Domain expertise © Key concerns and how they are addressed § Drop in service quality: Effective service level agreements (SLA) § Loss of control: Proven to be a myth § Security issues: Stringent information security standards (e. g. ISO 27001) Slide 10 © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

Firms across the spectrum can derive competitive advantage through KPO © Focus on core competence Fortune 500 © Process expertise © Advantage of ‘Buy’ over ‘Make’ © 24 X 7 support © Leverage additional resources SME © Cost advantage © Domain and process expertise © Research support Research and Consulting © Peak load absorption © Partnership across the globe © Domain expertise © Cost advantage Slide 11 © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

Case Study: Evalueserve – Your Global Knowledge Partner Evalueserve - KPO company providing custom research worldwide Evalueserve Network and Language Capabilities Evalueserve Value Proposition Quality Global Coverage Cost Effective © Robust research infrastructure Sales Offices & Client Executives Research Centres & Sales Offices © 24 x 5 time-zone coverage © European research center in Romania © 100% customised © Client Executives across Europe © 13, 000+ projects © 50+ language service offerings © Time-zone coverage, multi-location operations © 2, 500+ professionals Slide 12 © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

Presentation Plan KPO: An Introduction What KPO means to European Firms ‘KPO Transform’ © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

‘KPO Transform’: A Program to generate ROI What © ‘KPO Transform’ is a free top-down bottom-up program to identify and implement outsourcing opportunities in high-knowledge areas across the whole business system © Objective: Reduce cost, improve productivity and service, and support growth initiatives in identified areas, within 1 -3 months Business Case © Can save USD 30 k+ (within 1 -3 months) per full-time position identified © Examples of process redesign, consolidation and automation have led to productivity improvements of up to 100% in specific areas © Examples of growth support have generated revenues of several USD million pa for specific new client products Slide 14 © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

KPO Transform: Phases and Objectives Identify Redesign Transition Operate Productivity ROI Service Levels Growth Slide 15 © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

Consolidating KPO opportunities across business system R&D Ops Mark eting Sales After. Sales Support (Strategy, Finance, HR, IT, Legal) Steering Committee Teams India EVS ORC Manager Teams Chile Project Office Teams Rom. • High-potential client team China members • Senior Evalueserve team with consulting experience and operations managers Slide 16 © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential

Thank You… © Evalueserve, 2008. All Rights Reserved - Privileged and Confidential