May 13, 2015 Moving from transactional service provider to end to end process transformation: Making the shift June 10, 2009 PUBLIC Rahul Singh CEO & MD,TCS e-Serve Ltd Head, TCS BFS BPO

May 13, 2015TCS Public2  Industry Trends  Buyer Behavior  Need for Transformation  Transformation – TCS BPO case study Content

May 13, 2015TCS Public 3 Industry Trends Source: 2008 EquaTerra Growth and innovation have joined cost management as strategic imperatives for outsourcing.. Output based

May 13, 2015TCS Public 4 Buyer Behavior Long-Term Business Pressures Drive More Outsourcing

May 13, 2015TCS Public 5 Need for Transformation Savings from low labour cost Quality improvements Speed & flexibility Productivity improvement Delivery innovation Total Savings from offshoring x 0.3 x 0.2 x 0.5 x 3 – 6 x 5 – 8 x Potential 5 – 8 X benefit Nasscom Mckinsey report 2005 Cost advantage beyond labor cost can be realized  Alignment of Vision & Strategies  Service Provider Expertise  End-to-end Services  Long-term competitive advantage

May 13, 2015TCS Public6 Transactional BPO vs. Transformational BPO TransactionalTransformational Labor Arbitrage Isolates - Some Degree Of Control Executes Legacy Business Processes Cost benefits at per-head / business process level Reduces Non Core Business Functions - Release Of Capital Output/Effectiveness Delivery Confidence-Manages Risk Modern Business Re-Alignment, Technology & Services Strategic Cost & Competitive advantages Business Transformed - Sustained Savings & Sustained Value Operations/Technology FocusBusiness Focus – Business Driven TacticalStrategic Vendor Supplier RelationshipCustomer Extension

May 13, 2015TCS Public 7 BPO Transformation – TCS BPO Case Study  Servicing Corporate, Consumer, Securities & Wealth Mgmt Products  Operations in 140 Countries million customers.  Multi  Country, Currency, Collection, Clearing modes  Mass Payment Platform / New Product launch.  Solution involved Platform & Process Design, Systems Specs/UAT, Delivery readiness, Go Live.  Expected benefit of $60M for Client  Providing complex analytical tools & unique market insights  100+ countries, Applications, 750+ products, 40%+ manual work, 40+ languages  Erosion of market share by nimbler & cost efficient competitors.  TCS Solution around BPO/KPO, IT & IS Outsourcing  Solution involved unified reference process, Globalization of Finance & HR, transformation-technology enabled products  Expected savings over $135M through process improvements, etc. Global Bank Global Market Research Powerhouse  Full Services Play  Innovative Pricing Models  End-to-end Offerings  Platforms  Re-engineering Solutions  And many more…. Levers of Transformation

May 13, 2015 Thank You