Mailroom ppt

Mentor: Ms. V Natarajan (Director, Ops) Guide: Mr. Kaushik Dutta (Head BSG)

Reengineering Dispatch and Delivery Process (Mailroom)Exploring Outsourcing Model

Agenda of Presentation

1 Time Lines 2 Project Introduction

3 Basis of outsourcing model 4 Brief discussion on each point

5 Vendor Comparison 6 Conclusion

Presented By: Nitin Dangwal | Section B | 13P094Presented By: Nitin Dangwal | Section B | 13P094

Research using Primary &

Secondary Data

Explore Service Providers with

expertise

Define outsourcing Model

Develop implementation

plan

TimelineTimelineProject PhasesProject Phases

II IIII IIIIII IVIV

Outsource In-house

Typical Org Set up Mailroom

IntroductionIntroduction

Objective of Project: Explore Outsource Model for MailroomObjective of Project: Explore Outsource Model for Mailroom

Vertically Integrated

Manual Process

Mailroom Management

Courier Mgmt

Accounts

Handling

Data Entry

Billing

Primary & Secondary ResearchResearch Papers

on BPRMail room technology

Current practices in Insurance

Industry

Process Benchmarking

Change Management

Digitization, Analytics

Findings

• High level of vertical integration

• High degree of manual operation

• Use of Excel for data keeping

• Manpower dependent process

• No integrated workflow

Findings

• High level of vertical integration

• High degree of manual operation

• Use of Excel for data keeping

• Manpower dependent process

• No integrated workflow

Exploratory ResearchExploratory Research

Research- Secondary Data

Business Process

Reengineering

Changes & Trends in mailroom

Mail room technology

Current practices in Insurance Industry

Combination of both Research using primary & secondary DataCombination of both Research using primary & secondary Data

Research -Primary Data

Meeting with process

owners

Process map of Mail Room

Process maps of

associated process

Linking process &

stakeholders

Findings

• Non core activities should be outsourced

• Handling mailroom operations challenge increases with size

• Move towards digitizing mailroom processes

Findings

• Non core activities should be outsourced

• Handling mailroom operations challenge increases with size

• Move towards digitizing mailroom processes

Important Process, Touch point to customers, Performance Base

Arranging ContactsDeveloping

QuestionnaireTelephonic Interview

Benchmarking Results

Findings

Not Utilizing Technology

Doing NVA Activities

Max Life TATA AIA Reliance DHFL Kotak

Data Recording

Post Status Viewing

Performance measurement

Workflow mgmt SW

Printing

Process BenchmarkingProcess Benchmarking

Benchmarking MatrixBenchmarking MatrixAviva

Not Best in Class Process

UnIntegrated Work Flow

FindingsFindings

How our Mailroom Process compares with the competitorsHow our Mailroom Process compares with the competitors

At par

Best

Behind

Manpower Dependent

No tracking of performance

Outsourcing AdvantageOutsourcing Advantage

• Real Time Status Tracking

• Cost control through billing reports

• Tracks vendor performance, rates and delivery

time, Rating to compare courier performance

• Department wise cost management

• Productivity monitoring & management

• Proof of delivery

Features of Outsourced Mailroom

Need for Change

Centralized Mail Management

Automated Workflow

Manpower Staffing, training

& Mgmt

Integration with existing system

•Reduced Logistic Cost

•Reduced RTO

•High RTO Redispatch

•Reduced complaints

Benefit of Outsourcing

Market Exploration for VendorsMarket Exploration for Vendors

Vendor Websites Industry News References Local & International

Steps FollowedSteps Followed

Local Vendors – With prior experience/customers International with Indian Presence

9 Vendors Contacted 3 from USA & UK 2 were dropped

Vendor Exploration

Methodology

Filtering

Requirement Explanation

Mail Communication RFP Development On Site Meeting

Avon SolutionsAvon Solutions Mega CaliberMega Caliber TGHTGH NestienNestien DatamarkDatamark DdcosDdcos Outsourcing Service ProOutsourcing Service Pro

Basis for process Reengineering

Monitor & ControlInformation

SystemsProven Business

ProcessesFlexible Systems Cost Advantage

Competitive Advantage

No special Expertise

Repetitive in nature

Standardized operations

Can distract from core process

focus time and talent on your core competenciesfocus time and talent on your core competencies

No investing in fixed costs equipment or facilitiesNo investing in fixed costs equipment or facilities

Focus on improving mailroom performance.Focus on improving mailroom performance.

Manpower outsource

Courier Management

Can distract from core process

Bill Tallying, data entry

Monitor & ControlInformation

Systems

Proven Business

Processes

Flexible Systems

Cost Advantage


Outsourcing GuidelineOutsourcing Guideline

Process OutsourcingProcess Outsourcing

Features of MailroomFeatures of Mailroom

High

High

Low

Low Strategic importance

Pro

cess

C

om

ple

xity

1

2 3

4

Commodity

Specialized Knowledge Intensive

Standardized

outsource Retain in house

Outsource/Automate Process Improvement

One Click Analysis Standardization Work Flow

Non Core ProcessInformation

Systems

Proven Business

Processes

Flexible Systems

Cost Advantage


Vertically Integrated

Manual Process

Manual measurem

ents

Accounts

Handling

Excel Dependent

No advance analysis

Bill tallyingBill tallying

Zone wise report generationZone wise report generation

Courier performanceCourier performance

Dept wise costingDept wise costing

13/20 steps involve excel

Data sorting, filtering –inefficient

Reduced productivity

Features of MailroomFeatures of Mailroom



Systems

Proven Business

Processes

Flexible Systems

Cost Advantage


Benchmark existing

processes

Processes within the industry

Quick implementation

Selected vendors similar work experience

Higher rating -similarity of environment

System should be Plug & Play

Players like Max Life, Reliance are already using outsourcing model

The vendors like Mega Caliber, Nestien, Avon are providing such solutions

The outsourcing model comprises of following:

Onsite office spare provided with Aviva with other consumables

100% manpower management by vendor

A proprietary mail management would be installed by vendor


Flexible system

Provision for expansion

Can utilize past data to make quarterly/monthly manpower plan

In future other departments like Branch office, NB & others can be included


Systems

Proven Business

Processes

Flexible Systems

Cost Advantage




Systems

Proven Business

Processes

Flexible Systems

Cost Advantage


-

50

100

150

200

250

300

350

400

450

Nov '13 Dec '13 Jan '14 Feb '14 Mar '14 April '14

Nu

mb

er o

f M

ails

Month

Monthly Volumes (in '000)

Total Mails Mailroom mails

Mailroom22%

vendor78%

Mail Volume Distribution

(1)

1

3

5

7

Nov '13 Dec '13 Jan '14 Feb '14 Mar '14 April '14

Daily Volumes (in '000)

Series1 Series2



Systems

Proven Business

Processes

Flexible Systems

Cost Advantage


Average Document Volumes

Mailroom + Vendor (monthly): 295,968Mailroom (monthly): 64,884

Existing (In-house)

Staff: 8Productivity: 250

Proposed (Outsourced)

Staff: 4Productivity: 500

Estimated Cost Savings

Manpower reduction that can be achieved is to the tune of 50%Yearly cost savings: 6-8 lacs per year



Systems

Proven Business

Processes

Flexible Systems

Cost Advantage


Average Document Volumes

Consistency in maintaining dispatch TAT

Reduction in logistics costs

Bringing down RTO cases

Reduction in Dispatch related customer complaints

Improvement in 7 Day courier updation

Improvement in RTO redispatch

Estimated Cost Savings

Robust Process

Lean Process

Reduced Rework

Satisfied Customer

Better Process Control

Quick Reaction


Scope of WorkScope of Work

Reengineer existing mailroom process

Mail Information System Planning

Mail Information System Trials, Proving

Mail Room Management (Inbound & Outbound)

Courier Services Management

Branch dispatch & delivery management

Manpower Staffing & Training

Complaints & Query Handling

Account & Dashboard Management

ControllingReal Time Data

UpdationReport Generation

No Manual Operations

Performance Measurement

Facility

Utility

Working Space

Stamps, stationary

Systems for working

MIS Installation & Mgmt

Dashboard

MIS Reports

Vendor Performance Reports

Billing Reports

VendorVendor AvivaAviva

DeliverablesDeliverables

Vendor ComparisonVendor Comparison

Avon Solutions

Avon Solutions

Mega CaliberMega

CaliberTGHTGH NestienNestien DatamarkDatamark DdcosDdcos Outsourcing

ServiceOutsourcing

Service

Work Experience in similar sector

Clientele List

Proximity of Work Location

Workflow mgmt SW

Clarity in presentation

2 1 3

Thank YouThank You

Documents

Mailroom ppt