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Presentation Title Goes Here

Applying Crowdsourcing to Business

Services

Subroto Gupta, Vice President, Social Business and Product Innovation

NYC

September 18, 2013

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Who are we?

Manages 4,500 processes from

simple invoice processing to

complex statistical models

GE spin-off to 60,000+ staff;

Profitable mid-cap; partially

owned by Bain Capital

2

“Factory-like” use of advanced

metrics, data-driven processes,

innovative HR & specialized IT

Genpact provides Business Process & Technology Services to Global 1000 companies

24 Countries

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Crowdsourcing can optimize global supply chain of labor +

Change how businesses operate

3

+

+

Decentralized (and

shared) + Global

+ third party

“industrialized operations” + crowd

Re-engineered

Processes

New Workforce

Management Practices

Cloud based Process

Applications

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Expertise-based tasks

Repeatable, lower volume but clearly scoped

Micro-Tasks

Repeatable, high volume, very narrow scope

Specialized / Freelance Services

Low Volume, flexible scope work; hourly pay

Cost, Efficiency

Cost, Revenue,

Capability Gap

Our objective is to create an alternate, on-demand delivery

model of disruptive value

Quality, Speed,

Revenue

1

2

3

Impact on

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Objectives

Test microsite for UI, UX and bugs

Meet tight launch schedule

5 geographies

1 weekend

10+ scenarios

50+ use cases

On time

110 accepted defects; 24 major

>75% accuracy

Visibility & tracking

90% cheaper

Case Study 1 – Crowd Testing

5

25 Testers

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©

2011

Cop

yrigh

t

Gen

pact.

All

Righ

ts

Rese

rved.

Fast turnaround - 1 week

Local market know-how & language

Beyond web (phone + emails)

100% accuracy on sample check

70% cheaper

Case Study 2 – Secondary Research

Objectives

Identify & classify suppliers across categories in niche geographies

Perform basic due diligence

15 suppliers

x 10 categories

x 10 countries

6

10 Workers

1,500 suppliers

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What did we learn?

Clear alignment to business objectives drives traction

Bottom up identifies the best opportunities

Task specific, best of breed partner approach works best

Technology capability gap exists especially in micro tasks

Realizable benefit < business case on paper

Data security, governance & quality of crowd are key client concerns

7

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We are now looking at more areas

1 MICRO TASKS

EXPERTISE

BASED TASK

SPECIALIST /

FREELANCE ROLES

Secondary research

Learning content

creation

L1 Product /

customer support

Software testing

Niche expertise for

specific projects

2 3

Backlog data

management for HR

Shared Services

Social media

monitoring

In-store data

collection - Using ‘Private’ Crowd i.e. Bench

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Framework for harnessing ‘Collective Intelligence’

Knowledge

aggregation

Decision

making

Problem

solving

Idea

generation

Effective

governance

Employees Clients Suppliers Experts Crowd

Voice Video IM Social Workflow BI Network Analytics

WH

Y

WH

O

HO

W

© 2013 Copyright Genpact. All Rights Reserved. © 2013 Copyright Genpact. All Rights Reserved.

Presentation Title Goes Here

Thank You

subroto.gupta[at]genpact.com @subrotogupta