Client
China Construction Bank (CCB, Hong Kong stock exchange is 0939) is a leading commercial bank in China providing a comprehensive range of commercial banking products and services. In 2005, the CCB launched the global biggest IPO in the year in Hong Kong. The IPO reached 7.7 billion US dollars and it is also the biggest-ever of any Chinese enterprise.
In 2004, CCB, one of the major branch banks of CCB, which owns 30 secondary subsidiaries and more than 300 offices, decided to adopt the latest imaging technology to advance its traction-based documents processing efficiency and management level.
ChallengesThe branch bank has purchased 8 high-speed scanners (Kodak I800 Series and etc.) to assist processing all paper based vouchers, certificates and all kinds of forms produced during everyday transactions. Besides that, they also planed to increase their operation head accounts, by 16 scanning persons and 14 more supplementary data entry persons. If so, it will bring extra human resource costs by USD 160,000. Furthermore, the CCB would face other challenges as below,
Short of data entry expertise, scanning team and the method of management.
The facilities and resources cannot be used sufficiently when the bank doesn’t operate at peak value time.
Imaging and Data Entry Service After the due diligent analysis and assessment, the client found that if they choose outsourcing service, on one hand the cost on extra headcount would be saved, and also on another hand, they can get all their paper work handled by more efficient and more professional service provider. Finally SunSourcing won the one-year contract to provide document imaging service for its professional outsourcing team and vast experience in document imaging service for banking industry. According to the agreement, Sunyard Inc. provided the document imaging service and the associated software / hardware imaging systems and the work field was provided by the bank.
Work Flow Re-Engineering
Combining with the customer’s operation features, the work flow analysts from SunSourcing made analysis on the existing paper documents process flow together with the client staffs, and designed a new workflow to promote the document processing.
Taking over the archives -> archives coordinating -> scanning -> supplementary data entry -> plastic seal -> handing over the archives and storage
Service Process
SunSourcing built up a dedicated outsourcing service team with 30 persons for the bank at within a very short time frame. The members of the service team included:
- 1 account manager - in charge of coordinating and managing work for the entire service process.
- 1 handover administrator - associate with the banks on handing over and taking over the vouchers and the relevant procedure. Also the collected vouchers would be passed to him directly.
- 4 processors - sort the vouchers and take off the vouchers that needn’t to be scanned.
- 8 scanning staff - scan the vouchers. One scanner would be in charge of several bank networks.
- 14 entry staff - supplementary data entry work if OCR missed.
- 2 staff - sort and plastic-seal the original vouchers processed.
All the imaging and entry procedures were completed under the bank’s supervision and within the Sunyard’s strict measures of safety and quality control. Thus ensures the work secrecy and the wholeness of the archives. The turn around requirement for this project was very strict. The imaging results and all documents must be sent back to customer in 8 hours after getting the original vouchers.
The pilot project was kicked off in November 2004 and carried into execution in the beginning of December. The daily quantity of scanning was 110,000 pages and reached 180,000 pages at peak value time. All of the customer’s vouchers and certificates were handled appropriately and the accuracy rate reached 99.995%.
BenefitsCooperating with Sunyard Inc. has brought numerous benefits to the customer.
- Save on cost. Adopting SunSourcing professional Imaging and Entry service, the client doesn’t have to maintain the permanent employees and therefore reduced the overhead cost significantly.
- Run expediently and effectively. If the scan persons and auditors were employed by the bank itself, they would not work their time sufficiently, which would affect the work efficiency. Adopting the outsourcing service provided by Sunyard Inc. made full use of its human resource; completed the task at a full time without extra loss.
- High Productivity. Even though there are 150,000 pages of vouchers at the peak value, Sunyard service team can complete the task at the same day.
- More professional and efficient workflow. With the help of Sunyard, Inc., CCB re-streamlined its workflow to coordinate the workflow of all kinds paper-based transaction documents much more efficiently and accurately.
About SunBizSolution
As the dedicated international BPO subsidiary of Sunyard, Inc., which is one of the largest public offering system service companies in China, SunSourcing is focused on providing a wide range of BPO services to global clients. Our mission is to deliver 100% satisfied services to our clients by ever escalating the value of their businesses and reducing their operation cost.
With about one decade years experience in serving international and domestic clients, SunSourcing has built up its superexcellent global service capabilities based on its sophisticated facilities and best-practice service methodology.
So far, we have employed around 3000 experts and processors working in its 5 offshore data centers and 30 branches distributed in almost all major cities throughout China. And the vertical industries we are serving for have covered Banking, Insurance, Entertainments, Real Estate, Publishing, Education, Governments, etc.
With a customer-focused attitude, desire to understand customer business & identify the right partner for executing the job, we are acting as a one-stop shop for business process outsourcing total solution provider from China.
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