1. An overview from The DDC Group Knowledge Process Outsourcing

2. Outsourcing Benefits  Increased competitiveness and market position  Reduced risk associated with current operations and growth  Improved internal focus on core competencies  Low-cost expansion of capacity and operating hours  Stronger resilience during market downturns

3. Group Overview  Outsourcing group established 1989  Cash-rich with no inward investment  Client base North America and Europe  Primary operations Philippines — 3,500 staff  Multiple industry verticals  Hybrid onshore–offshore solutions  Hybrid technology and manual knowledge- based solutions  www.theddcgroup.com www.theddcgroup.com

4. ATLANTAATLANTA WORKSOPWORKSOP OSS & BRUSSELS SARAJEVOSARAJEVO THE PHILIPPINES Worldwide Locations

5. The DDC Style  Consultation freely given  Services that fit your organization, rather than imposing upon it  Flexible and agile  Friendly, personal communications  Openness

6. Safe & Sound  Commercial confidentiality  Accountability for what you give us and what we deliver back  Adherence to international standards of information security management  Clearance checks on all staff  Secure connection to cloud and traditional networks  Disaster Recovery and Business Continuity arrangements

7. Necessary Evil Time Your Average Expert’s Day? Necessary Evils Lunch Comfort, karma and coffee breaks Raison d’être

8. Necessary Evil Time Your Average Expert’s Day?... with KPO Necessary Evils Comfort, karma and coffee breaks Raison d’être Lunch

9. Knowledge Process Outsourcing

10. Six Steps to KPO Success  Process identification and documentation  Knowledge transfer  Knowledge worker recruitment and training; System set-up  Testing and piloting, leading to live service  Continuous live service under SLA  Innovation and service scope increase

11. The Philippines

13. For Instance: Scholarly Indexing  For a major publishing company: Academic publications since 1999  Client trained teams of medics and engineers  Pre-publication articles analyzed for concepts  Over 250,000 authorized index terms  Three-day turnaround time

14. For Instance: O&G KPO  For a major oilfield services company: Drill Bits — Daily Drilling Reports  Since 2009  Centralized, client-trained team serves global client offices  “Necessary Evil Time” of engineers addressed  Knowledge-based compliance checking, query resolution, information capture and quality assurance  Agreed delivery cycle times  Secure VPN connection to Houston server from Philippines

15.  Interactive Prospect Targeting (IPT) - since 2000  MyOffers.com and QuizFactor.com  Offshore client office: FTE-based, not transaction- based DDC infrastructure, HR, training Manila/Leyte DDC infrastructure, HR, training Manila/Leyte Client direction and supervision Client direction and supervision  Data cleansing, order processing, database maintenance, creative research, software development  Dedicated Centre of Excellence For Instance: Outsourced Office

16. For Instance: Digital Mailroom  Baines & Ernst — a debt management company  Client scans over 100,000 incoming documents a month into its own document management system  Centralized, client-trained team in the Philippines securely accesses the system and classifies the documents into nearly 100 types, triggering the necessary workflows  Cost of classification task and associated management overheads reduced without compromising data quality or timeliness

17.  High-volume document scanning and processing  UPS, Estes, R&L and more — Bills of Lading (BOL)  Centralized, client-trained team in the Philippines serves all terminals nationwide — over 2 million BOLs a month  1 hour BOL compliance checking and capture cycle typical  Problems of high turnover of terminal staff and excessive invoice disputes addressed  Automation solutions being developed to reduce cost more For Instance: FPO in Freight

18.  Financial Services Company – Business Information  UK company accounts analytical capture: 100 graduates  Swedish Finnish French and German  Swedish  Finnish  French and German  Swedish unstructured sources / OCR / Data linkage  All from the Philippines  Establishing the bond of trust  Strategic partnership for rapid growth with quality For Instance: Bond of Trust

19. How The DDC Group Helps  Collaborates on business development  Reduces the cost of processes as an outsourcing provider  Commits to quality and timeliness through a Service Level Agreement  Provides continuous support so that outsourcing remains effective  Supports innovation through technology

20. An overview from The DDC Group Knowledge Process Outsourcing