Delphi Spot Sec 2014
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The document summarizes Team Analytics' work in 2014 and plans for 2015. In 2014, Team Analytics promoted the use of analytics over generic management information systems (MIS) and helped set up an Analytics Center of Excellence. They created "Mission V" to use advanced analytics for key projects. In 2015, Team Analytics plans to expand into big data analytics and emerging technologies like SCRUM, LAMP and SAAS. They will continue building analytical solutions and helping clients realize value from analytics.
Delphi Spot Sec 2014
- 1. Team Analytics | Sutherland Global Services | December 2014 Volume 1 : Issue 2 Delphi SpotMonthly Analytics Newsletter Your guidepost for value transformation with analytics In 2013, Sutherland instituted Analytics Platforms & Productized Solution (APPS) to embark on a visionary journey to build Platform based Analytical Solutions. The APPS team built Cross Utility Scoring Platform (XUSP) and happy to be recognised as Top 7 Global Analytical Initiative by Everest Group in the same year. In 2014, the Team Analytics created an awareness campaign to move away from generic MIS and substitute with analytics driven strategies to provide transformational value for our BPO engagements. Our Platform XUSP is helping to embed analytics as a key DNA component across our offerings. Besides creating function specific teams across Analytics, we are happy to set up Analytics Centre of Excellence, Innovation Theatre, SMAC Support and Visual Analytics. During the last quarter of 2014, the Team Analytics created Mission V to address key projects with advanced analytics to change the way we historically look at the trends and patterns. We have moved away from generic MIS and delivering new perspective to impact and drive KPIs towards excellence. Our Mission V’s strategic focus is bringing in “Predictive as against Descriptive”. In 2015, we are stepping up our analytical aggression with emerging technologies and happy to announce our roll-out in Big Data Analytics. Our guidelines are to Keep in pace with emerging technology besides making it Inter Operable among disruptive technologies. We are excited to share our shape of things to come which are to be primarily driven by SCRUM, LAMP and SAAS. Wishing you all a Merry Christmas & a Happy New Year! By Team Analytics Social Media – The Emergence of a new Estate! Every day, the digital world creates 2.3 zettabytes (2.3x1021) of data and on top of it, 90% of the data in the world today has been created in the last two years alone. About 75% of data is unstructured, coming from sources such as text, voice and video. This is the era of Social Media. Despite the vast potential social media brings, many companies think of social media primarily as a one-way promotional channel, and have yet to capitalize on the ability to not only listen to, but analyze consumer conversations and turn them into insights helping them take informed business decisions impacting the bottom line. A recent survey conducted by Harvard Business Review Analytics Services in which 2100 top companies of the world participated gives some staggering insights: 75% of the companies in the survey said they did not know where their most valuable customers were talking about them. 31% do not measure effectiveness of social media. 23% are using social media analytic tools. 7% of participating companies are able to integrate social media into their marketing activities. With so much user-generated unstructured data available in real time, brands and marketers face a challenge: How do we make the most of this prodigious social activity? How do we reliably analyze the sentiment of our customers, become more effective in our brand positioning, and engage customers to encourage brand promotion and eventually more sales. Team Analytics from Sutherland brings to you our year end edition of our monthly newsletter Delphi Spot focusing on this new paradigm. December 2014 Volume 1- Issue 2 : Delphi Spot – Monthly Analytics Newsletter Sutherland Global Services 1 Stepping into 2015 with innovative analytics
- 2. December 2014 Volume 1- Issue 2 : Delphi Spot – Monthly Analytics Newsletter Sutherland Global Services 2 Team Analytics is a technical pool comprising Data Scientists, Subject Matter Experts, Data Mart Architects, Software Engineers, Strategist, and Operation Researchers. Few of our state of analytics work as exhibits are furnished below. Our client is a non-profit health system in the United States operating more than 20 hospitals wants to identify the driving factors of patient satisfaction based on three different survey results, HCAHPS, CGCAHPS and Ticker( External market research organization). They also want to text mine the open ended comments provided by regular and re-admitted patients. This will help client to drill down the issues behind low satisfaction and increase Net Promoter Score by improving specific areas of concern Goals • Identify the Key drivers of satisfaction based on three different survey results • Detailed reports to drill down to the areas of concern • Text mining Patient comments Approach • Run statistical analysis using Recommendation as the target variable – Separate models for separate surveys • Identify key drivers of satisfaction • Perform Factor Analysis followed by Ordinal Logistic Regression model to understand key drivers impacting Satisfaction • Provide detailed reports on significant drivers of satisfaction Exhibit - 1 For a Logistic client handling international express mail service, we are helping them to improve collection by providing customer segmentation and recommending the treatment strategy. Solution Showcase - Patient Satisfaction – Survey Analytics Exhibit - 2 One of our Multinational computer technology client deals with Sales &, Service worldwide. We deploy analytics to identify opportunities in reducing repeat dispatch by predictive model to track key drivers of repeat dispatch. Exhibit - 3 U.S. based Postal service client competes with global leaders in Courier Service. We support their BPO needs besides enhancing their revenue by up sell and cross sell. We enrich their campaign data with propensity models of hot leads by embedding analytics driven targeted campaigns. Results • Three Models help to pinpoint key drivers to address among 48 attributes and thereby help to have a focussed solution • Communication and Staff behaviour turn out to be the key drivers of satisfaction, People who were clearly communicated about the cost and insurance facilities, on the medications they are given, who has been communicated clearly and treated with respect by Doctors, nurses and clerks were more satisfied with hospital services Sutherland identified analytically driven key significant drivers of satisfaction. We applied Factor Analysis followed by Ordinal Logistic Regression model to understand key drivers impacting Satisfaction Exhibit - 4 Team Analytics deploys Cross Utility Scoring Platform (XUSP) for its client who leads in Logistics & Supply Chain Management. The Platform helps to provide diagnostics of Outstanding Payment among its B2B Customers. For its B2B customer, XUSP helps to score customers at individual level to prioritise collection campaign based on payment propensity.
- 3. December 2014 Volume 1- Issue 2 : Delphi Spot – Monthly Analytics Newsletter Sutherland Global Services 3 Our Best Picks Cloud computing is one of the 10 strategic technology trends for 2015, according to analysis from Gartner. http://www.cloudcomputing- news.net/news/2014/oct/09/clou d-underpins-majority-tech- trends-2015-gartner-analysts- find/ Computerworld's 2015 Forecast Predicts Security, Cloud Computing And Analytics Will Lead IT Spending http://www.forbes.com/sites/louis columbus/2014/11/26/computer worlds-2015-forecast-predicts- security-cloud-computing-and- analytics-will-lead-it-spending/ 2015: The #IoT, #BigData and #Cloud Come Together http://t.co/U8lwdVGfgB - By @AndersIvar_RSS,http://twitter. com/EntMobile/statuses/545354 080592609283 #Hybridcloud could be king and other tech predictions for 2015 via @talkin_cloud @dkobialka http://t.co/poZEGfqoIR,http://twitt er.com/DiDataCloud/statuses/54 5341541016150016 The Business of Emotion.....Big Data http://www.facebook.com/permal ink.php?story_fbid=3171931851 55878&id=100005955966198 ""ONLY 15% OF COMPANIES EXPLOIT BIG DATA FOR THEIR COMPETITIVE ADVANTAGE"" https://plus.google.com/1012175 44641098419809/posts/LgoHW3 2W3qz ""Big Data? That's so last decade. What we live in today is an era of Massive Data"" https://plus.google.com/1095358 58769932791011/posts/8zSf8M 8TZsf 2015: The Year The Cloud Bursts - http://t.co/n5gmS2ZrQK #cloud http://twitter.com/center_cloud/st atuses/545151484573536256s The big buzz around Social Media has touched its dizzying heights and now it is more than a virtual reality. Team Analytics of Sutherland offers Social Media Analytics in helping clients to realize its full potential by tracking and triggering a domino effect. Share of Voice Comparison with Competitors Improves Brand Image Increases Customer Profitability Builds Customer Loyalty Improves Campaigns’ ROI Reach out to us for your Social Media Analytics. Our Innovation Theatre and SMAC support teams can help you explore Visual Analytics and High-Performance Analytics to know your customer pulse. Please e-mail to [email protected] Voice of Customer Forum Analysis Our Social Media Analytical Offerings Social Media Analytics helps to track your Brand’s image in the social media world. It Captures what customers are talking about you and where. Our Analytical insight analyzes the prevailing sentiments and identifies influencers. We can help enhance the capability to communicate with them for issue resolution and feedback. Use Social media Analytics to achieve higher customer satisfaction. Does the Future Lie with Embedded BI? By Saar Bitner At the onset of 2015 it seems that Business Intelligence software has become a nearly consensual part of any data-driven organization. Today companies large and small are realizing, more than ever, that ""data is power"", and that harnessing this power requires the right tools for the job. But in the near future we might see BI take another..., http://www.findata.co.nz/News/35184922/Maxim_Integ rated_to_Present_at_Upcoming_Investor_Forum.htm #post-1 #Prediction for 2015? Usual suspects: #dataanalytics #socialcommunities #segmentation #Automation http://twitter.com/fuziosparc/statuses/5451526348148 69504 Delphi Spotoon Our SMAC initiative supports clients with Social Media, Mobility Solutions, Analytics and Cloud MS CA Editor’s Pick – Must Read! “Innovating Analytics is a compelling exploration of the potential power of customer experience metrics in the modern age. Larry Freed’s combination of academic research with practical business implementation makes this book a must-read for any business leader.” Mark Mahaney, Managing Director at RBC
- 4. Delphi Spot is a Monthly Analytics Newsletter published by Team Analytics, Sutherland Global Services. Few publicly available materials are used with respective link as acknowledgement. Copyright © 2014 Sutherland Global Services. All rights reserved. Unlimited copies can be made available and free for distribution. Established in 1986, Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle. It is one of the largest, independent BPO companies in the world serving global leaders in major industry verticals. Headquartered in Rochester, N.Y., Sutherland employs more than 30,000 professionals and has 35 operations centres in 13 countries. For more information, visit www.sutherlandglobal.com APPS Group, XUSP, Cross Utility Scoring Platform and the logo are trademarks or registered trademarks of Sutherland Global Services or its subsidiaries in the U.S. and other countries. All other trade names are trademarks or registered trademarks of their respective holders. The Team Editorial Head: Maheswaran Mahalingam Blog Editor : Subhra Datta Ph.D Copy Editors John Praveen, Karthick Janakiraman, Prabhakar Veer, Utkarsh Somaiya, Gopa Kumar, Sandeep Apte Editorial Contributors Shraddha Dalmia, Vishwanathan Krishnan, Shankar K S, Mayank Dibya, Jason John Crasto, Suresh Goswami Circulation Sandeep Apte Feedback of Delphi Spot or enquiry for our products and services can be mailed to [email protected] December 2014 Volume 1- Issue 2 : Delphi Spot – Monthly Analytics Newsletter Sutherland Global Services 4 Initiatives by Team Analytics Team Analytics embraces SCRUM Methodology to depart from traditional waterfall management. This is likely to help in bringing in rapid turnaround and reduce development life cycle. Sutherland’s proprietary Analytical Platform XUSP is hosted in a cloud environment and tested successfully. Webinar on “Looking beyond MIS & BI for understanding Customer Experience” was conducted successfully on 5th Dec 2014. Webinars on analytical solutions to address operational efficiency. Workshop to evaluate Clients’ pain points and solution R&D The Analytics Team supporting Argo has won the Platinum Award for scoring high across all metrics as per SoW. The Team Analytics for Argo has been adjudged best in class (competitive set of service providers) and surpass all client obligatory requirements. The team is led by Prabhakar Veer and surpassed the previous year target besides adding value to the client. Cheers to the entire team! Platinum Award for Insurance Analytics Team supporting Argo Client Team Analytics identified five ongoing engagements to bring in value transformation for providing Predictive Analytics as against Descriptive MIS. Our turnaround mantras to make it happen are: Bring In Impactful Analytical Insights in lieu of MIS Automate MIS Needs and provide interactive tool to visualize hind sights Move to Analytical Platform to embed propensity models to have foresights Track Analytical Drivers at floor level for implementation Mission V – Turnaround Mantra I think of analytics as a subset of BI based on statistics, prediction and optimization. The great bulk of BI is much more focused on reporting capabilities. "Analytics" has become a sexier term to use -- and it certainly is a sexier term than "reporting" -- so it's slowly replacing "BI" in many instances.- Tom Davenport