QG EBS: Our Dedicated-CaptiveTM Centre

QG EBS: Our Dedicated-CaptiveTM Centre

QG EBS, the wholly owned subsidiary of Quintes Global, has been established as an ‘exclusive’ D-CapTM Centre under the differentiated and innovative Dedicated-CaptiveTM Model of QG.

QG EBS PRIVATE LIMITED has been formed by QG for the carve-out of an existing Captive Centre (set up and running for 6+ years) of a Large Media Conglomerate with 4 Listed Companies. QG is providing multi-function business services from QG EBS, as a separate legal entity, to the 4 Listed Companies (and its sub-entities) from 2 delivery centres – Noida and Mumbai and a few upcountry locations. The Client Group made this choice against other classical options of captive and outsourcing, as they are keen to get the best of both worlds under D-CapTM
 
 

100% of the existing team of ~160 Headcounts along with Leadership Team have become part of QG EBS with a positive experience to benefit from this movement to expand their roles, contributions and capabilities. In fact, Monthly Townhalls were initiated and Review and Revamping of SOPs were completed immediately along with recalibrating Tech set-up/ access requirements to enable smooth transition of people, process and technology enabling successful transition with zero-disruption. The QG & QG EBS Leadership Team have evolved, communicated and have operationalized a robust ‘multi-tiered governance process’ – internal to EBS and with stakeholders in client organizations.

The multi-function services include F&A, HR, Procurement, IT Infra Ops, and SAP & Enterprise Services covering Purchase to Pay (P2P), Order to Cash (O2C), Record to Report (R2R), People related processes, SAP & Workflow Management, IT Infra Ops etc., QG has followed a robust process of ‘performance baselining’ to put in place clear service levels and KPIs.

Received appreciations from Clients for effective transition and completion of Year End Accounts with extended support, despite the challenges of pandemic.

QG EBS has become the ‘extension of Client’s Operations & Organization’ for all requirements Business Services.

Transformation centricity and Transformation Capabilities of QG Team is at the core of D-CapTM as an operating model and QG’s commitment to Clients & Customers. Training requirements for people, Value stream mapping for efficient and effective processes, review/ resetting and replacement of existing tools for productivity enhancements, and deployment of best-in-context cutting edge technologies have been simultaneously progressed to derive and deliver benefits to the Clients. New Infra Tech partners have been onboarded at lower cost and QG has passed on the saves to the Client.

Overall, QG has given saves in Year 1 itself, committed productivity saves year over year, planned for investments in Tech, Infra and Capabilities, and deliver process efficiency, service effectiveness and enhanced customer experience!

Immediate Benefits to the Clients from the Dedicated Captive Centre:

Flexibility in Operations

  • QG EBS is now an extension of Customer Operations & Organization, with an exclusive delivery centre.
  • QG’s receptiveness to making customer requested changes amidst evolving business environment, ensuring right mix of skills availability, managing volume fluctuations and defining new rules of flexible arrangements are at play

Cost-saving to the client

  • Post QG transition, cost optimization saves YoY have been committed.
  • Achieved through increase in productivity and optimization of resources, Automation, implementation of state-of-the-art tools

Effective handling of fluctuating volumes

  • Automated ruled-based distribution of transactions is put in place to handle fluctuating volumes.
  • Ensuring the Turnaround Time (TAT) committed to client is met and get better

Operational Excellence

  • All key elements of operational excellence are being audited by QG EBS under the leadership of QG & QG EBS.
  • The OE covers aspects of – customer, people, quality, lean, material & information flow and EH&S.

Process & Service Improvement

  • Use of Robotic Process Automations [RPAs] brought in speed, efficiencies, improved quality along with standardization of processes.
  • New CSLs and PSLs are being developed for customers to track performance and get key business indicators

Global Practices

  • Global best practices have been applied using internal and external capabilities, and the knowledge gained through Shared Services Forum in order to gain better productivity and higher effectiveness.