1 ©2005 Deloitte | All rights reservedAudit. Tax. Consulting. Financial Advisory

Business Process & Application Solutions

2 ©2005 Deloitte | All rights reserved

The BPAS value proposition

The Deloitte Business Process & Application Solutions team helps:

Growing clients with unique, changing and / or mission critical business process and application management requirements deliver maximum competitive advantage by:

• Providing the highest quality outsourcing services;• Leveraging the broad geographical coverage of Deloitte that ensures a

deep understanding of local regulatory requirements; and• Building on the roots of the firm by leveraging our deep knowledge of

specific business processes - specifically in Finance, HR and IT.

Our solution allows us to partner with clients who wish to drive increased shareholder value from a decision to outsource specific processes and / or IT applications whilst equally wanting to retain maximum flexibility without the need to lock their business requirements in place for the foreseeable future.

We focus on quality, flexibility and the need for a unique and / or mission critical solution above all else.

The Deloitte Business Process & Application Solutions team helps:

Growing clients with unique, changing and / or mission critical business process and application management requirements deliver maximum competitive advantage by:

• Providing the highest quality outsourcing services;• Leveraging the broad geographical coverage of Deloitte that ensures a

deep understanding of local regulatory requirements; and• Building on the roots of the firm by leveraging our deep knowledge of

specific business processes - specifically in Finance, HR and IT.

Our solution allows us to partner with clients who wish to drive increased shareholder value from a decision to outsource specific processes and / or IT applications whilst equally wanting to retain maximum flexibility without the need to lock their business requirements in place for the foreseeable future.

We focus on quality, flexibility and the need for a unique and / or mission critical solution above all else.

3 ©2005 Deloitte | All rights reserved

Outsourcing drivers through the lifecycle

Core Skills

Core Skills

Low cost per transaction & High

volume

High cost per transaction & Low

volume

Processing expertise

Domain knowledge / industry expertise

Embryonic Growth Expansion Mature

LOCAL GLOBALREGIONAL

Commodity

Unique

4 ©2005 Deloitte | All rights reserved

BPAS services growing clients, regional operations of Multi-National Clients and companies that require flexibility.

Core Skills

Core Skills

Low cost per transaction & High

volume

High cost per transaction & Low

volume

Processing expertise

Domain knowledge / industry expertise

LOCAL GLOBAL

Global Outsourcers

Business Advisors

BPAS

Service Focus

REGIONAL

Commodity

Unique

Typical pathway to

growth

Typical pathway to

growth

5 ©2005 Deloitte | All rights reserved

The BPAS scope of services is focused on areas in which Deloitte has strategic legitimacy

BPO (Finance & Accounting)

• Management Accounting & Reporting

• Cost Accounting• Statutory Accounting• Tax compliance• Outsourcing of financial

business processes:— General Ledger— Accounts Payable— Accounts Receivable— Billing— Fixed Assets— Procurement

• Budgeting & Controllership• Project & Program Mgt• Interim Management• Financial Research/Analysis• Bookkeeping

BPO (Human Resources)

• Interim Management & Staffing

• Executive Payroll Administration

• Learning Outsourcing• Recruiting & Placements• Stock Option

Administration• HR Statutory Compliance• Outsourcing of payroll

processes:― Payroll Processing― Fringe Benefits― Withholding taxes― Social Security― Support HR

functions

AMO

• Management and delivery of functional/technical support and application maintenance for:

― SAP― Oracle― Siebel― Middleware― Custom software

• Supporting IT Services:― ASP― Portal solutions― Document Mgt― Custom software

development

6 ©2005 Deloitte | All rights reserved

Our Global Outsourcing Methodology 2.0 supports the structuring of the deal, the transition and delivery

MobilizeMobilize ValidateValidate StructureStructure TransitionTransition OperateOperate

Help Desk Solutionsand Operating Procedures

Help Desk Solutionsand Operating Procedures

Application Support Solutions and Operating Procedures

Application Support Solutions and Operating Procedures

Solution ReviewSolution Review

Infrastructure Solutions & Operating Procedures

Infrastructure Solutions & Operating Procedures

Client Education DeliverySolutions & Operating

Procedures

Client Education DeliverySolutions & Operating

Procedures

Project Scope, Issue and Integration ManagementProject Scope, Issue and Integration Management

Project Tracking and ReportingProject Tracking and Reporting

Risk and Quality ManagementRisk and Quality Management

Project Infrastructure ManagementProject Infrastructure Management

ApplicationImplementation Opportunities

ApplicationImplementation Opportunities

Shared ServicesImplementation Opportunities

Shared ServicesImplementation Opportunities

IT TransformationImplementation Opportunities

IT TransformationImplementation Opportunities

ApplicationScope Assessment

ApplicationScope Assessment

Shared Services Scope AssessmentShared Services

Scope Assessment

IT TransformationScope AssessmentIT TransformationScope Assessment

Shared Services Constructionand Implementation

Shared Services Constructionand Implementation

IT Transformation Construction and Implementation

IT Transformation Construction and Implementation

StabilizationStabilization

Applications ManagementApplications Management

Help Desk Operations—Level 1 and 2

Help Desk Operations—Level 1 and 2

TechnologyInfrastructure Hosting

TechnologyInfrastructure Hosting

Change Readiness Assessment

Change Readiness Assessment

Stakeholders Enrolled Stakeholders Enrolled

Organization Infrastructure Assessment Organization Infrastructure Assessment Redesigned Organization Structure

Redesigned Organization Structure

Organization Infrastructure Implementation

Organization Infrastructure Implementation

Application VisionApplication Vision

Enhanced ServicesEnhanced Services

Data TransitionData Transition

Equipment and Application Installation

Equipment and Application Installation

Integration TestIntegration Test

Current Business/IT Strategy AssessmentCurrent Business/IT Strategy Assessment

Current Business/Application State Assessment

Current Business/Application State Assessment

Client EducationDelivery Assessment

Client EducationDelivery Assessment

Discovery Business CaseDiscovery Business Case Refined Business CaseRefined Business Case Detailed Business CaseDetailed Business Case Value ManagementValue Management

Letter of IntentLetter of Intent Terms SheetTerms Sheet Contract ValidationContract ValidationOutsourcing ContractOutsourcing Contract Contract MaintenanceContract Maintenance

Technology Infrastructure Assessment

Technology Infrastructure Assessment

Operating PlanOperating Plan

Shared Services VisionShared Services Vision

IT Transformation VisionIT Transformation Vision

Change Readiness Assessment

Change Readiness Assessment

Communications Plan and ExecutionCommunications

Plan and Execution

Human Resource Management

Human Resource Management

Client Education Delivery SupportClient Education Delivery Support

AMO/ITOImplementation Opportunities

AMO/ITOImplementation Opportunities

Change LeadershipChange Leadership

Frontline Change Leadership

Frontline Change Leadership

New Workplace and Job Skills

New Workplace and Job Skills

New Workplace and Job Skills Implementation

New Workplace and Job Skills Implementation

Transition Training DesignTransition Training DesignTransition Training Assessment

Transition Training Assessment

Transition Training Development and Delivery

Transition Training Development and Delivery

Transition Strategy and PlanningTransition Strategy and Planning

Application Construction and Implementation

Application Construction and Implementation

ProjectMgt

Solution

Value

People

Contract

7 ©2005 Deloitte | All rights reserved

Deloitte BPAS “follow­the­sun” services

8 ©2005 Deloitte | All rights reserved

Our integrated Onsite/Nearshore/Offshore Delivery Model facilitates requirements of all operations

On

-Site

On

-Site

Off

-Site

/ Near-s

hore

Off

-Site

/ Near-s

hore

Off

sh

ore

Off

sh

ore

Offsite/Near-shore

Facility

IndiaSouth Africa

ClientSite

• Same time-zone, culture, language. • Dedicated and accountable client service teams provide single point of

contact.• Leverage of scale to reduce cost but not quality• 24x7x365 support • Direct coordination of off-shore work tasks.• Planning, design, configuration, development and testing activities for

SAP, Oracle, Siebel, Middleware and Custom software• Relocation support for key resources during critical phases of project.

• Onsite-Coordinators and direct delivery teams.• Direct project service• Close proximity to client team• Conduct solution design, on-site testing, project-management,

customer-specification tasks and knowledge transfer

• Highly skilled global resource pool in multiple locations supported by a common delivery infrastructure.

• Strict governance ensuring low cost and peace of mind

Deloitte Support & Processing Centres (Pan Europe)Deloitte Support & Processing Centres (Pan Europe)

Deloitte Offshore Application Support CentresDeloitte Offshore Application Support Centres

Team 1Team 1 Team 2Team 2

Deloitte Onsite TeamDeloitte Onsite Team

9 ©2005 Deloitte | All rights reserved

Deloitte BPAS qualifications

• To date in excess of 300 clients worldwide have selected us as their trustworthy outsourcing provider, for example:

Functional Outsourcing:Shared Services Centre

Functional Outsourcing

Service Centre for Enterprises and other Organizations

Global Outsourcing:Local Unit for Start-up and Development

Functional Outsourcing

Global Transformational Outsourcing: Start-up, Development and Transaction

10 ©2005 Deloitte | All rights reserved

How Deloitte BPAS is rated:

# 1 in customer satisfaction

• We have been ranked first among all outsourcing providers in a recent InformationWeek Research Survey of 333 business-technology professionals.

Research method

Nearly 40 percent of the evaluators work in companies with more

than $1 billion in annual revenue.

To be included in the study, a vendor had to

have received a minimum of 25

evaluations

11 ©2005 Deloitte | All rights reserved

The Deloitte BPAS difference

• Outsourcing is about relationships – long term, mutually beneficial relationships between us and our clients

• We partner with our clients to effect dramatic change through large, complex multi-year transformational programs

• We are completely independent in terms of our advice and the way that you execute on your strategy

• We are willing to share in the risks and rewards of those efforts – and we can structure our deals so that our interests and those of our clients are strategically aligned

• We leverage the full strength of our global consulting and outsourcing practice to provide our clients with the end-to-end solutions they increasingly demand.

• We exceed expectations through our deep industry expertise across:

– Consumer Business

– Financial Services

– Manufacturing

– Energy & Resources

– Aviation & Travel

– Technology, Media & Telecoms

– Life Sciences & Healthcare

– Public Sector

©2003 Deloitte & Touche LLP

Global Contact

Eric la MaitreGlobal Executive Director

Mobile: +31 646 070 205eMail: elamaitre@deloitte.com