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HCL: Transforming Design-to-Fulfillment Media Operations for UBM

Case Study

by John Willmott

published on May 31, 2016

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Report Overview:

This NelsonHall case analyzes HCL’s engagement with UBM to transform their fulfillment media operations. 

Who is this Report for:

This case study outlines the engagement between HCL and UBM in transforming their fulfillment media operations and is designed for:

  • Sourcing and operational managers monitoring the capabilities of existing suppliers of s BPS services
  • Vendor marketing, sales, and business managers looking to compare themselves against industry examples
  • Financial analysts and investors specializing in the support services sector.

Scope of this Report:

The report provides details of HCL’s engagement with UBM to transform their fulfillment media operations, including details of:

  • The background and UBM’s initial business challenges
  • The services provided and nature of the service transformation performed
  • The steps undertaken in the transition
  • The contractual approach used
  • The benefits achieved.

Key Findings & Highlights:

This Business Process case study illustrates a number of key aspects. It shows that:

  • An initial “lift-and-shift” can be used to finance process and technology transformation
  • Segmentation of processes eliminates the need for having specialist skills and increases the proportion of standard “horizontal” activities; it can have a major impact in improving process scalability and reducing process costs
  • A common content workflow for print and digital products can make a major contribution to collaboration and reporting as well as work scheduling
  • It is possible to move to a variable-cost per transaction pricing model while simultaneously achieving a significant cost reduction.

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