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Table of Contents

1. Introduction………………………………………………………………..……………………..…….…..…………………….……………………….…..3
2. About Tensei Philippines…………….…………….…………….…………….…………….…………….…………….……………………………….4
2.1 Culture…………….…………….…………….…………….…………….…………….…………….…………….…………….……………………….4
2.2 Vision…………….…………….…………….…………….…………….…………….…………….…………….…………….…………………………5
2.3 Mission…………….…………….…………….…………….…………….…………….…………….…………….…………….…………………..….5
2.4 Quality Policy…………….…………….…………….…………….…………….…………….…………….…………….……………………………6
2.5 Executives…………….…………….…………….…………….…………….…………….…………….…………….…………….…………………..7
2.6 Location…………….…………….…………….…………….…………….…………….…………….…………….…………….………………………8
3. Solutions and Services…………….…………….…………….…………….…………….…………….…………….…………….…………………….9
3.1 Contact Center Services (CCS) …………….…………….…………….…………….…………….…………….…………….…………………9
3.2 Business Process Outsourcing (BPO) …………….…………….…………….…………….…………….…………….…………….……..10
3.3 Knowledge Process Outsourcing (KPO) …………….…………….…………….…………….…………….…………….………………..11
3.4 Back Office Services…………….…………….…………….…………….…………….…………….…………….…………….…………………12
4. Methodology………………….…………….…………….…………….…………….…………….…………….…………….…………….…………….13
5. Industries………..…………….…………….…………….…………….…………….…………….…………….…………….…………….……………..14

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1. Introduction

The Business Processing Outsourcing (BPO) industry continues to provide thousands of jobs to
Filipinos and has played the role of reviving the economy of the Philippines since 1992 when
the first call center was set up in the country. It is currently the largest and one of the fastest
growing industry sectors in the country.

Most of the time, customers have high expectations on businesses – they want immediate
results to their concerns, feedbacks and questions. Inevitably, some things can get a little
complicated. Most businesses experience competition, consumer expectations, uncertainty in
the economy, and pressures. That is where Tensei Philippines come in. We want to help
businesses, be their voice and bridge the gaps by providing (1) Contact Center Services (2)
Business Process Outsourcing (3) Knowledge Process Outsourcing (KPO) (4) Back Office Services.

Tensei Data Net Inc. which was founded in 1996, conceived Tensei Philippines Inc. last 2014,
which intends to grow into a global force focusing on the expansion of operations in the
emerging markets in helping businesses develop, process, manage, and analyze information
more effectively across their organization by translating their core competencies into domain
specific solutions.

Tensei Philippines Inc. are putting together solutions that are made up of the best-of-breed
service components that work together seamlessly while offering a single point of access,
monitoring, and client interaction; keeping in mind what services are required within each
industry and how these services should be structured. We continually strive to be an innovative
market leader in providing customized Offshore Outsourcing Management Solutions. We can
improve the efficiency and cost of managing and safeguarding your key documents.

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2. About Us
Tensei Philippines Inc. is a Japanese funded organization, which traces its roots from Tensei Data Net in Fukui Prefecture. With more
than 21 years in the technology service industry serving five (5) out of the nine (9) internet banks in Japan. Tensei Data Net Inc.
ventured into sourcing business and development services here in the Philippines to combine both the Japanese discipline and
Filipino ingenuity; by carefully selecting prime candidates and training them in Japan.
Our latest venture is into Business Process Outsource (BPO) services, skillfully leveraging to enter high growth industries and market
segments in Asia. We have invested in experienced subject matter experts (SME’s); to make sure that substantial cost savings to our
clients and partners are realized. We continue to build a wide range of service offerings into Business Process Outsourcing (BPO)
including but not limited to; Knowledge Process Outsourcing (KPO), Back Office Services (BOS), Business-Process-Mapping (BPM) and
in the very near future, ‘online language learning’.

2.1 Culture
Tensei Philippines Inc. intends to grow in terms of market niches, people, infrastructure, and programs. All of which in addition, is
expected to increase project interdependencies requiring closer collaboration between groups and departments within Tensei
Philippines Inc., including but not limited to external customers.
An ‘Operations Management Department (OMD) has been created to support the overall company management and operations
including but not limited to the project rollout for all of its ‘business process outsourcing’ (BPO) objectives. A company-wide
Operations Management Department shall benefit the Tensei Philippines Inc. organization as a whole, and can become the model
for program enablement across the entire Tensei Philippines Inc. in the long run. The OMD will assist in the evaluation, selection,
and deployment of a comprehensive set of a governance systems and best practice processes to support Portfolio Management.
• Portfolio Management is the selection and support of projects or program investments, support, analysis and proposal
developments. The investments made in projects and programs are guided by the organization’s ‘strategic plan and available
resources’.
• The OMD shall exist to help integrate and align Project Management with business operations in order to support the departments
and/or organizations under Tensei Philippines Inc. in successfully accomplishing its mission.

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2.2 Our Vision
To become the trusted partner for offshore outsourcing solutions for governments and businesses around the globe.

2.3 Our Mission


We are committed to promote the Spirit-of-Enterprise through education and everyday practices by members, making it as an
effective vehicle to attain social, political, spiritual and economic growth and to open new horizons towards human development;
We are committed to spur development among members through encouragement of savings consciousness leading to productive
endeavor;
We shall always be an organization that strive to stay relevant and make our voice known and heard whenever the general interest
of the company and its members are at stake and preserve the dignity of our members.

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2.4 Quality Policy

At Tensei Philippines, we dedicate ourselves to provide our clients with exceptional and cost-effective solutions by tailoring fresh
strategies for an effective outsourcing solutions for every enterprise. By combining the Japanese discipline and Filipino ingenuity, we
are committed to provide our clients with comprehensive service and customer satisfaction that will position us to be one of the key
players in the BPO industry in the country.

To fulfill this, we shall:


1. Guarantee our clients that the information and assets they have entrusted in our hands will be treated with integrity, utmost
discretion and confidentiality;
2. Ensure and maintain high quality services and solutions delivered to our clients by applying to our business operations the
industry's stringent work standards, best practices, professionalism, dedication and proven technologies while bringing a passion for
value and performance;
3. Continually improve the quality of our services and processes to satisfy the needs and expectations of clients;
4. Train, develop, value and support our employees in a light, enjoyable and comfortable working environment where they can be
the best version of themselves in their chosen careers.

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2.5 Meet the Executives
The Executives of Tensei Philippines Inc. are responsible for the direction, strategy, affairs, organization and operation of the -
company.

Masaharu Matsuura Takamori Nishikawa


President, CEO COO & CFO

Armando M. Osias Jr. Michael M. Middleton


General Director Officer-In-Charge

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2.6 Location
Our office is located at 9th Floor, Automobile Association of the Philippines Tower (AAP Tower), Aurora Boulevard, Quezon City,
Philippines which is near LRT Line 2 Gilmore Station.
Quezon City is the largest city in Metro Manila in terms of population and land area. The Gilmore Avenue is well known for being
one of the main shopping centers for IT-related products such as computers, and related parts, due to a lot of vendors and
competitive pricing compared to other establishments in the metro. Both the southern corners of Gilmore and Aurora roads are
filled with stores selling different kinds of computers and their accessories, both secondhand and brand-new.

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3. Solutions and Services
Customer service plays a vital role for businesses in helping them grow their company favorability, boost customer acquisition and
enrich customer’s experience in today’s increasingly competitive market. We customized our outsourcing solutions depending on
their business needs and in accordance with the changing scenario in the market.

Tensei Philippines Inc. aims to provide cost-effective, high quality BPO services where all your information is handled by our industry
trained personnel in our secured facilities. With 100% quality control, you are assured that we will work with you to process and
manage your information 24 hours a day, 7 days a week - without fail.

We provide full range of BPO services that will support businesses on its journey to be more efficient and profitable:
• Contact Center Services (CCS)
• Business Process Outsourcing (BPO)
• Knowledge Process Outsourcing (KPO)
• Back Office Services (BOS)

3.1 Contact Center Services (CCS)

One call at a time, we want to make lives better. Every call – be it inbound or outbound; voice, email or chat; sales, customer service
or technical support – shall be a direct reflection on any organization and will dictate a company's customer retention rates and
corporate values. Thus, the most important way a customer deals with your brand is through your customer service representative.
It may be a phone call inquiring about their latest bill, an inquiry checking on the status of a shipment, or a question about product
information.

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A partner that has deep and genuine respect of all the aspects of a customer contact experience can only truly offers fully integrated
contact management solutions that will cover every type of customer contact imaginable. We at Tensei Philippines Inc. make sure
that every interaction with your customer or prospect is professional, the information is accurate and the experience leaves each
person with a positive impression of your brand.

Our Contact Center Services (CCS) cover:


• Outbound and Inbound Services
• Customized Voice Contact Center Services
• Outbound and Inbound Services

Our fields of expertise include:


• Customer Care Representation
• Technical Support Representation
• Help Desk and Shared Support Services
• Sales Support Centers

Our team of dedicated agents are composed of top-notch English-proficient, IT-capable experts, more than 90% of whom are college
graduates. In order for us to provide the best customer-experience in the market, we meticulously select only the most qualified
candidates as our agents.
All new hires undergo additional English proficiency and product specific trainings, when finished with training, our call center
professionals become well-equipped to handle queries related to product information (features and benefits), tracking, and
troubleshooting. They also bring with them their expertise in several fields such as customer care, retail, data management,
healthcare information services, and communications.

3.2 Business Process Outsourcing (BPO)


Taking advantage of TENSEI PHILIPPINES INC.’s world-class business methodologies enables you to focus on your core competencies,
while reducing your risk through secure, reliable processes, thus enabling new levels of a successful business.

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Our end-to-end Business Process Outsourcing (BPO) solutions are designed to allow our clients the option of using any combination
of our services, or the complete package to cater to their individual needs.
• Data Entry
• Data Capture and Conversion
• Data Extraction and Conversion
• Document Management and Categorical Indexing
• Document Management Solutions

3.3 Knowledge Process Outsourcing (KPO)


We provide cost-effective, time bound and value-added knowledge process outsourcing (KPO) services that help clients streamline
their processes and enable superior decision making to improve their top line and bottom line.
Businesses today expect their service partners to go beyond operational efficiencies, and provide actionable insights to anticipate
customer demands and generate more revenues. An increasingly competitive market scenario coupled with demanding and vocal
customers has ensured that customer service excellence becomes a key differentiator.
As a full-service provider, Tensei Philippines Inc.’s KPO services leverage our technical competency to help deliver automated and
effective process-driven services. We have built strong international credibility in the KPO services business by delivering value-
added services to our clients.
We help provide our clients with critical insights to make better-informed business decisions. By having in-depth IT expertise, good
domain knowledge, and certified quality management processes in place, we help our clients exceed their customer expectations
and service level agreements.
When you outsource knowledge-processing processes, you allow yourself to do three very simple and yet critical things:
• Capitalize on highly skilled overseas workers at the lowest price.
• Focus on gaining the competitive advantage and increasing shareholder value.
• Generate more jobs for citizens within the given outsourcing location; the resulting income enabling them as consumers.

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3.4 Back Office Services
Our Back Office Services Program is designed to improve processes and reduce overall costs. It is suitable for companies who wish to
employ staffs in other countries, where they do not have an entity. This service is beneficial for both short or long term engagement.
Tensei Philippines can and will become the “employer of record” and ensures that all payroll and necessary procedures are followed
according to local legislation. By taking advantage of TENSEI PHILIPPINES INC.’s Back Office Services Program, businesses are able to
enter new markets quickly without the need for in-country set-up, enabling international growth without the high risk and cost
normally associated with this type of business expansion. Through this, your business will be able to streamline its operations and
will have a lower overhead costs.
Our solutions can help you cope with the increasing economic pressure of globalization and significant accounting and financial
regulatory pressure in which many businesses are being stretched just trying to remain compliant.
The cost and effort required to develop, maintain, and manage an efficient, highly professional in-house finance and accounting staff
along with the sheer volume of data often creates backlogs that result in serious problems with bookkeeping and reconciliations.
Managing receivables and payables effectively requires constant attention to detail and extraordinary diligence. TENSEI PHILIPPINES
INC. offers a solution that goes far beyond what is expected.
Our Back Office Services include:
• Benefits Administration
• Payroll
• Personnel Management
• Accounting / Bookkeeping
• Management Accounting
• Financial Data Reporting & Analysis
• Statutory Reporting and Compliance

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• Shared Services Center

4. Methodology
Project Life Cycle
Most organizations usually divide projects into phases to provide for better management and operational control thus reducing the
element of uncertainty. These project phases are collectively referred to as the Project Life Cycle. For example:

The phases that a project goes through depend on the type of project and are tailored to individual project needs.
Project Management Life Cycle
There are five stages (process groups) in the PMI defined Project Management Life Cycle

During large complex projects it is often necessary to return to planning several times. In this case, the project management life
cycle can become very complex with multiple repeats of planning and even initiating processes. Below is an illustration of a complex
project management life cycle involving multiple returns to the drawing board:

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Each phase of the project lifecycle (such as Design or Code) can go through the entire project management life cycle. In other words,
each project phase can be thought of as an independent project that has its own complete project management life cycle.

5. Industries
In providing innovative outsourcing solutions, we need to understand the industry of our clients and their unique customer
management needs.

1. Healthcare
We sought to help the healthcare industry to provide their patients and customers with exceptional support and to always meet
their needs.

2. Media and Entertainment


The media and entertainment landscape is constantly evolving. We want to help businesses to make their customers stay satisfied,
happy and loyal to the brand; and to improve the customer’s experience.

3. Financial Services
We want to help financial institutions successful by maintaining a long-term customer relationships through an impeccable customer
service and an enhanced customer experience.

4. Retail
We want to help retailers to avoid the scenario where customers don’t know where to turn for help if they have concerns or
complaints which can turn into customer frustration, poor product review, lost loyalty and costly products returns by providing
solutions to achieve highest customer satisfaction level.

5. Transportation and Logistics


We want to be a partner of transportation and logistics companies to improve their customer experience and operational
efficiencies; grow brand loyalty and to strengthen customer interactions.

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6. Technology
We want the electronic companies to focus on doing their best in innovating their products while we take care in enhancing the
customer experience and improving customer outcomes of their consumers.

7. Travel and Hospitality


Customers who are always on the go, travel across countries all around the world. We want to help travel and hospitality companies
in delivering exceptional customer support by increasing customer satisfaction and sales conversion.

8. Communications
We can help communication companies to keep being competitive in the industry and to differentiate themselves through an
enhanced customer experience.

9. Public Sector
We want to help the government in delivering quality services to the general welfare – in providing information and assistance to
the demands of the citizens.

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