TRANSFORMING COST CENTER INTO VALUE CENTER THE CURRENT BPO LANDSCAPE ADDRESSING THE ISSUES OF BPO THE SHIFT TO ITES THE BENEFITS OF PROACTIVE IT ENABLEMENT THE IMPORTANCE OF A STRUCTURED APPROACH ID: 538192
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Slide1
SUCCESSFUL BPO THROUGH TECHNOLOGY ENABLEMENT
TRANSFORMING COST CENTER
INTO VALUE CENTERSlide2
THE CURRENT BPO LANDSCAPE
ADDRESSING THE ISSUES OF BPOTHE SHIFT TO ITES
THE BENEFITS OF PROACTIVE IT ENABLEMENTTHE IMPORTANCE OF A STRUCTURED APPROACHTAKING STRATEGIC ADVANTAGE OF THE BENEFITS
AGENDASlide3
THE CURRENT B
PO LANDSCAPEWhat exactly IS process outsourcing, and what are the primary types?
Types
of Process Outsourcing
Process Examples
Standard BPO
Customer Support, Technical Support,
Marketing
Non-Voice BPO
Payroll,
Data Entry, Quality Assurance
KPO
Accounting, Research, Content Development
LPO
Litigation
Services, Contract & Business ServicesSlide4
ADDRESSING THE ISSUES OF BPO
Common Barriers
to Entry
Related Concerns
Concerns Regarding Risk
Lost time and resources into a failed implementation
Concerns Regarding
Quality
Inaccurate
deliverables and costly errors
Concerns Regarding Loss of Control
Knowledge gaps and inability to affect process change
Concerns Regarding Cost
Upfront capital investment and prolonging of ROISlide5
BPO IS AN OPERATIONAL TRAINWRECK & CANNOT BE SUCCESSFUL
( or can it? )Slide6
There is substantial concern among business managers surrounding the risk of the decision to implement a BPO solution. These concerns surround:
The potential for a failed implementationMisdirected resources
Wasted time
CONCERNS REGARDING RISK
BPO BARRIERS TO ENTRYSlide7
In addition, there is also concern surrounding the quality of work to be delivered by a BPO partner. These concerns include:
The quality of deliverables and processes
Added costs due to internal quality oversightFinancial repercussions due to inaccurate data
BPO BARRIERS TO ENTRY
CONCERNS REGARDING QUALITYSlide8
A with many business managers, the thought of exporting components of their business is an uncomfortable thought. Among the concerns are:
Knowledge gaps within BPO employees
The inability to manage and affect process changes
The lack of day-to-day visibility into the process
CONCERNS REGARDING LOSS OF CONTROL
BPO BARRIERS TO ENTRYSlide9
Not surprisingly, business managers are concerned with the financial outlay required to effectively implement a BPO program. Included within this concern are:
Concerns with large initial outlay and implementation expense
Concerns with the timeline for seeing substantial returns on investment
Concerns with ongoing program overhead
CONCERNS REGARDING COST
BPO BARRIERS TO ENTRYSlide10
As these
concerns mount
, the industry has focused on a technical and philosophical shift.
Welcome to….
THE MOVEMENT
TOWARDS IT
ENABLEMENTSlide11
THE MOVEMENT TOWARD IT ENABLEMENT
USHERS IN A NEW MENTALITY
Focus away from myopic cost reduction “outsourcing” and more toward opportunity
realization
Shifts toward utilizing emerging technology and expertise for strategic growth rather than simply process supportSlide12
THE BENEFITS OF PROACTIVE IT ENABLEMENT
The Benefits
Achieved By
Increased
Visibility
Utilizing
the web
Retained
Control
Utilizing business rules
Retained
Accountability
Utilizing roles
& permissions
Reduced
Overhead
Utilizing SLAs
Businesses stand to gain substantially through the enablement of
technology:Slide13
THROUGH TECHNOLOGY, EXISTING BPO CONCERNS ARE MINIMIZED OR ELIMINATED ALTOGETHER
INCREASED
VISIBILITY
Unlimited user licenses
Simultaneous access to data
Access from web-based devices
Knowledge transfer
RETAINED
CONTROL
Technology tailored
to your business processes
Robust workflow
capabilities
Robust business rules
Issue trackers
RETAINED
ACCOUNTABILITY
Role-based access
Detailed audit trails
Configurable to account for nuances and preferences across multiple departmentsSlide14
THROUGH TECHNOLOGY, EXISTING BPO CONCERNS ARE MINIMIZED OR ELIMINATED ALTOGETHER
RETAINED
QUALITY
Uptime guarantees (99.985% uptime)
Data quality guarantees (99%+
)
Performance-based SLA models
REDUCED
OVERHEAD
Elimination of data entry
Manual paper filing
Research tasks for other departments
Minimize vendor calls
Walking approvals
Exception handlingSlide15
Research into open credits
Time spent on payment term negotiationMonitor approvals to avoid missed discounts
BECOMING A VALUE CENTERSlide16
THE IMPORTANCE
OF A STRUCTURED
APPROACH
“As organizations increasingly make outsourcing an integral part of their operations, a new breed of professionals skilled in the design, implementation and management of these complex business relationships has emerged.”
Michael Corbett
IAOP ChairmanSlide17
THE IMPORTANCE OF A STRUCTURED APPROACH
Establishment of
Definition
of Success
Before embarking on any technical implementations, establish an agreed upon and
clearly-
defined measure of success, whether it be financial, operational, or both.
Establishment of
Governance
Models
Define a well-structured governance model to aide in the initial and ongoing ownership of accountability, controls, compliance and quality.
Definition of
Project
Structures
Invest the time in a detailed requirements gathering and project milestones. From there, the project can be properly and correctly staffed to meet the needs of the project.
Needs
Assessment
Identity and address which processes are good candidates for outsourcing and which should remain in-house. Ensure that all stakeholders are consulted to provide a holistic needs assessment.
1
2
3
4Slide18
THE IMPORTANCE OF A STRUCTURED APPROACH
Establishment of
Definition of Success
Before embarking on any technical implementations, establish an agreed upon and
clearly-defined measure of success, whether it be financial, operational, or both.
Establishment of
Governance
Models
Define a well-structured governance model to aide in the initial and ongoing ownership of accountability, controls, compliance and quality.
Definition of
Project
Structures
Invest the time in a detailed requirements gathering and project milestones. From there, the project can be properly and correctly staffed to meet the needs of the project.
Needs
Assessment
Identity and address which processes are good candidates for outsourcing and which should remain in-house. Ensure that all stakeholders are consulted to provide a holistic needs assessment.
1
2
3
4Slide19
THE IMPORTANCE OF A STRUCTURED APPROACH
Establishment of
Governance Models
Define a well-structured governance model to aide in the initial and ongoing ownership of accountability, controls, compliance and quality.
Definition of
Project
Structures
Invest the time in a detailed requirements gathering and project milestones. From there, the project can be properly and correctly staffed to meet the needs of the project.
Needs
Assessment
Identity and address which processes are good candidates for outsourcing and which should remain in-house. Ensure that all stakeholders are consulted to provide a holistic needs assessment.
Establishment of
Definition
of Success
Before embarking on any technical implementations, establish an agreed upon and
clearly-
defined measure of success, whether it be financial,
operational, or both.
1
2
3
4Slide20
THE IMPORTANCE OF A STRUCTURED APPROACH
Establishment of
Definition of Success
Before embarking on any technical implementations, establish an agreed upon and
clearly-defined measure of success, whether it be financial, operational, or both.
Needs
Assessment
Identity and address which processes are good candidates for outsourcing and which should remain in-house. Ensure that all stakeholders are consulted to provide a holistic needs assessment.
Definition of
Project
Structures
Invest the time in a detailed requirements gathering and project milestones. From there, the project can be properly and correctly staffed to meet the needs of the project.
Establishment of
Governance
Models
Define a well-structured governance model to aide in the initial and ongoing ownership of accountability, controls, compliance and quality.
1
2
3
4Slide21
Free
management to focus on using internal resources strategically
Allocation of realized benefits to re-invest in key initiatives
Maintain positive internal workforce by reduction of laborious and tedious processes
Retain the desired levels of control and process visibility
TAKING STRATEGIC ADVANTAGE OF THE BENEFITSSlide22
“
The No. 1 advantage of outsourcing effectively is the ability to free your time to concentrate on more important aspects of business ownership.”
Michael CorbettIAOP ChairmanSlide23
Through a concentrated commitment to quality, efficiency and service, XTGlobal is proud to provide end-to-end technology solutions for companies large and small. Streamline AP and document processing workflows with our customized automation solutions. Reduce overhead and operational inefficiencies with our extensive business process outsourcing (BPO) services. Staff technical resources and projects with our IT staffing services, and leverage our roster of experienced developers to serve your custom technology needs. Enhance productivity, minimize process bottlenecks and right-size your technical resources, all while realizing dramatic cost savings to your organization.
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