Download Successful BPO Through Technology Enablement

SUCCESSFUL BPO
THROUGH TECHNOLOGY
ENABLEMENT
TRANSFORMING COST CENTER INTO VALUE
CENTER
1
AGENDA
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
TAKING STRATEGIC ADVANTAGE OF THE BENEFITS
2
THE CURRENT BPO LANDSCAPE
What 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 Services
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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 ROI
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BPO IS AN OPERATIONAL
TRAINWRECK & CANNOT
BE SUCCESSFUL
( or can it? )
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BPO BARRIERS TO ENTRY
CONCERNS
REGARDING RISK
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 implementation
•
Misdirected resources
•
Wasted time
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BPO BARRIERS TO ENTRY
CONCERNS
REGARDING
QUALITY
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 oversight
•
Financial repercussions due to inaccurate data
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BPO BARRIERS TO ENTRY
CONCERNS
REGARDING LOSS OF
CONTROL
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
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BPO BARRIERS TO ENTRY
CONCERNS
REGARDING COST
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
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As these concerns mount, the industry has focused
on a technical and philosophical shift. Welcome to….
THE
MOVEMENT
TOWARDS IT
ENABLEMENT
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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 support
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THE BENEFITS OF PROACTIVE IT ENABLEMENT
Businesses stand to gain substantially through the enablement of technology:
The Benefits
Achieved By
Increased Visibility
Utilizing the web
Retained Control
Utilizing business rules
Retained Accountability
Utilizing roles & permissions
Reduced Overhead
Utilizing SLAs
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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 departments
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THROUGH TECHNOLOGY, EXISTING BPO CONCERNS
ARE MINIMIZED OR ELIMINATED ALTOGETHER
RETAINED QUALITY
REDUCED OVERHEAD
•
•
•
•
•
•
•
•
•
Uptime guarantees (99.985% uptime)
Data quality guarantees (99%+)
Performance-based SLA models
Elimination of data entry
Manual paper filing
Research tasks for other departments
Minimize vendor calls
Walking approvals
Exception handling
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 Research into open credits
BECOMING A
VALUE CENTER
 Time spent on payment term negotiation
 Monitor approvals to avoid missed discounts
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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 Chairman
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THE IMPORTANCE OF A STRUCTURED APPROACH
1
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.
2
3
4
Definition of
Project
Structures
Establishment of
Governance
Models
Establishment of
Definition
of Success
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.
Define a well-structured
governance model to aide in the
initial and ongoing ownership of
accountability, controls,
compliance and quality.
Before embarking on any
technical implementations,
establish an agreed upon and
clearly-defined measure of
success, whether it be financial,
operational, or both.
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THE IMPORTANCE OF A STRUCTURED APPROACH
1
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.
2
3
4
Definition of
Project
Structures
Establishment of
Governance
Models
Establishment of
Definition
of Success
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.
Define a well-structured
governance model to aide in the
initial and ongoing ownership of
accountability, controls,
compliance and quality.
Before embarking on any
technical implementations,
establish an agreed upon and
clearly-defined measure of
success, whether it be financial,
operational, or both.
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THE IMPORTANCE OF A STRUCTURED APPROACH
1
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.
2
3
4
Definition of
Project
Structures
Establishment of
Governance
Models
Establishment of
Definition
of Success
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.
Define a well-structured
governance model to aide in the
initial and ongoing ownership of
accountability, controls,
compliance and quality.
Before embarking on any
technical implementations,
establish an agreed upon and
clearly-defined measure of
success, whether it be financial,
operational, or both.
19
THE IMPORTANCE OF A STRUCTURED APPROACH
1
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.
2
3
4
Definition of
Project
Structures
Establishment of
Governance
Models
Establishment of
Definition
of Success
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.
Define a well-structured
governance model to aide in the
initial and ongoing ownership of
accountability, controls,
compliance and quality.
Before embarking on any
technical implementations,
establish an agreed upon and
clearly-defined measure of
success, whether it be financial,
operational, or both.
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 Free management to focus on using internal
resources strategically
TAKING STRATEGIC
ADVANTAGE OF
THE BENEFITS
 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
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“THE NO. 1 ADVANTAGE OF
OUTSOURCING EFFECTIVELY IS THE
ABILITY TO FREE YOUR TIME TO
CONCENTRATE ON MORE IMPORTANT
ASPECTS OF BUSINESS OWNERSHIP.”
Michael Corbett
IAOP Chairman
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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.
2701 Dallas Parkway, Suite 550 | Plano TX, 75093 | 866.446.2910 |
www.xtglobal.com
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