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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 3 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 4 BPO IS AN OPERATIONAL TRAINWRECK & CANNOT BE SUCCESSFUL ( or can it? ) 5 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 6 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 7 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 8 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 9 As these concerns mount, the industry has focused on a technical and philosophical shift. Welcome to…. THE MOVEMENT TOWARDS IT ENABLEMENT 10 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 11 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 12 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 13 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 14 Research into open credits BECOMING A VALUE CENTER Time spent on payment term negotiation Monitor approvals to avoid missed discounts 15 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 16 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. 17 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. 18 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. 20 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 21 “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 22 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 23