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This presentation explores the common concerns surrounding the implementation of a BPO program, and how technology enablement has begun to minimize and even alleviate such concerns. Also included are the key project components to consider when evaluating BPO providers and preparing to outsource elements of your business. When implemented successfully, business process outsourcing can transform areas of an organization from being a financial burden to being a highly-valued profit center.
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SUCCESSFUL BPO THROUGH TECHNOLOGY ENABLEMENT TRANSFORMING COST CENTER INTO VALUE CENTER
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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
AGENDA
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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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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
CONCERNS REGARDING RISK
BPO BARRIERS TO ENTRY
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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
BPO BARRIERS TO ENTRY
CONCERNS REGARDING QUALITY
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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 ENTRY
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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 ENTRY
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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
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:
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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• 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 handling
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Research into open credits
Time spent on payment term negotiation
Monitor approvals to avoid missed discounts BECOMING A VALUE CENTER
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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 CorbettIAOP Chairman
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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 4
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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 4
19
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 4
20
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 4
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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 BENEFITS
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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 CorbettIAOP 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
