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Outsourcing: Who Needs It? Who Wants it?

Outsourcing: Who Needs It? Who Wants it?. How outsourcing can affect people and processes in your company. TAWPI November 16, 2006. Today’s Agenda. Outsourcing as we know it Why outsource? What to outsource? What happens – or should happen - when you do? Who are we?.

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Outsourcing: Who Needs It? Who Wants it?

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  1. Outsourcing: Who Needs It?Who Wants it? How outsourcing can affect people and processes in your company. TAWPI November 16, 2006 (c) Graber Associates LLC 2006 www.graberassociates.net

  2. Today’s Agenda • Outsourcing as we know it • Why outsource? • What to outsource? • What happens – or should happen - when you do? • Who are we? (c) Graber Associates LLC 2006 www.graberassociates.net

  3. What is Outsourcing, Anyway? • Outsourcing vs. Offshoring • Some facts and figures • CapGemini paid $1.3bn for Kanbay (6,900 workers, majority in India). • IBM $160m for Daksh. Fujitsu adds 800 staff at two Indian development centers thru purchase of Rapidigm. EDS $380m takeover of Mphasis. • Six of top ten vendors have > 20% of workforces in low-cost delivery locations. • To compete with India's major software services firms. • India huge, China not yet. Top ten firms have 109,000 staff (14% of workforces)based in India . They have 6,000, or <1%, in China. • Other continents’ hot spots: Brazil, Costa Rica,Hungary, Czech Republic, Poland, and Philippines. • Like LogicaCMG, successful firms can blend onshore, near shore, and offshore support for optimum balance of quality and savings. (c) Graber Associates LLC 2006 www.graberassociates.net

  4. Why Outsource? • Outsourcing is an overall strategy • Not a tactical decision to fix a problem • Can always come “back in-house” later • Mantra: “Better faster cheaper” • Try to maintain core skills inside the company versus outsourcing • Outsource to bridge personnel gaps (c) Graber Associates LLC 2006 www.graberassociates.net

  5. What to Outsource • Potentially any function can be outsourced • What We Outsource and Why • Financial and accounting functions • Design and layout • What Our Clients Outsource to Us and Why • When our experience, skills, and interests complement them • Examples • Some of the Things We’ve Learned Along the Way • Not to assume clients really know what we do and why • Importance of “being managed” • Not to be pigeonholed (c) Graber Associates LLC 2006 www.graberassociates.net

  6. Potential Outsourced Functions (c) Graber Associates LLC 2006 www.graberassociates.net

  7. What Not to Outsource • The importance of “brand” and acknowledged affiliations • Political appointment tiers; Sony and Intel • They are your values. It’s your reputation • Recent consumer experience • Everyone Must Keep Control of: • Planning and Budgeting • Policy Setting • Supplier Management • Performance Management and Reporting • Customer Relationship Management (c) Graber Associates LLC 2006 www.graberassociates.net

  8. People Issues • How will staff react to outsiders? • Consider taking an “educational” approach • Maintain open and frequent communications with employees • Outsourced assistance most likely more experienced – not junior people • Staff can learn from more experienced, temporary workers • If both sides open minded and willing • Mr. Fernwell, Nerlman, and “Bob” (c) Graber Associates LLC 2006 www.graberassociates.net

  9. Process • Managed vs. informed • The importance of trust • “Yes, Mr. General Secretary – trust, but verify” • Create workable Service Level Agreements (SLA’s) • Quisquis custodiet custodes • (SLA report cards; green-yellow-red; the limits to usefulness of such reports) • Knowledge sharing • The higher the skill level, the more it’s necessary • Our client’s example of knowledge sharing; the auto mechanic • Outsourced services need little oversight • Outsourced workers do need to be involved and informed • Both sides need to see outsourced workers as “part of the company” (c) Graber Associates LLC 2006 www.graberassociates.net

  10. Some Creative Examples • Wendy’s Call Center:“Thinking Outside the Bun” • Drive thru order taken in Nashua,NH call center • Oregon Prisons Call Center • “Win win” behind bars • Printing Supply Company’s Quest for Lower Costs • Ship to Vietnam in containers, get work done, have shipped back. Still cheaper than doing it here…seeking ever-lower labor costs • But it’s for commodity items & services; price-driven • Accounting Auction • Pros : cost certainty, transparency of qualifications • Cons: Job hopping, lack of backup and commitment (c) Graber Associates LLC 2006 www.graberassociates.net

  11. Summary • Outsourcing “outside the box” • Any company can outsource if required • Strategic versus tactical justification • Outsourced workers and employees work hand-in-hand as teammates • Maintain open and continuous communications with employees and outsourced workers (c) Graber Associates LLC 2006 www.graberassociates.net

  12. Sources Consulted for This Session • Boston Globe: Nov. 5, 2006 – Wendy’s • E-Week: Oct. 2, 2006 – Peter Coffee on Branding • Info Week: Oct 24, 2006 – Paul McDougall on Outsourcing, Quoting Workers • Computer Weekly: June 21, 2005 – Anna Cook opinion piece on redressing the outsourcer-client balance • E-Week: November 16, 2005 – Martha Young on the High Costs of Outsourcing • Sourcing Magazine: September 1, 2005 – Dian Schaffhauser on Nine Tips for Outsourcing Your Software Testing • CFO.com: November 13, 2006 – Laura DeMars, “Accountants, Going Once, Going Twice” • Deloitte and Touche: April 2005 report, “Calling a Change in the Outsourcing Market” • …and of course, our own hard-earned wisdom born of experience (c) Graber Associates LLC 2006 www.graberassociates.net

  13. Graber Associates LLC • Founded in August 2002 • Public Relations • Press releases Message development • Press and analyst tours Press kits • Press training • Marketing • Collateral Trade show support • Web site content Sales sheets • Company backgrounders • Research • Vendor reviews Potential partners • Customer satisfaction surveys • Contact information • ray@graberassociates.net tom@graberassociates.net • 781-221-0018 617-323-5694 (c) Graber Associates LLC 2006 www.graberassociates.net

  14. Thank You How outsourcing can affect people and processes in your company. TAWPI November 16, 2006 (c) Graber Associates LLC 2006 www.graberassociates.net

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