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Considerations for Outsourcing: The Good, the Bad, the Ugly

Join us in this highly interactive, controversial, potpourri discussion on outsourcing. Handout loaded with outsourcing resources will be provided to those in attendance. Considerations for Outsourcing: The Good, the Bad, the Ugly. Presented by: Ivy Meadors

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Considerations for Outsourcing: The Good, the Bad, the Ugly

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  1. Join us in this highly interactive, controversial, potpourri discussion on outsourcing.Handout loaded with outsourcing resources will be provided to those in attendance.

  2. Considerations for Outsourcing: The Good, the Bad, the Ugly Presented by: Ivy Meadors High Tech High Touch Solutions, Inc.™ www.hthts.com ~~~ Ivy@hthts.com

  3. “You’re job is going to another company, probably offshore.”

  4. Shock, surprise, anger, disbelief, betrayed, fear

  5. Out-sourcing Co-sourcing In-sourcing

  6. Why Do Outsourcing Efforts Fail? • Unrealistic service levels • Ineffective, inaccurate metrics • Data isn't effectively captured and shared back with the primary enterprise • Failure to communicate culture change • Don’t understand why the need to change

  7. “Actual outsourcing costs”

  8. Are the Cost Reductions Real?

  9. Risks

  10. Legal Considerations

  11. Service Levels

  12. Up-selling Cross-selling Value-selling

  13. Economic impact

  14. Culture considerations (country and company)

  15. Training Requirements

  16. Technology Considerations

  17. Reachablilty and Understandability

  18. Using Outsourcing to Fuel Success

  19. Keys to Outsourcing Success • Gather proper data and evaluate • Service levels • Build a loyal customer base • Offer superb value and service • Understand the lifetime value of the effort • Guarantee this is the best thing for the enterprise AND the people “Every customer should be made to feel that the company cares about them personally.”

  20. Ensure a successful outsourcing effort • The enterprise must have: • The right liaisons • A strategy in line with the business • Do-able, measurable service levels • Proper culture • Incredible communications

  21. Function as if it is Your Own Business Manage costs, thinking of the entire company, not just your own group. "Me, Inc." Tom Peters Call Centers/SMEs are the front door to your external customers and Help Desks are the backbone. The outsource provider must focus on the customers just as you would.” - Ivy

  22. Customer-centric businessstrategy to create and sustain long-term relationships • Philosophy that aligns company activities around customer needs • Technology considerations “Don’t make it complicated!”

  23. Is the customer getting better service at a lower cost to the corporation?

  24. Bringing it home

  25. I would love to hear from you, Ivy@hthts.com High Tech High Touch Solutions, Inc. Ivy Meadors Speaker, Consultant www.hthts.com (425) 398-9292 Sign up for eSharings at www.hthts.com

  26. Disclosure Resources provided by High Tech High Touch Solutions, Inc.™ do not in any way intend to show favoritism to any one product or company, nor to infer recommendation. The resources are not intended to be all inclusive. We have provided this information to offer you resources that may assist you in your efforts to enhance your customer service offerings.

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