Succeeding with Business Process Outsourcing

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Succeeding with Business Process Outsourcing"

Transcription

1 A P P L I C A T I O N S A WHITE PAPER SERIES COMPANIES ARE SEEKING NEW WAYS TO STREAMLINE PROCESSES, REALIZE FURTHER COST REDUCTIONS AND INCREASE TIME-TO-MARKET. MANY ORGANIZATIONS ARE CONSIDERING BUSINESS PROCESS OFFSHORING TO ADDRESS THESE ISSUES. Succeeding with Business Process Outsourcing

2 1 INTRODUCTION 2 CALCULATING THE RISK 3 SYNTEL S IDENTEON OPPORTUNITY AND SITE ANALYSIS TOOL DETERMINING PROCESSES TO OUTSOURCE DETERMINING WHERE A PROCESS SHOULD BE MANAGED USING IDENTEON TO SUCCESSFULLY LAUNCH A BPO PROJECT 4 CONCLUSION: BENEFITS OF WORKING WITH SYNTEL UNIQUE IT AND BPO MODEL SMOOTH MIGRATIONS TO OFFSHORE COMMITMENT TO QUALITY SETS SYNTEL APART Succeeding with Business Process Outsourcing Due to a variety of market pressures, today s enterprises are looking beyond IT outsourcing to find additional ways to realize cost reductions and enterprise-wide improvements. Many companies are turning to business process outsourcing (BPO) to address these issues. However, business process outsourcing projects can prove disastrous unless companies select processes suitable for developing or maintaining at a remote site, whether domestically or internationally. Yet most companies are challenged to identify and evaluate issues concerning what, how, and where to outsource. This paper describes how Syntel s Identeon assessment tool can help (and has already helped) organizations with this assessment and explains why Syntel is the best choice to help organizations with their business process offshoring.

3 A strategic assessment of business processes...provides a solid foundation for a sourcing strategy. 1. INTRODUCTION While global corporations have leveraged the cost and productivity gains of IT outsourcing for years, companies are seeking new ways to streamline processes and realize further cost reductions and increase time-to-market. Many organizations are considering Business Process Offshoring (sometimes referred to as transformational services) to address these issues. Business Process Offshoring is a relatively new trend that refers to the delegation of one or more technology-enabled business processes to an offshore service provider who in turn delivers the processes based upon defined and measurable performance metrics. A variety of market forces are driving this trend, including the following: Macroeconomic Factors: Industry consolidation, the need to compete effectively, and the shortage of skilled labor in certain industry sectors have forced organizations to look for business resources around the globe. These companies realize that offshore locations can provide access to highly skilled talent with training in the latest technologies. Furthermore, offshore takes advantage of time zone differences through efficient deployment of second and third shifts, allowing global corporations to truly operate on a follow-thesun basis and take advantage of 24-hour workdays to meet or beat project deadlines. Technological Advancements: The ubiquitous nature of the Internet has been one of the key drivers in the growth of offshoring over the last five years. This coupled with the very highly reliable, available, and secure networks across the globe has enabled the seamless integration of offshore and onshore locations. And leading offshore providers are often domain experts in a variety of technologies companies can leverage these providers extremely disciplined approaches and methodologies to often exceed the quality of work done on-site. Cost reduction: The global downturn, combined with the pressure to reduce costs and increase productivity, has forced corporations to look for offshore destinations with large pools of educated people that can be trained to perform certain service functions at a substantial cost difference. 2. CALCULATING THE RISK The first and perhaps most important step in any business process outsourcing project is to select only those processes suitable for developing or maintaining at a remote site. In fact, according to E-Business Strategies, outsourcing activities that should not be outsourced is number two in the top ten reasons for offshore outsourcing failure. 1 But organizations face challenges in determining the business processes to be outsourced. Decisions on whether to outsource business processes, and on subsequently selecting a service provider, are highly dependent on the specific processes being considered. Although this seems obvious, we see enterprises routinely overlook this fundamental principle. Potential purchasers of a BPO service need to consider carefully what processes are candidates for BPO Gartner, Inc., July 2003

4 Recent high profile failures in outsourcing relationships have highlighted the need for companies to carefully assess their options and develop a sourcing strategy that ensures processes are handled where the work can best be done. However, this is easier said than done, especially in large organizations where many processes are interlinked or dependent on one another. In these instances, identifying and evaluating issues concerning what, how, and where to outsource becomes increasingly daunting. Most of the outsourcing process selection is based on gut feel and cost reduction potential only, not taking into account other important parameters such as process linkages and criticality of the process. In the absence of a careful and systematic evaluation of these issues, companies that enter into an outsourcing engagement will find themselves with sub-optimal processes or outright failures. Companies need to evaluate their business processes and not only identify the right ones to outsource, but also determine the delivery model that will best support these (identified) processes. For instance, certain processes that involve high levels of confidentiality could be outsourced to a joint venture/captive center as opposed to a shared services or external vendor. The first step, then, to any business process outsourcing initiative is to determine the following: 1. What processes can be outsourced? 2. When (or in what relative order) should these processes be outsourced? 3. Where can they be outsourced (for instance, can the process be moved to a remote location or should it remain in close proximity to the organization)? 4. How should they be outsourced (for instance, whether through a captive unit or a vendor or any other business structure)? 3. SYNTEL S IDENTEON OPPORTUNITY AND SITE ANALYSIS TOOL A strategic assessment of business processes, covering the above objectives, provides a solid foundation for a sourcing strategy. Syntel has devised a proprietary tool called Identeon to assist with this evaluation. The results of the assessment provide the customer with a high-level outsourcing and site potential analysis, which can be used to determine which processes will be outsourced, in what order, and in what manner. To fully assess a customer s situation, Syntel analysts consult with the customer about various factors, such as the organization s objectives, legal and physical constraints, personnel issues, and the significance of these factors to each process. In addition, the maturity of the process is considered to determine the ideal outsourced location. As enterprises evaluate the suitability of projects for offshore delivery, they should apply a framework that is composed of quantitative and qualitative factors. This framework will help minimize the risks of early pilot offshore projects and will lay the foundation for future success. Gartner, Inc., January 2003 Through a predetermined set of parameters, the Identeon tool measures the processes against various elements to determine its location on the Opportunity Site Assessment Chart (see figure 1). Syntel can customize parameters to fit the customer s business requirements (i.e., can discount

5 ...Today decision makers benefit from the efficiencies that BPO firms are able to provide through domain expertise, resources, and technology. Figure 1: Processes are mapped onto the Opportunity Site Assessment Chart parameters not considered relevant by the customer). The tool rates various elements for two main factors: opportunity analysis, which helps identify the processes that can be outsourced and the prioritization of outsourcing these; and site analysis, which helps identify the appropriate location for the process (onsite, offsite, nearshore, or offshore). Determining processes to outsource The Opportunity Analysis calculates the Opportunity Priority Number (OPN) on a scale from 1-5. The OPN helps identify the business processes that can be outsourced. Business processes with a higher OPN can be easily outsourced and should be outsourced first. For instance, Type of Function is one such attribute that is rated on the core/non-core nature of the business process. Similarly, Manual Component is another attribute, which rates the degree of manual work involved in the process under consideration. A total of 15 such attributes with multiple rating factors are used to arrive at the final OPN figure. Determining where a process should be managed The Site Analysis calculates the Site Priority Number (SPN), again on a scale of 1-5, with each parameter being rated for its location attributes. For instance Time Constraint, i.e. time available to deliver the business process results, is one such parameter. Similarly Availability of Skill Sets by location is another parameter. A total of ten such parameters are used to arrive at the SPN figure. The SPN is used to identify where and how a process should be outsourced. The processes with a higher SPN can be easily offshored while the ones with a low SPN should be kept onsite.

6 However, lacking any formal assessment tools, the client s operations managers and process owners were struggling to identify which processes should be outsourced to offshore and in what order. Instead, they were relying on gut feeling to come up with a list. At the same time, the operations managers were a bit reluctant to identify their own processes for offshoring, as they feared the impact on their own jobs. This is a common misperception. In reality, outsourcing ultimately helps these operations managers focus on their core functions and other strategic initiatives. At the same time, they gain an extension of their internal team without adding incremental headcount. Figure 2: Assessment results provide outsourcing recommendations The results The results of the assessment (OPN and SPN) are mapped onto an Opportunity Site Assessment (OSA) matrix (see figure 2), which indicates the final recommendation for each process considered, specifically: Process 1 should be offshored but not outsourced ( Joint Venture with a offshore Vendor, Captive Unit), Process 2 should not be outsourced and kept at the onsite location, Process 3 should be outsourced but kept onsite or onshore for outsourcing, and Process 4 should be outsourced offshore. Using Identeon to successfully launch a BPO project Syntel has worked with a number of companies to help them successfully launch and implement BPO projects. In one such instance, a leading investment management bank successfully utilized Syntel s Identeon tool and methodology to evaluate and identify processes for offshoring. The client s management team had specified a deadline by which time the company needed to implement an offshoring/cost reduction initiative. Finally, realizing that it was not equipped to determine the processes best suited for offshoring, the company called in Syntel. Two consultants from Syntel worked with the client s stakeholders and studied the candidate processes to make a recommendation. The assessment, consistent with all Syntel offshoring assessment consultations, consisted of the following steps: 1. Cataloguing the business processes 2. Identifying business objectives 3. Narrowing down the list of processes under scope based on business objectives 4. Detailed analysis of the processes based on Identeon parameters 5. Analyzing the opportunity for outsourcing using the Identeon tool along with the client stakeholders 6. Analyzing the site opportunity using the Identeon tool along with the client stakeholders 7. Charting the results on the Opportunity Assessment Matrix 8. Presenting the results to the client The assessment was conducted within one week, resulting in a list of recommended processes reconciliation, tax reclaim, and income processes for offshoring, and the order in which they should be outsourced. The client was pleased with the efficiency and soundness of the Syntel recommendations, and immediately began the transition to offshore the first process.

7 4. CONCLUSION: BENEFITS OF WORKING WITH SYNTEL Syntel has provided outsourced IT services for over 20 years. In fact, Syntel was the first US-based firm to launch a Global Service Delivery model in 1992 and leverages this model today to deliver increased time-tomarket, enhanced efficiencies, and quality improvements for a majority its Global 2000 customers. While in the past companies looked to IT outsourcing mainly for cost arbitrage, today decision makers benefit from the efficiencies that BPO firms are able to provide through domain expertise, resources, and technology. Unique IT and BPO model More recently, Syntel has combined its IT outsourcing expertise with its business process outsourcing service to deliver a unique model. Because Syntel is primarily an IT organization with extensive experience in software development and processes, it quickly automates and digitizes customers processes. For instance, it develops online tools to help customers reduce manual labor, which helps increase productivity and improve quality. Furthermore, since Syntel is able to provide all necessary services, customers are relieved of the burden of managing multiple vendors. Its global delivery-based engagement model even incorporates disaster recovery and business continuity plans to address disasters that occur at the global level. And because Syntel is a US-based company, customers can be assured of compliance with US laws and that projects are managed according to US standards. Smooth migrations to offshore Syntel uses a standardized migration methodology to manage the transition of processes from the client site to offshore. This proven methodology ensures a quicker transition without disruption and covers all stages from transition planning to operations readiness. As part of the migration, Syntel has devised an approach called KARP to identify, plan, acquire, maintain, and manage its customer s knowledge assets. Commitment to quality sets Syntel apart Any successful corporation understands that the quality and dedication of the people behind the processes and technology are what stands between success and failure. Quality focus and commitment is a key characteristic that distinguishes Syntel from many other outsourced providers. This focus extends throughout the Syntel organization, and impacts its people, processes, and technology. Syntel follows the widelyrecognized Six Sigma methodology to continually measure and improve performance and processes. As an integral part of this methodology, it adheres to the DMAIC Define, Measure, Analyze, Improve, Control framework to guide process improvement. Syntel s Global Development Centers in India are assessed at both ISO 9001 and Level 5 of the SEI CMM (Carnegie Mellon Software Engineering Institute Capability Maturity Model), making it one of just a handful of organizations in the world assessed at this level. Its delivery performance is benchmarked against the highest capability standards of this model and achieving Level 5 is the ultimate recognition in the IT industry for the maturity of Syntel s software processes. This means Syntel s solutions have been proven to deliver: Faster project timelines Greater costs savings Reduced risks Increased work efficiency Constant work process improvement Greater situational awareness Syntel s Project Management practices are based on the Project Management Institute s (PMI) Project Management Body of Knowledge, which emphasizes communication, risk management, and leadership. Most of Syntel s Project Managers are PMI-certified, or are in the process of pursuing certification, and all project managers are leaders empowered by Syntel to act in the best interest of the customer s success. Those companies seeking to reap the benefits of business process offshoring should take advantage of Syntel s outsourcing recommendation consulting. By leveraging its proven Identeon tool, Syntel can help your organization reduce the risk of failure as you consider which business processes to outsource. And once you ve determined the appropriate processes to outsource, Syntel provides the breadth and depth of services you need to confidently outsource your business processes offshore. References 1 E-Business Strategies, Top Ten Reasons for Offshore Outsourcing Failure,

8 aboutsyntel: Syntel provide custom outsourcing solutions to Global 2000 corporations. Founded in 1980, Syntel's portfolio of services includes BPO, complex application development, management, product engineering, and enterprise application integration services, as well as e-business development and integration, wireless solutions, data warehousing, CRM, and ERP. We maximize outsourcing investments through an onsite/offshore Global Delivery Service, increasing the efficiency of how complex projects are delivered. Syntel's global approach also makes a significant and positive impact on speed-to-market, budgets, and quality. We deploy a custom delivery model that is a seamless extension of your organization to fit your business goals and a proprietary knowledge transfer methodology to guarantee knowledge continuity. SYNTEL 525 E. Big Beaver, Third Floor Troy, MI phone v i s i t S y n t e l s w e b s i t e a t w w w. s y n t e l i n c. c o m

Retail s Complexity: The Information Technology Solution

Retail s Complexity: The Information Technology Solution A P P L I C A T I O N S A WHITE PAPER SERIES COMPLEXITY OF PRODUCTS, SCALE AND PROCESSES, ALONG WITH SUPPLY CHAIN CHALLENGES, PLACE EVER GREATER DEMANDS ON RETAILERS. IT SYSTEMS ARE AT THE HEART OF RETAIL

More information

The Keys to Successful Service Level Agreements Effectively Meeting Enterprise Demands

The Keys to Successful Service Level Agreements Effectively Meeting Enterprise Demands A P P L I C A T I O N S A WHITE PAPER SERIES SYNTEL, A U.S.-BASED IT SERVICE PROVIDER WITH AN EXTENSIVE GLOBAL DELIVERY SERVICE, SUGGESTS SPECIFIC BEST PRACTICES FOR REDUCING COSTS AND IMPROVING BUSINESS

More information

Achieving Operational Excellence in Mobile Telecom

Achieving Operational Excellence in Mobile Telecom A P P L I C A T I O N S A WHITE PAPER SERIES INFORMATION TECHNOLOGY IS AT THE HUB OF THE MOBILE PRODUCT AND IS CENTRAL TO DELIVERING WORLD-CLASS CUSTOMER SERVICE. IT-ENABLED SOLUTIONS PLAY A KEY ROLE IN

More information

Optimizing Application Management Outsourcing:

Optimizing Application Management Outsourcing: A P P L I C A T I O N S A WHITE PAPER SERIES SYNTEL, A U.S.-BASED IT SERVICE PROVIDER WITH AN EXTENSIVE GLOBAL DELIVERY SERVICE, SUGGESTS SPECIFIC BEST PRACTICES FOR REDUCING COSTS AND IMPROVING BUSINESS

More information

Increasing Efficiency across the Value Chain with Master Data Management

Increasing Efficiency across the Value Chain with Master Data Management APPLICATIONS A WHITE PAPER SERIES MASTER DATA MANAGEMENT ENSURES THAT THE ORGANIZATION MAINTAINS CRITICAL DATA IN SYSTEMATIZED ORDER TO AVOID DUPLICATION AND INCONSISTENCY. LARGE ORGANIZATIONS RESORT TO

More information

Optimizing 3PL Through IT

Optimizing 3PL Through IT A P P L I C A T I O N S A WHITE PAPER SERIES LOGISTICS IS A COMPLEX AND EXTREMELY CRITICAL FUNCTION, WITH REAL-TIME FLOWS OF INFORMATION AND PHYSICAL GOODS. MANY COMPANIES HAVE LEFT THIS TO THE EXPERTS

More information

EAI vs. ETL: Drawing Boundaries for Data Integration

EAI vs. ETL: Drawing Boundaries for Data Integration A P P L I C A T I O N S A W h i t e P a p e r S e r i e s EAI and ETL technology have strengths and weaknesses alike. There are clear boundaries around the types of application integration projects most

More information

Managed services for credit solutions: Driving business value in banking

Managed services for credit solutions: Driving business value in banking White Paper Managed services for credit solutions: Driving business value in banking Business solutions through information technology Entire contents 2005 by CGI Group Inc. All rights reserved. Reproduction

More information

19/10/12 1:50 PM DELIVERING WORLD CLASS IT SOLUTIONS

19/10/12 1:50 PM DELIVERING WORLD CLASS IT SOLUTIONS 19/10/12 1:50 PM DELIVERING WORLD CLASS IT SOLUTIONS ABOUT LINCOM SOLUTIONS We are a privately owned Australian IT Solutions Company established in 2006, consisting of an immensely talented and cohesive

More information

The International ICT Sourcing Ecosystem Key value enablers

The International ICT Sourcing Ecosystem Key value enablers The International ICT Sourcing Ecosystem Key value enablers Dr. Randhir Mishra Regional Director Central and Eastern Europe Satyam Computer Services Ltd randhir_mishra@satyam.com Agenda The ICT value enablers

More information

QUICK FACTS. Transitioning On-Site Support to an Off-Shore Model on Behalf of an Insurance Provider

QUICK FACTS. Transitioning On-Site Support to an Off-Shore Model on Behalf of an Insurance Provider [ Financial Services, Application Development and Management ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES QUICK FACTS Client Profile Industry: Insurance Revenue: More than $68 billion Employees:

More information

Verigy Ltd.: A New Outsourcing Model for a New Company

Verigy Ltd.: A New Outsourcing Model for a New Company Verigy Ltd.: A New Outsourcing Model for a New Company A Case Study Presented By Centroid July 2008 Outsourcing: Going Against the Flow By re-thinking the traditional approach to outsourcing, test-systems

More information

Enterprise Architecture Assessment and Set-Up

Enterprise Architecture Assessment and Set-Up ARCHITECTURE A WHITE PAPER SERIES Enterprise Architecture Assessment and Set-Up A Tool for Transforming Organization 1 2 TABLE OF CONTENTS INTRODUCTION TO ENTERPRISE ARCHITECTURE EA ASSESSMENT FRAMEWORK

More information

Optimizing Your Infrastructure for Outsourced Application Development

Optimizing Your Infrastructure for Outsourced Application Development for Outsourced Application for Outsourced Application Contents: Business Issues Surrounding Application Outsourcing............... 3 How Software Change Management Can Help Lead to Lower Costs and Greater

More information

On offshore outsourcing IT and why India is the best bet. 3. The advantages of offshore outsourcing IT

On offshore outsourcing IT and why India is the best bet. 3. The advantages of offshore outsourcing IT On offshore outsourcing IT and why India is the best bet Contents 1. Introduction 2. Offshore Outsourcing IT 3. The advantages of offshore outsourcing IT 4. IT functions ideal for mid size companies to

More information

Preparation for Distributed Development and Outsourcing

Preparation for Distributed Development and Outsourcing Preparation for Distributed Development and Outsourcing Peter Kolb Distributed and Outsourced Software Engineering, - 1 - Objectives This module will enable the participant to: Prepare a decision basis

More information

Tectura Offshore. Delivering Development Services for Microsoft Dynamics

Tectura Offshore. Delivering Development Services for Microsoft Dynamics Delivering Development Services for Microsoft Dynamics TECTURA OFFSHORE Why Tectura? TECTURA OFFSHORE SERVICES HELPS HUNDREDS OF CUSTOMERS ACROSS THE MICROSOFT DYNAMICS COMMUNITY Tectura Offshore services

More information

View Point. Lifting the Fog on Cloud

View Point. Lifting the Fog on Cloud View Point Lifting the Fog on Cloud There s a massive Cloud build-up on the horizon and the forecast promises a rain of benefits for the enterprise. Cloud is no more a buzzword. The enabling power of the

More information

Not All IT Outsourcing Project Centers are the same What s the difference? By John Beesley of CrossUSA May 2010 jbeesley@cross usa.

Not All IT Outsourcing Project Centers are the same What s the difference? By John Beesley of CrossUSA May 2010 jbeesley@cross usa. Not All IT Outsourcing Project Centers are the same What s the difference? By John Beesley of CrossUSA May 2010 jbeesley@cross usa.com 952 432 3775 Evaluating IT Rural Sourcing and Project Center models

More information

Achieve Economic Synergies by Managing Your Human Capital In The Cloud

Achieve Economic Synergies by Managing Your Human Capital In The Cloud Achieve Economic Synergies by Managing Your Human Capital In The Cloud By Orblogic, March 12, 2014 KEY POINTS TO CONSIDER C LOUD S OLUTIONS A RE P RACTICAL AND E ASY TO I MPLEMENT Time to market and rapid

More information

An RCG White Paper Ten Criteria for Offshore Outsourcing

An RCG White Paper Ten Criteria for Offshore Outsourcing Ten Criteria for Offshore Outsourcing By Roy Garrad This document is the copyrighted and intellectual property of RCG Global Services (RCG) All rights of use and reproduction are reserved by RCG and any

More information

Aligning Quality Management Processes to Compliance Goals

Aligning Quality Management Processes to Compliance Goals Aligning Quality Management Processes to Compliance Goals MetricStream.com Smart Consulting Group Joint Webinar February 23 rd 2012 Nigel J. Smart, Ph.D. Smart Consulting Group 20 E. Market Street West

More information

AN APPLICATION-CENTRIC APPROACH TO DATA CENTER MIGRATION

AN APPLICATION-CENTRIC APPROACH TO DATA CENTER MIGRATION AN APPLICATION-CENTRIC APPROACH TO DATA CENTER MIGRATION Five key success factors IT organizations today are under constant business pressure to transform their infrastructure to reduce costs, increase

More information

A Blueprint for: Microsoft Dynamics CRM Success

A Blueprint for: Microsoft Dynamics CRM Success A Blueprint for: Microsoft Dynamics CRM Success An I.B.I.S., Inc. Whitepaper by Clinton Weldon VP, Professional Services Kevin Johnson VP, Professional Services I.B.I.S., Inc. 2015 All Rights Reserved.

More information

END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE

END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE About M 2 TD M2 TD is a wholly black Owned IT Consulting Business. M 2 TD is a provider of data center consulting and managed services. In a rapidly changing

More information

Eleven Steps to Success in Data Warehousing

Eleven Steps to Success in Data Warehousing A P P L I C A T I O N S A WHITE PAPER SERIES BUILDING A DATA WAREHOUSE IS NO EASY TASK... THE RIGHT PEOPLE, METHODOLOGY, AND EXPERIENCE ARE EXTREMELY CRITICAL Eleven Steps to Success in Data Warehousing

More information

A Blueprint for Business Software Implementation Success

A Blueprint for Business Software Implementation Success A Blueprint for Business Software Implementation Success An I.B.I.S., Inc. Whitepaper by Kevin Johnson VP, Professional Services Clinton Weldon VP, Professional Services I.B.I.S., Inc. 2015 All Rights

More information

Selecting an Outsourcing Partner for Offshoring

Selecting an Outsourcing Partner for Offshoring Selecting an Outsourcing Partner for Offshoring Avirag Jain TABLE OF CONTENTS 1. Executive Summary.. 1 2. Introduction 2 3. Challenges in the Outsourcing Industry.. 3 4. How to Evaluate Your IT Outsourcing

More information

AN APPLICATION-CENTRIC APPROACH TO DATA CENTER MIGRATION

AN APPLICATION-CENTRIC APPROACH TO DATA CENTER MIGRATION AN APPLICATION-CENTRIC APPROACH TO DATA CENTER MIGRATION Five key success factors Whether the decision to relocate or consolidate a data center is driven by cost pressure or the need for greater IT efficiency,

More information

Business Process Outsourcing Considerations with a Focus on the Customer Experience

Business Process Outsourcing Considerations with a Focus on the Customer Experience Educational Whitepaper Business Process Outsourcing Considerations with a Focus on the Customer Experience www.vertek.com Business Process Outsourcing Considerations with a Focus on the Customer Experience

More information

India Offshore Delivery Center

India Offshore Delivery Center India Offshore Delivery Center White Paper Copyright : Experis IT Pvt Ltd, India WHITE PAPER: In today s global economy, the word outsourcing has become synonymous with offshoring. Having an offshore strategy

More information

CONSULTANTS TO THE INSURANCE INDUSTRY IT DEVELOPMENT QA TESTING CEDERIGHT REINSURANCE STAFF AUGMENTATION

CONSULTANTS TO THE INSURANCE INDUSTRY IT DEVELOPMENT QA TESTING CEDERIGHT REINSURANCE STAFF AUGMENTATION CONSULTANTS TO THE INSURANCE INDUSTRY IT DEVELOPMENT QA TESTING CEDERIGHT REINSURANCE STAFF AUGMENTATION S I M P L I F Y I N G W H AT M AT T E R S 2 OUR EXPERTISE 01 02 03 04 IT Development QA Testing

More information

Service. Lending Managed Services Increase Efficiency, Reduce Cost and Improve the Customer Experience Within Your Lending Operations

Service. Lending Managed Services Increase Efficiency, Reduce Cost and Improve the Customer Experience Within Your Lending Operations Service Lending Managed Services Increase Efficiency, Reduce Cost and Improve the Customer Experience Within Your Lending Operations Service As the new global economy continues to evolve, the success

More information

Lawson Healthcare Solutions Optimization of Key Resources Forms a Foundation for Excellent Patient Care

Lawson Healthcare Solutions Optimization of Key Resources Forms a Foundation for Excellent Patient Care Lawson Healthcare Solutions Optimization of Key Resources Forms a Foundation for Excellent Patient Care Healthcare organizations continue to experience an alarming erosion of their operational foundation,

More information

Right-Sizing Electronic Discovery: The Case For Managed Services. A White Paper

Right-Sizing Electronic Discovery: The Case For Managed Services. A White Paper Right-Sizing Electronic Discovery: The Case For Managed Services A White Paper 1 2 Table of Contents Introduction....4 An Overview of the Options...4 Insourcing: Bringing E-Discovery Processes In-House....4

More information

Closed blocks outsourcing How life insurers can reduce cost and improve focus

Closed blocks outsourcing How life insurers can reduce cost and improve focus Closed blocks outsourcing How life insurers can reduce cost and improve focus Introduction Life insurance is a business in which customers are serviced long after the sale. Servicing includes policy administration,

More information

SOURCING INSIGHT Legal Process Outsourcing A Trestle Group Research Publication

SOURCING INSIGHT Legal Process Outsourcing A Trestle Group Research Publication SOURCING INSIGHT Legal Process Outsourcing Over the past 7 to 8 years, Trestle Group has witnessed legal process outsourcing (LPO) gaining major importance in the sourcing sector, adding to the ever growing

More information

QUICK FACTS. Implementing Business Intelligence and Retail Signal Solutions for Sony PlayStation TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES

QUICK FACTS. Implementing Business Intelligence and Retail Signal Solutions for Sony PlayStation TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES [ Manufacturing, Data Services ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES Client Profile Industry: Video and computer entertainment Global Revenue: $77.58 billion Employees: More than 162,000

More information

IT Cost Reduction. Doing More with Less. Anita Ballaney, Vishwanath Shenoy, Michael Gavigan. Strategic IT cost reduction - Doing More with Less

IT Cost Reduction. Doing More with Less. Anita Ballaney, Vishwanath Shenoy, Michael Gavigan. Strategic IT cost reduction - Doing More with Less IT Cost Reduction Doing More with Less Anita Ballaney, Vishwanath Shenoy, Michael Gavigan Strategic IT cost reduction - Doing More with Less The current economic climate will force all businesses to thoroughly

More information

TRANSFORMING THROUGH OUTSOURCING: MANAGED SERVICES AS A STRATEGIC TOOL FOR COMMUNICATION SERVICE PROVIDERS

TRANSFORMING THROUGH OUTSOURCING: MANAGED SERVICES AS A STRATEGIC TOOL FOR COMMUNICATION SERVICE PROVIDERS TRANSFORMING THROUGH OUTSOURCING: MANAGED SERVICES AS A STRATEGIC TOOL FOR COMMUNICATION SERVICE PROVIDERS CONTENTS EXECUTIVE SUMMARY 1 KEY DRIVERS FOR OUTSOURCING 1 OUTSOURCING AS A STRATEGY: KEY BENEFITS

More information

P rovi di ng th e tale nt that dr ive s you r b us i n e s s s uc ce s s

P rovi di ng th e tale nt that dr ive s you r b us i n e s s s uc ce s s P rovi di ng th e tale nt that dr ive s you r b us i n e s s s uc ce s s When other companies are finished, we re just getting started. At Veritude we understand the importance of having a great team and

More information

Contact Centers in the Cloud: A Better Way to Source

Contact Centers in the Cloud: A Better Way to Source Contact Centers in the Cloud: A Better Way to Source By Irwin Lazar Vice President and Service Director, Nemertes Research Executive Summary Contact Center Software as a Service (CCSaaS) solutions provide

More information

Examining the Evolving Offshore Business Process Outsourcing Model: A Practitioner s Perspective of BPO Generation 2.0

Examining the Evolving Offshore Business Process Outsourcing Model: A Practitioner s Perspective of BPO Generation 2.0 Leadership Perspective from Perot Systems Examining the Evolving Offshore Business Process Outsourcing Model: A Practitioner s Perspective of BPO Generation 2.0 The BPO Generation 2.0 model defines a more

More information

Talent & Organization. Change Management. Driving successful change and creating a more agile organization

Talent & Organization. Change Management. Driving successful change and creating a more agile organization Talent & Organization Change Management Driving successful change and creating a more agile organization 2 Organizations in both the private and public sectors face unprecedented challenges in today s

More information

Anatomy of an Enterprise Software Delivery Project

Anatomy of an Enterprise Software Delivery Project Chapter 2 Anatomy of an Enterprise Software Delivery Project Chapter Summary I present an example of a typical enterprise software delivery project. I examine its key characteristics and analyze specific

More information

Readymade SharePoint Apps

Readymade SharePoint Apps www.adapt-india.com Adapt will help you discover the ultimate value behind your SharePoint investment, which is, how it can work with your existing environment and beyond. Adapt brings a unique blend of

More information

I D C A N A L Y S T C O N N E C T I O N

I D C A N A L Y S T C O N N E C T I O N I D C A N A L Y S T C O N N E C T I O N David Tapper Vice President, Outsourcing and Managed Services T h e B u s i n e ss Value of Managed Servi c e s i n Optimizing Productivi t y, D r i vi n g D ow

More information

Meeting the challenge of software quality and maximizing return on investment Performance driven. Quality assured.

Meeting the challenge of software quality and maximizing return on investment Performance driven. Quality assured. Testing Services Meeting the challenge of software quality and maximizing return on investment Performance driven. Quality assured. Introduction Today, insightful IT departments understand that software

More information

Achieving High Performance with Application Outsourcing

Achieving High Performance with Application Outsourcing Achieving High Performance with Application Outsourcing 2 Needed now: The right team to get the most from your application portfolio now, next year and every year To be sure that your applications can

More information

Operations Excellence in Professional Services Firms

Operations Excellence in Professional Services Firms Operations Excellence in Professional Services Firms Published by KENNEDY KENNEDY Consulting Research Consulting Research & Advisory & Advisory Sponsored by Table of Contents Introduction... 3 Market Challenges

More information

CGI Payments360. Moving money with greater agility and confidence. Experience the commitment

CGI Payments360. Moving money with greater agility and confidence. Experience the commitment CGI Payments360 Moving money with greater agility and confidence Experience the commitment Addressing today s payments realities Customers want the ability to buy anything, pay anyone and bank anywhere

More information

Solutions for On Demand Business. The choice is clear: IBM and Oracle Applications

Solutions for On Demand Business. The choice is clear: IBM and Oracle Applications Solutions for On Demand Business The choice is clear: IBM and Oracle Applications DON T BASE TODAY S DECISION ON LAST WEEK S INFORMATION. Competitive advantage is not just a matter of what you know, but

More information

Accenture and Software as a Service: Moving to the Cloud to Accelerate Business Value for High Performance

Accenture and Software as a Service: Moving to the Cloud to Accelerate Business Value for High Performance Accenture and Software as a Service: Moving to the Cloud to Accelerate Business Value for High Performance Is Your Organization Facing Any of These Challenges? Cost pressures; need to do more with the

More information

Private Cloud: Key considerations for an insurance agency

Private Cloud: Key considerations for an insurance agency white paper private cloud Private Cloud: Key considerations for an insurance agency in the insurance industry, there are many options for meeting insurance agency information technology requirements. An

More information

How do you manage the growing complexity of software development? Is your software development organization as responsive to your business needs as

How do you manage the growing complexity of software development? Is your software development organization as responsive to your business needs as How do you manage the growing complexity of software development? Is your software development organization as responsive to your business needs as it could be? Borland Core SDP enables your IT organization

More information

VISIONIT URBAN ONSHORE TM CENTER

VISIONIT URBAN ONSHORE TM CENTER VISIONIT URBAN ONSHORE TM CENTER URBAN OUTSOURCING IN DETROIT American companies have historically turned to offshoring, the practice of outsourcing operations to foreign countries, as a way to curb operating

More information

Six Steps to Migration Project Success

Six Steps to Migration Project Success A P P L I C A T I O N S A WHITE PAPER SERIES MANY ORGANIZATIONS ARE ADOPTING MIGRATION AS A STRATEGY TO RESOLVE THEIR BUSINESS AND IT CHALLENGES. THE GOAL OF THIS WHITE PAPER IS TO PROVIDE BUSINESSES WITH

More information

Project, Program & Portfolio Management Help Leading Firms Deliver Value

Project, Program & Portfolio Management Help Leading Firms Deliver Value in collaboration with Project, Program & Portfolio Help Leading Firms Deliver Value Managing Effectively & Efficiently Through an Enterprise PMO Program & Portfolio : Aligning IT Capabilities with Business

More information

Transform HR into a Best-Run Business Best People and Talent: Gain a Trusted Partner in the Business Transformation Services Group

Transform HR into a Best-Run Business Best People and Talent: Gain a Trusted Partner in the Business Transformation Services Group SAP Services Transform HR into a Best-Run Business Best People and Talent: Gain a Trusted Partner in the Business Transformation Services Group A Journey Toward Optimum Results The Three Layers of HR Transformation

More information

US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS

US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS Whitepaper Eagle Creek Software Services March 2015 Introduction CRM services are shifting from a focus on point solution

More information

ORACLE NAIO Excellence combined with Quality A CMMI Case study

ORACLE NAIO Excellence combined with Quality A CMMI Case study CASE STUDY ORACLE NAIO Excellence combined with Quality A CMMI Case study softwaredi xide com www.qaiasia.com THE CLIENT Process and Quality are important for measuring improvement. Improvement means different

More information

Elevator Service Preventive or Predictive

Elevator Service Preventive or Predictive www.wipro.com Elevator Service Preventive or Predictive Market Differentiation Through Remote Monitoring Data and a Predictive Service Program Russell Gray Sr. Consultant, Business Process Group Aftermarket

More information

GETTING THE MOST FROM THE CLOUD. A White Paper presented by

GETTING THE MOST FROM THE CLOUD. A White Paper presented by GETTING THE MOST FROM THE CLOUD A White Paper presented by Why Move to the Cloud? CLOUD COMPUTING the latest evolution of IT services delivery is a scenario under which common business applications are

More information

EXTENDING YOUR REACH GLOBALLY THROUGH OUTSOURCING

EXTENDING YOUR REACH GLOBALLY THROUGH OUTSOURCING WELCOME EXTENDING YOUR REACH GLOBALLY THROUGH OUTSOURCING Realizing benefits An Insight by: Dr. Madhu Singh, PMP VP Telecom Group Global Consultants Inc. (GCI) Outsourcing (i.e., Global Sourcing) A Mantra

More information

Infrastructure consulting. Global Infrastructure

Infrastructure consulting. Global Infrastructure Infrastructure consulting Global Infrastructure Services Operational costs systems availability compliance and security energy and power usage disaster recovery all contribute to today s increasingly complex

More information

Marketing Analysis Framework of Business Process Outsourcing in China

Marketing Analysis Framework of Business Process Outsourcing in China Marketing Analysis Framework of Business Process Outsourcing in China WANG Xindi, GUAN Zhongliang School of Economics and Management of Beijing Jiaotong University, P.R.China, 100044 Abstract Business

More information

Accelerate Your Enterprise Private Cloud Initiative

Accelerate Your Enterprise Private Cloud Initiative Cisco Cloud Comprehensive, enterprise cloud enablement services help you realize a secure, agile, and highly automated infrastructure-as-a-service (IaaS) environment for cost-effective, rapid IT service

More information

QUICK FACTS. Implementing Oracle Business Intelligence Applications 11g for a Fortune 500 Corporation

QUICK FACTS. Implementing Oracle Business Intelligence Applications 11g for a Fortune 500 Corporation [ Manufacturing, Analytics Services ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES Client Profile Industry: Appliances manufacturing Revenue: $146 billion (parent company) Employees: 305,000 (parent

More information

CONSULTING SERVICES Business & technology consulting and managed services

CONSULTING SERVICES Business & technology consulting and managed services CONSULTING SERVICES Business & technology consulting and managed services SUNGARD CONSULTING SERVICES Leveraging global delivery to help drive operational efficiency while reducing IT cost Companies face

More information

Accenture & NetSuite

Accenture & NetSuite Accenture & NetSuite Gray background is only to allow visibility of all elements on page. Delete as needed. Delivering High Performance Turn off NOTES in Layers menu to Through the Cloud eliminate these

More information

Requirements of the German Mittelstand in outsourcing provider selection

Requirements of the German Mittelstand in outsourcing provider selection Thesis paper Requirements of the German Mittelstand in outsourcing provider selection An analysis by Pierre Audoin Consultants (PAC) on the German mid-market and Wipro s role in this market January 2013

More information

Elements of a Successful Enterprise Application Integration

Elements of a Successful Enterprise Application Integration A P P L I C A T I O N S A WHITE PAPER SERIES THE FASTER A BUSINESS RESPONDS TO CUSTOMER NEEDS, THE GREATER ITS CHANCES FOR SUCCESS. Elements of a Successful Enterprise Application Integration tthe FASTER

More information

2013 North American Unified Communications Server Virtualization Product Leadership Award

2013 North American Unified Communications Server Virtualization Product Leadership Award 2013 North American Unified Communications Server Virtualization Product Leadership Award 2013 Product Leadership Award Unified Communications (UC) Server Virtualization North America, 2013 Frost & Sullivan

More information

Business Process Outsourcing and Offshoring

Business Process Outsourcing and Offshoring Business Process Outsourcing and Offshoring New Strategies in Support Service Optimization and Global Sourcing Business & Outsourcing Conference 18. 19.11.2008 Crowne Plaza, Helsinki Soeren Dressler, Ph.D.

More information

Outsourcing: Moving from Tactics to Strategy

Outsourcing: Moving from Tactics to Strategy Outsourcing: Moving from Tactics to Strategy Everyone knows what IT outsourcing is. You assign the technical call center to India. Right? Not any more. Outsourcing traditionally has been about reducing

More information

How a Hybrid Cloud Strategy Can Empower Your IT Department

How a Hybrid Cloud Strategy Can Empower Your IT Department How a Hybrid Cloud Strategy Can Empower Your IT Department A step-by-step guide for developing and implementing a flexible cloud solution 1 / 11 IT service delivery, particularly in the cloud, has evolved

More information

FUJITSU Legacy Modernization Migration from Lotus Notes to Microsoft Exchange, Microsoft SharePoint and.net

FUJITSU Legacy Modernization Migration from Lotus Notes to Microsoft Exchange, Microsoft SharePoint and.net FUJITSU Legacy Modernization Migration from Lotus Notes to Microsoft Exchange, Microsoft SharePoint and.net FUJITSU Legacy Modernization Migration from Lotus Notes to Microsoft Exchange, Microsoft SharePoint

More information

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material,

More information

Organizing for Sourcing Excellence Insights for impact on profitability and revenue.

Organizing for Sourcing Excellence Insights for impact on profitability and revenue. Organizing for Sourcing Excellence Insights for impact on profitability and revenue. The Transformation of Procurement Strategic decision making opportunities that can have immediate impact on profitability

More information

Sonata Managed Application Lifecycle Services

Sonata Managed Application Lifecycle Services Sonata Managed Application Lifecycle Services Leveraging IT to Deliver Growth-Centric Business Transformation Make IT an Enabler of Your Business with the Right Partner In today s complex and ever-changing

More information

Application Support Solution

Application Support Solution Application Support Solution White Paper This document provides background and administration information on CAI s Legacy Application Support solution. PRO00001-MNGMAINT 080904 Table of Contents 01 INTRODUCTION

More information

Shared Service Centers Capturing the Potential

Shared Service Centers Capturing the Potential Shared Service Centers Capturing the Potential Table of Contents A mature Business Concept Ready for the next Stage Next Generation Shared Service Centers Shared Services: An integral Part of your Sourcing

More information

Business Process Services: A Value-Based Approach to Process Improvement and Delivery

Business Process Services: A Value-Based Approach to Process Improvement and Delivery WHITE PAPER Business Process Services: A Value-Based Approach to Process Improvement and Delivery In this white paper, we examine how your business can be improved through business process services. Business

More information

Soaring Workforce Management Costs

Soaring Workforce Management Costs White Paper Soaring Workforce Management Costs Our mission is to harness combined power of domain knowledge, expert technology, and firm commitment to deliver intelligent and intuitive Software as a Service

More information

CGI s Global Infrastructure Services Bringing our best to your table

CGI s Global Infrastructure Services Bringing our best to your table CGI s Global Infrastructure Services Bringing our best to your table cgi.com 2 CGI delivers Best value global delivery, providing immediate access to resources through delivery centers across four continents.

More information

AN INNOVATIVE SQA SERVICE MATURITY MODEL USING CMMI AND ITIL

AN INNOVATIVE SQA SERVICE MATURITY MODEL USING CMMI AND ITIL AN INNOVATIVE SQA SERVICE MATURITY MODEL USING CMMI AND ITIL Shankar Gurumoorthy Senior Quality Leader, Bangalore, India shankar.gtech@gmail.com ABSTRACT This paper details a maturity model for SQA services

More information

WHITE PAPER. Realizing the Value of Unified Communications

WHITE PAPER. Realizing the Value of Unified Communications Realizing the Value of Unified Communications TABLE OF CONTENTS Executive Summary...3 Maximizing the Benefit of Unified Messaging...3 Why Should You Consider Unified Messaging?...3 Overview...3 The Challenges

More information

GLOBAL BUSINESS SERVICES

GLOBAL BUSINESS SERVICES GLOBAL BUSINESS SERVICES Taking Business Support Functions to the Next Level Sue Danino, Partner, ISG www.isg-one.com INTRODUCTION As economic pressures continue to abound, many corporations are looking

More information

Leveraging CMMI framework for Engineering Services

Leveraging CMMI framework for Engineering Services Leveraging CMMI framework for Engineering Services Regu Ayyaswamy, Mala Murugappan Tata Consultancy Services Ltd. Introduction In response to Global market demand, several OEMs adopt Global Engineering

More information

Enabling HR service delivery

Enabling HR service delivery Enabling HR service delivery Cloud HR 9 10 HR shared services and Outsourcing Global privacy and Security 11 12 Social media 10 HR Shared Services and Outsourcing Has your organization implemented service

More information

IDC MarketScape Excerpt: Worldwide HR BPO 2014 Vendor Assessment

IDC MarketScape Excerpt: Worldwide HR BPO 2014 Vendor Assessment IDC MarketScape IDC MarketScape Excerpt: Worldwide HR BPO 2014 Vendor Assessment Lisa Rowan THIS IDC MARKETSCAPE EXCERPT FEATURES: ADP IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape HR Business Process

More information

Transforming to the Mailroom of the Future Today: Digital Imaging and Automation Lower Costs and Improve Quality

Transforming to the Mailroom of the Future Today: Digital Imaging and Automation Lower Costs and Improve Quality Transforming to the Mailroom of the Future Today: Digital Imaging and Automation Lower Costs and Improve Quality The Outsourcing Institute Year-after-year growth is good news for a company's profit centers.

More information

RESEARCH NOTE THE EVOLVING BUSINESS CASE FOR TIER-1 ERP IN MIDSIZE COMPANIES

RESEARCH NOTE THE EVOLVING BUSINESS CASE FOR TIER-1 ERP IN MIDSIZE COMPANIES RESEARCH NOTE THE EVOLVING BUSINESS CASE FOR TIER-1 ERP IN MIDSIZE COMPANIES THE BOTTOM LINE Today, usability improvements and rapid implementation tools that simplify deployments make enterprise applications

More information

Critical Steps to Help Small and Mid-Sized Businesses Ensure CRM Success

Critical Steps to Help Small and Mid-Sized Businesses Ensure CRM Success Critical Steps to Help Small and Mid-Sized Businesses Ensure CRM Success Table of Contents Abstract............................................ 3 CRM Drivers and Benefits............................. 4

More information

IBM Information Technology Services Global sourcing.

IBM Information Technology Services Global sourcing. IBM Information Technology Services Global sourcing. Move with agility and challenge competitors worldwide. Globalization. Growth. Compliance.» The challenges that you face today in the financial services

More information

www.hcltech.com ANALYTICS STRATEGIES FOR INSURANCE

www.hcltech.com ANALYTICS STRATEGIES FOR INSURANCE www.hcltech.com ANALYTICS STRATEGIES FOR INSURANCE WHITEPAPER July 2015 ABOUT THE AUTHOR Peter Melville Insurance Domain Lead Europe, HCL He has twenty five years of experience in the insurance industry

More information

Cloud Computing in Banking

Cloud Computing in Banking Financial Services the way we see it Cloud Computing in Banking What banks need to know when considering a move to the cloud Contents 1 Overview 3 2 Why Cloud Computing for Banks? 4 2.1 Cost Savings and

More information

: 71870 ELEANORA LN RANCHO MIRAGE, CA 92270, USA.

: 71870 ELEANORA LN RANCHO MIRAGE, CA 92270, USA. G r o w Y o u r B u s i n e s s, i n c r e a s e y o u r p r o f i t & s a t i s f y y o u r c u s t o m e r s Call Center Services ERA TECH Call Centers helps large and small Business in every industry

More information

10 ACD/CRM Questions Answered. Table of Contents

10 ACD/CRM Questions Answered. Table of Contents 10 ACD/CRM Questions Answered Table of Contents INTRODUCTION 1 1) What are the basics? 1 2) We already have integrated our ACD with a CRM...Haven t we? 1 3) What Can I Expect for CRM Availability Beyond

More information

The Why & How of Managed Services

The Why & How of Managed Services SOLUTIONS Cut Costs While Improving Productivity The Why & How of Managed Services What are Managed Services? CIOs all face similar challenges: cost containment, reliability of systems and keeping pace

More information