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1 Introduction and Overview Ph: (within Australia) or (from outside of Australia) 1

2 The Business Dilemma BPO buyers and sellers operate in a disorganised, fragmented and inefficient marketplace it s hard for willing buyers and willing sellers to find each other. Currently there is no efficient or organised mechanism in the market to minimise search time and related costs as there is no structural framework that allows potential buyers to pull together, sift through, and select information about BPO service providers. The Solution - The Sauce BPO Guide The Sauce BPO Guide provides a range of information tools, including an online directory segmented by solutions categories, to assist prospective buyers to assess the range of solutions and providers in the market place. The Sauce is a trusted and well known go-to resource for people looking for information about BPO and outsourcing. The Sauce BPO Guide builds upon the resources of the Sauce Newsletter and Research reports to provide up to date and relevant information about BPO practices and the providers currently in the marketplace. 2

3 Figure One - The Business Dilemma: BPO buyers and sellers operate in a disorganised, fragmented and inefficient marketplace 3

4 Figure Two - The Solution: The Sauce BPO Guide gives structure to the marketplace and helps buyers and sellers connect efficiently to create trading relationships. 4

5 What is The Sauce BPO Guide? Published annually and update quarterly, The Sauce BPO Guide is a series of electronic books and publications supported by an online directory of outsourcing and BPO solution providers. Each ebook examines an aspect of outsourcing and BPO, providing readers with In-depth articles and white papers on key topics Practical how-to advice Trend analysis Detailed case studies. The Sauce BPO Guide is a one-stop-shop for a vast range of easily searchable information and publications for the BPO and outsourcing industries. Why does the industry need The Sauce BPO Guide? The general lack of understanding and of misconceptions by the Australian Business community and public about outsourcing has led to the need to produce a straight forward guide to the vast range of outsourcing solutions and services available in the marketplace. Negative misconceptions about the industry have centered around: Risk and loss of control Security and privacy Poor service quality Loss of jobs and negative economic impact 5

6 To some extent these issues were valid in the first evolution of BPO (BPO 1.0), which was dominated by a lift and shift approach where cost was the primary driver. However, the industry, the services from providers, and more importantly the clients who buy those services have matured. Rather than focussing on cost, organisations rely on outsourcing to access expertise and capacity to improve the range, scope and quality of the services they provide. The bar chart below, from the Australian BPO Study 2012, highlights the primary drivers for Australian organisations to use outsourcing (where 71% of organisations state that global expansion is the primary driver): Graph One - Australian BPO Primary Drivers 6

7 Australia Lags Behind Even though some per cent of Australian organisations, use outsourcing to some extent, Australia lags behind the rest of the world in the way and extent that outsourcing is utilised. BPO Poorly Understood Education required Risk Adverse Business BPO 1.0: Lift and Shift Approach Labour Arbitage BPO 2.0: Process Re-engineering Delivers better efficiencies. Technology point solutions BPO 3.0: Transaction and outcome based de-risked pricing models. Cloud computing driven business platforms BPO 4.0: Big Data Analytics Social Media Mobility Solutions Collaboration and global networking Market is immature Inertia in many organisations Sectors Fragment - No Standardisation Competition - Evolving but no clear leaders Appetite for change, but adoption slow Growing acceptance of outsourcing solutions Growth Market - Potential for process re-engineering Move to restructure enterprise SMEs becoming a target for BPO providers Moving toward restructuring and transformation Deal size increasing - consolidated solutions Innovation to improve strategic value of BPO relationships Large Scale Contracts Leveraging global resources and skills for expansion Entering new markets and non traditional BPO areas such as Sales. Increasing use of crowd sourcing and networks of suppliers Figure Three - Australia s BPO Position Unified voice for the industry The industry needs a unified voice and a forum to assist and guide Australian businesses and all relevant stakeholders to help them understand the value the BPO and outsourcing industries contributes to individual organisations as well as to the broader business community and economy of Australia. 7

8 How will The Sauce BPO Guide fulfil its mission The Sauce BPO Guide is not one book or volume, but a series of electronic and printed publications as well as a range of online information resources that will be accessed and promoted through a variety of online and physical channels. The Sauce BPO Guide will be updated quarterly with regular digests sent to subscribers. 1. The central part of the guide is an ebook that provides an overview of the Australian BPO and outsourcing industries. The central guide is divided into sections, with each section covering a general area of outsourcing such as Evaluating BPO and Outsourcing Providers. 2. Supplementary ebooks will focus on a particular aspect or sector of the industry such as HR and RPO (Recruitment Process Outsourcing) or Supply Chain and Procurement Outsourcing. Each mini-guide will also contain a range of independently written articles as well as a series of industry sponsored white papers and case studies, focusing on a particular aspect of the industry. 3. Online directory of suppliers categorised by Service and Industry: The directory will be produced in two formats; firstly, as an online searchable directory of suppliers; and secondly in an ebook format which can be printed. The listings will be categorised by the type of BPO and Outsourcing services provided and the industries they cater for. Further Resources For more information about the editorial outline and structure please go to 8

9 To view a sample ebook please go to For more information about the online directory please go to Marketing, Distribution and Publicity The Sauce BPO Guide builds on the audience of the Sauce Newsletter and The Sauce Australian BPO study. Distribution and marketing of The Sauce BPO Guide will be conducted via a variety of channels: Each major Australian organisation with a head count of more than 500 people will be contacted and offered a free subscription to The Sauce BPO Guide free of charge. (Procurement, HR, CFO & Marketing) Regular and Telemarketing campaigns targeting key executives responsible for operations, procurement, HR, IT, finances and accounts, as well as Sales and Marketing. Banner ads on The Sauce Newsletter and Website will direct readers to the BPO guide. The Sauce goes out to a dedicated database of about 3,000 addresses (subscribers) biweekly. Extensive SEO and Social Media Campaigns (LinkedIn, Twitter, Facebook, etc), linking The Sauce BPO Guide with targeted interest groups and online forums. Distribution through electronic book retailers Amazon, Apple ibook etc and other related publications and newsletters including Outsourcing UK, Extensive link building and networking strategy with relevant business directories and associations, including the ABPOA (Australian Business Outsourcing Association and CCMA (Call Centre Management Association). 9

10 Promotion through Industry events such as the APOE (Asia Pacific Outsourcing Executive) Forum and Managed Services Conference. Target Industries Financial Services IT and Telecommunications Utilities Supply Chain, Transport and Logistics Manufacturing and Warehousing Entertainment and Hospitality Government Healthcare and Medical Education Engineering and Architecture Legal and Professionals Food and Agricultures Target Job Roles CEO, Directors, GMs and MDs CFO, Financial Controllers COO, Operations and Facilities Managers CIO, IT Managers Senior HR and Recruitment Roles Senior Customer Service Roles Senior Purchasing and Procurement Roles CMO, Senior Sales and Marketing Roles The Sauce BPO Guide is the gateway to the BPO and outsourcing industries in Australia and Asia Pacific. 10

11 Want to be involved or need to know more? Editorial For Editorial enquiries please or goto Advertising and Sponsorship For Advertising and Sponsorship enquiries please or download our media kit from Directory and Listings For Directory and Listings enquiries please thesauce.net.au or go to bpoguide/78-2/ Phone: : (within Australia) or (from outside of Australia) 11

12 12 Ph: (within Australia) (from outside of Australia)

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