2 Out.source ( out,sors ) Verb (trans-) Obtain (goods or services) from an outside supplier, especially in place of an internal source: outsourcing (as n) can dramatically lower total costs. Our front cover shows a Monarch butterfly (Danaus plexippus). The name was first used in 1874 by Samuel H Scudder because: it is one of the largest of our butterflies and rules a vast domain. Featuring a wingspan of up to 10cm and beyond, Monarchs are especially noted for their lengthy annual migrations. In North America they make massive southward movements starting in August until the first frosts appear. A northward migration occurs in the following spring. The Monarch is the only butterfly that migrates both north and south as the birds do and, like them, migrating is a means of exploiting a wider and more diverse territory. Intriguingly, no single individual will ever make the entire round trip. Maybe they outsource their knowledge to others? Monarchs have another great strategy to help them survive and thrive: the preferred food of the caterpillar is milkweed. This plant makes the Monarch very distasteful to predators.
3 Our fast changing world has led to an evergrowing interest in outsourcing: an interest driven, at least in part, by the growing realisation that forming close working partnerships with relevant specialists can facilitate business growth and development. The whole process of outsourcing, as we define it at Qcom, is certainly so much more than a means of getting rid of a problematic or non-core aspect of your business. In fact, we assert that a well chosen, well-managed outsourced relationship is an increasingly tried and tested means of helping organisations to improve profitability and scale. As an outsourcing specialist (with a long track record of being a trusted partner) Qcom is currently delivering multi-technology functions and services to a widespread of clients. Our combined experience is that it makes sound business sense for both parties. Specifically, we have expertise in extending outsourcing into the realm of after-sales on specialist technologies for original equipment manufacturers (OEMs), and their sales channels. Already we are supporting a range of technology embracing Auto-ID and handheld scanners, telephony, mobile technology, IT equipment and much more besides. Hopefully this brochure will encourage you to consider migrating your business to Outsourcing. We d certainly welcome the opportunity to talk to you in more detail. Best wishes Neil Anderson
4 Building Better Businesses An outsourced relationship is a powerful business tool that has the ability to deliver immediate benefits to you and can help you: Improve service delivery Free up capital Manage more for less Sell more units Manage business development and expansion
5 But the process of building a better business must also take account of external pressures such as changes to the economic landscape and more exacting customer expectations. So, for example, the advent of mobile technology means news, information and customer feedback traverses the globe faster than ever before. To take advantage of this fact, businesses must be agile and highly responsive. This opening up of global markets is also feeding a growing requirement for more personalised service models. Whether this is fixing mobile technology on the move, (rather than returning it to the workshop) or providing a same day response to a call about servicing, customer demands are growing. The reality is that business strategies need to account for these changes. They need to be open to sector trends and the expectations prevalent within the environment they operate. They need to be responsive and flexible and this requirement is likely to bring a greater collaboration between companies. All this suggests that outsourcing will be far more, not less, common going forward: joint ventures and partnerships offering companies size and scope as well as a more agile business model. As Martyn Hart, the National Outsourcing Association s (NOA) Chairman has noted, organisations are currently outsourcing in a bid to seize growth opportunities and re-skill with minimal risk.
6 Q.com Noun Leading supplier of outsourced technical support and solutions across a wide range of technical equipment whether industry standard or new generation. Why Outsource? Outsourcing can be defined as the sub-contracting out of a business function to an external provider. Business process outsourcing (BPO) is a form of outsourcing that involves the contracting of the operations and the responsibilities of specific business functions or processes to a third party. Virtually every function can be effectively outsourced even (and sometimes especially) customer-facing and business-critical activities. Outsourcing operational functions allows companies to scale operations up or down as needed to respond to changing market conditions without affecting service levels.
7 Outsourcing can help your business to: 1. Save Money Good outsourcing relieves businesses of variable costs (such as labour, vehicle running costs and spare parts) and releases capital and resources tied up in stock, tools and vehicles. For organisations that are entering new markets, an outsourcer can relieve the initial cost and cash flow implications of fulfilling maintenance, repairs etc. 2. Focus Resources Outsourcing routine or day-to-day activities to specialist operators will release valuable technical resources for high-end development work. A company can direct capital at its core business and free management time to concentrate on running and growing the business. For many years, we have been able to deliver these benefits consistently to our clients through close, proactive and mutually beneficial relationships. 3. Enhance Customer Service An outsourcer can absorb peaks and troughs on demand without impacting on service levels. It will deliver enhanced service through manufacturerauthorised and accredited provision. Risks and responsibilities for delivering the service are transferred to the outsourcer, who will be 100% focused on meeting a client s needs.
8 A technical outsourcer, like Qcom, is a specialist operator supporting original equipment manufacturers (OEMs), resellers, and distributors across their service offering. Technical Outsourcing A technical outsourcer can be engaged at any point in a technology product s life-cycle providing both pre-sales support (including installation and staff training) and post-sales support through warranty packages, maintenance services, and advice around issues such as customer care. The service needs to complement your needs, and most commonly this is either a need to enhance your existing in-house service, or provide a complete outsourced solution. Qcom s services include specialist workshop facilities, a pool of highly trained engineers, project leaders, professional services consultants, and helpdesk staff.
9 The following diagram gives an insight into the best application of technical outsourced services during the life cycle of a product: Emergence Growth Consolidation Mature Help with entry into new markets (e.g. overseas) or emerging technology (e.g. RFiD/biometrics). Outsource to get specialist skills. Maintaining service levels as volumes increase is critical to any business. The options are to develop an inhouse team, or outsource to give flexibility and scalability. At this point in a business/ product life cycle, service can be a key differentiator. Quality service is therefore imperative; either a business outsources it to get best in class or it s an additional fixed cost. Restructuring and cash flow can be a key here. Outsourcing service functions can release cash tied-up in fixed assets e.g. engineers, vehicles, tools etc. Outsoucing also offers a flexible approach to ongoing buisness management. An outsource partner can help you break into new markets to replace maturing ones. Sales Product/Business Life Cycle Time
10 Where all or part of a service operation is transferred to an outsourced supplier, it is usually done to allow the client to concentrate on their core business, and/or to allow them to improve upon the service they can offer customers. Frequently there will be financial benefits too. Making Outsourcing It s not uncommon to have several services outsourced by a company. But choosing the right partner(s) and managing these relationships correctly is crucial to ensuring a successful collaboration. work Key principles to achieving success include: The outsourcing arrangement should be viewed as a long-term relationship; Choosing the right supplier and agreeing a customised solution that delivers against your technological, business and financial objectives; Assigning responsibility to individuals within both partners to ensure clear ownership and accountability for a project; Agreeing appropriate performance indicators to measure results regularly; Putting in place adequate internal communication processes to manage any concerns e.g. around the transfer of jobs under TUPE. Our highly experienced project management team can work with you to help ensure a smooth transition and successful management of an outsourced relationship, right from the start.
11 Qcom is a pan-geographic, quality-assured partner, working across the UK and Europe for technology manufacturers, distributors and resellers. We have a long track record of delivering multitechnology outsourced technical functions and services. We understand, for example, the difficulties that manufacturers and distributors face in providing after-sales support in areas such as warranty provision or moving into new markets. And we know how important it is for distributors and resellers to get the equipment sale, and maximise profit margins. Our services range from technical support and all associated logistics, to consultancy around customer liaison and project management. Customers can select from one or more of our services to create bespoke, flexible programmes of support to suit their needs. Our teams operate as if they are your staff, delivering service to the highest accredited standards, providing full customer feedback and even tracking sales leads from customer visits. And your reputation is protected by our commitment to quality service is our business and we live or die by our last service call. Why Qcom? By choosing Qcom, you can also be confident we are: Specialists we focus 100% on technical support and service, not product sales; Cost-effective delivering cost savings to our customers through our significant economies of scale; Non-competitive we don t work direct to the end-user, meaning your customer stays as your customer; and Confidential we can deliver our services as an inseparable part of your own team..
12 Qcom Delivers Technical Outsourcing Support for Sciamed Qcom Appointed Technical Outsource Partner for Zebra across UK and Ireland Sciamed, a leading provider of barcoding and Auto ID equipment to the NHS, appointed Qcom to manage its customer after-sales support. The range of services provided by Qcom includes commissioning and installing equipment, on site and workshop repairs, training and RF site surveys across the UK and Ireland. The deal enables Sciamed to provide a faster service and help extend its reach across a growing national customer footprint. By transferring its after-sales support to a third party, the company is also seeking to reduce fixed costs in order to ensure it can offer a highly competitive rate to customers, even in uncertain economic conditions. Case Studies Providing excellent customer service is pivotal in our business. As we continue to expand our service offerings across UK, Ireland, and Europe, it is important that we continue to offer excellent service standards to our existing and new customers throughout the lifecycle of a product. Qcom has definitely proven themselves as an established outsourcing provider in technical and customer service and we are very happy that we are expanding our partnership with Qcom. Paul Vogt, Services Director for Zebra across EMEA. Qcom was appointed by Zebra Technologies, the world s leading provider of bar code and speciality labelling printing solutions, as its partner for customer service across EMEA and for phone support and field service for the UK and Ireland. This deal provides Zebra with a full outsource service with field engineering, technical services, call centre, and workshop services delivered by Qcom. Customers are offered a range of benefits including fixed price repairs and Qcom s full suite of technical services, such as help with product demonstrations, installations, configurations, and user-training under the Application Engineering programme. The stated aim is to help Zebra increase both revenues and unit sales and, most importantly, improve the experience of Zebra customers.
13 Qcom Roll Out Software Programme - Retailer delighted Qcom Delivers Service and Support for Pidion in EMEA Qcom has recently been appointed as the official technical support and service partner for a South Midlands based software development and mobile solution company. Prior to a new three-year appointment, Qcom completed a raft of successful projects including a roll-out programme for a major national retail chain. New stock control software needed to be loaded onto new hardware, including PCs and hand-held terminals, and then installed into 125 retail stores across the country; a process which was both project managed and delivered by the Qcom team. The process involved loading up the software onto the new hardware in the workshop, and, after configuring and testing, it was sent across to every store where it was installed by Qcom s nationwide network of engineers. Meanwhile, the stores old hardware was collected by Qcom and either disposed of in-line with WEEE guidelines, or refurbished and recycled back into the field. Korean-based IT manufacturer, Bluebird a leading global provider of mobile computing devices, appointed Qcom as its approved repair centre for its Pidion brand products in Europe, the Middle East and Africa (EMEA region). The deal covers Pidion s range of scanning and non-scanning PDAs, integrated with the latest technologies, including HSDPA, RFID, GPS and Windows Mobile 6.0, to meet growing demands for convergence terminals. High quality after-sales support is a key element to help drive sales in EMEA, and this agreement offers both a local service solution for customers and a rapid, relatively low-cost, solution for Pidion. Overall, the project involved three different project teams and five different services - a challenge that was intensified by a tight ten-week timeframe. The technical director of the software development company said: This was a particularly well managed, well-delivered project and thanks to Qcom our retail client is delighted.
14 Our approach is one of continuous formulation/ recommendation, implementation, engagement, and review. Our Approach Our consulting and project management teams will work with you at every step of the way to scope out and deliver a service programme to best suit your needs. We are always flexible in our approach but our relationship with clients is typically regarded as far more than simply a supplier providing white-labelled services. Formulation Review your objectives to achieving a better business. Create scoping document outlining recommended business changes to achieve outcome We almost invariably collaborate with clients, for example, when they are pitching for new business, or helping to formulate strategy around areas such as customer service. For us, borderless collaboration, sharing strategies, results, and future direction, is crucial to any long term and committed outsourcing relationship. Review Evaluate and enhance positive feedback to drive deeper and closer relationship Implementation Implement transaction transfer process Engagement Actively seek feedback from customers on how the process is being received Qcom is non-competing and has the bandwidth to support us. The team is professional, and offers both a great service and flexible approach. Paul Westmoreland, managing director of PsionTeklogix
15 Next Steps Please do visit or contact us directly and ask for Neil Anderson. Sales & Accounts Tel: +44 (0) Service Tel: +44 (0) Fax: +44 (0) If anything that we ve said in this brochure has connected with you in any way we d like to talk to you. An outsourced relationship really can help you to widen the horizons of your business. Maybe, like the Monarch butterfly it s time for you to go on migration in order to survive and thrive and conquer new territory. Qcom Outsourcing Ltd 3 Hampton Park, Wassage Way, Hampton Lovett Industrial Estate, Droitwich. WR9 0NX United Kingdom Registered Office: as above Company Reg No: Registered in England Vat No: