Reset BPO for Better Business Outcomes
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Transcript of Reset BPO for Better Business Outcomes
©2011, Cognizant | All rights reserved. The information contained herein is subject to change without notice.
RESET BPO Better Business Outcomes
Nigel Edwards | 10th May 2011
Amsterdam
| ©2011, Cognizant Technology Solutions
CONTROL & COMPLIANCE
STANDARDISATION
CONSOLIDATION OPTIMISATION
2
Conventional BPO
| ©2011, Cognizant Technology Solutions
BUSINESS CASE SAVINGS
INCREASING EFFECTIVENESS & EFFICIENCY
INCREASING CUSTOMER SATISFACTION
REFOCUSING ON CORE BUSINESS
3
Source: AT Kearney
Conventional BPO
| ©2011, Cognizant Technology Solutions
“ We have had some great successes, but what now? ”
4
“ How can I deliver further value? ”
“ How can I deliver sustainable careers for my staff? ”
“ How can I manage both rapid growth and contraction? ”
“ It‟s just gone a bit flat…”
?
| ©2011, Cognizant Technology Solutions 5
BPO outsourcing services
Enabling tools & technologies
Core BPO processing system(s)
Limited role of technology where supplier plugs into buyer‟s existing systems to deliver services
Supplier-provided tools that serve as “add-ons” around the periphery of the existing systems to address specific gaps
Tie-and-run Technology augmentation
Platform-based / Cloud Offerings
Pre-integrated applications and pre-built processes, owned by supplier, with pricing built into the BPO contract
Increasing levels of technology integration in BPO
Χ
Conventional model
IT / BPO
Χ Χ
Cognizant Investments
?
| ©2011, Cognizant Technology Solutions 6
?
| ©2011, Cognizant Technology Solutions 7
VIRTUALISATION
IN
NO
VA
TIO
N
EFFICIENCY
EFFEC
TIV
EN
ES
S
The ‘Old Potential’ Performance Threshold
The ‘New Potential’ Performance Threshold
?
| ©2011, Cognizant Technology Solutions
BUSINESS OUTCOME
TRANSPARENCY
INNOVATION
ENTERPRISE LED
COST REDUCTION
FLEXIBILITY
INSPIRATION
CONTRACTUAL
8
IT-B
PO
| ©2011, Cognizant Technology Solutions 9
CONTRIBUTING TO TOP LINE GROWTH
REDUCING TIME TO MARKET
REALLOCATING CAPITAL
OPTIMISING CASH FLOW
SUSTAINED VALUE CREATION
9
Reset BPO
| ©2011, Cognizant Technology Solutions 10
“We achieved over 40% savings
through immediate outsourcing. We
introduced productivity gains through
centralization, better workflow and call
queuing that has provided an additional
10% savings. Some of these savings
were re-directed to fund direct-to-
consumer video and game initiatives.”
- Director Support Services, Video
Retailer
Reset BPO
| ©2011, Cognizant Technology Solutions
COMMERCIAL RIGOUR
COST VISIBILITY
ASSET MONETISATION
CHANGE ENABLEMENT
11
Reset BPO
| ©2011, Cognizant Technology Solutions 12
“A huge amount has been delivered
in a very short space of time –
new processes, new structures,
new ways of working and a new
partnership with Cognizant which
is very impressive.”
- VP Clinical Development,
Global Pharma
Reset BPO
| ©2011, Cognizant Technology Solutions 13
CLOUD COMPUTING
BPaaS
BUSINESS PROCESS MANAGEMENT
LEAN / SIX SIGMA
GLOBAL WORKFORCE MANAGEMENT
PREDICTIVE MODELING
TECHNOLOGY PROCESS
MASTERY
GLOBAL
DELIVERY
PEOPLE
BUSINESS
ANALYTICS
Reset BPO
| ©2011, Cognizant Technology Solutions 14
“I work with many vendors each of them offering a set of tools and
applications to help support my business. When I step back and look
at these various offerings, I can safely say that Cognizant is
delivering the best combination of functionality, stability,
performance, and usability. Cognizant built the Tracer, Update
Management Tool, Escalation Tracker, and Learning Management
System at their own expense because they observed a need
and invested to address the gap. The results in terms of improved
quality, reporting, agent performance, and operational flexibility are
obvious. It‟s this “go above & beyond” attitude that sets Cognizant
apart and improves my business day after day.”
- Senior Executive Business Services, Global Telco
Reset BPO
| ©2011, Cognizant Technology Solutions 15
Conventional BPO
Reset BPO
Above and Beyond
BPO / ITO ALIGNMENT – BOTH PARTIES
FIXING THE „HERE AND NOW‟ WHILE
„SHAPING THE FUTURE‟
AGNOSTIC IN APPROACH
ENGAGED AND EMPOWERED CULTURE
Time
€
Reset BPO
| ©2011, Cognizant Technology Solutions 16
“If Cognizant was a man, I would marry him right
away” – Female CXO, US Financial Services Company
$4.59 Billion in revenues
in 2010
Revenues have increased
222% since 2006
Over 100,000
employees
712 global customers - 46 of
The Fortune 100
Fastest growing firm in the
industry
Cognizant Facts