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Outsource in haste - repent at leisure

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http://university.commetrics.com ==> These slides outline some of the material presented at the Lorange.org business institute ...

http://university.commetrics.com ==> These slides outline some of the material presented at the Lorange.org business institute

Outsourcing can work but the project has to be managed carefully to reap the rewards.

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    Outsource in haste - repent at leisure Outsource in haste - repent at leisure Presentation Transcript

    • My.ComMetrics.comComMetrics Session 23: Outsource in haste – repent at leisure http://www.slideshare.net/ComMetricsUniversity Latest version can be found here just before class Presented by http://www.YouTube/ComMetrics ComMetrics – videos http://info.cytrap.eu/?p=134 social media trends 2011 http://info.cytrap.eu/?p=176 ComMetrics blog checklist Urs E. Gattiker , Ph.D. 2008_06_16
    • ComMetrics _Example – Broadband use and network neutrality #1 Operators have a concern about the potential for a dupoly in smarphones – Apple iPhone 2007 and Google‘s Android OS 2008 Vopafone, Telefonica, Telecom Italia, France Telecom and Deutsche Telekom have set up a group to monitor the mobile phone system market 2011_01_21 >Introduction _Purpose >How to >Decision >Conclusions >Tools & Tips
    • ComMetrics _Example – Broadband use and network neutrality Study for operators done by AT Kearny recommends: 1 operators consier charging online content providers for high quality delivery of video to retail customers 2 operators should consider levying wholesale charges on each other, taking account of the volume of data traffic they exchange. Such charges could ultimately get passed back to online content providers responsible for large amounts of traffic, such as Google http://www.ft.com/cms/s/0/b875f4ae-2351-11e0-8389-00144feab49a.html#axzz1BVjHeexz 2011_01_21 >Introduction _Purpose >How to >Decision >Conclusions >Tools & Tips
    • ComMetrics _Example – the client #1 How to use social media more effectively with fans Challenge - outsource to advertising ageny/web bureau but Strategy: How can we bundle and leverage better what happens internally (employees on Facebook, players tweeting) 2011_01_21 >Introduction _Purpose >How to >Decision >Conclusions >Tools & Tips
    • ComMetrics _Example – the client #1 How to use social media more Challenge effectively with fans - outsource Strategy: How can we bundle and leverage better what happens internally (employees on Facebook, players tweeting Solution Strategy in-house – certain work has been outsourced but risks remain such as: 2011_01_21 >Introduction _Purpose >HowTo >Tools & Tips >Decision >Conclusions
    • ComMetrics _Example – the client #1 How can we unify the message – branding the Twitter Challenge account and website of players? Solution Try – some will agree others will not 2011_01_21 >Introduction _Purpose >HowTo >Tools & Tips >Decision >Conclusions
    • ComMetrics _3 Why it matters – today‘s 3 nuggets 1 Coordination is key for successful outsourcing (who does what, when, how – monitoring, costs, risk mgmt, compliance, etc.) 2 Decide and manage project and/or service (e.g., call center, building/maintaining software application) contininously with the outsource 3 How feasible is it to outsource the the customer centric organization? 2011_01_21 _Introduction >Purpose >HowTo >Tools & Tips >Decision >Conclusions
    • ComMetrics _Purpose What is this all about? 2011_01_21 >Introduction _Purpose >HowTo >Tools & Tips >Decision >Conclusions
    • ComMetrics _What is oursourcing, off-shoring, near-sourcing? Definition in textbook? Does your textbook define some of the key terms of outsourcing How are outsourcing and off-shoring etc. defined in other MBA courses/modules? How does outsourcing relate to innovation? What is your company‘s outsourcing policy? What is its most successful outsourcing project in your firm? What is the biggest outsourcing failure your company had? How does your company assure compliance with outsourcing projects – what works --- what fails? (please bring document to class) :::::::::::::::::::::::::::::::::::::: 2011_01_21 >Introduction _Purpose >HowTo >Tools & Tips >Decision >Conclusions
    • ComMetrics _Example – the client #1 How can we unify the message – branding the Twitter Challenge account and website of players? How to use social Solution Try – some will agree others will not http://www.facebook.com/photo.php?pid=16277208&l=245c61a97d&id=79298470625 2011_01_21 >Introduction _Purpose >How to >Decision >Conclusions >Tools & Tips
    • ComMetrics _Example – the client #1 How to use social media more effectively with fans Challenge - outsource to advertising ageny/web bureau but Strategy: How can we bundle and leverage better what happens internally (employees on Facebook, players But what if marketing agency builds web destinations that are not focusing on target audience? http://twitter.com/10Ronaldinho http://twitter.com/podolski10 2011_01_21 >Introduction _Purpose >How to >Decision >Conclusions >Tools & Tips
    • ComMetrics _Example – Barcelona‘s academy Barcelona produces top players through La Masia, its in-house training academy. Over 500 players have gone through its academy and the boarding house in the last 3 decades La Masia renown for instilling strong personal values http://www.ft.com/cms/s/0/f54a6718-1e8b-11e0-87d2-00144feab49a.html#axzz1BNf49GfK (case study – 1 page) How does this relate to outscouring : parents, in-sourcing.... Relationship to internal labor market research 2011_01_21 >Introduction _Purpose >How to >Decision >Conclusions >Tools & Tips
    • ComMetrics _From Purpose to HowTo How do we put this into practice? 2011_01_21 >Introduction >Purpose _HowTo >Tools & Tips >Decision >Conclusions
    • ComMetrics _Is this PR or SMM (Social Media Marketing) Does it do PR for the club, sponsor or? Good deeds: http://wfp.org/kaka fillthecup WFP Ambassador Against Hunger http://www.youtube.com/watch?v=InAZ1DdJenY Commercials: Sky TV commercial – Kaka training for Germany http://www.youtube.com/watch?v=ZpM66rQcix8 Adidas commercial http://www.youtube.com/watch?v=Ppt0CHzfJeo&NR=1 2010_08_20 >Introduction _Purpose >HowTo >Tools & Tips >Decision >Conclusions
    • ComMetrics _assigned readings – Topic 23 - Vallebona Claudio - innovation & outsourcing 2011_01_21 >Introduction >Purpose _HowTo >Tools & Tips >Decision >Conclusions
    • ComMetrics _What is smart way to outsource Clearly defined task like – making copies of a report, house cleaning, Why Zappos does not outsource its call center - question of culture, strategy and innovation for Zappos founder http://www.youtube.com/watch?v=5rccLA5UCo4 3.2min about culture http://www.youtube.com/watch?v=DgVCVoa1Ofo 1.5 min customer service/call center http://www.youtube.com/watch?v=PqAXLbV9gGU&NR=1 3 min employees about Zappos exp. funny http://www.youtube.com/watch?v=63WFjoFiXns&NR=1 7 min talk on stage by Zappo founder, VERY interesting 2011_01_21 >Introduction >Purpose _HowTo >Tools & Tips >Decision >Conclusions
    • ComMetrics _Tools & Tips - How much information is there? 2011_01_18 >Introduction >Purpose >HowTo _Tools & Tips >Decision >Conclusions
    • ComMetrics _Tools & Tips - information “Predicting the Present with Google Trends” by Hyunyoung Choi and Hal Varian, Google. April 10th 2009 ==> http://ec.europa.eu/bepa/pdf/seminars/google_predicting_the_present.pdf Voyagers and Voyeurs: Supporting Asynchronous Collaborative Information Visualization Jeffrey Heer, Fernanda B. Viégas, Martin Wattenberg http://vis.berkeley.edu/papers/sense.us/ 2011_01_21 >Introduction >Purpose >HowTo _Tools & Tips >Decision >Conclusions
    • ComMetrics _Tools & Tips – information - research How Much Information? 2009 Report on American Consumers Roger E. Bohn & James E. Short. Global Information Industry Center University of California, San Diego Read p. 6 Executive summary http://hmi.ucsd.edu/pdf/HMI_2009_ConsumerReport_Dec9_2009.pdf 2011_01_21 >Introduction >Purpose >HowTo _Tools & Tips >Decision >Conclusions
    • ComMetrics _Tools & Tips – podcast software - http://juicereceiver.sourceforge.net/ PC - http://www.apple.com/itunes/ CBC – Canada – Get US trens and comparisions with EU/Asia - http://www.cbc.ca/mobile/iphone/ iApp - http://www.cbc.ca/podcasting/ (great list of podcasts FREE news, etc.) http://www.cbc.ca/podcasting/includes/spark.xml (tech/Internet) 2011_01_21 >Introduction >Purpose >HowTo _Tools & Tips >Decision >Conclusions
    • ComMetrics _From Tips to Decision Time - Strategy 2011_01_21 >Introduction >Purpose >HowTo >Tools & Tips _Decision >Conclusions
    • ComMetrics _Student Case – challenge at work - Vallebona Claudio 2011_01_21 >Introduction >Purpose >HowTo >Tools & Tips _Decision >Conclusions
    • ComMetrics _Student Case – challenge at work – Angelo Ramella - Use outsourcing for things you are not that good at..... - use social media like Twitter to get customer or other people to praise your work (testimonials) allowing you to build your company‘s brand ==> you have to think, reflect and then decide what is best for you ==> hiring staff – social media can help and you need to figure out how it works 2011_01_21 >Introduction >Purpose >HowTo >Tools & Tips _Decision >Conclusions
    • ComMetrics _Decision time – what will it be You CAN outsource all the grunt work of setting up your automatic work, doing some of the initial scanning of social media conversations. This includes installing wordpress blogs and plugins, audio editing, video editing, article distribution, social bookmarking, copy editing and so forth. 2010_09_15 >Introduction >Purpose >HowTo >Tools & Tips _Decision >Conclusions
    • ComMetrics _Decision time – what will it be I am convinced you cannot outsource the STRATEGIC THINKING AND MARKET IMMERSION necessary to succeed in a project, especially in today’s competitive marketplace Doing the strategic thinking and getting yourself immersed in the market will allow you to make the right decisions. Use outsourcing to support you – hire a coach, expert, trainer, payroll processing – supporting you in these efforts but remain involved taking the strategic decision. 2010_09_15 >Introduction >Purpose >HowTo >Tools & Tips _Decision >Conclusions
    • ComMetrics _One last thing – Wrap-up What we learned 2011_01_18 >Introduction >Purpose >HowTo >Tools & Tips >Decision _Conclusions
    • ComMetrics _Why it matters – today‘s 3 nuggets 1 Coordination is key for successful outsourcing (who does what, when, how – monitoring, costs, risk mgmt, compliance, etc.) see vaccine meningitis (left over slides p. 43) 2 Decide and manage project and/or service (e.g., call center, building/maintaining software application) contininously with the outsourcer 3 How feasible is it to outsource the the customer centric organization? 2011_01_21 >Introduction >Purpose >HowTo >Tools & Tips >Decision _Conclusions
    • ComMetrics _One more thing Reputation and brand are related - two sides of the same coin Jeff Bezos - reputation = what people say about you when you are outside the room Brand loyalty is influenced by reputation and customer service in particular Zappos – send clients to competitor if you do not have product in stock Compliance means you are ultimately responsible and if the outsourcer damages your brand, reputation as well as brand loyalty – the savings may not be worth it 2011_01_21 >Introduction >Purpose >HowTo >Tools & Tips >Decision _Conclusions
    • ComMetrics _One more thing Please discuss: 3 most critical things we learned today 3 things I love to get more infos about 2011_01_17 >Introduction >Purpose >HowTo >Tools & Tips >Decision _Conclusions
    • My.ComMetrics.comComMetrics Session 23: Outsource in haste – repent at leisure Presented by http://My.ComMetrics.com (free registration) http://ComMetrics.com (blog) Roentgenstrasse 49 Street http://info.cytrap.eu/?p=134 social media trends 2011 CH-8005 Zuerich Zip Code Switzerland Country http://info.cytrap.eu/?p=176 ComMetrics blog checklist +41(0)44 272 1876 Voice +41(0)76 200 7778 Cell info@CyTRAP.eu Google Talk Urs E. Gattiker , Ph.D. www.ComMetrics.com URL 2008_06_16