Building a Global Outsourcing Organization.

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Building a Global Outsourcing Organization.

  1. 1. OUTSOURCINGIT OUTSOURCINGAPPLICATION DEVELOPMENTBuilding a global outsourcing organization.
  2. 2. Learning ObjectivesAfter the completion of this session you will be able to: Appreciate Business Excellence by studying an award winning organization Understand the basic building blocks of a Business Excellence Framework Know about a few Assessment frameworks and tools Get a first hand view of how excellence is being practiced in a software organization
  3. 3. Topics Index1 Characteristics of Business In this session we are going to: Excellence Appreciate the characteristics of business2 Business Excellence Framework excellence Other Assessment Frameworks & Understand the building3 blocks of a Business Tools Excellence framework4 Video Interview & Discussion Appreciate other frameworks and tools5 Summing Up Review a Video 3 Building a global outsourcing organization.
  4. 4. Topics Index1 Characteristics of Business In this session we are going to: Excellence Appreciate the characteristics of business2 Business Excellence Framework excellence Other Assessment Frameworks & Understand the building3 blocks of a Business Tools Excellence framework4 Video Interview & Discussion Appreciate other frameworks and tools5 Summing Up Review a Video 4 Building a global outsourcing organization.
  5. 5. Fedex – The vision made realThis case study has been adapted from“Total Quality Management – Toward theemerging paradigm”Mcgraw-Hill International Editions Greg Bounds Lyle Yorks Mel Adams Gipsie Ranney
  6. 6. Fedex’s Mission“To provide customers withtotally reliable, competitivelysuperior air/groundtransportation of high prioritygoods and documents thatrequire rapid, time certaindelivery” - Fred Smith, CEO Annual Report 1991
  7. 7. Fedex’s business philosophy“If someone called FederalExpress asking for theperson in charge of quality,I would hope they couldspeak with anyone” – James L Barksdale Chief Operating Officer, Federal Express
  8. 8. Strategies and Services• Integrated Sales Force• Standard Overnight Service (SOS)• Overnight Freight Service
  9. 9. Fedex : Systems that redefined the freight industry• Powership Systems• EXPRESSfreighter• FSTCLEAR System
  10. 10. Living the Customer Satisfaction PolicyFedex Customer Satisfaction Policy• Take any step necessary to solve customer problems• Arrange the most expeditious delivery• Arrange a prompt refund or credit• Rewarding the Customer Champions
  11. 11. Tools for Quality Deployment• Quality Action Teams (QAT)• Customer Supplier Alignments
  12. 12. Key Learnings• Clear Vision and Mission• Services and Systems aligned to customer needs• Differentiated Offerings• Highest priority to Customer Satisfaction• Everybody is involved and committed• Excellence as a way of life supported by Rewards and Recognition
  13. 13. What does excellence mean? A provider demonstrates excellence through: • “Best in class” quality & results • Improvement in quality over time • “Best in class” value • A commitment to continuous improvement4/19/2012 Building a global outsourcing organization. 14
  14. 14. In search of a definition of Business Excellence An overall way of working • that balances stakeholder interests and • increases the likelihood of sustainable competitive advantage • and hence long-term organizational success • through operational, customer- related, financial and marketplace performance excellence Edgeman, Dahlgaard, Dahlgaard & Scherer, 1999
  15. 15. Topics Index1 Characteristics of Business In this session we are going to: Excellence Appreciate the characteristics of business2 Business Excellence Framework excellence Understand the building3 Other Assessment Frameworks & blocks of a Business Tools Excellence framework4 Video Interview & Discussion Appreciate other frameworks and tools5 Summing Up Review a Video Building a global outsourcing organization.
  16. 16. The EFQM Business Excellence Model Input Transform Output
  17. 17. Leadership• How leaders develop and facilitate the achievement of the mission and vision• Develop values required for long-term success and implement these via appropriate actions and behaviors, and• are personally involved in ensuring that the organization’s management system is developed and implemented
  18. 18. People• How the organization manages, develops, and releases the knowledge and full potential of its people at an individual, team-based and organization-wide level, and• Plans these activities in order to support its policy and strategy and the effective operation of its process
  19. 19. Policy & Strategy• How the organization implements its mission and vision via a clear stakeholder-focused strategy,• supported by relevant policies, plans, objectives, targets and process.
  20. 20. Partnerships & Resources Thought Leadership Centers of Excellence Partnerships
  21. 21. Partnerships • Partner with technology companies like Oracle, Microsoft, IBM to – Get discounted products from partner for training and prototyping – Get pre-launch access to partner’s new products – Build industry specific solutions with the partner4/19/2012 Building a global outsourcing organization. 22
  22. 22. Example of a partnership • Industry • Industry Expertise Expertise Hero Maruti Honda Suzuki Microsoft Zensar • ERP • Software Product Services Building a global outsourcing organization.
  23. 23. Centers of Excellence• Focused on specialized area like technology, process area, or product• Build deeper expertise through training and education• Build prototypes, and proofs-of-concept around new ideas• Gain better understanding of emerging trends Building a global outsourcing organization.
  24. 24. Example of a Center of Excellence Solution Development Skill Building Technical Solutions for Proposals Training, Certifications Microsoft COE Alliance Management Delivery Support Manage Microsoft Partnership Best Practices, Reviews Building a global outsourcing organization.
  25. 25. Centers of Excellence
  26. 26. Thought Leadership Event Presentations Industry White Papers Forums Viewed As Trusted Advisor Building a global outsourcing organization.
  27. 27. Building Excellence
  28. 28. Processes• How the organization designs, manages, and improves its process in order to support its policy and strategy and• Fully satisfy and generate increasing value for its customers and other stakeholders
  29. 29. Results• People : What the organization is achieving in relation to its people• Customer : what the organization is achieving in relation to its external customers• Society : what the organization is achieving in relation to local, national and international society as appropriate• Key Performance : what the organization is achieving in relation to its planned performance
  30. 30. Topics Index1 Characteristics of Business In this session we are going to: Excellence Appreciate the characteristics of business2 Business Excellence Framework excellence Other Assessment Frameworks & Understand the building3 blocks of a Business Tools Excellence framework4 Video Interview & Discussion Appreciate other frameworks and tools5 Summing Up Review a Video Building a global outsourcing organization.
  31. 31. Other Assessment frameworks & tools• ISO 9000• SEI CMM• Six Sigma• Kaizen
  32. 32. Topics Index1 Characteristics of Business In this session we are going to: Excellence Appreciate the characteristics of business2 Business Excellence Framework excellence Understand the building3 Other Assessment Frameworks & blocks of a Business Tools Excellence framework4 Video Interview & Discussion Appreciate other frameworks and tools5 Summing Up Review a Video Building a global outsourcing organization.
  33. 33. What is Business Excellence 34 Building a global outsourcing organization.
  34. 34. Summary of the Video• What is excellence?• How does Zensar plan for excellence?• What role does leadership play in pursuing excellence?
  35. 35. Implementation of Business Excellence Building a global outsourcing organization.
  36. 36. Summary of the Video• How is Business Excellence implemented in an organization?• What are some common frameworks used for Business Excellence?
  37. 37. Case Study•Think about the university or college you are currently studying in, or last went to•In groups of 5, discuss the questions on the next slide (15 minutes)•A spokesperson from each group should present a brief summary of the group’s findings (15 minutes) Introduction to Business Excellence
  38. 38. Discussion Questions1. Why does the University need to pursue excellence?2. Refer back to the EFQM framework. How are Leadership/People/Process important for the University to pursue excellence?3. What are some initiatives the University can undertake to pursue excellence? Introduction to Business Excellence
  39. 39. Topics Index1 Characteristics of Business In this session we are going to: Excellence Appreciate the characteristics of business2 Business Excellence Framework excellence Understand the building3 Assessment and Tools blocks of a Business Excellence framework4 Video Interview & Discussion Appreciate other frameworks and tools5 Summing Up Review a Video 40 Building a global outsourcing organization.
  40. 40. Summing Up We understood how FedEx built and practiced excellence across the organization We got an overview of the EFQM Business Excellence Assessment framework We understood some other frameworks and tools We listened to a video and summed up the key learningsQUESTIONS?
  41. 41. Thank You Building a global outsourcing organization.

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