Multi Vendor Sourcing Final For Hcl Global Conference April 2010

Track C – Operations: Multi-Vendor Sourcing Mark H. Robinson Chief Operating Officer, EquaTerra April 13, 2010

The Pursuit of Value ,[object Object],[object Object],[object Object],[object Object],Wisdom Like Beauty, Value is in the Eye of the Stakeholder Like Enlightenment, Value is Hard to Attain and Harder to Maintain Like Reality, Value is Perception

Multi-Sourcing vs. Mono-Sourcing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Three Key Tests for Multi-Sourcing: Are You Ready? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],If you don’t match your sourcing solutions to your culture, to the complexity of the services required, and to your organization’s ability to manage them: You will DESTROY value, not CREATE it

Multi-Sourcing: The Value Management Challenge A Picture of Service Complexity Bus Unit 1 Bus. Unit 2 Bus Unit 3 IT HR F&A P2P IBM Dell ACN BT IBM ACN ACN HP EDS ADP HP Convergys Internal Illustrative What is Driving Service Complexity? Regulations / Environmental Integration of Service Delivery Governance New / Existing Service Providers Near / Offshore Delivery Single / Multiple Functions Scope / Nature of the Services Contract Components (Pricing, SLAs) Multiple Relationships Enterprise Risk Organizational Experience & Culture Service Provider Capabilities Maturity of Relationships

Multi-Sourcing: Investing in Governance Unlocks Value Five Key Investments to Create Value Through Sourcing Governance Issue Management / Escalation Process DRAFT – 01-04-05 Marriott SVP HRSS Marriott Contract Manager Marriott Relationship Manager Marriott Accounting Manager Hewitt Operations Manager Hewitt Account Executive Hewitt PMO Step 1 Identify Issue Inform appropriate parties Document outcome and implement solution Notify Marriott SVP HRSS and Contract Mgr. Issue resolved? Yes Weekly Issue Review Meeting Assign owners, target date of resolution, priority, and business impact Review and attempt to resolve outstanding issues Urgent issue with adverse business impact? Yes Provide input (if necessary) No Issue resolved? Meet with Hewiitt to resolve issue Yes No Provide input (if necessary) Complete Notice of Dispute No Step 2 Step 3 Step 4 Processes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Subject Matter Experts Businesses Dedicated resources from TMOC Organization ,[object Object],[object Object],[object Object],Executive Steering Committee Customer Council Strategic Initiatives Council Committee Structure ,[object Object],[object Object],[object Object],Decision Rights ,[object Object],[object Object],[object Object],Tools ,[object Object],[object Object],[object Object]

Multi-Sourcing: Sizing Your Investment ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Multi-Sourcing: Closing Thoughts ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Thank You Mark H. Robinson Chief Operating Officer, EquaTerra [email_address] m: +1 (954) 232-0237 F: +1 (954) 333-2551

Multi Vendor Sourcing Final For Hcl Global Conference April 2010

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