The 4 simple rules for effective outsourcing, offshore by Matt Kesby http://go-va.com.au How SME'S can apply the same tactics as the World’s most successful companies to outperform their competition 1. Begin with the End in Mind  – Get clear on your business goals. 2. Deconstruct level 3 activities – Zero in on admin & repeatable tasks. 3. Systematize for Scale – Checklists and documentation. 4. Talent Selection Criteria – Hire like a pro. Build a team.

1. The 4 Simple Rules for Effective Outsourcing
Learning Series
How How SME'S can apply the same tactics as the World’s most successful
companies to outperform their competition

2. Outsource
Offshore
+ Process Improvement
IMPROVED RESULTS

3.
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Common
Challenges
1. Increase
Revenue
2. Improve
Customer
Service
3. Decrease
Costs
Execu@on
&
Behavioural
Change
Specialist
Recruitment
Specialist
Marke@ng
&
Global
Sales
Specialist
Leading
Organisa@onal
Psychologist
Telesales
&
Conference
Specialist

6. 4 Rules of Effective
Outsourcing Offshore
The Core 4 Approaches
Strategic Workforce
Example

7. 4 Rules of Effective
Outsourcing Offshore
The Core 4 Approaches
Strategic Workforce
Example

8. 1.
Begin
with
the
End
in
Mind
–
Get
clear
on
your
business
goals.
2.
Deconstruct
level
3
acAviAes
–
Zero
in
on
admin
&
repeatable
tasks.
3.
SystemaAze
for
Scale
–
Checklists
and
documenta:on.
4.
Talent
SelecAon
Criteria
–
Hire
like
a
pro.
Build
a
team.

9. RULE #1
Get
Clear
on
Your
Business
Goal
Begin with
the end in mind

10. In
the
absence
of
clear
goals,
it
is
easy
to
make
poor
choices
We
can
always
count
on
children’s
stories
for
powerful
messages
to
consider
as
adults…remember
Alice
in
Wonderland?
“Would you please tell me which way I
ought to go from here?”
“That depends a good deal on where you
want to get to,” said the Cat
“I don’t much care where…” said Alice.
“Then it doesn’t matter which way you
go,” said the Cat.
From
Alice’s
Adventures
in
Wonderland
Let’s
consider
what
we
want
the
future
to
look
like,
before
making
rash
decisions
>>>

11. “I am not a product of my circumstances. I am a product
of my decisions.”
The
decision
to
increase
clarity
and
focus
on
the
direc@on
we
are
going
in
business
and
in
life,
guides
out
ability
to
obtain
the
results
we
desire.

12. 1.
Begin
with
the
End
in
Mind
–
Get
clear
on
your
business
goals
(VERB)
(Measure)
from
(X)
to
(Y)
by
(When)
Increase
New
Client
Revenue
from
$4M
to
$5.2M
by
31/12/15
What
you
want
to
achieve
Meet
with
5
NEW
clients
per
week
Send
out
“Hot
Offering”
to
25
Poten@al
New
clients
each
week
Contact
and
connect
with
>90%
of
New
Poten@al
clients
within
7
days
of
promo@on
being
sent
How
you
are
going
to
get
there

13. RULE #2
Deconstruct
Level 3 Activities

14. 2.
Deconstruct
Level
3
acAviAes
• Mind
set
and
process
• Understand
where
your
@me
is
going
and
make
a
change
• The
Workforce
Produc@vity
Pyramid

15. ACTION
AUTOMATE
DELEGATE
DISCARD
Process
It
is
simply
too
easy
to
get
caught
doing
everything
your
self.

16.
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Workforce
ProducAvity
Pyramid
1.
High
Life@me
Value
2.
HIGH
Dollar
per
hour
3.
LOW
Dollar
per
hour
4.
Zero
or
Nega@ve
Dollar
per
hour
Exercise,
Health,
Educa@on,
Building
rela@onships
Ringing
the
cash
register
right
now,
talking
to
a
customer,
making
a
sale
Office
distrac@ons,
Surfing
the
internet,
Gossiping,
worrying,
procras@na@ng,
unimportant
mee@ngs,
needless
interrup@ons,
low
priority
emails,
other
people’s
minor
issues…
Admin
in
nature,
busy
work,
organising,
repeatable
process
ac@vi@es,
customer
service,
marke@ng
execu@on
More
@me
for
this
Offshore
80%
of
low
dollars
value
work
for
AUD
8-­‐11hr
AUD
1384
per
month
AUD
1903
per
month

17. Turn
your
Pyramid
into
the
Spear
Head
1
2
4
3
1
2
4
3

18. 1
2
4
3

19.
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Helping
businesses
to
scale,
drive
revenue,
profit
&
improve
business
processes
Your
Local
in
Country
Resource
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
1
2
4
3
1
2
4
3

20.
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1
2
4
3
1
2
4
3
1
2
4
3
1
2
4
3
1
2
4
3
1
2
4
3
Offshore
workforce
design
helping
local
teams
to
scale
producAvity
&
results
Manager
TEAM
Team
Leader
TEAM
Team
Leader
TEAM
Team
Leader
TEAM
Team
Leader
Manager
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants

21. My
ProducAvity
Pyramid
1.
High
Life@me
Value
2.
HIGH
Dollar
per
hour
3.
LOW
Dollar
per
hour
4.
Zero
or
Nega@ve
Dollar
per
hour
GOAL:
(VERB)
(Measure)
from
(X)
to
(Y)
by
(When)
E.g.
Increase
New
Client
Revenue
from
$4M
to
$5.2M
by
31/12/15

22. Turn
your
Pyramid
into
the
Spear
Head
1
2
4
3
1
2
4
3

23. RULE #3
Systematise for Scale

24. Your
Logo
Process
&
Standard
OperaAng
Procedures
When
a
human
being
is
clear
on
the
desired
outcome,
they
are
able
to
proceed
to
deliver
the
desired
result.
This
in
turn
created
trust
and
credibility
between
team
members.

25. Helping
you
to
Scale
your
Business
Australia:
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Direct:
+61429
725
795
email:
mao@go-­‐va.com.au
Knowing
what
needs
to
be
achieved
is
one
thing,
knowing
how
to
do
it
without
being
dependent
on
others
is
a
totally
different
thing.
Access
our
Process
mapping
and
Standard
Opera:ng
Procedure
crea:on
services.

26. Helping
you
to
Scale
your
Business
Australia:
1300
725
236
Direct:
+61429
725
795
email:
mao@go-­‐va.com.au
Knowing
what
needs
to
be
achieved
is
one
thing,
knowing
how
to
do
it
without
being
dependent
on
others
is
a
totally
different
thing.
Access
our
Process
mapping
and
Standard
Opera:ng
Procedure
crea:on
services.

28.
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Simple
Example
Research
list
Attend
Appointment
Send
Letter
New Business Appointments
Send
inmail
Phone
Call
Send
Calendar
invite
Sales Person

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Simple
Example
Research
list
Attend
Appointment
Send
Letter
New Business Appointments
Send
inmail
Phone
Call
Send
Calendar
invite
Sales Person Sales Coordinator

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Simple
Example
Research
list
Attend
Appointment
Send
Letter
New Business Appointments
Send
inmail
Phone
Call
Send
Calendar
invite
Sales Person Sales Coordinator Researcher

31.
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Simple
Example
New Business Appointments
Step
Sales
Person
Sales
Coordinator
Researcher
Research
List
Y
Send
Leoer
Y
Send
inmail
Y
Phone
call
Y
Send
calendar
invite
Y
Aoend
appointment
Y

32. RULE #4
Talent Selection Criteria

33. 4.
Talent
SelecAon
Criteria
• Distracted
by
$1.80
per
hour
Vs
$5
or
$9
or
$11per
hour
• Don’t
confuse
Hourly
Rate
Vs
Output
• Use
tes@ng
based
on
specific
tasks
• Aim
high
–
go
for
the
same
standard
of
English

34.
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IntroducAons
Grace
Sales Coordinator
EDUCATION
BS
Nursing
South
Western
University
BACKGROUND
5
years
experience
as
a
Customer
Service
Agent
INTERESTS
• Music
• Cooking
• Watching
movies
Proud
Achievement/Out
of
my
comfort
zone
• Working
outside
of
my
home
country
grace.sena@go-­‐va.com.au
SYD
(02)
9188
2077
BNE
(07)
3123
4832
~$9/hr

35. AUD13.66/hr

36. AUD13.66/hr

37. AUD13.66/hr

38. 4 Rules of Effective
Outsourcing Offshore
The Core 4 Approaches
Strategic Workforce
Example

39. The
Core
4
Approaches
Work
from
home
freelancers
Managed
OperaAons
Business
Process
Outsourcing
&
Staff
Leasing
YOUR
COMPANY
IN
AN
OFFSHORE
LOCATION
YOUR
COMPANY
YOUR
COMPANY

40.
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RetenAon
&
Well
Being
–
Employee
Assistance
Program
Every
month
we
will
host
your
team
members
at
a
team
building
ac:vity,
ten
pin
bowling,
zip
lining,
laser
tag
and
more.
AHer
the
monthly
event,
we
all
get
together
for
a
meal
and
hand
out
performance
awards
and
recogni:ons.

41.
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RetenAon
-­‐
Well
Being
–
Employee
Assistance
Program
1300
725
236
mao@go-­‐va.com.au
• Well
being
Program
with
WFMS
eCheckin
daily
well
being
check
and
team
support
• Nurse
on
staff
during
shia
• Performance
Coaching
from
Results
Coaches
to
help
team
members
exceed
• Monthly
retenAon
team
building
acAvity
&
ouAngs
• Bonus
ac@vi@es
–
eg.
5min
booster
massages
• Private
medical
insurance
• Health
check
prior
to
employment
• 15
Days
holidays
Vs
5
days
by
local
law
• Local
General
Manager
and
Results
Coach
to
care
for
cultural
• Above
industry
standard
salaries
Managed
OperaAons
Our
Values
CARE
DRIVE
LEARN
EXECUTE
FIND-­‐A-­‐WAY
Our
Mission:
To
help
businesses
to
scale
and
be
a
catalyst
for
people
to
exceed

42.
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JOIN
US
IN
CEBU
FACTS:
• 4.65M
People
• 22
Universi@es
• Medical
hub
for
The
Philippines
• The
office
is
• 30mins
from
Beaches
&
5
Star
resorts
• 20
mins
from
Airport
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725
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YOUR
NEXT
RETREAT
HERE

43. 4 Rules of Effective
Outsourcing Offshore
The Core 4 Approaches
Strategic Workforce
Example

44.
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Helping
businesses
to
scale,
drive
revenue,
profit
&
improve
business
processes
Your
Local
in
Country
Resource
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
1
2
4
3
1
2
4
3

45. Sales
Process
Engineering
–
Example
Prospect
BDM
Client
Target
List

46. Sales
Process
Engineering
–
Example
Prospect
BDM
Sales
Coordinator
for
Qualifying
Prospects
to
Leads
Client
Client
Prospect
BDM
Client
Client
Client
Target
List
Target
List

47. Sales
Process
Engineering
–
Example
Prospect
BDM
List
Builder
and
Data
miner
Sales
Coordinator
for
Qualifying
Prospects
to
Leads
Client
Client
Client
Client
Prospect
BDM
Client
Client
Client
Client
Client
Target
List
Target
List

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WHAT
YOU
CAN
LOOK
FORWARD
TO
• New
team
members
dedicated
to
your
success
• How
to
put
technology
together
to
maximise
results
and
reduce
your
effort
• Increased
clarity
and
results

49.
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MarkeAng
AutomaAon
–
Hubspot
Partner

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51.
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info@go-­‐va.com.au

52.
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Vanilla
Soa
Partner
–
Best
Tool
for
Lead
Management

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54.
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Every
Month
-­‐
New
Content
&
Ideas
to
help
you
succeed

56. Common
Challenges
Outsource
Offshore
+ Process
Improvement
IMPROVED RESULTS
1. Increase
Revenue
2. Improve
Customer
Service
3. Decrease
Costs
Execu@on
&
Behavioural
Change
Specialist
Recruitment
Specialist
Marke@ng
&
Global
Sales
Specialist
Leading
Organisa@onal
Psychiatrist
Telesales
&
Conference
Specialist

57.
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Abundant
PosiAons
Build
Your
Team
Sales
Coordinators
Mechanical
Engineer
Bookkeeper
Marke@ng
Coordinators
Social
Media
Manager
Web
Designer
Customer
Service
Admin
If
a
job
can
be
done
with
a
computer,
internet
connec:on
and
a
telephone,
then
there
are
college
graduates
ready
to
work
for
you
Office
Admin
IT
Support
Sotware
Developers
App
Developers
Mechanical
Engineer
Electrical
Engineer
Recruitment
Assistants
Sales
Coordinators
Market
Researchers
Customer
Service
Agents
Accountants
SEO
Specialists
General
Virtual
Assistants
Graphic
Designers
Marke@ng
Coordinators
Video
Edi@ng…more
AUD 9/hr
AUD 8/hr
AUD 7/hr
AUD 12/hr
AUD 8-10/hr
AUD 8-10/hr
AUD 8-11/hr
AUD 19/hr

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Transparent
Pricing
*Please
note
–
salary
rates
may
vary
slightly
each
month
based
on
currency
conversions
Your
monthly
Managed
opera@on
of
$650
per
seat
will
not
be
impacted
by
currency
conversions
Salaries
include
-­‐ All
local
taxes
-­‐ 13th
month
contribu@on
-­‐ Monthly
reten@on
ac@vity
-­‐ Equivalent
of
one
month’s
pay
for
addi@onal
bonuses
-­‐ Private
medical
insurance
Managed
Opera@ons
Employment
costs
TOTAL
excluding
sotware
+
=
$756
per
month
($4.37
per
hour)
$1,451
per
month
($8.39
per
hour)

59.
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Graphic
Design
with
Web
Dev.
Skills
OPTION
1
OPTION
2
OPTION
3
Intermediate
Advanced
AUSTRALIA
Year
1
Offshore
(Philippines)Yr1
Offshore
(Philippines)Yr1
Base
Hourly
rate
$43.45
$5.07
$9.16
Base
Salary
$90,000
$10,525.32
$19,016.16
Superannua@on
$8,550
$0
$0
Seat
&
Desk
$2,000
$0
$0
Computer,
Technology,
Sotware
$4,500
$700
$700
Office
rent
$5,700
$0
$0
Worker
compensa@on
$0
$0
Payroll
Tax
$4,533
$0
$0
Recruitment
$2,500
$0
$0
Manged
Opera@ons
$8,340
$8,340
Total
Real
Cost
$117,783
$19,565.32
$28,056.16
Total
Monthly
Cost
$9,815.28
$1,630.44
$2,338.01
Total
Real
Hourly
Rate
$56.74
$9.26
$13.28
SAVE
$98,217.68
$89,681.84

60. 1300
725
236
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Where
to
from
here?
Understanding
your
business.
Email:
mak@go-­‐va.com.au

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ShortlisAng
Service
–
for
Australia
go-­‐va.com.au/shortlist