Accenture BPO brochure 2012

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  • 1. About Accenture Accenture is a global managementconsulting, technology services and Achieving Highoutsourcing company, with more than249,000 people serving clients inmore than 120 countries. Combiningunparalleled experience, comprehensivecapabilities across all industries andbusiness functions, and extensive Performance withresearch on the world’s most successfulcompanies, Accenture collaborates Accenture Business Process Outsourcingwith clients to help them becomehigh-performance businesses andgovernments. The company generatednet revenues of US$25.5 billion for thefiscal year ended Aug. 31, 2011.Its home page is www.accenture.com.Copyright © 2012 Accenture.All rights reserved.Accenture, its logo, andHigh Performance Deliveredare trademarks of Accenture.
  • 2. Achieving High Performance with Accenture BPOBusiness Process •  Market maker : With more than two decades of BPO experience, Accenture is a steward of the industry; we signed one of the first ever Finance & Accounting BPO deals in the early 1990s andOutsourcing we continue to be at the forefront of the evolving BPO market. •  Acknowledged leader: For five years in a row, the International Association of Outsourcing Professionals (IAOP) has named Accenture the number 1 global outsourcing service provider in the Global Outsourcing 100. Based on IDC and buyer analysis, Accenture has also been named an IDC MarketScape Leader in Business Analytics BPO Services. •  Award winner: Recent awards include Best Financial Services Award with Deutsche Bank (2012); Best Global Services Award with Carillion & Best Business Transformation Award (2011); Global Excellence Award for Innovation in Outsourcing with Microsoft (2011), and have IFC been consistently ranked in leadership positions by industry analysts. •  Strategic partner: A client-focused culture characterized by strong and enduring relationships with many of the world’s leading companies – serving more than 400 clients across the world. •  Industry specialist: Provide deep knowledge and experience across all industry groups and a suite of industry-specific BPO services. •  Integrated capabilities: Recognized for our consulting and technology experience and strong alliances with technology suppliers, we have also built decades of application and infrastructure outsourcing experience. •  Analytic insight: Deliver insights and innovations by applying analytics and deep industry knowledge to create new business opportunities for our clients. •  World-class delivery: Over 44,000 people across 50 locations within our Accenture Global Delivery Network— delivering services to client operations in 39 languages in 150 countries —fast, efficient, world-class delivery at scale. •  Global complexity specialist: Serve complex, global organizations and proven experience managing post-merger integrations. •  Operational excellence: Relentless focus on industrialization, quality and continuous improvement, with large investments in proprietary technology, innovations, tools and patents. •  Innovator and thought leader: Identified the characteristics of High Performance BPO – analyses and studies into how organizations can drive better business performance in critical areas such as finance, supply chain, analytics and more. • E  xceptional people: Recruit and retain the best – our BPO team delivers the full spectrum of cross-industry and industry-specific services. Includes diverse professional skills from pharmacists and doctors in Bangalore to nurses in Manila; from multi-linguists in Prague to accountants in Buenos Aires and from supply chain specialists in Barcelona to marketing professionals in Mumbai.3 4
  • 3. Achieving High Performance with Accenture BPOAccenture BPO Services:Partner with a market leaderUntil recently, companies had limited expectations for their Business Process Steward of theOutsourcing relationships: they wanted cost savings, greater efficiency and BPO industrystreamlined operations. Today, organizations in both the private and publicsectors are looking for more as they wrestle with unprecedented challenges:economic uncertainty, market complexity, hyper-competition, changingconsumer expectations and regulatory pressures. Exceptional peopleA new generation of BPO is here, and productivity, improved shareholder insights and generate innovations thatand Accenture is leading the way. value and more. We work with our result in business growth. CollaborativeAccenture offers comprehensive BPO clients to define those goals… andservices whose success is rooted in then we deliver. Accenture BPO’s industrialized Industrialized relationshipsdeep experience and knowledge of delivery capabilities—backed by ourour clients’ business and industry. Whatever your business goal, we unparalleled Global Delivery Network deliveryWe collaborate to help clients define make it work, with you and for you, located across 50 countries—enable capabilitiesa broader spectrum of performance bringing a passion for reliability, value and performance. We apply us to deliver consistently high levels of performance, at the scale you need. Analyticaltargets—not just cost efficiencies extensive analytics capabilities—using Accenture is a steward of the BPO insights toand operational excellence but othermeasurable business outcomes such our industry acumen, the data we industry, making a real difference to drive growthas increased sales, better customer manage for clients and our knowledge the way our clients operate globally,satisfaction, increased market share, of your organization to improve your every day. Our services touch the liveshigher levels of employee engagement operational engine. By analysing data of millions. and processes we uncover hidden 1991 2000 2001 2002 2004 2005 2010 2012 Accenture signs Accenture creates HR First Accenture offshore Accenture signs first First bundled outsourcing Accenture signs the Accenture BPO Accenture ranked the first ever Finance & outsourcing market BPO Delivery Center bundled outsourcing agreement in pharmaceutical largest ever global headcount world’s #1 outsourcing Accounting BPO deal in deal with global opens in Prague deal with global industry with global HR outsourcing deal reaches 36,000 service provider for fifth with global energy telecommunications leisure company biopharmaceutical with global consumer consecutive year by supplier provider Accenture creates company goods company IAOP. Learning outsourcing First Indian Delivery Accenture has also market with global Center for BPO Procurement BPO been named an IDC leader in business opens in Bangalore business created in MarketScape Leader in communications ground breaking end to Business Analytics BPO end procure-to-pay deal Services. with global financial services provider5 6
  • 4. Achieving High Performance with Accenture BPOWe are highly differentiated, so the world’s leading organizations trust us to 1.  focus on producing measurable business Adramatically improve their business performance and shareholder value. outcomes — like improved financial performance, better employee retention,A BPO pioneer with more than 21 We are proud that clients have We constantly survey the market, our customer acquisition, and increased sales -years experience, Accenture offers achieved this level of high clients’ needs and leading industry in addition to cost efficiencies.comprehensive BPO services across performance through working with trends, which helps us to recruitmultiple business functions and Accenture. We bring a partnership top talent from around the world. 2.  comprehensive approach that Aprocesses—finance & accounting, attitude to every BPO relationship, We also have innovative, ongoingprocurement, marketing, supply and it shows in our long term programs to support our people, to looks at your business in its entirety,chain, HR and learning. We also offer arrangements with our clients engage them in the broad range beyond any single function or project.BPO services specific to the unique and the flexibility we show to of our BPO services, to continueneeds of particular industries such deliver results. their professional and individualas telecommunications networks, Most important, however, is that we development and to honor their 3.  ngoing, analytics-based insights Ocredit services, healthcare, utilities,pharmaceuticals and more. have deeply knowledgeable people, insights and work. driven by our deep industry and committed to continuously improving One of the biggest compliments we functional experience.We know what makes BPO the performance of our clients’ receive from our clients is whenrelationships work. Our extensive organizations. Speak with our people they tell us that they cannot tellexperience, commitment to anywhere in the world—Europe, Asia, anymore who is from their company 4.  commitment to teaming and Ainnovation and research into the the Americas—and you might find and who works for Accenture. That collaboration, and a partnershipcharacteristics of “high performance a doctor, a mechanical engineer, a is, our people are “just part of theBPO” have given us a deep former HR executive, chief financial team.” While maintaining our outside mindset that results in increasedunderstanding of what drives a officer or head of procurement. perspective and always bringing fresh value for our clients over the longsuccessful BPO relationship. Chances are, you’ll find someone who thinking to your business, we also term. speaks your language … literally: 39 become deeply engrained in how different languages are spoken across you serve customers, perform critical our BPO business. business functions and drive the next 5.  he ability to support complex, T generation of insight and innovation. transformational change for your organization. We discuss each of these five dimensions in the pages that follow.Distinctive capabilities,exceptional people7 8
  • 5. Achieving High Performance with Accenture BPO1 A focus on business These can range from improving •  leading telecommunications A This focus on business outcomes compliance and risk management company was looking to improve is part of the distinctive Accenture to increasing customer satisfaction; the speed with which it provides BPO promise, and we are prepared outcomes and on driving from improving revenue generation new products and services to its to back that commitment up with to upping workforce performance customers. Accenture Network contractual terms where fees are or improving working capital and BPO has collaborated with the linked to you achieving your goals. measurable improvements in optimizing costs and profits & company to implement system and We are a leader in progressive loss performance. process improvements. These have arrangements such as gain-sharing, reduced the time it takes customer which provide mutually beneficial High performance delivered: business value service agents to fulfill customer incentives improve operational Helping our clients achieve requests, resulting in a 41 per cent performance and drive insight-based measurable business outcomes productivity increase. Achieving this innovations for our clients. outcome has allowed the company Accenture’s commitment to working to redirect agents to support with organizations to improve new businesses in support of the operational efficiency and drive High performance BPO relationships aim high. business results has borne fruit organization’s growth strategy. for our clients around the world. At Accenture, we aim to deliver on our clients’ Outcomes we’ve achieved for our •  North America-based healthcare A payer needed to increase overall cost and efficiency goals, and we also help them clients include: stakeholder engagement across its business. Accenture Health •  global oil and gas company A pursue higher levels of business value – specific needed to improve compliance and Administration BPO improved the quality of demographic, network strategic outcomes that can be measured and control across its procure-to-pay Accenture processes. Working with and contractual data by 10 per cent (to over 97 per cent). As a that can help achieve competitive advantage. Accenture Finance & Accounting BPO, the company increased pay- result, customers and clients now have faster access to care and on-time performance from 53 claims payments. per cent to 82 per cent, leading to improved compliance and vendor satisfaction. Accenture also identified opportunities to improve cash flow of $157 million, leading to annualized profit and loss impact of $1.82 million. “ 2 percent of high performers consider business 6 impact targets as an important component of the BPO service model, compared with 50 percent of typical performers.” High Performance BPO: Eight Practices That Can Drive Long-Term, Differentiated Value from a BPO Relationship – Accenture Research, 20129 10
  • 6. Achieving High Performance with Accenture BPO2 A comprehensive approach We work with clients to improve “ e wanted some creativity around the solution. W processes, not just perform existing processes better—another distinctive In addition to achieving the economics and process that looks beyond single characteristic of BPO high rigor, we wanted to create strategic value out of our performers. We consolidate, outsourcing relationship.” rationalize and standardize across Senior Director Finance Operations, Global Technology Provider functions toward end-to- business units and geographies, helping drive more valuable business outcomes such as increased end optimization across efficiency and improved quality. And we look beyond a single process to see how changes to related functions related processes or processes could improve your BPO performance. High performing organizations “connect the dots” among interrelated processes, so the disciplined pursuit of excellence in one function Our research and experience tell us that high improves performance across the whole business. performing organizations – and their BPO Our comprehensive, end-to-end approach is backed by our scope and providers – take a comprehensive view of what scale—the Accenture Global Delivery they are outsourcing across an entire end-to-end Network, with more than 44,000 people providing BPO services to process. And they work together to drive overall clients in 150 locations. Supported by deep industry, technology and process excellence that fundamentally improves business acumen, and by a wealth of industrialized capabilities— the business – not just to meet numbers on a including processes, methods, tools, architectures, analytics and metrics Service Level Agreement scorecard. Accenture delivers game-changing solutions to help our clients attain high performance.11 12
  • 7. Achieving High Performance with Accenture BPOAccenture’s comprehensive, cross-industry BPO services Accenture’s industry-specific BPO services use our deepfocus on reliability, optimized processes and better knowledge of industry dynamics to jumpstart clientsbusiness performance. Our BPO services cover: toward greater business value. These BPO services include: Capital Projects BPO— Project Management and F&A: Procure to Pay; Order to Cash; Support; Claims and Compliance Support; Procurement Record to Report & Supply Chain; Engineering Data and Document Support Care Management BPO— Utilization Management; Care Integration Procurement: Sourcing and Category Management; Procure to Pay Credit Services BPO— Residential Mortgage Fulfillment; Residential Servicing/ Default Services; Commercial Real Estate Underwriting and Processing; Commercial Real Supply Chain: Plan to Procure; Order to Deliver; Estate Portfolio Management Deliver to Service Insurance BPO— Life and Annuity Services; Property and Casualty Services; Pension Services Marketing: Digital Marketing Operations; Campaign Management; Insight and Analytics Health Administration BPO— Claims and Cost Containment Services; Provider Network Management; Group Setup and Member Enrollment; Billing & Accounts Receivable; H&R: Talent Acquisition; Talent Development; Provider Revenue Cycle; Government Program HR Administration Operations Network BPO— Network Provisioning Services; Network Assurance Services; Learning: Learning Planning and Curriculum Design; Access Management Services Content Development; Learning Technology; Learning Delivery; Content and Knowledge Management; Pharmaceutical BPO— Pharmacovigilence; Learning Administration; Certification Services Clinical Data Management Utilities BPO— Customer Contact; Billing; Credit and Collections; Payments; Command Centre; Customer Analytics13 14
  • 8. Achieving High Performance with Accenture BPO3 Ongoing, analytics based With decades of industry-specific Using sophisticated tools and “ nalytics is increasingly A process knowledge and the ability techniques for statistical surveying, to draw on consulting experience, root-cause analysis and process the tool that drives insights driven by our Accenture knows how to address the optimization. We generate valuable dynamic innovation.” business challenges of our clients, business outcomes for clients in Lacity & Willcocks, and how to drive better business three ways: Outsourcing Unit, London deep industry and domain outcomes based on the dynamics •  Improve operational engines. of a particular industry. We have School of Economics. industrialized that hard-won wisdom Our analytics tools allow close investigation into the end-to- experience into a suite of industry-specific BPO services that can dramatically speed end performance of a process time to value for critical functions. or function, enabling us to drive We then keep driving toward higher standardization and reduce levels of value for our clients by time and waste. Our proprietary applying our extensive analytics software solutions include the As a new generation of BPO emerges, the field capabilities to their business. Accenture BPO Navigator—a one-stop portal that provides of providers is separating in terms of who can Accenture BPO and our clients with combined visibility into provide value beyond cost takeout and efficiency. operational performance and critical business process data. What are the distinguishing capabilities of •  Uncover hidden insights. We the top providers? Our high performance BPO generate additional insights by tracking data across different parts research points to industry experience as one of the client organization, using these insights to optimize business important differentiator. outcomes or to balance competing objectives. •  Innovate to drive top line growth. We help clients manage data— from the front office, back office or both—to generate process innovations or improve time to market to increase revenue.15 16
  • 9. Achieving High Performance with Accenture BPO4 Commitment to teaming At Accenture, we believe that “’m not interested in being just a recipient of ‘service.’ I effective governance is important to solid BPO performance. But I want us to be strategic partners. It is a word that is and collaboration - and a true collaboration goes deeper. It tossed around in a clichéd way. But for me, ‘strategic is about attitudes and behaviors. partner’ means: let’s talk about my five most We work with you to understand important objectives and how that overlaps with the partnership mindset that strategic objectives and how the BPO relationship is tied to those goals. We things that the provider does.” proactively refine those objectives as Commercial Director, Global Energy Company results in increased value the relationship matures; adapting the BPO arrangement based on changing business or marketplace for our clients over the conditions. long term When you speak to an Accenture BPO client, you are struck by their deep commitment to a strong, collaborative relationship - a mindset that is a distinctive feature of high performance BPO.17 18
  • 10. Achieving High Performance with Accenture BPO5 The ability to support These changes are critically important We also bring to our clients extensive to achieving high performance, experience, with supporting methods but the positive business outcomes and tools, to enable faster and more complex, transformational possible with BPO are difficult to effective workforce transitions. achieve if organizations fail to Accenture research found that BPO account for the effects of the change high performers place as much change for your organization on their people. BPO high performers importance on internal transformation excel at change management. as they place on transforming the outsourced processes. Our approach Accenture is a global leader in change to transition paves the way to several management services and we have key outcomes: leading edge methods and tools BPO changes the way organizations operate— for managing change. We bring to •  Aligning organizational structures the table dedicated, market tested and operating models, focusing how they are structured, how they serve procedures to help our clients’ people understand and accept change, move on organization architecture and design, job realignment and customers, how their people are incentivized through transition periods and then perform at high levels within the new performance management. •  Enhancing skills and capabilities and rewarded, and much more. way of doing business. of the retained workforce, with an Our change management services can emphasis on training, knowledge drive a variety of positive outcomes transfer and performance support. for our BPO clients, including improved adaptability, increased •  Improving the coordination success rates for an outsourcing between the retained and transformation, and improved outsourced workforces, with close stakeholder buy in and commitment. attention to organizational culture, cross culture awareness and workforce collaboration. Managing change: Secrets of the high performers One of the most startling findings from our high performance BPO research was the large gap between high performers and typical performers in terms of attitudes toward change management. 88 per cent of companies working within a high performance BPO relationship regard change management as important, compared with only 62 per cent of typical performers. And more than 77 per cent of high performers characterize themselves as successful at executing change management plans—33 percentage points higher than typical performers. (Accenture High Performance BPO Research, 2012.)19 20
  • 11. Achieving High Performance with Accenture BPOConclusion: Our people bring analyticalWhy Accenture? skills and industry capability to drive value for clientsAccenture has been evolving and shaping the BPO market since its inception– we are a steward of the industry. We change the game for clients,providers and people who work in BPO, in terms of delivery, analyticalinsight and vision. We have a committedIn a world where trusted relationships Industry analysts and observers To learn more about how and motivated teamwith clients are critical, we have rate Accenture BPO at the top Accenture can help you achieve working with leadingbuilt one of the most recognized and of the market in execution— high performance in BPO, visit brands and companiesadmired brands in the world. Ourclients include leading organizations commenting on our unparalleled ability to deliver against clients’ us at www.accenture.com/ highperformancebpo. around the worldfrom an array of industries and business-outcome objectives.sectors, who know that when wemake a commitment to them, wedeliver, every time. We invest extensively in their talents and their successes They form the heart of everything we doOur people make this possible!21 22
  • 12. Achieving High Performance with Accenture BPOAccenture’s exclusive researchinto high performance BPO What should you beAccenture, in conjunction with the Everest Group and the Outsourcing Unit looking for in a BPOof the London School of Economics, has published a comprehensive researchstudy into the characteristics of “high performance BPO”—BPO that producesbusiness value for an organization that exceeds that of its industry peers in a relationship?way that can be sustained over time. How can youAbout 20 per cent of the companies participating in the research study havesucceeded in achieving high performance BPO status with their providersbased on their excellence in eight categories:1.  nd-to-end approach: E Taking a more holistic path toward value, high performers consider the entire, increase the value you receive end-to-end business process to be in scope within the BPO arrangement.2.  artnership mindset: P High performers consider their BPO provider to be a strategic partner, and the two parties collaborative closely.3.  ffective change management: E from BPO? The best BPO relationships consider the workforce and organizational impacts of operational and business change and they execute change management effectively.4.  alue beyond cost: V In high-performance BPO, both client and provider acknowledge the importance of cost reduction, but also focus on additional improvements in organizational What does high performance performance.5.  argeting strategic outcomes: T High performers aim for specific strategic outcomes from a BPO arrangement that BPO look like? can be measured and that can help achieve competitive advantage.6.  ndustry knowledge and analytics: I High-performance BPO providers leverage deep industry and domain knowledge, and also drive additional insights from analytics.7.  etained organization transformation: R High performers work to enable the retained organization to perform effectively in the new environment.8.  echnology as a business enabler: T In high-performance BPO relationships, technology serves as more than just the infrastructure of delivery; technology is a source of operational improvements and business innovation.23 24