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RESET BPOBetter Business Outcomes      Nigel Edwards | 10th May 2011      Amsterdam           ©2011, Cognizant | All right...
Conventional                                                           BPO                        CONSOLIDATION       OPTI...
Conventional                                                                 BPO         BUSINESS CASE SAVINGS         INC...
?       “ We have had some great successes, but what now? ”        “ How can I deliver further value? ”        “ How can I...
?                                                   Increasing levels of technology integration in BPO                    ...
?6 | ©2011, Cognizant Technology Solutions
?                                            VIRTUALISATION                                                               ...
BUSINESS              COST REDUCTION                                                       OUTCOME                    FLEX...
Reset BPO              CONTRIBUTING TO TOP LINE GROWTH              REDUCING TIME TO MARKET              REALLOCATING CAPI...
Reset BPO   “We achieved over 40% savings   through immediate outsourcing. We   introduced productivity gains through   ce...
Reset BPO                COMMERCIAL RIGOUR                COST VISIBILITY                ASSET MONETISATION               ...
Reset BPO           “A huge amount has been delivered           in a very short space of time –           new processes, n...
Reset BPO       CLOUD COMPUTING                                                       BUSINESS       BPaaS                ...
Reset BPO    “I work with many vendors each of them offering a set of tools and    applications to help support my busines...
Reset BPO                                             €           Above and Beyond BPO / ITO ALIGNMENT – BOTH PARTIES    F...
“If Cognizant was a man, I would marry him rightaway” – Female CXO, US Financial Services Company Cognizant Facts$4.59 Bil...
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Reset BPO for Better Business Outcomes

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Is Shared Services / BPO at a tipping point?

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Transcript of "Reset BPO for Better Business Outcomes"

  1. 1. RESET BPOBetter Business Outcomes Nigel Edwards | 10th May 2011 Amsterdam ©2011, Cognizant | All rights reserved. The information contained herein is subject to change without notice.
  2. 2. Conventional BPO CONSOLIDATION OPTIMISATION STANDARDISATION CONTROL & COMPLIANCE2 | ©2011, Cognizant Technology Solutions
  3. 3. Conventional BPO BUSINESS CASE SAVINGS INCREASING EFFECTIVENESS & EFFICIENCY INCREASING CUSTOMER SATISFACTION REFOCUSING ON CORE BUSINESS Source: AT Kearney3 | ©2011, Cognizant Technology Solutions
  4. 4. ? “ We have had some great successes, but what now? ” “ How can I deliver further value? ” “ How can I deliver sustainable careers for my staff? ” “ How can I manage both rapid growth and contraction? ” “ It‟s just gone a bit flat…”4 | ©2011, Cognizant Technology Solutions
  5. 5. ? Increasing levels of technology integration in BPO Tie-and-run Technology Platform-based augmentation / Cloud Offerings Limited role of Supplier-provided tools Pre-integrated applications and technology where that serve as “add- pre-built processes, owned by supplier plugs into ons” around supplier, with pricing built into the buyer‟s existing the periphery of the BPO contract systems to deliver existing systems to services address specific gapsBPO outsourcingservices   Enabling tools &technologies Χ  Core BPOprocessing Χ Χ system(s) Conventional IT / BPO Cognizant model Investments 5 | ©2011, Cognizant Technology Solutions
  6. 6. ?6 | ©2011, Cognizant Technology Solutions
  7. 7. ? VIRTUALISATION The ‘New Potential’ Performance Threshold EFFECTIVENESS INNOVATION The ‘Old Potential’ Performance Threshold EFFICIENCY7 | ©2011, Cognizant Technology Solutions
  8. 8. BUSINESS COST REDUCTION OUTCOME FLEXIBILITY TRANSPARENCY IT-BPO INSPIRATION INNOVATION CONTRACTUAL ENTERPRISE LED8 | ©2011, Cognizant Technology Solutions
  9. 9. Reset BPO CONTRIBUTING TO TOP LINE GROWTH REDUCING TIME TO MARKET REALLOCATING CAPITAL OPTIMISING CASH FLOW SUSTAINED VALUE CREATION9 | ©2011, Cognizant Technology Solutions
  10. 10. Reset BPO “We achieved over 40% savings through immediate outsourcing. We introduced productivity gains through centralization, better workflow and call queuing that has provided an additional 10% savings. Some of these savings were re-directed to fund direct-to- consumer video and game initiatives.” - Director Support Services, Video Retailer10 | ©2011, Cognizant Technology Solutions
  11. 11. Reset BPO COMMERCIAL RIGOUR COST VISIBILITY ASSET MONETISATION CHANGE ENABLEMENT11 | ©2011, Cognizant Technology Solutions
  12. 12. Reset BPO “A huge amount has been delivered in a very short space of time – new processes, new structures, new ways of working and a new partnership with Cognizant which is very impressive.” - VP Clinical Development, Global Pharma12 | ©2011, Cognizant Technology Solutions
  13. 13. Reset BPO CLOUD COMPUTING BUSINESS BPaaS ANALYTICS BUSINESS PROCESS MANAGEMENT PROCESS LEAN / SIX SIGMA PEOPLE TECHNOLOGY MASTERY GLOBAL WORKFORCE MANAGEMENT GLOBAL PREDICTIVE MODELING DELIVERY13 | ©2011, Cognizant Technology Solutions
  14. 14. Reset BPO “I work with many vendors each of them offering a set of tools and applications to help support my business. When I step back and look at these various offerings, I can safely say that Cognizant is delivering the best combination of functionality, stability, performance, and usability. Cognizant built the Tracer, Update Management Tool, Escalation Tracker, and Learning Management System at their own expense because they observed a need and invested to address the gap. The results in terms of improved quality, reporting, agent performance, and operational flexibility are obvious. It‟s this “go above & beyond” attitude that sets Cognizant apart and improves my business day after day.” - Senior Executive Business Services, Global Telco14 | ©2011, Cognizant Technology Solutions
  15. 15. Reset BPO € Above and Beyond BPO / ITO ALIGNMENT – BOTH PARTIES FIXING THE „HERE AND NOW‟ WHILE Conventional Reset BPO „SHAPING THE FUTURE‟ BPO AGNOSTIC IN APPROACH ENGAGED AND EMPOWERED CULTURE Time15 | ©2011, Cognizant Technology Solutions
  16. 16. “If Cognizant was a man, I would marry him rightaway” – Female CXO, US Financial Services Company Cognizant Facts$4.59 Billion in revenuesin 2010Revenues have increased222% since 2006 Over 100,000 employees 712 global customers - 46 of The Fortune 100 Fastest growing firm in the industry16 | ©2011, Cognizant Technology Solutions
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