BPO Journey - Spatial Co · 2016. 5. 25. · Data Entry Technica l Support Finance & Accounting...
Transcript of BPO Journey - Spatial Co · 2016. 5. 25. · Data Entry Technica l Support Finance & Accounting...
BPO Journey – Challenges &
Success Factors
Dr. Jamal Al-Enezi Team Leader Information Security
Corporate Information Technology Group, Kuwait Oil Company (KOC)
• PhD in Computer Engineering, Brunel University UK
• Masters in Computer Engineering, Kuwait University
• Head of IT PMO for K-Companies
• 20+ Years of experience with Oil & Gas Industry in Information
Technology Domain
• Expertise/Skillsets : Strategic Planning, Information Security,
Enterprise Architecture , Communication & Networking,
Business Continuity
• Professional Affiliations: IEEE, Kuwait Society of Engineers,
Kuwait Information Technology Society
• Email: [email protected] | Mobile : +965 67679666
Dr. Jamal Al-Enezi, PhD
• Introduction • What is BPO? • BPO Models • Pros & Cons
• When to Outsource? • Kuwait: Adoption & Trends • Challenges- External & Internal • Key Success Factors • Q & A
Agenda
BPO Journey: Challenges & Success Factors
What is BPO?
OUTSOURCER COMPANY Services
Organization
Level
Agreements
OLAs
Service
Level
Agreements
SLAs
Business Process Outsourcing: “the strategic use of outside resources to perform
activities traditionally handled by internal staff
and resources” Dave Griffiths Author of The
Theory and Practice of Outsourcing
Governed by
Examples of Services Being Offered By BPO
BPO
Customer
Support/
Call
Center
Data
Entry
Technica
l
Support
Finance & Accounting
Tele
Marketing
Insurance Processing
IT
Helpdesk
HR
BPO Models
Classic Outsourcing
BOT/BOOT Managed Services
Wholly Owned Subsidiary Joint Venture
Internet Based
SaaS/Cloud Computing
BPO: The Pros
Focus on
Core Business
Improved
Productivity
Improved
Service Level Decreasing overall
organizational spend
Access to
many skillsets
Retain Optimal
Employees
BPO: The Cons
Loss of
Tacit Knowledge
Strategic
Misalignment
Security Issues
Loss of
Management Control
Reduced
Employee Loyalty
Restoring Operation
is Complicated
BPO: When to Outsource?
Grey
Area
Not
Outsourced
In House
if Possible Outsource
Competitive
Strategic Non-Strategic
Non-Competitive
The PricewaterhouseCoopers Model
KUWAIT Outlook : Adoption & Trends
Classic Outsourcing
BOT/BOOT Managed Services
Wholly Owned Subsidiary Joint Venture
Internet Based
SaaS/Cloud Computing
BPO: Challenges
Finding the Right Provider
Data Privacy &
Information Security
Legal & Regulatory
Restrictions
Resistance to Change Language & Cultural
Dimensions
BPO: The Success Factors
Set Clear Goals
Manage the
Relationship
Consider the
Intangible Benefits
Evangelize the Change Know Your Strengths
and Weaknesses
Apply a Structured
Transition
1. Know what you want
2. Choose the appropriate provider with the right SLAs
3. Evangelize Change within your Organization
Take Away:
Thank You