Business Operations

Project Management Office

An overview ddth MMM 2012

Microsoft Business Process Outsourcing “To scale the world’s leading IT organization for future success” Mathias von Bescherer

April 16th 2012 Community

Microsoft in Numbers

Microsoft in Products

Windows 8

BPO

Goal ! Customer

Satisfaction

Co-create

Value

Enable

Change

Vision

Our story so far

Core BPO Categories at Microsoft

Contact Center

Order to Cash

Sales Support

Finance ACS

IT Systems

Legal HR

MS BPO Global Evolution

Staff

Augmentation

Low Value

Offshoring

High Value

Offshoring

Multi Sourcing

Transformation

Globalization

Governance Beyond the Scorecard

How to balance?

Local

Global

• Proximity to suppliers &

customers

• Governance Capabilities

• Timezones & Cultures

• Competitive Benchmarking

Buyers Concerns

• Provider not meeting SLAs

• Excessive staff turnover

• Transition is taking too long

• Where is the promised innovation?

• Where is the proposed efficiency?

Providers Concerns

• We are meeting SLAs but they are still complaining

• No clear priorities given

• Volumes are different

• They are still micromanaging us

• No reasonable forecasts given

Primary Concerns

Microsoft BPO 360° Driving Core Excellence

Governance for

Ops Excellence

Risk

Management Business with

Integrity

Scorecard

excellence

Org Health

Pulse

of CPE

Readiness

1st Time

Right BCM/BCP

Contract

Mgmt

Tribal

knowledge

retention

Green SOX

Audit ready

ROI &

Cogs Mgmt

BPO

360˚

Journey

to

Success

Our Engagements

Scale

• Large scale BPO operations

• 63.000 employees worldwide

• Flexibility and Entrepreneurship

• Competitive Pricing Models

• Long Term Commitments

• Scalability of Processes

• Compliance

• Risk Mitigation

• Quality

• SME Knowledge

Proven Experience Growing Requirements

• US$ 200m global MS BPO portfolio

• 90% of global MS revenue processing

• 20% cost savings

• 12 major transitions in 2011

Complexity

• Industry and business acumen

• Industry, cross-industry solutions

• Horizontal solution accelerators

• Specialization on the Microsoft platform

• Engineered assets and architectures

• Industry, cross-industry solutions

• Comprehensive enterprise platform

• Superior price, performance

• Commitment to research and development

Proven Experience Product & Platform Leadership

Working together, Accenture, Avanade and Microsoft deliver business solutions that enable companies to improve performance, increase strategic advantage, and create real business value. The great

strength of this alliance comes from our unique combination of innovative technologies, deep expertise, and a proven track record of success.” Steve Ballmer, CEO, Microsoft Corporation

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Thank you