BETTER BUSINESS PROCESSES

NEXT GENERATION OUTSOURCING

NEXT GENERATION OUTSOURCINGNext Generation Outsourcing: How information management is transforming

In the past, non-core activities were outsourced to reduce and consolidate costs

TODAY IT’S DIFFERENT

Adapting to fast-evolving customer

expectations

Reviewing how business processes interact so you can

optimise them

Outsourcing is now a tool for

transformation and a best

practice resource

WINNING AND RETAINING BUSINESS IS HARDER THAN EVER

NOW OUTSOURCING REPRESENTS THE NEXT STAGE IN DIGITAL TRANSFORMATION

INFORMATION AT WORKOn 3 July 2014 Canon hosted an event to bring together industry experts and technology leaders to discuss opportunities and share insights around Information Management – including Next Generation Outsourcing

OUTSOURCING SEMINAR OVERVIEW1. Goals and priorities 2. Key business processes 3. Lazy outsourcing4. Good practice

1. GOALS AND PRIORITIESWhat are the goals and priorities for Finance, Marketing and IT departments when building a customer base profitably?

2. KEY BUSINESS PROCESSESWhat are the key business processes that enterprises are focusing on today and in the next three years when building a closed-loop inbound and outbound information service?

3. LAZY OUTSOURCINGHow can you avoid the pitfalls of ‘lazy outsourcing’ – actually improving operational performance and realising gains in competitive advantage to achieve your business goals?

4. GOOD PRACTICEGood practice and governance – why this is the secret ingredient to delivering true transformation in business

THE SPEAKERS INCLUDED:

Hans HakkensService Line Manager

Canon Business Services

Jamie LiddellEditor

Outsource Magazine

A leading opinion-former in the outsourcing sector

Darian SimsMarketing Manager

Canon Business Services

A marketing expert with over 10 years’ experience

Giacomo RocchiService Line Manager

Canon Business Services

THEY TALKED ABOUT...

WHAT WOULD BE THE MAIN REASONS YOU MIGHT CONSIDER OUTSOURCING DOCUMENT AND INFORMATION PROCESSES TO A PARTNER?

• Force change into your business operations?

• Meet compliance/regulatory requirements?

• Transform/re-engineer processes?

• Reduce operating costs?

• Gain access to new business process acumen?

PANEL RESPONSE

Compliance was also a strong

reason for outsourcing

Many attendees indicated they were thinking about outsourcing document

and information processes in order to change

business operations and transform processes

Overall, the response showed that most attendees were

considering outsourcing for several reasons, showing

that expectations for outsourcing are far broader

now than traditionally

THE BIGGEST BUSINESS DRIVERS FOR OUTSOURCING

Source: HFS Research and the London School of Economics Outsourcing Unit, 2011. Sample: 347 Buyers of Outstanding Services.

How important are the following business DRIVERS behind your company’s IT outsourcing and BPO decision-making this year? Answer = Very Important

Small Orgs (<$1bn revs) Mid-market Orgs ($1bn - $3bn revs) Enterprises ($3bn+ revs)

Reduce Operating

Costs

50%

33%

27%

34% 37%

45%

40%35%

48%

40%

50%

64%

56%

27%

43%

31%

45%

29%

42%

52%

48% 46%

67%

76%

Gain access to new

technology

Gain access to new

business process acumen

Transform / re-engineer processes

More effective

operations at a global level

Force change into our business operations

Proven / mature

offerings from service providers

Meet compliance /

regulatory requirements

WHICH OF THESE PRIORITIES DO YOU FEEL WILL CHANGE YOUR COMPANY PROCESSES MOST IN THE NEXT 3 YEARS?

• More targeted marketing to individual customers?

• Optimising workflows and straight-through processing?

• Improve customer service by gaining enterprise-wide synergies?

• Leverage stored customer data and information?

• Executing more multi-channel customer engagement?

PANEL RESPONSE

As with the first question, the response from attendees showed that most thought

several priorities would impact their company processes

IT is worrying more about individual customer

targeting now than in three years’ time, suggesting they

feel under pressure now

KEY PROCESS CHANGES OVER THE NEXT 3 YEARS

NEXT GENERATION OUTSOURCING

GLOBAL PHARMA COMPANY IN ITALY CASE STUDY • Japan’s largest pharmaceutical firm

• Market presence in over 70 countries

• 30,000 employees

THE CHALLENGESIn order to manage hundreds of medical events in Italy, the company faced:

The need to manage event-related

documentation efficiently

Operational cost pressures

The need to comply with strict Italian

pharma regulations

THE RESULTSCanon Business Services manages all the information related to the company’s events

700 events managed in 2013

100% compliance of all medical event regulation with strict regulation

from the Italian Department of Health (AIFA)

20% operational cost reduction

AEGON CASE STUDY• Multi-national insurer based in the Netherlands

• Market presence in over 20 countries, providing life insurance, pensions and asset management

• Annual turnover €27.6bn

• 27,474 employees

THE RESULTSCanon Business Services manages Aegon’s information and documentation

• 70% improvement in document process time

• 25% operational cost reduction

• 100% ready for multi-channel client engagements

• 100% compliant with ISO 27001/14001/9001

MORE INFORMATIONIf you are an existing Canon customer, please contact your account manager to find out how information management and business process outsourcing can transform your business

Or contact us on: canon-europe.com/For_Work/business-services/Outsourcing-and-consultancy/index.aspx