Offshore Business Process Outsourcing To Two Australian Sme Case Studies

Offshore Business Process Outsourcing To Two Australian Sme Case Studies-79
As companies move through the Sourcing Evolution curve, they flex different value levers to maximise the commercial opportunity.This is not industry-specific and there are many lessons to be learned from non-FS examples Companies leverage the expertise of a service provider in establishing a shared service capability, often in a new market of geography, with the option to bring that capability in-house when established Can also use the provider to spread the investment cost of setup HCL supported State Street in building greenfield European service centres HCL are also running a BOT to centralise support from 5 countries into a Colombian delivery centre across multiple back office functions.

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This article has everything you need to know about business process outsourcing: what it is, what types of processes and functions BPO vendors support, the current state and future outlook of the industry, and how to choose a vendor that’s right for your company.

Along the way, BPO experts weigh in, and we even provide a vendor scorecard template to make that decision easier for you.

2009, especially for BPO, showing this model still has its adherents Emerging technologies such as Cloudare increasingly embraced by financialinstitutions as innovative ways to achieveincreased IT cost efficiency IBM is helping Nordeato set up their cloudcomputing infrastructure CSC is deploying privatecloud technologies toprovide Tryg with higherefficiency and flexible support EMC is building a private cloudfor Westpac Majority of new large ITO deals within the last 12 monthshave been Managed Service and / or Transformational Outsourcing: ABN Amro’s deal with IBM nowexpanded to integrate Fortis Bank’s ITinfrastructure through a new standardised platform IBM will help Westpac transition to a new coredata centre, as part of the Bank’sstrategy to consolidate their data centres As service providers try to expand globally, theyhave increasingly bought the assets oflarge financial institutions, including: Wipro buying Citi data centre in Dusseldorf Cognizant buying UBS’ Indian IT delivery centre IBM acquiring National Australian Bank’s maindata centre in Melbourne HRO has seen an increase in activity versusother BPO areas in recent years, particularly amongthe large deals Bank of America signed on AONHewitt for HR admin, payroll,health / life mgt, and performance &recruitment tracking North Gate Arinso will provide HRservices to Fifth Third Bancorp andupgrade the company’s HR IT Two of the largest BPO deals globally inthe last 12 months have been by Swiss insurancegroups Zurich Financial Services and Swiss Re The main outsourced functionshave been Claims Processingand Customer Care Fidelity National Financial (FNF) transferred800 US jobs to its captive in Bangalore in March 2011, whereby 50 roles would befor the KPO team which would offerservices in escrow, post closing, corporate taxand accounts payable Societe Generale Private Banking has formeda partnership with KPO provider Copal Partners in Oct 2010.

The latter will provideequity research services to its private bankingclients and these reports will be co-brandedwith the bank’s name and Copal’s.

The goal is clear, yet the road is not as smooth, especially for first-timers.

That’s why ASW Global is here to guide you through every step and make sure your offshore solution is a seamless integration.The Asia Pacific region is currently very under-developed in terms of Application Development and Maintenance ITO Sub-Domain Outsourcing Activity- based on 2010 TCV ($m) KEY: ISO = Infrastructure Services Outsourcing AM = Applications Maintenance NDOS = Network & Desktop Outsourcing HAM = Hosted Application Maintenance HIS = Hosted Infrastructure Services North America * NOTE: Banking and Insurance operations processes include but are not limited to – trade processing, loan administration, billing services, payments services, document and data management, account processing an d reconciliation etc.The KPO industry continues to grow at a significant rate of over 50% annually, reiterating the increasing importance that companies place on managing their knowledge processes Global KPO Industry Sales as most common model – most FS institutions now employ several different models of outsourcing and offshoring across the spectrum of service providers depending on the maturity of the services and their internal capabilities There has been an increase in captive activity in 2010 vs.Use service providers with experience in shared service creation and process optimisation to support internal transformation – gain access to skillsets outside the current organisation and also accelerate timescales vs.internal delivery capability Service providers have developed technology platforms to support their process services Clients can leverage these on an Opex basis rather than investing in large scale ERP implementations and upgrades Leverage global capabilities and assets of third parties to deliver (largely IT) related services on an as required, pay per use basis Flexible model without need for infrastructure investment or need to own assets Exposure to vendors service multiple clients and to ‘back office’ functions incentivised to drive efficiency as a profit centre may present many more innovation triggers than solely internal capabilities The US outsourcing market is in decline and EMEA saw greater total contract value for the second year.Novel, modern process management techniques can take your business from good to great.One outgrowth of BPM, business process outsourcing (BPO), can enable just such a change if enacted in a careful, conscientious manner and with a quality vendor.Far from a traditional outsourcing provider, ASW Global is a premium offshore solutions partner.We go against a one-size-fits-all approach and towards integrated solutions, in which your business growth could be scaled with highly capable, qualified offshore talent – solely chosen for your unique long-term goals.While Asia Pacific region is still comparatively small it continues to grow at a very high rate North America ITO continues to show growth while BPO deals have been affected significantly due to the economic crisis.However, market activity in 2010 was driven by renewals and extensions not new outsourcing deals Infrastructure services continue to dominate ITO activity.

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