i/o: intelligent outsourcing 2016 | hans gaertner
TRANSCRIPT
Major Concerns of Europeans in Associating with Outsourcing Companies: Facts & Solutions
KochiMarch 5th, 2016
HansTrendsEuropeChallengesTrust
Cologne, Germany
Brussels, Belgium
HANS
GÄRTNER
Bank, FrankfurtProject management, HR Development
HANS
GÄRTNER
Shipbuilding, BremenHuman Resource
Actually, the outsourcing future looks bright…
Potential is huge: Still most services inhouse
IT services most readily outsourced and logical starting point
Top candidates:Facility-, Payroll services, Procurement
Business Process Outsourcing is second step
Least candidates:Sales, Finance, HR,
Offshore outsourcing from Europe:
The overall trend picture
There isgood newsand bad news
The Good News:
Chances in second generation outsourcing: more intelligent services
The Bad News:
• Trend to insource• Trend to onshore outsourcing• Clients in fast changing industries want
to keep their competitive advantage as first movers
Onshore,Nearshore, Offshore
The decision is always a balance between the objectives an organization tries to achieve and the risks perceived.
The European Union
Discussion in Europe• Data security, privacy• Job security, Globalization• Trend to national tendencies –
return to national state interests (Brexit, EU Problems refugees, EU-Balkan states)
„Kinder statt Inder“
(Children instead of Indians)
Typical European ClientFamily owned international company , Medical Devices
Typical European ClientFamily owned international company , Audio Devices
Believes of a “SME” European Client
No riskData securityOwn staff deserves loyaltyQuality of service and relationship
• Number one, two, or three in the global market, or number one on the company's continent, determined by market share
• Revenue below 4 Billion Euros• Low level of public awareness.
SMEs are well organized
http://www.ihk.de/#ihk-finder
Brax
Falke
Miele
Pflei-derer
Topics that create concerns:
PunctualityLanguageQualityCommunication preference
Punctuality
German punctuality
When is 12.00 PM
Belgium: 12.15 PMFrance: 12.30 PMSpain: 01.00 PM
Perception of Indian punctuality:„You newer know“
LanguageIrish, British, Scottish
German Accent, French Accent, Spanish Accent, Italian Accent
Indian Accent
„We don‘t understand their English“
Quality
International Standardization organization
European Foundation for
Quality Management
Quality
At start of a relationship:
Focus onprocess quality
Content Quality Process Quality
Communication Preferences
• Participation in meetings
• Hierarchy• Yes and No
Building a trusting relationship
You cannot learn everything about every culture you are doing business with:
Measures required also on corporate level
Client/Retaining
Organization
Outsourcing Service
Provider
• Constant review of outsourcing strategy
• New people manage the outsourcing relationship
• Communication: tools and processes
• Attitude of staff: Everybody is a relationship manager
• Manage multiple stakeholders• More qualified staff and dealing
with staff changes• Communication: tools and
processes
Expectations change over time and go beyond the individual contract
Find/develop a
SPOC
Single Point of Contact
Develop your “Business Model” for
your future outsourcing offer
CustomerRelationships
CustomerSegments
RevenueStreamsDistribution
ChannelsKey
Resources
CostStructure
KeyPartners
KeyActivities
ValueProposition
Key
Appendix
Establishing and maintaining a healthy relationship between client and provider parties
Retaining organization
Serviceprovider
Establishing and maintaining a healthy relationship between client and provider parties