offshore outsourcing depaul university october 18, 2004 richard howe
TRANSCRIPT
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Offshore Outsourcing
DePaul University
October 18, 2004
Richard Howe
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Topics
• 60 seconds about SAIC
• Why outsource to offshore
• Considerations
• How to make it work
• What did you say
SAICWhyConsiderHowRecap
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SAIC Overview
Technology/Capabilities That Contribute to Our Competitive Advantage
SAICWhyConsiderHowRecap
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Government Business Areas
Health Care4.9%
Energy1.4%
Other14.7%
Environment6.6%
National Security67.1%
Core Competencies
• Information technology systems
• Professional services
• Engineering services
• Telecommunications systems
Core Competencies
• Information technology systems
• Professional services
• Engineering services
• Telecommunications systems
Telecommunications2.4%
IT Outsourcing2.9%
SAICWhyConsiderHowRecap
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Core Competencies
• Telecommunications systems
• Information technology systems and outsourcing
Core Competencies
• Telecommunications systems
• Information technology systems and outsourcing
Commercial Business Areas
IT Outsourcing21.3%
Environment1.6%
Health Care2.4%
Other10.9%
Telecommunications58.9%
Energy4.9%
SAICWhyConsiderHowRecap
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Sustainable Competitive AdvantageLeading to 35 Years of Growth
SAICWhyConsiderHowRecap
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Why outsource?
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Internal Work force constraints User dissatisfaction Inefficient operations Escalating budgets Attrition Redirect internal staff Mission critical services Complex services
External Tight labor market Global competition Rapid change in technology Technology complexity Cost pressures Integration needs Business process change Partners are competitors
Today, Today, irrelevancyirrelevancy may carry larger risks than may carry larger risks than inefficiencyinefficiency
Business DriversSAICWhyConsiderHowRecap
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Why Outsource?
• Create flexibility• Focus on core business• Improve quality• Realize cost reductions
Through 70’s 70’s - 80’s 90’s
Join
t Ven
ture
s
Alli
ance
s
Outsourced
Operating P
artners
Core value
SAICWhyConsiderHowRecap
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Why outsource to offshore?
Some Macro Drivers:• Large highly educated labor force• Wage Arbitrage• Relative political stability: post-cold war period permits
capital & labor mobility
Some Business Drivers:• Depressed global demand (Overcapacity) – Need to Cut
Costs• Maturation of offshore service delivery platforms – Initial
driver was unmet labor demands• Emergence of Information Technology Enabled Services –
Back Office and Call Center• Standardization of IT software platforms
Source: Information Policy Institute January 14, 2004
SAICWhyConsiderHowRecap
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Considerations
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Offshore adds a third dimension to outsourcing
Control– Cost structure– Economies of scale– Financial engineering– Service requirements– Process expertise/ capabilities
Location– Vendor capabilities and availability– Labor pool projections/economics/skills – Deal types/relationship structure
(e.g., subsidiary; JV; consortium)– Location/geographic considerations– Risk management
Information Technology
Business Process
• Offshore
• On-shore
• Outsource
• Insource
Call Center
Service Categories
Source: Society for Information Management, SIMposium 2004
SAICWhyConsiderHowRecap
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Considerations
• Culture
• Coordination
• Cost
• Complexity
• Constancy/Stability
• Core/Strategic process
• Confidentiality
SAICWhyConsiderHowRecap
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Onshore v. Offshore Delivery comparisons
High
Low
Medium
Medium LowHigh
Offshore
Legacy
maintenance &
Project selection done through
diagnostics study
Co
mp
lexi
ty
High
Low
Medium
Medium
Constancy/Stability (e.g. Requirements)
Offshore
Legacy
maintenance &
Project selection done through
diagnostics study
Legacy maintenance & enhancements
Application Support
Core/Strategic Application
Development
Non-core Application
Development
Project selection done through diagnostics study
Proportion Offshore
Low
High
High
SAICWhyConsiderHowRecap
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Facts about India
• Government: Democratic & Secular.• Religion: Hindu, Muslim, Christian, Sikh, Jain,
Buddhist, Parsies etc.,• Calendar: Christian Calendar for Business; Indian for
Ceremonies/Festivals• Food and costumes: Distinct regional food &
costumes. Besides regional song and dances. Predominantly Vegetarian.
• Language: – National Language: HINDI (30%)– 25 different regional languages and numerous dialects– Governments do business in English.
SAICWhyConsiderHowRecap
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Behaviors
• Shy, soft spoken, reserved & low voice• Polite, humble & respect for elders• Superior makes decisions; subordinate carries them out• Mutual dependence and interdependence - family bonds• Waving of palm and hands• Nodding of head/shaking head for ‘yes’ or ‘no’• Hesitate to disagree and contradict others• Hesitant to shake hands especially with opposite gender• Eye contact with female colleagues is low• Public display of emotions/affections is discouraged
SAICWhyConsiderHowRecap
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• Schedule = S(k)edule• Route (Root) = Route (Raut)• Half = Half• Fast = Fast• Z (Zed) = Z (Zee)• Zero = ‘O’• Organisation = Organization• Colour = Color• One Lakh = Hundred
Thousand • One Crore = Ten Million
Differences
Yes = I heard you (not I agree)
Asian Indian vs. American English
• Hello = Hi• Phone is engaged = Busy• Disconnect a Phone = Hang-
up• Petrol Pump = Gas Station• Lift = Elevator• Bill = Check• Note = Bill• Too = Very/Lot• Repair = Fix• Fix = Assemble
SAICWhyConsiderHowRecap
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How to make it work
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Short-term Transition Project
• Define the “win” for employees and the firm• Communicate, recognizing culture differences
“Tain't what a man don't know that hurts him, tis what a man knows that just ain't so.” Kim Hubbard
• Process must be more rigorous than you’ve ever used and address time zone differences
• Infrastructure– Duplicate of test/QA environment– Robust communication network
• Knowledge transfer – use phased approach and test to assure success• Risk management• Establish service level agreement at start (e.g. bug fixes, problem
resolve time, “lights on” tasks, etc.)• Allow for 6 week gap in travel (acquire visa’s, etc.)• Clarify when support/development occurs during business day• Clarify who pays for equipment/infrastructure at start• Begin reporting progress against plan from week 1
SAICWhyConsiderHowRecap
Objective: Enable daily (or hourly) handoff and return of tasks
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Offshore mix progression
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr 5th Qtr
OnshoreOffshore
SAICWhyConsiderHowRecap
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Division of responsibilitiesSAICWhyConsiderHowRecap
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Process DetailSAICWhyConsiderHowRecap
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Risk Assessment Methodology
Low
(minimal risk)
(critical risk)
Medium High
High
Medium
Low
Manageability
Ris
k M
agn
itu
de
(Pro
bab
ility
x Im
pac
t)
R3
R8
R5R4
R2
R7
R6R1
Outside Influence Within Influence Within Control
SAICWhyConsiderHowRecap
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Governance
• Oversight– Steering Board – Annual– Management Committee – Quarterly– Operations Group – Monthly
• Pricing– Real competition with internal and external
suppliers
• Agreed Service Level Descriptions• Measurement
– Key performance indicators (monthly/quarterly)– Benchmarking
SAICWhyConsiderHowRecap
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What did you say?
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Results Outsourcing Can Create
Assure performance with actions rather than promises.• Business can adapt, with a focus on growth, competitive
response, new opportunities, etc.• IT becomes focused on its own business (clarity in customers
and competitors) and therefore, growth, competitive response, new opportunities, etc.
• Manage to performance goals and mitigate risks (likely impacts to performance)
• Focus around survival of a business (not a function)• Flexibility to respond to business needs in any direction • Assure access to best quality (service meets requirements) for
price• Variablize costs – pay according to use versus maximizing
consumption of resources
SAICWhyConsiderHowRecap