ComMetrics

2008_06_16

Session 23: Outsource in haste – repent at leisure

http://www.slideshare.net/ComMetricsUniversityLatest version can be found here just before class

Presented by

http://www.YouTube/ComMetricsComMetrics – videos

http://info.cytrap.eu/?p=134social media trends 2011

http://info.cytrap.eu/?p=176ComMetrics blog checklist

Urs E. Gattiker , Ph.D.

My.ComMetrics.com

ComMetrics

_Example – Broadband use and

network neutrality

2011_01_21

>Introduction _Purpose >How to >Decision >Conclusions >Tools & Tips

#1 Operators have a concern

about the potential for a

duopoly in smarphones

– Apple iPhone 2007 and Google‘s Android OS 2008

Vodafone, Telefonica, Telecom Italia, France Telecom and Deutsche

Telekom have set up a group to monitor the mobile phone system

market

ComMetrics

_Example – Broadband use and

network neutrality

2011_01_21

>Introduction _Purpose >How to >Decision >Conclusions >Tools & Tips

Study for operators done by AT Kearney recommends:

1 operators consider charging online content providers

for high quality delivery of video to retail customers

2 operators should consider levying wholesale charges on each

other, taking account of the volume of data traffic they exchange.

Such charges could ultimately get passed back to online content

providers responsible for large amounts of traffic, such as Google

http://www.ft.com/cms/s/0/b875f4ae-2351-11e0-8389-00144feab49a.html#axzz1BVjHeexz

ComMetrics

_Example – the client

2011_01_21

>Introduction _Purpose >How to >Decision >Conclusions >Tools & Tips

#1 How to use social media more effectively with fans

Challenge - outsource to advertising ageny/web bureau but

Strategy: How can we bundle and leverage better what

happens internally (employees on Facebook, players

tweeting)

ComMetrics

_Example – the client

2011_01_21

#1 How to use social media more

Challenge effectively with fans - outsource

Strategy: How can we bundle and leverage better what

happens internally (employees on Facebook, players

tweeting)

Solution Strategy in-house – certain work has been outsourced

but risks remain such as:

>Introduction _Purpose >HowTo >Tools & Tips >Decision >Conclusions

ComMetrics

_Example –

the client

2011_01_21

#1 How can we unify the message – branding the Twitter

Challenge account and website of players?

Solution Try – some will agree others will not

>Introduction _Purpose >HowTo >Tools & Tips >Decision >Conclusions

ComMetrics

_3 Why it matters – today‘s 3 nuggets

1 Coordination is key for successful outsourcing (who does what, when, how – monitoring, costs, risk mgmt, compliance, etc.)

2 Decide and manage project and/or service (e.g., call center, building/maintaining software application) continuously with the outsourcing company

3 How feasible is outsourcing to outsourcer in the customer centric organization?

2011_01_21

_Introduction >Purpose >HowTo >Tools & Tips >Decision >Conclusions

ComMetrics

_Purpose

2011_01_21

What is this all about?

>Introduction _Purpose >HowTo >Tools & Tips >Decision >Conclusions

ComMetrics

_What is oursourcing, off-shoring, near-sourcing?

2011_01_21

Definition in textbook? Not really defined

Does your textbook define some of the key terms of outsourcingHow are outsourcing and off-shoring etc. defined in other MBA courses/modules?

How does outsourcing relate to innovation?

What is your company‘s outsourcing policy?What is its most successful outsourcing project in your firm?

What is the biggest outsourcing failure your company had?

How does your company assure compliance with outsourcing projects – what works --- what fails?

(please bring document to class)

::::::::::::::::::::::::::::::::::::::>Introduction _Purpose >HowTo >Tools & Tips >Decision >Conclusions

ComMetrics

_Example –

the client

2011_01_21

>Introduction _Purpose >How to >Decision >Conclusions >Tools & Tips

#1 How can we unify the message – branding the Twitter

Challenge account and website of players? How to use social

Solution Try – some will agree others will not

http://www.facebook.com/photo.php?pid=16277208&l=245c61a97d&id=79298470625

ComMetrics

_Example –

the client

2011_01_21

>Introduction _Purpose >How to >Decision >Conclusions >Tools & Tips

#1 How to use social media more effectively with fans

Challenge - outsource to advertising ageny/web bureau but

Strategy: How can we bundle and leverage better what

happens internally (employees on Facebook, players

But what if marketing agency builds web destinations that are not

focusing on target audience?

http://twitter.com/10Ronaldinho http://twitter.com/podolski10

ComMetrics

_Example – Barcelona‘s academy

2011_01_21

>Introduction _Purpose >How to >Decision >Conclusions >Tools & Tips

Barcelona produces top players through La Masia, its in-house

training academy. Over 500 players have gone through its academy

and the boarding house in the last 3 decades

La Masia renown for instilling strong personal values

http://www.ft.com/cms/s/0/f54a6718-1e8b-11e0-87d2-00144feab49a.html#axzz1BNf49GfK (case study – 1 page)

How does this relate to outscouring : parents, in-sourcing....

Relationship to internal labor market research

ComMetrics

_From Purpose to HowTo

2011_01_21

How do we put this into practice?

>Introduction >Purpose _HowTo >Tools & Tips >Decision >Conclusions

ComMetrics

_Is this PR or SMM (Social Media Marketing)

Does it do PR for

the club, sponsor or?

Good deeds:

http://wfp.org/kaka

fillthecup WFP Ambassador Against Hunger

http://www.youtube.com/watch?v=InAZ1DdJenY

Commercials:

Sky TV commercial – Kaka training for Germany

http://www.youtube.com/watch?v=ZpM66rQcix8

Adidas commercial

http://www.youtube.com/watch?v=Ppt0CHzfJeo&NR=1

2010_08_20

>Introduction _Purpose >HowTo >Tools & Tips >Decision >Conclusions

ComMetrics

_assigned readings – Topic 23

2011_01_21

- Vallebona Claudio - innovation & outsourcing

>Introduction >Purpose _HowTo >Tools & Tips >Decision >Conclusions

ComMetrics

_What is smart way to outsource

2011_01_21

Clearly defined task like – making copies of a report, house cleaning,

Why Zappos does not outsource its call center - question of culture,

strategy and innovation for Zappos founder

http://www.youtube.com/watch?v=5rccLA5UCo4 3.2min about culture

http://www.youtube.com/watch?v=DgVCVoa1Ofo 1.5 min customer service/call center

http://www.youtube.com/watch?v=PqAXLbV9gGU&NR=1 3 min employees about Zappos exp. funny

http://www.youtube.com/watch?v=63WFjoFiXns&NR=1 7 min talk on stage by Zappo founder, VERY interesting

>Introduction >Purpose _HowTo >Tools & Tips >Decision >Conclusions

ComMetrics

_Tools & Tips

2011_01_18

- How much information is there?

>Introduction >Purpose >HowTo _Tools & Tips >Decision >Conclusions

ComMetrics

_Tools & Tips - information

2011_01_21

“Predicting the Present with Google Trends” by

Hyunyoung Choi and Hal Varian, Google. April 10th 2009 ==>

http://ec.europa.eu/bepa/pdf/seminars/google_predicting_the_present.pdf

Voyagers and Voyeurs: Supporting Asynchronous Collaborative Information

Visualization Jeffrey Heer, Fernanda B. Viégas, Martin Wattenberg

http://vis.berkeley.edu/papers/sense.us/

>Introduction >Purpose >HowTo _Tools & Tips >Decision >Conclusions

ComMetrics

_Tools & Tips – information - research

2011_01_21

How Much Information? 2009 Report on American Consumers

Roger E. Bohn & James E. Short. Global Information Industry Center

University of California, San Diego Read p. 6 Executive summary

http://hmi.ucsd.edu/pdf/HMI_2009_ConsumerReport_Dec9_2009.pdf

>Introduction >Purpose >HowTo _Tools & Tips >Decision >Conclusions

ComMetrics

_Tools & Tips – podcast software

2011_01_21

- http://juicereceiver.sourceforge.net/ PC

- http://www.apple.com/itunes/

CBC – Canada – Get US trens and comparisions with EU/Asia

- http://www.cbc.ca/mobile/iphone/ iApp

- http://www.cbc.ca/podcasting/ (great list of podcasts FREE news, etc.)

http://www.cbc.ca/podcasting/includes/spark.xml (tech/Internet)

>Introduction >Purpose >HowTo _Tools & Tips >Decision >Conclusions

ComMetrics

_From Tips to Decision Time - Strategy

2011_01_21

>Introduction >Purpose >HowTo >Tools & Tips _Decision >Conclusions

ComMetrics

_Student Case – challenge at work

2011_01_21

- Vallebona Claudio

>Introduction >Purpose >HowTo >Tools & Tips _Decision >Conclusions

ComMetrics

_Student Case – challenge at work

– Angelo Ramella

2011_01_21

- Use outsourcing for things you are not that good at.....

- use social media like Twitter to get customer or other people to

praise your work (testimonials) allowing you to build your company‘s

brand

==> you have to think, reflect and then decide what is best for you

==> hiring staff – social media can help and you need to figure out

how it works

>Introduction >Purpose >HowTo >Tools & Tips _Decision >Conclusions

ComMetrics

_Decision time – what will it be

2010_09_15

You CAN outsource all the grunt work of setting up your automatic

work, doing some of the initial scanning of social media

conversations.

This includes installing wordpress blogs and plugins, audio editing,

video editing, article distribution, social bookmarking, copy editing

and so forth.

>Introduction >Purpose >HowTo >Tools & Tips _Decision >Conclusions

ComMetrics

_Decision time – what will it be

2010_09_15

I am convinced you cannot outsource the STRATEGIC THINKING

AND MARKET IMMERSION necessary to succeed in a project,

especially in today’s competitive marketplace

Doing the strategic thinking and getting yourself immersed in the

market will allow you to make the right decisions.

Use outsourcing to support you – hire a coach, expert, trainer, payroll

processing – supporting you in these efforts but remain involved

taking the strategic decision.

>Introduction >Purpose >HowTo >Tools & Tips _Decision >Conclusions

ComMetrics

_One last thing – Wrap-up

2011_01_18

>Introduction >Purpose >HowTo >Tools & Tips >Decision _Conclusions

What we learned

ComMetrics

_Why it matters – today‘s 3 nuggets

2011_01_21

>Introduction >Purpose >HowTo >Tools & Tips >Decision _Conclusions

1 Coordination is key for successful outsourcing (who does what, when, how – monitoring, costs, risk mgmt, compliance, etc.)

2 Decide and manage project and/or service (e.g., call center, building/maintaining software application) continuously with the outsourcing company

3 How feasible is outsourcing to outsourcer in the customer centric organization?

ComMetrics

_One more thing

2011_01_21

Reputation and brand are related - two sides of the same coin

Jeff Bezos - reputation = what people say about you when you are

outside the room

Brand loyalty is influenced by reputation and customer service in particular

Zappos – send clients to competitor if you do not have product in stock

Compliance means you are ultimately responsible and if the outsourcer

damages your brand, reputation as well as brand loyalty – the savings

may not be worth it

>Introduction >Purpose >HowTo >Tools & Tips >Decision _Conclusions

ComMetrics

_One more thing

2011_01_17

Please discuss:

3 most critical things we learned today

3 things I love to get more infos about

>Introduction >Purpose >HowTo >Tools & Tips >Decision _Conclusions

ComMetrics

2008_06_16

My.ComMetrics.comSession 23: Outsource in haste – repent at leisure

Presented by http://My.ComMetrics.com (free registration)

http://ComMetrics.com (blog)

http://info.cytrap.eu/?p=134

social media trends 2011

http://info.cytrap.eu/?p=176

ComMetrics blog checklist

Urs E. Gattiker , Ph.D.

Roentgenstrasse 49 Street

CH-8005 Zuerich Zip Code

Switzerland Country

+41(0)44 272 1876 Voice

+41(0)76 200 7778 Cell

info@CyTRAP.eu Google Talk

www.ComMetrics.com URL