the 4 simple rules for effective outsourcing, offshore - matt kesby
TRANSCRIPT
The 4 Simple Rules for Effective Outsourcing
Learning Series
How How SME'S can apply the same tactics as the World’s most successful companies to outperform their competition
Outsource Offshore + Process Improvement IMPROVED RESULTS
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
Common Challenges
1. Increase Revenue 2. Improve Customer Service 3. Decrease Costs
Execu@on & Behavioural Change Specialist
Recruitment Specialist
Marke@ng & Global Sales Specialist
Leading Organisa@onal Psychologist
Telesales & Conference Specialist
4 Rules of Effective Outsourcing Offshore
The Core 4 Approaches
Strategic Workforce Example
4 Rules of Effective Outsourcing Offshore
The Core 4 Approaches
Strategic Workforce Example
1. Begin with the End in Mind – Get clear on your business goals.
2. Deconstruct level 3 acAviAes – Zero in on admin & repeatable tasks.
3. SystemaAze for Scale – Checklists and documenta:on.
4. Talent SelecAon Criteria – Hire like a pro. Build a team.
RULE #1
Get Clear on Your Business Goal
Begin with the end in mind
In the absence of clear goals, it is easy to make poor choices
We can always count on children’s stories for powerful messages to consider as adults…remember Alice in Wonderland?
“Would you please tell me which way I ought to go from here?”
“That depends a good deal on where you want to get to,” said the Cat
“I don’t much care where…” said Alice.
“Then it doesn’t matter which way you go,” said the Cat.
From Alice’s Adventures in Wonderland
Let’s consider what we want the future to look like, before making rash decisions >>>
“I am not a product of my circumstances. I am a product of my decisions.”
The decision to increase clarity and focus on the direc@on we are going in business and in life, guides out ability to obtain the results we desire.
1. Begin with the End in Mind – Get clear on your business goals (VERB) (Measure) from (X) to (Y) by (When)
Increase New Client Revenue from $4M to $5.2M by 31/12/15 What you want to achieve
Meet with 5 NEW clients per week Send out “Hot Offering” to 25 Poten@al New clients each week Contact and connect with >90% of New Poten@al clients within 7 days of promo@on being sent
How you are going to get there
RULE #2 Deconstruct Level 3 Activities
2. Deconstruct Level 3 acAviAes • Mind set and process • Understand where your @me is going and make a change • The Workforce Produc@vity Pyramid
ACTION AUTOMATE DELEGATE DISCARD
Process
Fear/concern jobs going offshore
Its happening through automa@on
Coles
It is simply too easy to get caught doing everything your self.
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
Workforce ProducAvity Pyramid
1. High Life@me Value
2. HIGH Dollar per hour
3. LOW Dollar per hour
4. Zero or Nega@ve Dollar per hour
Exercise, Health, Educa@on,
Building rela@onships
Ringing the cash register right now, talking to a customer, making a sale
Office distrac@ons, Surfing the internet,
Gossiping, worrying, procras@na@ng, unimportant mee@ngs, needless interrup@ons, low priority emails, other people’s
minor issues…
Admin in nature, busy work, organising, repeatable process ac@vi@es, customer service, marke@ng execu@on
More @me for this
Offshore 80% of low dollars value work for AUD 8-‐11hr
AUD 1384 per month AUD 1903 per month
Turn your Pyramid into the Spear Head
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1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
Helping businesses to scale, drive revenue, profit & improve business processes
Your Local in Country Resource
Offshore Virtual
Assistants
Offshore Virtual
Assistants
Offshore Virtual
Assistants
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1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
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Offshore workforce design helping local teams to scale producAvity & results
Manager
TEAM
Team Leader
TEAM
Team Leader
TEAM
Team Leader
TEAM
Team Leader
Manager
Offshore Virtual
Assistants
Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
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Offshore Virtual
Assistants
My ProducAvity Pyramid
1. High Life@me Value
2. HIGH Dollar per hour
3. LOW Dollar per hour
4. Zero or Nega@ve Dollar per hour
GOAL: (VERB) (Measure) from (X) to (Y) by (When) E.g. Increase New Client Revenue from $4M to $5.2M by 31/12/15
Turn your Pyramid into the Spear Head
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RULE #3 Systematise for Scale
Your Logo
Process & Standard OperaAng Procedures
When a human being is clear on the desired outcome, they are able to proceed to deliver the desired result. This in turn created trust and credibility between team members.
Helping you to Scale your Business
Australia: 1300 725 236 Direct: +61429 725 795 email: mao@go-‐va.com.au
Knowing what needs to be achieved is one thing, knowing how to do it without being dependent on others is a totally different thing. Access our Process mapping and Standard Opera:ng Procedure crea:on services.
Helping you to Scale your Business
Australia: 1300 725 236 Direct: +61429 725 795 email: mao@go-‐va.com.au
Knowing what needs to be achieved is one thing, knowing how to do it without being dependent on others is a totally different thing. Access our Process mapping and Standard Opera:ng Procedure crea:on services.
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
Simple Example
Research list
Attend Appointment
Send Letter
New Business Appointments
Send inmail
Phone Call
Send Calendar invite
Sales Person
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
Simple Example
Research list
Attend Appointment
Send Letter
New Business Appointments
Send inmail
Phone Call
Send Calendar invite
Sales Person Sales Coordinator
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
Simple Example
Research list
Attend Appointment
Send Letter
New Business Appointments
Send inmail
Phone Call
Send Calendar invite
Sales Person Sales Coordinator Researcher
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
Simple Example
New Business Appointments
Step Sales Person Sales Coordinator Researcher
Research List Y
Send Leoer Y
Send inmail Y
Phone call Y
Send calendar invite Y
Aoend appointment Y
RULE #4 Talent Selection Criteria
4. Talent SelecAon Criteria • Distracted by $1.80 per hour Vs $5 or
$9 or $11per hour
• Don’t confuse Hourly Rate Vs Output
• Use tes@ng based on specific tasks
• Aim high – go for the same standard of English
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
IntroducAons Grace Sales Coordinator EDUCATION BS Nursing South Western University
BACKGROUND
5 years experience as a Customer Service Agent INTERESTS
• Music • Cooking • Watching movies Proud Achievement/Out of my comfort zone
• Working outside of my home country
grace.sena@go-‐va.com.au SYD (02) 9188 2077 BNE (07) 3123 4832
~$9/hr
AUD13.66/hr
AUD13.66/hr
AUD13.66/hr
4 Rules of Effective Outsourcing Offshore
The Core 4 Approaches
Strategic Workforce Example
The Core 4 Approaches
Work from home freelancers
Managed OperaAons
Business Process Outsourcing & Staff
Leasing
YOUR COMPANY IN AN OFFSHORE LOCATION
YOUR COMPANY
YOUR COMPANY
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
RetenAon & Well Being – Employee Assistance Program
Every month we will host your team members at a team building ac:vity, ten pin bowling, zip lining, laser tag and more. AHer the monthly event, we all get together for a meal and hand out performance awards and recogni:ons.
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
RetenAon -‐ Well Being – Employee Assistance Program
1300 725 236 mao@go-‐va.com.au
• Well being Program with WFMS eCheckin daily well being check and team support
• Nurse on staff during shia • Performance Coaching from Results Coaches to help
team members exceed • Monthly retenAon team building acAvity & ouAngs • Bonus ac@vi@es – eg. 5min booster massages • Private medical insurance • Health check prior to employment • 15 Days holidays Vs 5 days by local law • Local General Manager and Results Coach to care for
cultural • Above industry standard salaries
Managed OperaAons Our Values CARE DRIVE LEARN EXECUTE FIND-‐A-‐WAY
Our Mission: To help businesses to scale and be a catalyst for people to exceed
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
JOIN US IN CEBU
FACTS: • 4.65M People • 22 Universi@es • Medical hub for The Philippines
• The office is • 30mins from Beaches &
5 Star resorts • 20 mins from Airport
1300 725 236 mao@go-‐va.com.au
YOUR NEXT RETREAT HERE
4 Rules of Effective Outsourcing Offshore
The Core 4 Approaches
Strategic Workforce Example
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
Helping businesses to scale, drive revenue, profit & improve business processes
Your Local in Country Resource
Offshore Virtual
Assistants
Offshore Virtual
Assistants
Offshore Virtual
Assistants
1
2
4
3
1
2
4
3
Sales Process Engineering – Example
Prospect
BDM
Client Target List
Sales Process Engineering – Example
Prospect
BDM Sales
Coordinator for
Qualifying Prospects to
Leads
Client Client Prospect
BDM
Client Client
Client Target List
Target List
Sales Process Engineering – Example
Prospect
BDM List Builder and Data miner
Sales Coordinator
for Qualifying Prospects to
Leads
Client Client Client Client Prospect
BDM
Client Client Client Client
Client Target List
Target List
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
WHAT YOU CAN LOOK FORWARD TO • New team members dedicated to your success • How to put technology together to maximise results and reduce your effort • Increased clarity and results
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
MarkeAng AutomaAon – Hubspot Partner
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
Vanilla Soa Partner – Best Tool for Lead Management
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
Every Month -‐ New Content & Ideas to help you succeed
Common Challenges
Outsource Offshore + Process Improvement IMPROVED RESULTS
1. Increase Revenue 2. Improve Customer Service 3. Decrease Costs
Execu@on & Behavioural Change Specialist
Recruitment Specialist
Marke@ng & Global Sales Specialist
Leading Organisa@onal Psychiatrist
Telesales & Conference Specialist
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
Abundant PosiAons
Build Your Team
Sales Coordinators
Mechanical Engineer
Bookkeeper
Marke@ng Coordinators
Social Media
Manager
Web Designer
Customer Service
Admin
If a job can be done with a computer, internet connec:on and a telephone, then there are college graduates ready to work for you
Office Admin IT Support Sotware Developers App Developers Mechanical Engineer Electrical Engineer Recruitment Assistants Sales Coordinators Market Researchers Customer Service Agents Accountants SEO Specialists General Virtual Assistants Graphic Designers Marke@ng Coordinators Video Edi@ng…more
AUD 9/hr
AUD 8/hr
AUD 7/hr
AUD 12/hr
AUD 8-10/hr
AUD 8-10/hr
AUD 8-11/hr
AUD 19/hr Office Admin IT Support Sotware Developers App Developers Mechanical Engineer Electrical Engineer Contracts Administrators CAD drating Recruitment Assistants Sales Coordinators Market Researchers Customer Service Agents Accountants SEO Specialists General Virtual Assistants Graphic Designers Marke@ng Coordinators Video Edi@ng…more
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
Transparent Pricing
*Please note – salary rates may vary slightly each month based on currency conversions Your monthly Managed opera@on of $650 per seat will not be impacted by currency conversions
Salaries include -‐ All local taxes -‐ 13th month contribu@on -‐ Monthly reten@on ac@vity -‐ Equivalent of one month’s pay for addi@onal bonuses -‐ Private medical insurance
Managed Opera@ons Employment costs TOTAL excluding sotware + =
$756 per month ($4.37 per hour)
$1,451 per month ($8.39 per hour)
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
Graphic Design with Web Dev. Skills
OPTION 1 OPTION 2 OPTION 3 Intermediate Advanced
AUSTRALIA Year 1 Offshore (Philippines)Yr1 Offshore (Philippines)Yr1 Base Hourly rate $43.45 $5.07 $9.16 Base Salary $90,000 $10,525.32 $19,016.16 Superannua@on $8,550 $0 $0 Seat & Desk $2,000 $0 $0
Computer, Technology, Sotware $4,500 $700 $700
Office rent $5,700 $0 $0
Worker compensa@on $0 $0 Payroll Tax $4,533 $0 $0 Recruitment $2,500 $0 $0 Manged Opera@ons $8,340 $8,340 Total Real Cost $117,783 $19,565.32 $28,056.16 Total Monthly Cost $9,815.28 $1,630.44 $2,338.01 Total Real Hourly Rate $56.74 $9.26 $13.28
SAVE $98,217.68 $89,681.84
1300 725 236 mao@go-‐va.com.au
Where to from here? Understanding your business. Email: mak@go-‐va.com.au
1300 725 236 Int’l +61 2 8073 4631
info@go-‐va.com.au
ShortlisAng Service – for Australia go-‐va.com.au/shortlist