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Transcript of Critical Factors in Outsourcing IT Operations Iulian Lupu, Account Executive (Sales) Marius...
Critical Factors in Outsourcing IT Operations
Iulian Lupu, Account Executive (Sales)
Marius Zapartan, ISS Unit Manager (Delivery)
Copyright © Forte Business Services SRL, 2006. All rights reserved.
Bucharest
April 25th, 2007
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Agenda
Outsourcing IT Operations – Reality and Facts
Outsourcing IT – a Forte view
Critical Factors
Study case: Siemens VDO Automotive SRL Romania
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
(Reality and Facts)
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Outsourcing IT Operations – reality and facts
Cut costs for IT infrastructure and IT support
services
Focus on core business
Higher quality of IT services -> synergies ->
higher quality of services to customer ->
competitive advantage (long-term)
Moving Fixed to Variable Costs and
Supporting Organizational Change
Main Reason for IT Outsourcing:Reality & Facts
A Forte view
Critical Factors
Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Outsourcing - part of the cost structure
Source: Strassmann, 2006
Outsourcing Ratio = Outsourcing / Direct Costs
Cost of Sales
ProfitsDepreciation
Interest, Taxes
Outsourcing
Direct
OverheadOperations
Cost of Sales
ProfitsDepreciation
Interest, Taxes
Outsourcing
Direct
OverheadOperations
Reality & Facts
A Forte view
Critical Factors
Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Outsourcing not correlated with Profitability
Source: Strassmann, 2006
Reality & Facts
A Forte view
Critical Factors
Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
The Rationale for Outsourcing vs. Market Experience
70%
57%
35%
35%
22%
22%
5%Lack of Expertise In-House
Transfer Risk to Vendor
Access to High Caliber Labor
Focus on Core/Strategic
Flexibility/Capacity/Scalability
Best
Practices/Quality/Innovation
Cost Savings 70%
57%
35%
35%
22%
22%
5%Lack of Expertise In-House
Transfer Risk to Vendor
Access to High Caliber Labor
Focus on Core/Strategic
Flexibility/Capacity/Scalability
Best
Practices/Quality/Innovation
Best
Practices/Quality/Innovation
Cost Savings
Source: Deloitte, 2005
44%
20%
25%
31%
38%
Insufficient expertise/competencies
Vendors unable to fully absorb the costs of business losses
High Vendor Turnover/Decreasing Knowledge Base
Unclear Strategy of Clients
Contractual Rigidity
Complacent Vendors
Hidden/Additional Costs
44%
20%
25%
31%
38%
Insufficient expertise/competencies
Vendors unable to fully absorb the costs of business losses
High Vendor Turnover/Decreasing Knowledge Base
Unclear Strategy of Clients
Contractual Rigidity
Complacent Vendors
Hidden/Additional CostsReality & Facts
A Forte view
Critical Factors
Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
(Outsourcing IT - a Forte View)
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Outsourcing IT Operations – a Forte view
Main Characteristics of IT-Outsourcing
Long-term contractual partnership
Transfer of people, assets, infrastructure
Ongoing cross-border and even global provision of operations for
customer
Reality & Facts
A Forte view
Critical Factors
Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Outsourcing IT Operations – a Forte view (cont’d)
The complexity of Outsourcing
Engagement Management: Customer requests
EBIT
HR and people take over
Return on investment
Partner agreements
General risks: Structured risks
Costs
Transparency
Reality & Facts
A Forte view
Critical Factors
Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Structured risks
30%
30%
35%
35%
26%
22%
22%
22%
22%
17%
17%Loss of Bargaining Power
Loss of Flexibility
Vendor Employee Turnover/Training
Internal Employee Issues
Governance
Hidden Costs
Intellectual Property/Confidentiality
Knowledge Loss
Cost-Related (Not Hidden Costs)
Loss of Control
Vendor Underperformance
StructuredRisk
Non-Structured Risk
*Participants were not limited to one answer
Risks Cited
Source: Deloitte, 2005
Reality & Facts
A Forte view
Critical Factors
Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Cost-related risks of Outsourcing
Other*24%
Vendor Management Costs17%
Vendor Selection Costs17%
Hidden Costs / Transparency
17%
*Other cost-related risks included “vendor profit margins,” “trade-off
between quality
Cost-Related Risks of Outsourcing
Source: Deloitte, 2005
Reality & Facts
A Forte view
Critical Factors
Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Transparency in price and cost structure
Limited48%
No33%
Yes19%
Do You Have Transparency to Your Vendors’ Pricing and CostStructure?
Source: Deloitte, 2005
Reality & Facts
A Forte view
Critical Factors
Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
(Critical Factors)
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Critical Factors
Outsourcing Strategy
A clearly defined outsourcing strategy is aligned with the business
strategy and enhances execution
Reality & Facts
A Forte view
Critical Factors
Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Critical Factors
Key Performance Indicators
“What get’s measured, get’s managed”
Reality & Facts
A Forte view
Critical Factors
Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Critical Factors
Building the right relationship
Identifying the customer’s strategic goals
Trust
The contract
Reality & Facts
A Forte view
Critical Factors
Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
( )Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Siemens VDO – Full IT Outsourcing
Security
Service DeskServices
Data CenterServices
Desktop Services
Application OperationServices
NetworkServices
Reality & Facts
A Forte view
Critical Factors
Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
1/3 of Forte’s staff is involved
in outsourcing
activities
Service Delivery Teams
LD BUH – Local Delivery BucharestGPC TRS – Global Production Center Timisoara
LD NS TRS – Local Delivery Nearshoring Timisoara
Employees fully devoted to outsourcing activities
GPC TRS, 55LD NS TRS, 35
LD BUH, 10
Reality & Facts
A Forte view
Critical Factors
Study Case
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Thank you for your attention!
( )
Any Questions …or Answers? :-)
Copyright © Forte Business Services SRL, 2006.
Forte Business Services SRL
Str. Lipscani 102, Sector 3, Bucureşti
Phone: +40 (21) 303 89 23 Phone: +40 (21) 303 89 18 Mobile: +40 (721) 22 27 66 Mobile: +40 (723) 30 32 58Fax: +40 (21) 303 89 90 Fax: +40 (21) 303 89 [email protected] [email protected]
Iulian Lupu Marius ZapartanAccount Executive ISS Unit Manager
Thank you for your attention!
Global networkof innovation
Copyright © Forte Business Services SRL. All rights reserved
Sources
Deloitte Development LLC - Member of Deloitte Touche Tohmatsu. (2005). Calling a Change in the Outsourcing Market - The Realities for the World’s Largest Organizations. Extracted June 28th, 2006 from Deloitte Consulting Luxemburg Web page:
http://www.deloitte.com/dtt/article/0,1002,sid%253D48930%2526cid%253D92427,00.html
Strassmann, P. A. (2006). Is Outsourcing Profitable? Washington D.C.: George Mason University. PDF document extracted 01.07.2006 from Prof. Strassmann’s personal website: http://www.strassmann.com/pubs/gmu/OutsourcingV6.pdf
Video with the lecture from the slides (Google Player needed): http://video.google.com/videoplay?docid=9212234366223965964