Business Process Outsourcing Increase Productivity And Profitability
How to increase client satisfaction and increase profitability through enhanced service delivery
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Transcript of How to increase client satisfaction and increase profitability through enhanced service delivery
PAGE 1 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
MASTER CLASS WEBINAR SERIES
Better Business Performance for Professional Services Organisations
How to increase client satisfaction and increase profitability through enhanced service delivery
PAGE 2 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Two Fundamental Operational Pillars
Two Fundamental Pillars
PAGE 3 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Aligning Services to Client Expectations
Deliver the Best. Better.
Control
Change
Real Time Visibility
Micro View
Macro View
Reduce Complexity
Increase Margins
Effectively manage change across an:
• Organisation
• Department
• Function
• Role
PAGE 4 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Project Management Best Practice
Control Respond Improve
Best Practice = Hyper-efficiency
Service excellence
through total control
Contingency planning to
ensure delivery continuity
Manage costs and drive
profitability
PAGE 5 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Dealing with Complexity
Multiple Projects, Multiple Problems• Delight in the unexpected
• Accommodate scope change
• Embed your value
• Assume change is a constant
• Beware of the ‘domino’ effect
PAGE 6 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
The Best and the Rest
On Time
The top pressure [faced by project managers] is customers frequently changing their minds mid project (41%). Professional services project managers can end up wasting time and, most importantly, scarce resources to meet vacillating customer demands.
Aberdeen Group – Project Management in Professional Services
77% = Industry average
89%
On Budget
86% = Industry average
94%
PAGE 7 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Enhancing Project Planning and Service Delivery
The Role of Technology• Professional Services Automation
(PSA) improves:
– Visibility
– Insight
– Control
– Accuracy
• A cost-effective project management system saves money, improves efficiency and increases profitability
• Software supports your core skills
Visibility Insight
Control Accuracy
PAGE 8 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Synchronise Service Delivery and Customer Demand
Creating a Framework for Hyper-efficient Project Management• Prepare for change, with improved
project scoping and planning
• Spot potential issues with comprehensive visibility of every detail
• Assess the impact of change and manage customer expectations
• Keep your team connected
PAGE 9 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Preparing for Change
Create a High Performance Organisation Flexibility – easily re-allocate
and redeploy resources
Agility – drive swift responses and fast problem resolution
Visibility – provide complete visibility into all aspects of service delivery – at all levels
Unity – collaborate effectively – seethe complete project landscape
Transparency – keep everyone involved
PAGE 10 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Resolve Issues
Enable Agile Responses Pro-activity – ensure that issues
never become problems
Transparency – the essential ingredient of control
Acceleration – help your clients faster
Energy – success drives further achievement
PAGE 11 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Manage Customer Expectations
Deliver Better Than Promised Coordinate – make sure you exceed
expectations
Synergy – cross-fertilize solutions already proven to work
Insight – harness experience as needed
Progress – make every project goal a high-profile landmark
PAGE 12 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Stay Connected
Collaborate to Drive Up Quality Levels Share – create knowledge repositories
to build cumulative expertise
Feedback – harness lessons learned, for continuous improvement
Learn – a controlled process ensures value of insights is maximized
Improve – constantly aim for the next level of excellence
PAGE 13 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
A Flexible Agile Solution
PAGE 14 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Summary – The Fundamental Truth
Project Control ensures efficient Project Management and a Competitive Advantage Agility – change will never rock your world
Control – tackle issues as they arise, not as they grow
Reassurance – manage expectations and you can manage anything
Collaboration – keep your organisation connected.
PAGE 15 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Useful Resources
INCLUDES: Supporting whitepapers, Webinars, PSO Insight blog and FREE trial of KeyedIn Projects
Visit: www.keyedinpso.com
PAGE 16 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Take a Free 15 Day Trial Today• Easy to adopt, easy to use
• Intuitive
• Minimise IT cost and deployment effort
• Delivery is backed by impressive Service Level Agreements
• Interfaces with ERP, CRM or financial/accounting software
PAGE 17 • PSO MASTER CLASS SERIES
COMPANY CONFIDENTIAL © 2013 KEYEDIN™ SOLUTIONS
Questions and Answers
Thank You
Email: [email protected]
Web: www.keyedin.com/keyedinprojects
Twitter: @keyedinprojects