Successful€with€Business€Process€Outsourcing€BPO ......
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Successful with Business Process Outsourcing BPO - requirements of a precise target definition - Deutsche Post Com GmbH Click to buy NOW! P D F - X C H A N G E w w w . d o c u - t r a c k . c o m Click to buy NOW! P D F - X C H A N G E w w w . d o c u - t r a c k . c o m
Transcript of Successful€with€Business€Process€Outsourcing€BPO ......
Successful with Business Process Outsourcing BPO requirements of a precise target definition Deutsche Post Com GmbH
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Chart 2Metering Europe 2005 Barcelona
Typical situations raiseoutsourcing issues
Identifying typical obstructors ofmeaningful outsourcing projects
Proposals for allocatingoutsourcing projects, usingexamples and case studies
Agenda
Successful with business process outsourcing
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Chart 3Metering Europe 2005 Barcelona
Successful with BPO
The benefit is decisive for successfuloutsourcing projects!
Customersatisfaction
Riskmanagement
Operatingperformance
Costefficiency
Competitiveness
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Chart 4Metering Europe 2005 Barcelona
Typical situations for BPO questions
Increasing pressure of costs
Staff qualification is expensive
Providing staff for peak loads is expensive
Lack of cost transparency
Shareholder interests are becoming more important
Distributed production
¾ Questions of costefficiency
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Chart 5Metering Europe 2005 Barcelona
Typical situations for BPO questions
Emergence of regulatory requirements (e.g. unbundling)
Growing sociopolitical responsibility (e.g. climate change)
Infrastructure renewal is becoming necessary
Customer satisfaction is becoming increasingly important
Inadequate reporting
Inadequate monitoring
Growth options need to be secured
¾ Questions of competitiveness
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Chart 6Metering Europe 2005 Barcelona
Successful with BPO
Priority is given to internal topics
Special interests of inhouse departments
Fear of losing image and reputation
Shortterm skimmingoff of the benefit appearsimpossible
Obligations to accept contracts within the group
Reorganisation in groups
Strong social partners
¾ Obstructors or barriers
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Chart 7Metering Europe 2005 Barcelona
Successful with BPO
Begin with businessprocesses that are not so
much part of thecompany's core business
and can easily be isolated!
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Chart 8Metering Europe 2005 Barcelona
Examples of successful BPO projects
Meter reading by the domestic customers
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Chart 9Metering Europe 2005 Barcelona
High response ratesClic
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Chart 10Metering Europe 2005 Barcelona
Address collection makes sense
Email addresses
Telephone numbers
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Chart 11Metering Europe 2005 Barcelona
Response rates can be optimisedClic
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Chart 12Metering Europe 2005 Barcelona
Online editingClic
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Chart 13Metering Europe 2005 Barcelona
Integrated reportingClic
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Chart 14Metering Europe 2005 Barcelona
Critical success factors for BPO
n Improving costefficiency
ü Cost savings of up to 40%ü Virtually no customer trainingü Completely variable costsü Positive effects on the EBT
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Chart 15Metering Europe 2005 Barcelona
Critical success factors for BPO
n Improving competitiveness
ü Integration of Internet and telephonyü Comprehensive reporting and monitoringü Creation of cost and service transparencyü Integration of complex media changesü Creation of highly integrated system platformsü Convenient user interfacesü Easily scaleableü Clearly defined and specific SLAs
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Chart 16Metering Europe 2005 Barcelona
Critical success factors for BPO
n Preventing obstruction
ü Concentration on peripheral processesü High integration of affected departmentsü Strengthening of image and reputationü Shortterm calculation of quantitative benefit
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Chart 17Metering Europe 2005 Barcelona
Successful with BPO
Extend thevalueadded chain strictly
towards downstream processesuntil they are
completely covered!
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Chart 18Metering Europe 2005 Barcelona
Critical success factors for BPO
Processconsumption/
utilisationdata
Enterconsumption/utilisation data
Generatebill
Producebill
Deliverbill
Receivablesaccounting
Claimsmanagement
Complaintsmanagement
Collection
Billingbusiness process
Bill transport Claims managementbusiness process
Meter readingby customer
Bill printingand
delivery
Returnsmanagement Claims management & collection
Collectionvia lawyer/factoring
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Chart 19Metering Europe 2005 Barcelona
Example of an accounting platform
A platform for invoicing and dunning
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Chart 20Metering Europe 2005 Barcelona
Integrated subprocesses
Returns service for
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Chart 21Metering Europe 2005 Barcelona
Integrated subprocesses
Remailing following a successful address search
RemailingUndeliverable bills anddunning letters
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Chart 22Metering Europe 2005 Barcelona
Optimisation of reachability
Hit statistics by month of operation
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Chart 23Metering Europe 2005 Barcelona
Critical success factors for BPO
Processconsumption/
utilisationdata
Enterconsumption/utilisation data
Generatebill
Producebill
Deliverbill
Receivablesaccounting
Claimsmanagement
Complaintsmanagement
Collection
Billingbusiness process
Bill transport Claims managementbusiness process
Meter readingby customer
Bill printingand
delivery
Returnsmanagement Claims management & collection
Collectionvia lawyer/factoring
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Chart 24Metering Europe 2005 Barcelona
A platform for claims management
Claims management an collection
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Chart 25Metering Europe 2005 Barcelona
Integrated monitoringClic
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Chart 26Metering Europe 2005 Barcelona
Critical success factors
n Improving costefficiency
ü Improving delivery costsü Improving collection ratesü Virtually no user trainingü Completely variable costsü Positive effects on the EBT
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Chart 27Metering Europe 2005 Barcelona
Critical success factors
n Improving competitiveness
ü Integration of collection via lawyersü Comprehensive reportingü Simple monitoringü Integration of complex subprocessesü Creation of highly integrated system platformsü Convenient user interfacesü Easily scaleableü Specific SLAs
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Chart 28Metering Europe 2005 Barcelona
Critical success factors
n Preventing obstruction
ü Complete solution availableü Concentration on peripheral processesü High integration of affected departmentsü Strengthening of image and reputationü Shortterm calculation of quantitative benefit
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Chart 29Metering Europe 2005 Barcelona
The complete process chainClic
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Chart 30Metering Europe 2005 Barcelona
Critical success factors for BPO projects
n Pay attention to industry experience and impartiality
n Pay attention to reliability and flexibility
n When thinking about outsourcing, also think aboutinsourcing
n Not every "standard fits your company"
n Outsourcing also means ASP and further development
n Pay attention to good quality management
n It may make sense to have just one general contractor
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Chart 31Metering Europe 2005 Barcelona
Critical success factors for BPO projects
n Assess the risk in the event of your partner "dying"
n Plan for the worst case
n Plan alternative scenarios
n Keep key knowhow inhouse
n Clearly define BPO responsibilities
n Pay attention to the training concepts of your partner
n Treat yourself to a test and possibly permanentbenchmarking
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Chart 32Metering Europe 2005 Barcelona
Summary
Some general rules
focus on the benefit
not the core business first
extend the valueadded chain
share the risks by SLA
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Chart 33Metering Europe 2005 Barcelona
Thank you for your attention and …
we wish youevery success
with yourcurrent and future
BPO projects!
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