bpo journey - spatial co · 2016. 5. 25. · data entry technica l support finance & accounting...
TRANSCRIPT
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BPO Journey – Challenges &
Success Factors
Dr. Jamal Al-Enezi Team Leader Information Security
Corporate Information Technology Group, Kuwait Oil Company (KOC)
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• PhD in Computer Engineering, Brunel University UK
• Masters in Computer Engineering, Kuwait University
• Head of IT PMO for K-Companies
• 20+ Years of experience with Oil & Gas Industry in Information
Technology Domain
• Expertise/Skillsets : Strategic Planning, Information Security,
Enterprise Architecture , Communication & Networking,
Business Continuity
• Professional Affiliations: IEEE, Kuwait Society of Engineers,
Kuwait Information Technology Society
• Email: [email protected] | Mobile : +965 67679666
Dr. Jamal Al-Enezi, PhD
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• Introduction • What is BPO? • BPO Models • Pros & Cons
• When to Outsource? • Kuwait: Adoption & Trends • Challenges- External & Internal • Key Success Factors • Q & A
Agenda
BPO Journey: Challenges & Success Factors
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What is BPO?
OUTSOURCER COMPANY Services
Organization
Level
Agreements
OLAs
Service
Level
Agreements
SLAs
Business Process Outsourcing: “the strategic use of outside resources to perform
activities traditionally handled by internal staff
and resources” Dave Griffiths Author of The
Theory and Practice of Outsourcing
Governed by
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Examples of Services Being Offered By BPO
BPO
Customer
Support/
Call
Center
Data
Entry
Technica
l
Support
Finance & Accounting
Tele
Marketing
Insurance Processing
IT
Helpdesk
HR
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BPO Models
Classic Outsourcing
BOT/BOOT Managed Services
Wholly Owned Subsidiary Joint Venture
Internet Based
SaaS/Cloud Computing
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BPO: The Pros
Focus on
Core Business
Improved
Productivity
Improved
Service Level Decreasing overall
organizational spend
Access to
many skillsets
Retain Optimal
Employees
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BPO: The Cons
Loss of
Tacit Knowledge
Strategic
Misalignment
Security Issues
Loss of
Management Control
Reduced
Employee Loyalty
Restoring Operation
is Complicated
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BPO: When to Outsource?
Grey
Area
Not
Outsourced
In House
if Possible Outsource
Competitive
Strategic Non-Strategic
Non-Competitive
The PricewaterhouseCoopers Model
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KUWAIT Outlook : Adoption & Trends
Classic Outsourcing
BOT/BOOT Managed Services
Wholly Owned Subsidiary Joint Venture
Internet Based
SaaS/Cloud Computing
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BPO: Challenges
Finding the Right Provider
Data Privacy &
Information Security
Legal & Regulatory
Restrictions
Resistance to Change Language & Cultural
Dimensions
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BPO: The Success Factors
Set Clear Goals
Manage the
Relationship
Consider the
Intangible Benefits
Evangelize the Change Know Your Strengths
and Weaknesses
Apply a Structured
Transition
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1. Know what you want
2. Choose the appropriate provider with the right SLAs
3. Evangelize Change within your Organization
Take Away:
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Thank You