Guy Kirkwood's BPO Backchat
7 apr 2005
The latest BPO Notes is published for Top Consultant.
6 apr 2005
In an excellent white paper, Ramesh Krish gives a thorough and thought-provoking overview of the advantages of using shared service for HR provision over HRO
Shared services is:Shared services is not:
- "Commonized" support processes and systems to provide better service to business operation
- Separate organization providing services focused on customer satisfaction and continuous improvement
- Re-designed business processes that emphasize value creation and measurement
- An organizational evolution through which some support processes may be identified as good candidates for outsourcing
- A move to "centralize" internal support processes under one roof, operated under corporate mandate
- Re-engineering existing support processes without considering the context of the larger business processes that they support
- Simple cost reduction measures achieved through process consolidation and FTE elimination
- An internal push to have all non-core business processes performed by outside service providers
5 apr 2005
Offshoring the customer relationship is always going to be the most difficult part of outsourcing to swallow. Smart Indian BPO providers realise this and are increasingly concentrating on true back-office functions. Within the software industry, this is typified by the testing of software before release.
As I was reported as saying, India has one million educated, hard-working, intelligent and... unemployed graduates. One million.
Is it any wonder that some of this intellectual horsepower is now being tapped to ensure that software works as it should and when it should?
As far as most organisations saddled with poor quality control and buggy services are concerned, this cannot happen quickly enough.
p.s. - to the person that emailed asking if they could register flairloop.com (see apr 1 story), mate... I think you'll find it is an anagram of april fool!
1 apr 2005
In a surprise move, VC-backed Flair Loop is changing its name to Riff Nogson. Explaining this, Alp Floori, international marketing co-ordinator, said that everyone was delighted that the new name reflected the expansion of the firm's services to include back office functions including HR, F&A and procurement. "In addition, it closely matches the mission and desire of the firm to "give back" to clients in terms of value added services," reported Floori.