|
The Outsourcing Tools Chapter is reorganizing itself for 2008 – Stay tuned for more details!
IAOP Members: To register for the upcoming meeting, please email our chapter coordinator at amanda.corbett@outsourcingprofessional.org If you are not as yet a member of IAOP and would like a guest pass for this meeting, please Request a Guest Pass
IAOP Members: Click Here and login to download past meeting presentations for all IAOP chapters
Meeting Held – Tuesday, September 18, 2007
The third meeting of the Outsourcing Tools Chapter took place on Tuesday, September 18, via webinar beginning at 11:00 am Eastern Time. Topics covered included:
|
Primary Purpose
This Chapter will provide a forum for IAOP members to share and examine the requirements and options for implementing and using outsourcing software tools for managing a range of functions including performance, reporting, changes, conflicts and all the facets needed to make governance operational in your organization. Members will be able to learn, interact and share stories with users, tools vendors, service providers and the thought leaders in the industry.
|
| “The Service Provider perspective”
We introduced two service providers who have recognized the value of using tools and technology to foster strong relationships by offering transparency, easy access to information and monitoring the overall performance the engagement.
Please note speaker change:
Using Technology to Deliver High Quality Customer Service Ralph Barletta, Executive VP US Operations, Co-Founder of Knoah
Since 2001, Knoah Solutions has been providing clients with low-cost, award-winning multi-channel customer service and technical support. Knoah's largest client has earned the J.D. Power & Associates customer service award for three years in a row. And Knoah has received global recognition as a Top Service Provider, Top BPO Provider, and Rising Star. This will be an open discussion of the external and internally developed tools they use to provide leading edge service and enjoy healthy relationships with their customers. Mr. Barletta has more than 17 years of experience in the knowledge management and eCRM industries, helping Fortune 1000 companies successfully deploy these key technologies in their large call centers. Prior to co-founding Knoah, he was product evangelist for eGain's Knowledge Products.
“The Value of Technology and Tools to Ensuring Relationship Success” Alan Mills, Vice President of Technology Architecture, e4e
E4e is a fast growing service provider recently featured as one of NASSCOM’s Top 100 Innovators. With a unique combination of operational excellence and processes supported by unique technology e4e, provides control and visibility for clients on their outsourced processes. The presentation will include the tools they currently use (external and internal) and their overall vision for maintaining customer satisfaction and transparency through technology.
Mr. Mills is responsible for overseeing the technology and architecture to support e4e’s offerings to their customers.
Interactive Q&A moderated by Jim Diggs, Chapter Chair
Please submit your questions ahead of time and we can directly answer them in our interactive Q & A time.
Chairman’s Summary - Second Meeting – June 19, 2007
Performance Monitoring Requirements for Outsourcing Tools
“The Outsourcing Customer’s Perspective”
This webinar brought together two users responsible for monitoring the overall performance of their service providers. The topics included:
Performance Monitoring Goals and Requirements for BPO Operations (Call Centers) Brad Rubin, Director of Operations for TransUnion Interactive (formerly TrueCredit)
· Overview of the business requirements for using tools to monitor the overall performance of BPO Call Center operations.
· Discussion of the functionality needed and the types of tools that were examined to achieve TransUnion’s goals.
Brad Rubin is responsible for managing all BPO operations where he has transformed the service operations into a global multi-site operation. Prior to TransUnion, Brad was with Accenture in San Francisco.
Performance Monitoring Goals and Requirements for IT Services Outsourcing Dan Bruckner, Director of IT Operations for Stanford Hospital and Clinics
· An end-user perspective of requirements and challenges for acquiring the information needed for monitoring the overall performance of an IT Services operation.
Dan Bruckner manages the source agreements for Stanford Hospital and Clinics, which includes all IT services, telecom services and business process services. Prior to Stanford, Dan had 10 years of consulting services with prominent major healthcare organizations.
Interactive Q&A moderated by Jim Diggs, Chapter Chair
To register for the upcoming meeting, please email Beryl Sorensen at beryl.sorensen@outsourcingprofessional.org .
If you are not as yet a member of IAOP and would like a guest pass for this meeting, please Request a Guest Pass
Chapter Meeting presentations are available to IAOP members. To access past Chapter meeting presentations, click here
Chairman's Summary - Inaugural Meeting April 24, 2007
This was a lively and active meeting with 72 participants engaging in comments, questions and enthusiasm for more discussion.
Jag Dalal set the stage with his presentation as he gave an overview of the phases of the Outsourcing Life Cycle that are most affected by Outsourcing Tools. His primary observation was that current tools are focused on Delivery of Service and Governance, and more needs to be done in measuring overall success and managing the entire lifecycle.
Dean Davison expanded our thinking to recognize the organizational challenges of establishing governance and management structures to maximize the usage and effectiveness of Outsourcing Tools. Dean also emphasized that the diverse requirements of administering an outsourcing agreement require integration in a single software suite across the enterprise.
We closed the meeting with some pointed questions and comments in the following areas.
- Responsibility of Outsourcing Tools usage in a company - The PMO or Procurement or IT.
- The ability of service providers to integrate their tools with a customer's tools is also viewed as a competitive advantage.
- Some Service Providers consider their reporting tools a competitive factor in winning contracts, e.g. dashboards. They may not be willing to integrate with a client company tool.
- There is still a lot of study needed to define a good management practice for purchasing vs. sourcing PMOs.
- Establishing ROI.
Many participants wanted to extend this discussion further and address more issues. As a result, we have set up a Discussion Group in Google that will be open to interested parties. A separate email will give the details on how to participate.
There will be a Outsourcing Tools Usage and Requirements Survey sent out the week of April 30 to the participants and signees of the Outsourcing Tools Chapter. If you are not on this list, please feel free to request by sending an email to IAOP or to Jim Diggs, the Chapter Chair. This survey will be used to further detail the types of tools available, the vendors, strengths and gaps. The next meetings will dive deeper into these areas.
The next meetings are being set up and the dates will be published soon. Some future meeting topics will include:
“Using Tools for Outsourcing Relationship Management”
”Governance and Compliance – Corporate Requirements”
”Customer Experience in BPO Management”
”Customer Experience in IT Management”
“Building Healthy Relationships Through Tools”
”Collaboration between Service Provider and Customer”
”Customer experience, Provider experience”
To register for the upcoming meeting, please email Beryl Sorensen at beryl.sorensen@outsourcingprofessional.org.
If you are not as yet a member of IAOP and would like a guest pass for this meeting, please Request a Guest Pass
Companies managing multiple suppliers and outsourced processes face challenges as these relationships become increasingly complex. New software tools are needed beyond the tools that have classically managed relationships with customers, employees and suppliers. The addition of outsourcing providers has created a new level of business partnerships. Vendor and program managers need to analyze and manage more information with better tools than the mountain of spreadsheets and email.
This Chapter will provide a forum for IAOP members to share and examine the requirements and options for implementing and using outsourcing software tools for managing a range of functions including performance, reporting, changes, conflicts and all the facets needed to make governance operational in your organization. Members will be able to learn, interact and share stories with users, tools vendors, service providers and the thought leaders in the industry.
|
Executive Committee
The committee will consist of IAOP members who are working with or have an interest in tools. Participants can include Tools vendors, Users of tools, Service Providers, Consultants. We will determine focus (tower, industry, performance, etc.) and topics for quarterly meetings.
Meeting Frequency
Quarterly
Meeting Type
Face-to-face; web-based, teleconference
Guest Speakers
Users of Outsourcing Tools, Industry Analysts, Leading Consultants and Vendors
Non-Solicitation Policy
All IAOP Chapters adhere to the non-solicitation policy. Click here to view the policy.
|
