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Building a Global Outsourcing Organization.
- 1. OUTSOURCING IT OUTSOURCING APPLICATION DEVELOPMENT Buildinga global outsourcing organization.
- 2. Learning Objectives After thecompletion of this session you will be able to: Appreciate Business Excellence by studying an award winning organization Understand the basic building blocks of a Business Excellence Framework Know about a few Assessment frameworks and tools Get a first hand view of how excellence is being practiced in a software organization
- 3. Topics Index 1 Characteristics of Business In this session we are going to: Excellence Appreciate the characteristics of business 2 Business Excellence Framework excellence Other Assessment Frameworks & Understand the building 3 blocks of a Business Tools Excellence framework 4 Video Interview & Discussion Appreciate other frameworks and tools 5 Summing Up Review a Video 3 Building a global outsourcing organization.
- 4. Topics Index 1 Characteristics of Business In this session we are going to: Excellence Appreciate the characteristics of business 2 Business Excellence Framework excellence Other Assessment Frameworks & Understand the building 3 blocks of a Business Tools Excellence framework 4 Video Interview & Discussion Appreciate other frameworks and tools 5 Summing Up Review a Video 4 Building a global outsourcing organization.
- 6. Fedex – Thevision made real This case study has been adapted from “Total Quality Management – Toward the emerging paradigm” Mcgraw-Hill International Editions Greg Bounds Lyle Yorks Mel Adams Gipsie Ranney
- 7. Fedex’s Mission “To providecustomers with totally reliable, competitively superior air/ground transportation of high priority goods and documents that require rapid, time certain delivery” - Fred Smith, CEO Annual Report 1991
- 8. Fedex’s business philosophy “Ifsomeone called Federal Express asking for the person in charge of quality, I would hope they could speak with anyone” – James L Barksdale Chief Operating Officer, Federal Express
- 9. Strategies and Services •Integrated Sales Force • Standard Overnight Service (SOS) • Overnight Freight Service
- 10. Fedex : Systemsthat redefined the freight industry • Powership Systems • EXPRESSfreighter • FSTCLEAR System
- 11. Living the CustomerSatisfaction Policy Fedex Customer Satisfaction Policy • Take any step necessary to solve customer problems • Arrange the most expeditious delivery • Arrange a prompt refund or credit • Rewarding the Customer Champions
- 12. Tools for QualityDeployment • Quality Action Teams (QAT) • Customer Supplier Alignments
- 13. Key Learnings • ClearVision and Mission • Services and Systems aligned to customer needs • Differentiated Offerings • Highest priority to Customer Satisfaction • Everybody is involved and committed • Excellence as a way of life supported by Rewards and Recognition
- 14. What does excellencemean? A provider demonstrates excellence through: • “Best in class” quality & results • Improvement in quality over time • “Best in class” value • A commitment to continuous improvement 4/19/2012 Building a global outsourcing organization. 14
- 15. In search ofa definition of Business Excellence An overall way of working • that balances stakeholder interests and • increases the likelihood of sustainable competitive advantage • and hence long-term organizational success • through operational, customer- related, financial and marketplace performance excellence Edgeman, Dahlgaard, Dahlgaard & Scherer, 1999
- 16. Topics Index 1 Characteristics of Business In this session we are going to: Excellence Appreciate the characteristics of business 2 Business Excellence Framework excellence Understand the building 3 Other Assessment Frameworks & blocks of a Business Tools Excellence framework 4 Video Interview & Discussion Appreciate other frameworks and tools 5 Summing Up Review a Video Building a global outsourcing organization.
- 17. The EFQM BusinessExcellence Model Input Transform Output
- 18. Leadership • How leadersdevelop and facilitate the achievement of the mission and vision • Develop values required for long-term success and implement these via appropriate actions and behaviors, and • are personally involved in ensuring that the organization’s management system is developed and implemented
- 19. People • How theorganization manages, develops, and releases the knowledge and full potential of its people at an individual, team-based and organization-wide level, and • Plans these activities in order to support its policy and strategy and the effective operation of its process
- 20. Policy & Strategy •How the organization implements its mission and vision via a clear stakeholder-focused strategy, • supported by relevant policies, plans, objectives, targets and process.
- 21. Partnerships & Resources Thought Leadership Centers of Excellence Partnerships
- 22. Partnerships •Partner with technology companies like Oracle, Microsoft, IBM to – Get discounted products from partner for training and prototyping – Get pre-launch access to partner’s new products – Build industry specific solutions with the partner 4/19/2012 Building a global outsourcing organization. 22
- 23. Example of apartnership • Industry • Industry Expertise Expertise Hero Maruti Honda Suzuki Microsoft Zensar • ERP • Software Product Services Building a global outsourcing organization.
- 24. Centers of Excellence •Focused on specialized area like technology, process area, or product • Build deeper expertise through training and education • Build prototypes, and proofs-of-concept around new ideas • Gain better understanding of emerging trends Building a global outsourcing organization.
- 25. Example of aCenter of Excellence Solution Development Skill Building Technical Solutions for Proposals Training, Certifications Microsoft COE Alliance Management Delivery Support Manage Microsoft Partnership Best Practices, Reviews Building a global outsourcing organization.
- 26.
- 27. Thought Leadership Event Presentations Industry White Papers Forums Viewed As Trusted Advisor Building a global outsourcing organization.
- 28.
- 29. Processes • How theorganization designs, manages, and improves its process in order to support its policy and strategy and • Fully satisfy and generate increasing value for its customers and other stakeholders
- 30. Results • People :What the organization is achieving in relation to its people • Customer : what the organization is achieving in relation to its external customers • Society : what the organization is achieving in relation to local, national and international society as appropriate • Key Performance : what the organization is achieving in relation to its planned performance
- 31. Topics Index 1 Characteristics of Business In this session we are going to: Excellence Appreciate the characteristics of business 2 Business Excellence Framework excellence Other Assessment Frameworks & Understand the building 3 blocks of a Business Tools Excellence framework 4 Video Interview & Discussion Appreciate other frameworks and tools 5 Summing Up Review a Video Building a global outsourcing organization.
- 32. Other Assessment frameworks& tools • ISO 9000 • SEI CMM • Six Sigma • Kaizen
- 33. Topics Index 1 Characteristics of Business In this session we are going to: Excellence Appreciate the characteristics of business 2 Business Excellence Framework excellence Understand the building 3 Other Assessment Frameworks & blocks of a Business Tools Excellence framework 4 Video Interview & Discussion Appreciate other frameworks and tools 5 Summing Up Review a Video Building a global outsourcing organization.
- 34. What is BusinessExcellence 34 Building a global outsourcing organization.
- 35. Summary of theVideo • What is excellence? • How does Zensar plan for excellence? • What role does leadership play in pursuing excellence?
- 36. Implementation of BusinessExcellence Building a global outsourcing organization.
- 37. Summary of theVideo • How is Business Excellence implemented in an organization? • What are some common frameworks used for Business Excellence?
- 38. Case Study •Think aboutthe university or college you are currently studying in, or last went to •In groups of 5, discuss the questions on the next slide (15 minutes) •A spokesperson from each group should present a brief summary of the group’s findings (15 minutes) Introduction to Business Excellence
- 39. Discussion Questions 1. Whydoes the University need to pursue excellence? 2. Refer back to the EFQM framework. How are Leadership/People/Process important for the University to pursue excellence? 3. What are some initiatives the University can undertake to pursue excellence? Introduction to Business Excellence
- 40. Topics Index 1 Characteristics of Business In this session we are going to: Excellence Appreciate the characteristics of business 2 Business Excellence Framework excellence Understand the building 3 Assessment and Tools blocks of a Business Excellence framework 4 Video Interview & Discussion Appreciate other frameworks and tools 5 Summing Up Review a Video 40 Building a global outsourcing organization.
- 41. Summing Up We understood how FedEx built and practiced excellence across the organization We got an overview of the EFQM Business Excellence Assessment framework We understood some other frameworks and tools We listened to a video and summed up the key learnings QUESTIONS?
- 42. Thank You Building a global outsourcing organization.