Date post: | 28-Nov-2014 |
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Business Process Services Consulting LeadInterview
Simon Greenwood
Roger Murphy: BPO Services Nicole Crofts: HR Business Partner Sean Tomlinson: Private Propositions
Date : 21st July Time: 15:00
Presentation Brief
“Steria currently provides a large degree of its BPO consulting services to existing clients as part of change management opportunities related to outsourcing contracts. Moving forward Steria is keen to drive a focus on opening up new client opportunities through business process consulting which can then lead on to discussions around Steria’s wider service offerings. With this in mind we would like hear how you would approach the first 90 days in the role of Business Process Services Consulting Lead and what activities you would look to undertake to ensure that Steria had an effective strategy and plan to achieve this change in focus.”
30
•Understanding
60
•Development
90
• Influence / StrategyInitial 90 Day Transition Plan
Early Wins
Initial 30 Days – Understanding stage
• Team Meet and 121 Meetings• Understand experience, skill-sets, capability, performance and quality (Competencies)• Current Assignments / objectives / issues• Skills Matrix / Gap analysis • Identify Early Wins
• General Induction• Steria Business and Organisation • People and Culture. Systems and Procedures• Challenges and Problems – Burning Platforms?• Current Consulting Strategy, Offering and Objectives
• Meet Business Development team • Experience selling consultancy• Review current and potential future pipeline• Clients and their Strategic Objectives• Marketing materials and websites
• Current assignments and projects• Hot buttons• New Business Identification• Identify Early Wins
BPO Management
ConsultingTeam
BusinessDevelopment
Clients
60 Days – Development
• Build Relationships with Key stakeholders• Agree objectives / expectations with Line Manager• Establish communication channels• Strategy Development Workshops• Develop Value Proposition
• Case Studies and Website content• Manage and support team on current assignments• Set revised objectives• Further Identify Training needs• Develop / Implement Early Wins
• Continue to build relationships with Business Development team• Involve in Strategy development• Attend Business Development meetings as required• Competitive niche / advantage. Determine USP / Value Propositions• Marketing materials and website
• Continue to build relationships with clients• Develop trust and understanding• Identify new business opportunities • Develop Quick Wins
BPO Management
ConsultingTeam
BusinessDevelopment
Clients
90 Days – Influence and Strategy
• Continue to build Relationships with Key stakeholders• Review Consultancy team requirements with Line Manager• Review Communication Channels• Develop and Agree Consulting Strategy / Marketing Plan
• Lead, Direct and Manage Consultancy Team as Required• Structure, practices and performance • Training / Recruitment plan based on Gap Analysis and Consulting Strategy
• Continue to Build Relationships with Business Development Team• Agree Revised Value Propositions• Agree and present revised Strategy and Marketing Plan• Campaign materials, Lead Generation
• Continue to build relationships with clients• Develop trust and understanding• Identify new business opportunities • Develop Early Wins
BPO Management
ConsultingTeam
BusinessDevelopment
Clients
SWOT Analysis
Customer Analysis
Methodology / Tools
Financial Models
Competitor Analysis
Consultancy Strategy Development: An Approach
What are the broad ambitions for the BPO Consultancy & the fixed goals against which progress can be measured?
Where will the BPO Consultancy select to market and not market?
In the selected marketplace, how will the BPO Consultancy opt to win against their competitors ?
What capabilities are required to grow and win in the manner decided?
What management systems are required to ensure the Strategy has the tools to succeed?
Questions to help build a Strategy / Marketing Plan
Where will the BPO Consultancy choose to market itself and not market?In the selected marketplace what solutions / services will the BPO Consultancy sell?
What are the broad ambitions for the BPO Consultancy & the fixed goals against which progress can be measured?
Ambitions
• Grow BPO Consultancy into new targeted client base• Secure new BPO contracts on the back of Consultancy Contracts• Secure Predictive Analytics assignments
Fixed Goals
• Double current net margin• 10 new Consultancy Contracts per annum
Markets?
• Finance and Accounting• Human Resources• Payroll• Procurement• ????
Where will the BPO Consultancy choose to market itself and not market?
• Government• Wider Public Sector• Private Sector• Banking• Insurance• Utilities
• Change in CEO in last 12 months• Planned Growth• New Legislation• Budgets Slashed• Under Performing• Fast Evolving Customer Expectations• New Technology Requirement
Specific
PainPoints
How big does our network need to be?What percentage will buy each year?What will our average billing project?
Potential Solution Services / Offerings?
• Shared Services Improvement• Demand Management• Customer Service Improvement• Customer Focused Process Improvement• Organisational Development• Change Journey Management• Human Capital Management• Technology Enablement• Complaints Expertise• Compliance Support• Predictive Analytics
In the selected market what solutions / services will the BPO Consultancy sell?
Proactive
• Official Journal of the European Union (OEJU)• BPO Consultancy Frameworks
In the selected marketplace, how will the BPO Consultancy opt to win against their competitors ?
• Existing Clients• Referrals• Targeted Sector Marketing• Campaigns• Lead Generation
Reactive
Cold Calling
Relationship Marketing
Seminars & Conferences
Webinars
NetworkingPublicity
Public Speaking and
Articles
Website
Case Studies/ Brochure
Marketing Effort Mix
In the selected marketplace, how will the BPO Consultancy opt to win against their competition?
Management Consultancy- Distress Buy- Confidential- Infrequent
- Minimise Cost per Contact
Capabilities?
What capabilities are required to grow and win in the manner decided?
• Lean Six Sigma • Advanced Analytics• Programme / Transformation Management• Change Management• Organisational Design• Business Transformation• Technology Enablement• Shared Services and Outsourcing
Coaching & Support
Business Improvement Framework Approach
AlignAlign
MobiliseMobilise
AccelerateAccelerate
GovernGovernTraining
Training ProjectWork
ProjectWork Review
Review
Action Learning Planning Time Management
Select Team & Targets Clearly Define Authority Success Criteria Reviews Methodology - Prepare - Understand / Map - Identify - Develop - Implement / Control
BalancedScorecard
BalancedScorecard
Value ChainImprovement
Senior Executives Identify And Prioritise Improvement Initiatives
Critical SuccessFactors
Active Sponsorship Rigorously Reviewed Proactive Communication Build on Change
KPI’sStrategic
Aims
Vision
BenefitRealisation
Lean Journey
Lean Thinking Approach
Initiation / Start-upChange ReadinessCommunication / WorkshopsIdentify Value StreamsBaseline
6S Workplace OrganisationValue Stream MapIdentify Wastes / Barriers Identify Gap (current v future)Metrics
Ongoing Direction / Leadership / EmpowermentProject Management Support / Promote Lean way of thinking
Problem Solving DevelopmentPrioritisation / Quick WinsImplementation / Improve FlowError Proof / Standardisation
Phase 1
Phase 2
Phase 3
Phase 42 – 4 Weeks
Continual ImprovementKaizenSustain
Phase 5
Leadership/ChampionStakeholders / CustomersPolicy / SLA’sScope
1 – 6 Mths
Ongoing
“Analyze. Predict. Act”
TOP DOWN
Directive
COMMUNICATE / CASCADE THE ‘VISION’
CREATE CLIMATE FOR CHANGE / ESTABLISH URGENCY
ALIGN VISION TO STRATEGIC INITIATIVES
MOBILISE CHANGE TEAMS
COMMENCE CULTURE CHANGE PROGRAMME
REMOVE BARRIERS TO CHANGE
SET GOALS AND TARGETS AND MEASURE PERFORMANCE
MAINTAIN REGULAR COMMUNICATIONS
CONSOLODATE IMPROVEMENTS
Facilitating Change – A Balanced Blend
VISION STRATEGY
DIRECT, DEVELOP AND IMPLEMENT ACTION PROGRAMMES
INVOLVEMENT OF ALL THROUGH WORKSHOPS
EMPLOY GROUP PROBLEM SOLVING TECHNIQUES
PROVIDE TECHNICAL INPUT WHERE REQUIRED
ENCOURAGE AND MOTIVATE TEAM MEMBERS TO ADHERE TO PROJECT TIMESCALES
ACTION LEARNING AND COACHING
IDENTIFY QUICK WINS
PROVIDE DIRECTION AND GUIDANCE
ASSIST IN DEVELOPMENT AND IMPLEMENTATION
FEEDBACK SUCCESS
FOCUS ON SHORT AND MEDIUM TERM OBJECTIVE
ACHIEVE BENEFITS / RESULTS
ENSURE INTERNAL CAPABILITY TO PERPETUATE IMPROVEMENTS
Delivering Change – A Balanced Blend
BOTTOM UPIMPROVEMENT INNOVATION
Project Direction / Leadership
Start Up / Initiation
ManagingProject Stages
Controlling Risks, Issues,
Changes, QualityClosure & Handover
Planning Track, Report, Review, Replan
Iterative Project Cycle
Project Control Framework
Management Systems
What management systems are required to ensure the Strategy has the tools to succeed?
• Sales & Marketing • Finance Management• Resource Planning• Utilisation Management• Programme / Project Control • Project Management Office• Skills Management• Learning and Development• Performance Management• Quality Management• Purchasing Controls• Key Performance Indicators
30
•Understand Steria Business and Organisation
•Take charge of Consultancy Team
•Familiarise myself with Business Development team
•Meet and commence building relationships with Clients
60
•Undertake Strategy development
•Develop / implement early win
•Formulate Plans for developing Consultancy team
•Build trust and credibility
90
•Agree BPO Consultancy Strategy and Marketing Plans
•Communicate new Strategy and marketing plans
•Commence Implementation of changes
•Actively be involved in winning Consulting opportunities
90 day Summary