Dells Call Centre Outsourcing Failure

Group 4
Diwakar Yadav Jitesh Agarwal Mohit Bhasin Saloni Gosavi
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Vineet Kumar Upasana Mishra

How will you re-look at outsourcing back to India, the call centre, using the 7 Steps to Success in outsourcing?

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DELLS CALL CENTRE OUTSOURCING FAILURE

7 STEPS TO SUCCESS IN OUTSOURCING: The Indian context

PLANNING INITIATIVE EXPLORING STRATEGIC IMPLICATIONS ANALYZING COSTS/PERFORMAN CE SELECTING PROVIDERS

Set long-term goals and objectives Plan for long term Risk assessment and mitigation strategies Human capital development Technology Planning Resource management

Assess impact of outsourced function in core business areas Align goals of both outsourced and outsourcing organization Evaluate outsourcing impact on companies overall strategies Outsourcing company in sync with vision, culture, strategies and goals

Cost advantage justifies performance levels? Measure Project future costs Measure performance: existing and future, cost of poor performance Benchmark costs/performance Pricing Model: pay per call/ FTE/ conversion Is cost-benefit resulting in overall benefit?

Choose the right vendor (expertise in BPO industry) Cultural Fit with Dell. Vendor committed to long term relationship. Identify providers with proven methodologies & high technology Vendors with high US presence. Vendors high on training & staff retention 3

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DELLS CALL CENTRE OUTSOURCING FAILURE

7 STEPS TO SUCCESS IN OUTSOURCING: The Indian context

NEGOTIATING TERMS TRANSITIONING RESOURCES MANAGING RELATIONSHIPS

Well-defined scope Sign Service Level Agreements Negotiate quality levels Address long term issues Future road map and

Transferring intellectual capital to the outsourcing firm. On-to-one knowledge transfer Address transition issues: communication, culture, etc. Adjust team roles Monitoring by client employees Technology Transfer

Develop a sense of shared ownership and responsibility On-site manager to transcend cultural differences Regular meetings: status & performance reports Mediating Council Align management styles

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Are the recommendations and conclusions given here implementable, if so, how will you go about implementing them?

2012 Copyright Genpact. All Rights Reserved.

DELLS CALL CENTRE OUTSOURCING FAILURE

Implementation Strategy for Recommendations & Conclusions

Look at the long term Political & Economic perspective and not just Analysis for the region Thorough due diligence short term gains. Technological Assessment Define the scope very well Explore the cultural Set objectives differences Assess risks and make risk Appoint consultants for duemitigation strategies diligence Small scale testing before Human Resource full blown operations Assessment

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Partner with training companies for technical skill development, linguistic development, etc. Eg: Pearson, Vodafone, etc. Focus on retention: alternatives to monetary compensation (Employee Development Programmes, etc.)

MONITORING

TRAINING

OUTSOURCING ANALYSIS

PLANNING

Human capital transfer from parent country Regular status reports Set KPIs Establish customer satisfaction benchmarks Hiring of external audit firms
6

As a service provider what will be your pitch to Dell to get then to outsource the call centre business to you?

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DELLS CALL CENTRE OUTSOURCING FAILURE

The Sales Pitch to Dell

We believe we succeed when our clients grow and succeed; Dell's customers would be treated as our own customers, always.

Globally Effective Specific divisions for different geographic locations. Advanced Technology and Smart Processes. Past experience in outsourcing with Top Hardware and Software development companies. Have a strong clientele in the US and European markets. Tie-up with various Training institutes for Skill Development of our Human Resources. One of the lowest attrition rates in the industry. A set of teams works on Continuous Improvement and Business Process Improvement projects all the time. Continuous Learning and Development programs are worked on in our Learning Academy.

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DELLS CALL CENTRE OUTSOURCING FAILURE

Thank You!

2012 Copyright Genpact. All Rights Reserved.