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