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Quint Wellington Redwood ©2002 1 NVvIR. Quint Wellington Redwood ©2002 2 NVvIR.

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Presentatie over: "Quint Wellington Redwood ©2002 1 NVvIR. Quint Wellington Redwood ©2002 2 NVvIR."— Transcript van de presentatie:

1 Quint Wellington Redwood © NVvIR

2 Quint Wellington Redwood © NVvIR

3 Quint Wellington Redwood © NVvIR

4 Quint Wellington Redwood ©2002 NVvIR Outsourcing Met recht een hype? The Quint Wellington Redwood Group 10 juni 2004 Arno IJmker

5 Quint Wellington Redwood © NVvIR The Quint Wellington Redwood Group Management consultants Thuismarkt Benelux Europa, USA, Asia Strategie, sourcing, proces management, HRM, training Top 500 ondernemingen en overheid Ruim 120 professionals, waarvan 25 full-time in in- en outsourcing

6 Quint Wellington Redwood © NVvIR Business Unit Sourcing Strategie Request for Information/Proposal Selectie Begeleiden contractering Transitie Second opinion Contract management Inrichten Smart Buyer Organisatie © Regular Check Benchmarking

7 Quint Wellington Redwood © NVvIR Track record in-/outsourcing begeleiding Gemeente Zaanstad Holland Casino Spaarbeleg Fortis Ministerie van VROM Gemeente Leeuwarden Rijkswaterstaat Yamanouchi Sociale Verzekerings Bank Staatsloterij Danzas Coopra Railion Prorail Gemeente Maarssen Ministerie van Defensie DSM British American Tobacco Singapore Airlines ADP OPG GroothandelAchmea KPN PON Holdings Gemeente Leiden Gasunie Essent Budelpack ROC Tetterode Campina Europese Commissie NS

8 Quint Wellington Redwood ©2002 Outsourcing: wat is het?

9 Quint Wellington Redwood © NVvIR Outsourcingskenmerken Services Resultaatsverplichting Contractstermijn Overgang assets/medewerkers

10 Quint Wellington Redwood ©2002 Outsourcing: waarom een trend?

11 Quint Wellington Redwood © NVvIR Trend… Economisch tij: vraagkant Medewerkers Core business Centralisatie/consolidatie Flexibiliteit Continuiteit/technologie Economisch tij: aanbodkant Bankzitters Omzetgarantie Standaardisatie

12 Quint Wellington Redwood ©2002 Outsourcing: het proces

13 Quint Wellington Redwood © NVvIR Sourcing fasering 1. Sourcing strategy 2. Scoping 3. Selection 4. Due diligence 5. Contracting 6. Transition 7. Contract mgt 0. Assessment Strategy Selection Partnership

14 Quint Wellington Redwood © NVvIR Medewerkers Tijd Medewerker komt niet meer uit depressie Emoties lopen té hoog op, onherstelbaar? 2. Woede / Schuld 0. Start 4. Depressie 3. Onderhandelen 1. Schok /ontkenning 6. Integratie 5. Acceptatie / Uitproberen Emotie

15 Quint Wellington Redwood © NVvIR Vendor Delivery Vendor Sales Stakeholders Board Trade union Works Council Vendor Delivery Vendor Sales Corporate Finance Process Mgt IT department BU Legal department Legal (external) Directie Other Suppliers HR department Investment Bankers Example of relationship InternalExternal Sourcing Consultants Client Auditors

16 Quint Wellington Redwood © NVvIR Beleidsbepa- ling- Planning Uitvoerings- controle en audits Uitvoering Evaluatie Service Proces Interface klant - leverancier Smart Buyer Organisatie ©

17 Quint Wellington Redwood © NVvIR Control Dashboar d Scope wijziging Prijs aanpassing Service Levels To be in control or to be controlled

18 Quint Wellington Redwood © NVvIR Kosten HW costs SW costs Staff costs Telecom costs Facilities VAT/Tax Direct cost (HW, SW, Staff, Telco, Fac) Mgt & marketing ovh Margin VAT/Tax Client retained costs Ec. of scale savings Savings Switching costs? In-house situationOutsourced situation

19 Quint Wellington Redwood ©2002 Outsourcing: thema’s

20 Quint Wellington Redwood © NVvIR Demand management Onderschat Inkoopafdeling Shared service center Kennis gaat mee Inrichten op strategisch, tactisch en operationeel niveau IACCM

21 Quint Wellington Redwood © NVvIR ITO vs. BPO (1) INFRASTRUCTUUR APPLICATIES BPO

22 Quint Wellington Redwood © NVvIR ITO vs. BPO (2) APPLICATIES MENSEN/PROCEDURES INFRASTRUCTUUR

23 Quint Wellington Redwood © NVvIR ITO vs. BPO (3) MENSEN/PROCEDURES APPLICATIES INFRASTRUCTUUR BEDRIJFSPROCES 1 BEDRIJFSPROCES 2BEDRIJFSPROCES 3BEDRIJFSPROCES 4BEDRIJFSPROCES 5

24 Quint Wellington Redwood © NVvIR Klant/leverancier of partner Not managed - regular re-negotiation Partnership - together ‘en route’ - (partial) open contracts - quick start is possible - staged contracting - open pricing principles Business relationship - result based contracts - intensive preparation - closed pricing principles Business Partnership - long term orientation - requires time to get to know each other - closed pricing principles clear distinctions of responsibilities between outsourcer and client Procedural level of detail on interface

25 Quint Wellington Redwood © NVvIR Selectieproces RfI noodzakelijk? RfP inclusief contract Europese aanbestedingsregels Referentie bezoek Onderhandelingen met één of twee partijen

26 Quint Wellington Redwood © NVvIR HRM Overname medewerkers in Europa complex Kosten (pensioen, overige arbeidsvoorwaarden) Vakbonden praten met … Medewerkers in nieuwe juridische entiteit

27 Quint Wellington Redwood © NVvIR Off-shore outsourcing India, China, Oost-Europa Rechtstreeks, via Westerse speler, of eigen SSC Erg hot in USA (taal) Europa begint te komen Contractering vraagt extra zorg

28 Quint Wellington Redwood © NVvIR Mediation (1) Contract al out-of-date dag na tekening Slecht demand-supply management Stakeholders willen geen gezichtsverlies of zijn vertrokken Wel claims over en weer Renewal business!

29 Quint Wellington Redwood © NVvIR Mediation (2) Politics Enforceable Omission Problem Emotions Tension Agreed Practices Documents Contracts SLA’s REALITY AUDIT of deliveries Expectations UPC’s/ SLA’s Legal contract Specs/SLA’s Policy/ Business plans IT Management Vendor Delivery Vendor Sales Business management Board of Directors Figure 2Five parties model and the main themes Outsourcing party Vendor Why: Objectives What: Scoping What: Scoping How: Selection Whom:LoI/MoU/LoA Whom:LoI/MoU/LoA Contracting Transition ContractMgt ContractMgt Sourcing Context

30 Quint Wellington Redwood © NVvIR Outsourcing: met recht een hype? Ja, follow-me helpt ook Grote voordelen te behalen (m.n. off-shore) Potentiele shake-out in aanbieders wereld Daling van prijzen Hoge groeicijfers Nabije toekomst: veel re-dealing Toch veel valkuilen

31 Quint Wellington Redwood ©2002 Outsourcing: zonder recht een chaos.

32 Quint Wellington Redwood © NVvIR w w w. q u i n t g r o u p. c o m Koninginneweg 162, 1075 EG Amsterdam, Tel D a r e t o c h a l l e n g e


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