SlideShare une entreprise Scribd logo
1  sur  42
OUTSOURCING
IT OUTSOURCING

APPLICATION DEVELOPMENT



Building a global outsourcing organization.
Learning Objectives




After the completion 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
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.
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.
Building a Global Outsourcing Organization.
Fedex – The vision 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
Fedex’s Mission


“To provide customers 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
Fedex’s business philosophy


“If someone 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
Strategies and Services


• Integrated Sales Force
• Standard Overnight Service (SOS)
• Overnight Freight Service
Fedex : Systems that redefined the freight industry


• Powership Systems
• EXPRESSfreighter
• FSTCLEAR System
Living the Customer Satisfaction 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
Tools for Quality Deployment


• Quality Action Teams (QAT)
• Customer Supplier Alignments
Key Learnings


• Clear Vision 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
What does excellence mean?


  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
In search of a 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
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.
The EFQM Business Excellence Model



        Input    Transform    Output
Leadership


• How leaders develop 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
People


• How the organization 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
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.
Partnerships & Resources



                            Thought
                           Leadership

                            Centers of
                            Excellence

                           Partnerships
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
Example of a partnership


       • Industry                                  • Industry
         Expertise                                   Expertise

                        Hero           Maruti
                       Honda           Suzuki



                     Microsoft         Zensar

       • ERP                                       • Software
         Product                                     Services



            Building a global outsourcing organization.
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.
Example of a Center 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.
Centers of Excellence
Thought Leadership



                            Event
                        Presentations

                                                    Industry
     White Papers
                                                     Forums


                          Viewed As
                           Trusted
                           Advisor


           Building a global outsourcing organization.
Building Excellence
Processes


• How the organization 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
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
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.
Other Assessment frameworks & tools


•   ISO 9000
•   SEI CMM
•   Six Sigma
•   Kaizen
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.
What is Business Excellence




                                                           34
             Building a global outsourcing organization.
Summary of the Video


• What is excellence?
• How does Zensar plan for excellence?
• What role does leadership play in pursuing
  excellence?
Implementation of Business Excellence




              Building a global outsourcing organization.
Summary of the Video


• How is Business Excellence implemented in
  an organization?
• What are some common frameworks used
  for Business Excellence?
Case Study


•Think about the 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
Discussion Questions


1. Why does 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
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.
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?
Thank You




    Building a global outsourcing
            organization.

Contenu connexe

Tendances

Whitaker&company integration services overview 2013
Whitaker&company integration services overview 2013Whitaker&company integration services overview 2013
Whitaker&company integration services overview 2013scott09
 
SIMANDO Training Courses
SIMANDO Training CoursesSIMANDO Training Courses
SIMANDO Training CoursesSIMANDO
 
Alessi sandra-portfolio-13
Alessi sandra-portfolio-13Alessi sandra-portfolio-13
Alessi sandra-portfolio-13sandrazen
 
Why Product Management Matters
Why Product Management MattersWhy Product Management Matters
Why Product Management Matterskellymcgrath
 
Next Generation Leadership: Integrated Talent Management for Robust Talent Pi...
Next Generation Leadership: Integrated Talent Management for Robust Talent Pi...Next Generation Leadership: Integrated Talent Management for Robust Talent Pi...
Next Generation Leadership: Integrated Talent Management for Robust Talent Pi...National HRD Network
 
4 tales of enterprise agility
4 tales of enterprise agility4 tales of enterprise agility
4 tales of enterprise agilityKmanthei
 
Design for Innovation (D4I) Improvement Process
Design for Innovation (D4I) Improvement ProcessDesign for Innovation (D4I) Improvement Process
Design for Innovation (D4I) Improvement ProcessIain Sanders
 
Babok V2 Update
Babok V2 UpdateBabok V2 Update
Babok V2 Updatetheiiba
 
Business analysis and project changes
Business analysis and project changesBusiness analysis and project changes
Business analysis and project changesIIBA Romania Chapter
 
What happens to engineering manager in agile world
What happens to engineering manager in agile worldWhat happens to engineering manager in agile world
What happens to engineering manager in agile worldNaveen Indusekhar
 
Crowe Performance Improvement Brochure
Crowe Performance Improvement BrochureCrowe Performance Improvement Brochure
Crowe Performance Improvement Brochurewjgay19
 
Catalyze Webcast Facilitating JAD Sessions - Jackie Parker 082307
Catalyze Webcast   Facilitating JAD Sessions - Jackie Parker 082307Catalyze Webcast   Facilitating JAD Sessions - Jackie Parker 082307
Catalyze Webcast Facilitating JAD Sessions - Jackie Parker 082307Tom Humbarger
 
Towards Institution Building and HR’s Next Agenda
Towards Institution Building and HR’s Next AgendaTowards Institution Building and HR’s Next Agenda
Towards Institution Building and HR’s Next AgendaNational HRD Network
 
CAES Selection Services
CAES Selection Services CAES Selection Services
CAES Selection Services Jim Gilchrist
 
Selling Quality to Management: How to Get Management Buy-In to New Quality In...
Selling Quality to Management: How to Get Management Buy-In to New Quality In...Selling Quality to Management: How to Get Management Buy-In to New Quality In...
Selling Quality to Management: How to Get Management Buy-In to New Quality In...IBS America
 
Elearning asset brochure
Elearning asset brochureElearning asset brochure
Elearning asset brochureSamantha Damon
 
Agile & Business Analysis: A Successful Combination
Agile & Business Analysis: A Successful CombinationAgile & Business Analysis: A Successful Combination
Agile & Business Analysis: A Successful CombinationLuiz C. Parzianello
 

Tendances (20)

Whitaker&company integration services overview 2013
Whitaker&company integration services overview 2013Whitaker&company integration services overview 2013
Whitaker&company integration services overview 2013
 
SIMANDO Training Courses
SIMANDO Training CoursesSIMANDO Training Courses
SIMANDO Training Courses
 
Alessi sandra-portfolio-13
Alessi sandra-portfolio-13Alessi sandra-portfolio-13
Alessi sandra-portfolio-13
 
Why Product Management Matters
Why Product Management MattersWhy Product Management Matters
Why Product Management Matters
 
Next Generation Leadership: Integrated Talent Management for Robust Talent Pi...
Next Generation Leadership: Integrated Talent Management for Robust Talent Pi...Next Generation Leadership: Integrated Talent Management for Robust Talent Pi...
Next Generation Leadership: Integrated Talent Management for Robust Talent Pi...
 
4 tales of enterprise agility
4 tales of enterprise agility4 tales of enterprise agility
4 tales of enterprise agility
 
Design for Innovation (D4I) Improvement Process
Design for Innovation (D4I) Improvement ProcessDesign for Innovation (D4I) Improvement Process
Design for Innovation (D4I) Improvement Process
 
Babok V2 Update
Babok V2 UpdateBabok V2 Update
Babok V2 Update
 
Business analysis and project changes
Business analysis and project changesBusiness analysis and project changes
Business analysis and project changes
 
NVQ Portfolio 2011-12
NVQ Portfolio 2011-12NVQ Portfolio 2011-12
NVQ Portfolio 2011-12
 
What happens to engineering manager in agile world
What happens to engineering manager in agile worldWhat happens to engineering manager in agile world
What happens to engineering manager in agile world
 
Crowe Performance Improvement Brochure
Crowe Performance Improvement BrochureCrowe Performance Improvement Brochure
Crowe Performance Improvement Brochure
 
Catalyze Webcast Facilitating JAD Sessions - Jackie Parker 082307
Catalyze Webcast   Facilitating JAD Sessions - Jackie Parker 082307Catalyze Webcast   Facilitating JAD Sessions - Jackie Parker 082307
Catalyze Webcast Facilitating JAD Sessions - Jackie Parker 082307
 
Towards Institution Building and HR’s Next Agenda
Towards Institution Building and HR’s Next AgendaTowards Institution Building and HR’s Next Agenda
Towards Institution Building and HR’s Next Agenda
 
CAES Selection Services
CAES Selection Services CAES Selection Services
CAES Selection Services
 
Selling Quality to Management: How to Get Management Buy-In to New Quality In...
Selling Quality to Management: How to Get Management Buy-In to New Quality In...Selling Quality to Management: How to Get Management Buy-In to New Quality In...
Selling Quality to Management: How to Get Management Buy-In to New Quality In...
 
NuStratis Brochure
NuStratis BrochureNuStratis Brochure
NuStratis Brochure
 
Performance Ally
Performance AllyPerformance Ally
Performance Ally
 
Elearning asset brochure
Elearning asset brochureElearning asset brochure
Elearning asset brochure
 
Agile & Business Analysis: A Successful Combination
Agile & Business Analysis: A Successful CombinationAgile & Business Analysis: A Successful Combination
Agile & Business Analysis: A Successful Combination
 

Similaire à Building a Global Outsourcing Organization.

Old Building Great Sourcing Organizations-GTT
Old Building Great Sourcing Organizations-GTTOld Building Great Sourcing Organizations-GTT
Old Building Great Sourcing Organizations-GTTGTTSlide
 
How To Prepare For The AIPMM CPM® Certification Exam - H. Del Castillo, AIPMM
How To Prepare For The AIPMM CPM® Certification Exam - H. Del Castillo, AIPMMHow To Prepare For The AIPMM CPM® Certification Exam - H. Del Castillo, AIPMM
How To Prepare For The AIPMM CPM® Certification Exam - H. Del Castillo, AIPMMHector Del Castillo, CPM, CPMM
 
Key Tips To Prepare For An AIPMM CPM or CPMM Credential - H. Del Castillo, AIPMM
Key Tips To Prepare For An AIPMM CPM or CPMM Credential - H. Del Castillo, AIPMMKey Tips To Prepare For An AIPMM CPM or CPMM Credential - H. Del Castillo, AIPMM
Key Tips To Prepare For An AIPMM CPM or CPMM Credential - H. Del Castillo, AIPMMHector Del Castillo, CPM, CPMM
 
Why Leading Innovation Is Essential For Product Managers - H. Del Castillo - ...
Why Leading Innovation Is Essential For Product Managers - H. Del Castillo - ...Why Leading Innovation Is Essential For Product Managers - H. Del Castillo - ...
Why Leading Innovation Is Essential For Product Managers - H. Del Castillo - ...Hector Del Castillo, CPM, CPMM
 
The Product Manager Pathfinder - H. Del Castillo, AIPMM - ProductCamp Austin 9
The Product Manager Pathfinder - H. Del Castillo, AIPMM - ProductCamp Austin 9The Product Manager Pathfinder - H. Del Castillo, AIPMM - ProductCamp Austin 9
The Product Manager Pathfinder - H. Del Castillo, AIPMM - ProductCamp Austin 9Hector Del Castillo, CPM, CPMM
 
Market Yourself Using Social Media - PMIWDC 2012 Project Management Symposium...
Market Yourself Using Social Media - PMIWDC 2012 Project Management Symposium...Market Yourself Using Social Media - PMIWDC 2012 Project Management Symposium...
Market Yourself Using Social Media - PMIWDC 2012 Project Management Symposium...Hector Del Castillo, CPM, CPMM
 
Why Get CPM or CPMM Certification - H. Del Castillo, AIPMM
Why Get CPM or CPMM Certification - H. Del Castillo, AIPMMWhy Get CPM or CPMM Certification - H. Del Castillo, AIPMM
Why Get CPM or CPMM Certification - H. Del Castillo, AIPMMHector Del Castillo, CPM, CPMM
 
Product Management Certification in Singapore - H. Del Castillo, AIPMM
Product Management Certification in Singapore - H. Del Castillo, AIPMM Product Management Certification in Singapore - H. Del Castillo, AIPMM
Product Management Certification in Singapore - H. Del Castillo, AIPMM Hector Del Castillo, CPM, CPMM
 
Why Exceptional Product Managers Have Many Mentors and How to Create Your own...
Why Exceptional Product Managers Have Many Mentors and How to Create Your own...Why Exceptional Product Managers Have Many Mentors and How to Create Your own...
Why Exceptional Product Managers Have Many Mentors and How to Create Your own...Hector Del Castillo, CPM, CPMM
 
The Product Manager Pathfinder - ProductCamp SoCal - H. Del Castillo, AIPMM
The Product Manager Pathfinder - ProductCamp SoCal - H. Del Castillo, AIPMMThe Product Manager Pathfinder - ProductCamp SoCal - H. Del Castillo, AIPMM
The Product Manager Pathfinder - ProductCamp SoCal - H. Del Castillo, AIPMMHector Del Castillo, CPM, CPMM
 
Success is just the begenning 2012
Success is just the begenning 2012Success is just the begenning 2012
Success is just the begenning 2012knaparty
 
Why Leading Innovation Is Essential - ProductCamp SoCal - H. Del Castillo, AIPMM
Why Leading Innovation Is Essential - ProductCamp SoCal - H. Del Castillo, AIPMMWhy Leading Innovation Is Essential - ProductCamp SoCal - H. Del Castillo, AIPMM
Why Leading Innovation Is Essential - ProductCamp SoCal - H. Del Castillo, AIPMMHector Del Castillo, CPM, CPMM
 
Scott mc cormick float mobile learning_winningoverstakeholders_mlearncon2012
Scott mc cormick float mobile learning_winningoverstakeholders_mlearncon2012Scott mc cormick float mobile learning_winningoverstakeholders_mlearncon2012
Scott mc cormick float mobile learning_winningoverstakeholders_mlearncon2012Scott McCormick
 
The Product Manager Pathfinder - ProductCamp Toronto - H. Del Castillo, AIPMM
The Product Manager Pathfinder - ProductCamp Toronto - H. Del Castillo, AIPMMThe Product Manager Pathfinder - ProductCamp Toronto - H. Del Castillo, AIPMM
The Product Manager Pathfinder - ProductCamp Toronto - H. Del Castillo, AIPMMHector Del Castillo, CPM, CPMM
 
Tale of two customers: Addressing the struggle between flexibility and usabil...
Tale of two customers: Addressing the struggle between flexibility and usabil...Tale of two customers: Addressing the struggle between flexibility and usabil...
Tale of two customers: Addressing the struggle between flexibility and usabil...Eileen O'Brien
 
PMI - ACP (Agile Certified Practitionar) Certification Exam Prep
PMI - ACP (Agile Certified Practitionar) Certification Exam PrepPMI - ACP (Agile Certified Practitionar) Certification Exam Prep
PMI - ACP (Agile Certified Practitionar) Certification Exam PrepPrudentialSolutions
 
Business Analysis Fundamentals
Business Analysis FundamentalsBusiness Analysis Fundamentals
Business Analysis Fundamentalswaelsaid75
 
Building Insanely Great Products - AIPMM Webcast - David Fradin, 280 Group
Building Insanely Great Products - AIPMM Webcast - David Fradin, 280 GroupBuilding Insanely Great Products - AIPMM Webcast - David Fradin, 280 Group
Building Insanely Great Products - AIPMM Webcast - David Fradin, 280 GroupHector Del Castillo, CPM, CPMM
 

Similaire à Building a Global Outsourcing Organization. (20)

Old Building Great Sourcing Organizations-GTT
Old Building Great Sourcing Organizations-GTTOld Building Great Sourcing Organizations-GTT
Old Building Great Sourcing Organizations-GTT
 
What is Collaborative Productivity?
What is Collaborative Productivity?What is Collaborative Productivity?
What is Collaborative Productivity?
 
How To Prepare For The AIPMM CPM® Certification Exam - H. Del Castillo, AIPMM
How To Prepare For The AIPMM CPM® Certification Exam - H. Del Castillo, AIPMMHow To Prepare For The AIPMM CPM® Certification Exam - H. Del Castillo, AIPMM
How To Prepare For The AIPMM CPM® Certification Exam - H. Del Castillo, AIPMM
 
Key Tips To Prepare For An AIPMM CPM or CPMM Credential - H. Del Castillo, AIPMM
Key Tips To Prepare For An AIPMM CPM or CPMM Credential - H. Del Castillo, AIPMMKey Tips To Prepare For An AIPMM CPM or CPMM Credential - H. Del Castillo, AIPMM
Key Tips To Prepare For An AIPMM CPM or CPMM Credential - H. Del Castillo, AIPMM
 
Why Leading Innovation Is Essential For Product Managers - H. Del Castillo - ...
Why Leading Innovation Is Essential For Product Managers - H. Del Castillo - ...Why Leading Innovation Is Essential For Product Managers - H. Del Castillo - ...
Why Leading Innovation Is Essential For Product Managers - H. Del Castillo - ...
 
The Product Manager Pathfinder - H. Del Castillo, AIPMM - ProductCamp Austin 9
The Product Manager Pathfinder - H. Del Castillo, AIPMM - ProductCamp Austin 9The Product Manager Pathfinder - H. Del Castillo, AIPMM - ProductCamp Austin 9
The Product Manager Pathfinder - H. Del Castillo, AIPMM - ProductCamp Austin 9
 
Market Yourself Using Social Media - PMIWDC 2012 Project Management Symposium...
Market Yourself Using Social Media - PMIWDC 2012 Project Management Symposium...Market Yourself Using Social Media - PMIWDC 2012 Project Management Symposium...
Market Yourself Using Social Media - PMIWDC 2012 Project Management Symposium...
 
Why Get CPM or CPMM Certification - H. Del Castillo, AIPMM
Why Get CPM or CPMM Certification - H. Del Castillo, AIPMMWhy Get CPM or CPMM Certification - H. Del Castillo, AIPMM
Why Get CPM or CPMM Certification - H. Del Castillo, AIPMM
 
Product Management Certification in Singapore - H. Del Castillo, AIPMM
Product Management Certification in Singapore - H. Del Castillo, AIPMM Product Management Certification in Singapore - H. Del Castillo, AIPMM
Product Management Certification in Singapore - H. Del Castillo, AIPMM
 
Why Exceptional Product Managers Have Many Mentors and How to Create Your own...
Why Exceptional Product Managers Have Many Mentors and How to Create Your own...Why Exceptional Product Managers Have Many Mentors and How to Create Your own...
Why Exceptional Product Managers Have Many Mentors and How to Create Your own...
 
Quality management
Quality managementQuality management
Quality management
 
The Product Manager Pathfinder - ProductCamp SoCal - H. Del Castillo, AIPMM
The Product Manager Pathfinder - ProductCamp SoCal - H. Del Castillo, AIPMMThe Product Manager Pathfinder - ProductCamp SoCal - H. Del Castillo, AIPMM
The Product Manager Pathfinder - ProductCamp SoCal - H. Del Castillo, AIPMM
 
Success is just the begenning 2012
Success is just the begenning 2012Success is just the begenning 2012
Success is just the begenning 2012
 
Why Leading Innovation Is Essential - ProductCamp SoCal - H. Del Castillo, AIPMM
Why Leading Innovation Is Essential - ProductCamp SoCal - H. Del Castillo, AIPMMWhy Leading Innovation Is Essential - ProductCamp SoCal - H. Del Castillo, AIPMM
Why Leading Innovation Is Essential - ProductCamp SoCal - H. Del Castillo, AIPMM
 
Scott mc cormick float mobile learning_winningoverstakeholders_mlearncon2012
Scott mc cormick float mobile learning_winningoverstakeholders_mlearncon2012Scott mc cormick float mobile learning_winningoverstakeholders_mlearncon2012
Scott mc cormick float mobile learning_winningoverstakeholders_mlearncon2012
 
The Product Manager Pathfinder - ProductCamp Toronto - H. Del Castillo, AIPMM
The Product Manager Pathfinder - ProductCamp Toronto - H. Del Castillo, AIPMMThe Product Manager Pathfinder - ProductCamp Toronto - H. Del Castillo, AIPMM
The Product Manager Pathfinder - ProductCamp Toronto - H. Del Castillo, AIPMM
 
Tale of two customers: Addressing the struggle between flexibility and usabil...
Tale of two customers: Addressing the struggle between flexibility and usabil...Tale of two customers: Addressing the struggle between flexibility and usabil...
Tale of two customers: Addressing the struggle between flexibility and usabil...
 
PMI - ACP (Agile Certified Practitionar) Certification Exam Prep
PMI - ACP (Agile Certified Practitionar) Certification Exam PrepPMI - ACP (Agile Certified Practitionar) Certification Exam Prep
PMI - ACP (Agile Certified Practitionar) Certification Exam Prep
 
Business Analysis Fundamentals
Business Analysis FundamentalsBusiness Analysis Fundamentals
Business Analysis Fundamentals
 
Building Insanely Great Products - AIPMM Webcast - David Fradin, 280 Group
Building Insanely Great Products - AIPMM Webcast - David Fradin, 280 GroupBuilding Insanely Great Products - AIPMM Webcast - David Fradin, 280 Group
Building Insanely Great Products - AIPMM Webcast - David Fradin, 280 Group
 

Plus de GTTSlide

Session 6(a) measurement & decision making issues in selection
Session 6(a) measurement & decision making issues in selectionSession 6(a) measurement & decision making issues in selection
Session 6(a) measurement & decision making issues in selectionGTTSlide
 
Session 4B & 5 Recruitment & job search
Session 4B & 5 Recruitment & job searchSession 4B & 5 Recruitment & job search
Session 4B & 5 Recruitment & job searchGTTSlide
 
Session 3, 4A - Job analysis, recruiting & job search
Session 3, 4A - Job analysis, recruiting & job searchSession 3, 4A - Job analysis, recruiting & job search
Session 3, 4A - Job analysis, recruiting & job searchGTTSlide
 
HR Session 2 Human Resources Planning
HR Session 2 Human Resources PlanningHR Session 2 Human Resources Planning
HR Session 2 Human Resources PlanningGTTSlide
 
HR-Session 1 Overview of HRM
HR-Session 1 Overview of HRMHR-Session 1 Overview of HRM
HR-Session 1 Overview of HRMGTTSlide
 
New Trends in Outsourcing_Socially responsible outsourcing
New Trends in Outsourcing_Socially responsible outsourcingNew Trends in Outsourcing_Socially responsible outsourcing
New Trends in Outsourcing_Socially responsible outsourcingGTTSlide
 
Role of IT_ Transformation
Role of IT_ TransformationRole of IT_ Transformation
Role of IT_ TransformationGTTSlide
 
Role of IT _Support
Role of IT _Support Role of IT _Support
Role of IT _Support GTTSlide
 
Managing the Outsourcing_Cultural sensitivity
Managing the Outsourcing_Cultural sensitivity Managing the Outsourcing_Cultural sensitivity
Managing the Outsourcing_Cultural sensitivity GTTSlide
 
. Managing the Outsourcing _Governance final
. Managing the Outsourcing _Governance final. Managing the Outsourcing _Governance final
. Managing the Outsourcing _Governance finalGTTSlide
 

Plus de GTTSlide (10)

Session 6(a) measurement & decision making issues in selection
Session 6(a) measurement & decision making issues in selectionSession 6(a) measurement & decision making issues in selection
Session 6(a) measurement & decision making issues in selection
 
Session 4B & 5 Recruitment & job search
Session 4B & 5 Recruitment & job searchSession 4B & 5 Recruitment & job search
Session 4B & 5 Recruitment & job search
 
Session 3, 4A - Job analysis, recruiting & job search
Session 3, 4A - Job analysis, recruiting & job searchSession 3, 4A - Job analysis, recruiting & job search
Session 3, 4A - Job analysis, recruiting & job search
 
HR Session 2 Human Resources Planning
HR Session 2 Human Resources PlanningHR Session 2 Human Resources Planning
HR Session 2 Human Resources Planning
 
HR-Session 1 Overview of HRM
HR-Session 1 Overview of HRMHR-Session 1 Overview of HRM
HR-Session 1 Overview of HRM
 
New Trends in Outsourcing_Socially responsible outsourcing
New Trends in Outsourcing_Socially responsible outsourcingNew Trends in Outsourcing_Socially responsible outsourcing
New Trends in Outsourcing_Socially responsible outsourcing
 
Role of IT_ Transformation
Role of IT_ TransformationRole of IT_ Transformation
Role of IT_ Transformation
 
Role of IT _Support
Role of IT _Support Role of IT _Support
Role of IT _Support
 
Managing the Outsourcing_Cultural sensitivity
Managing the Outsourcing_Cultural sensitivity Managing the Outsourcing_Cultural sensitivity
Managing the Outsourcing_Cultural sensitivity
 
. Managing the Outsourcing _Governance final
. Managing the Outsourcing _Governance final. Managing the Outsourcing _Governance final
. Managing the Outsourcing _Governance final
 

Dernier

Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursKaiNexus
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...Brian Solis
 
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdfChicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdfSourav Sikder
 
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBBPMedia1
 
PDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfPDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfHajeJanKamps
 
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGUNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGlokeshwarmaha
 
NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023Steve Rader
 
Plano de marketing- inglês em formato ppt
Plano de marketing- inglês  em formato pptPlano de marketing- inglês  em formato ppt
Plano de marketing- inglês em formato pptElizangelaSoaresdaCo
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarNathanielSchmuck
 
Tata Kelola Bisnis perushaan yang bergerak
Tata Kelola Bisnis perushaan yang bergerakTata Kelola Bisnis perushaan yang bergerak
Tata Kelola Bisnis perushaan yang bergerakEditores1
 
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfTalent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfCharles Cotter, PhD
 
Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsP&CO
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...IMARC Group
 
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView
 
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfPDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfHajeJanKamps
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Reportamberjiles31
 
Introduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptxIntroduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptxJemalSeid25
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Winbusinessin
 

Dernier (20)

Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, Ours
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
 
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdfChicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
 
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
 
PDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfPDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdf
 
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGUNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
 
NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023
 
Plano de marketing- inglês em formato ppt
Plano de marketing- inglês  em formato pptPlano de marketing- inglês  em formato ppt
Plano de marketing- inglês em formato ppt
 
Investment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV IndustriesInvestment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV Industries
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry Webinar
 
Tata Kelola Bisnis perushaan yang bergerak
Tata Kelola Bisnis perushaan yang bergerakTata Kelola Bisnis perushaan yang bergerak
Tata Kelola Bisnis perushaan yang bergerak
 
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfTalent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
 
Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizations
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
 
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
 
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfPDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Report
 
Introduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptxIntroduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptx
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024
 

Building a Global Outsourcing Organization.

  • 2. Learning Objectives After the completion 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 – The vision 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 provide customers 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 “If someone 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 : Systems that redefined the freight industry • Powership Systems • EXPRESSfreighter • FSTCLEAR System
  • 11. Living the Customer Satisfaction 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 Quality Deployment • Quality Action Teams (QAT) • Customer Supplier Alignments
  • 13. Key Learnings • Clear Vision 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 excellence mean? 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 of a 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 Business Excellence Model Input Transform Output
  • 18. Leadership • How leaders develop 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 the organization 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 a partnership • 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 a Center 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.
  • 27. Thought Leadership Event Presentations Industry White Papers Forums Viewed As Trusted Advisor Building a global outsourcing organization.
  • 29. Processes • How the organization 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 Business Excellence 34 Building a global outsourcing organization.
  • 35. Summary of the Video • What is excellence? • How does Zensar plan for excellence? • What role does leadership play in pursuing excellence?
  • 36. Implementation of Business Excellence Building a global outsourcing organization.
  • 37. Summary of the Video • How is Business Excellence implemented in an organization? • What are some common frameworks used for Business Excellence?
  • 38. Case Study •Think about the 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. Why does 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.