I/O: Intelligent Outsourcing 2016 | Hans Gaertner
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Hans Gaertner | Managing Partner at Radical Inclusion Inc. talked about "Major Concerns of Europeans in Associating with Indian Outsourcing Companies: Facts & Solutions" in the I/O event. See the full slide presentation here! www.bridge-global.com/beam
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I/O: Intelligent Outsourcing 2016 | Hans Gaertner
- 1. Major Concerns of Europeans in Associating with Outsourcing Companies: Facts & Solutions Kochi March 5th, 2016
- 5. H A N S G Ä R T N E R Bank, Frankfurt Project management, HR Development
- 9. Potential is huge: Still most services inhouse
- 10. IT services most readily outsourced and logical starting point
- 11. Top candidates: Facility-, Payroll services, Procurement Business Process Outsourcing is second step Least candidates: Sales, Finance, HR,
- 12. Offshore outsourcing from Europe: The overall trend picture There is good news and bad news
- 13. The Good News: Chances in second generation outsourcing: more intelligent services
- 14. The Bad News: • Trend to insource • Trend to onshore outsourcing • Clients in fast changing industries want to keep their competitive advantage as first movers
- 15. Onshore, Nearshore, Offshore The decision is always a balance between the objectives an organization tries to achieve and the risks perceived.
- 17. Discussion in Europe • Data security, privacy • Job security, Globalization • Trend to national tendencies – return to national state interests (Brexit, EU Problems refugees, EU-Balkan states)
- 19. „Kinder statt Inder“ (Children instead of Indians)
- 22. Typical European Client Family owned international company , Medical Devices
- 23. Typical European Client Family owned international company , Audio Devices
- 24. Believes of a “SME” European Client No risk Data security Own staff deserves loyalty Quality of service and relationship
- 25. • Number one, two, or three in the global market, or number one on the company's continent determined by market share • Revenue below 4 Billion Euros • Low level of public awareness.
- 28. SMEs are well organized
- 31. Topics that create concerns: Punctuality Language Quality Communication preference
- 33. When is 12.00 PM Belgium: 12.15 PM France: 12.30 PM Spain: 01.00 PM Perception of Indian punctuality: „You newer know“
- 34. Language Irish, British, Scottish German Accent, French Accent, Spanish Accent, Italian Accent Indian Accent „We don‘t understand their English“
- 36. Quality At start of a relationship: Focus on process quality Content Quality Process Quality
- 37. Communication Preferences • Participation in meetings • Hierarchy • Yes and No
- 40. Self- orientation Doctor’s visit Credibility Reliability Intimacy
- 41. You cannot learn everything about every culture you are doing business with:
- 42. Measures required also on corporate level Client/ Retaining Organization Outsourcing Service Provider • Constant review of outsourcing strategy • New people manage the outsourcing relationship • Communication: tools and processes • Attitude of staff: Everybody is a relationship manager • Manage multiple stakeholders • More qualified staff and dealing with staff changes • Communication: tools and processes Expectations change over time and go beyond the individual contract
- 43. Find/develop a SPOC Single Point of Contact
- 44. Develop your “Business Model” for your future outsourcing offer
- 48. Appendix
- 50. Establishing and maintaining a healthy relationship between client and provider parties Retaining organization Service provider
- 51. Establishing and maintaining a healthy relationship between client and provider parties
Notes de l'éditeur
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- Trends are one thing: They provide a background information, they are important for big companies who have a considerable market share, who are producing mass output. For smaller companies, they can always find their markets: they have to find specific clients in a specific country. So let me tell you a little bit about Europe in a nutshell and what seems to be important to know, if you want to do business with European clients.
- When we talk about business then we usually don’t talk about Europe as geographical region but we tlak of the European Union, founded in the late 50s of the 20th century. The European Union has-in the meantime 28 member states,From Finnland to Sweden, Denmark, the Scandinavian countries, to central Europe wirh Germany, France, Belgioum the Netherlands to Southern Europe like Italy, Spain and Greece, to the new member states of the EU, The Baltic states, Croatia, the Chez Republic, to name just a few Roughly 500 Million people and with the size compared to India They speak more than 20 different languages and they have no language in common, except for bad English They have a long history of fighting against each other and a rather short history of peace. Unlike members of most international organisations, the member states of the EU are subjected to binding laws in exchange for representation within the common legislative and judicial institutions. The nations with the biggest GDP , economic power Germany UK France Italy Spain The Netherlands The so called Euro Zone has the Euro currency So much for a few facts and figures
- Microsoft – Deutsche Telekom: Hosting for Microsoft Data – to avoid access to customer data by US state authorities Skype, flowdock, slack, google suite: not possible, Today, 11.11.2015, Microsoft announced plans to make Deutsche Telekom the German Data Trustee for its new Microsoft Cloud offer in Germany. Microsoft will offer Azure, Office 365 and Dynamics CRM Online from two datacenters in Germany under a unique model that uses a Data Trustee to control access to customer data. Customer data will only be stored in Germany. The Data Trustee will be T-Systems, Deutsche Telekom’s corporate customer unit. For Deutsche Telekom, expanding the partnership with Microsoft is the next vital step in growing with cloud services for SMEs and enterprise customers.
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- Problem is that we have stereotypes and they tend to be negative. We don‘t see the whole picture anymore but we focus on the problem at hand. (not: We likle the food and look at the cultural achievement of these people, but they are not punctual.
- Perception is more important than reality
- I remember a conference of the Italien association of electical power quite a few yewars ago but it is still on my mind: The start of the conference was set for 10 (which as a German, I found rather late). Since my presentation was second. I thought I should go there by 9 to set up techniligy and talk to the organizers. No one was there, At 10 the first people came and had coffe and a convefrsatiuon. At 11.30 the conference started. The schedule was not important at all. The has an impact on the perception of relaibility on the deliverables. When one is not pinctgual in a meeting, he is not working properly.
- Tje story of a beldgum telfefin company and Internet provider in Belgium: They had outsourced some basic IT function to Indai and we now had w workshop to organizie the second phase of outsourcing. I knew this would be a difficult situation but I was still surprised how little they participated. …. First we do
- Quality seen differently:
- Process quality: Include escalation procedure in your communication agreement
- Is not fluent in English Has a heavy accent Does not like to use Email for complex conversations (problems…) Does not like chat
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- Credibility: German – Konzept; French is overwelmed Denominator Credibility: Someone has suggested to you that there is atrustworthy person or an organization. This is all the information you have and then you go there and you turn to this person. Reliability: You experience the first contact and it all runs as you expected, things run smooth. So you are happy. The next element of Trust is initmacy: You feel close to the person, you feel that the person understands your needs, even beyond the normal way of communication. All these points add up to the degree of trust. It is as if you gave points, lets say from 1-10 for whatever you experience. Then there is the deviding line.
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- A Person that speaks the language of the client
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