BPO Journey – Challenges &

Success Factors

Dr. Jamal Al-Enezi Team Leader Information Security

Corporate Information Technology Group, Kuwait Oil Company (KOC)

• PhD in Computer Engineering, Brunel University UK

• Masters in Computer Engineering, Kuwait University

• Head of IT PMO for K-Companies

• 20+ Years of experience with Oil & Gas Industry in Information

Technology Domain

• Expertise/Skillsets : Strategic Planning, Information Security,

Enterprise Architecture , Communication & Networking,

Business Continuity

• Professional Affiliations: IEEE, Kuwait Society of Engineers,

Kuwait Information Technology Society

• Email: jenezi@kockw.com | Mobile : +965 67679666

Dr. Jamal Al-Enezi, PhD

• Introduction • What is BPO? • BPO Models • Pros & Cons

• When to Outsource? • Kuwait: Adoption & Trends • Challenges- External & Internal • Key Success Factors • Q & A

Agenda

BPO Journey: Challenges & Success Factors

What is BPO?

OUTSOURCER COMPANY Services

Organization

Level

Agreements

OLAs

Service

Level

Agreements

SLAs

Business Process Outsourcing: “the strategic use of outside resources to perform

activities traditionally handled by internal staff

and resources” Dave Griffiths Author of The

Theory and Practice of Outsourcing

Governed by

Examples of Services Being Offered By BPO

BPO

Customer

Support/

Call

Center

Data

Entry

Technica

l

Support

Finance & Accounting

Tele

Marketing

Insurance Processing

IT

Helpdesk

HR

BPO Models

Classic Outsourcing

BOT/BOOT Managed Services

Wholly Owned Subsidiary Joint Venture

Internet Based

SaaS/Cloud Computing

BPO: The Pros

Focus on

Core Business

Improved

Productivity

Improved

Service Level Decreasing overall

organizational spend

Access to

many skillsets

Retain Optimal

Employees

BPO: The Cons

Loss of

Tacit Knowledge

Strategic

Misalignment

Security Issues

Loss of

Management Control

Reduced

Employee Loyalty

Restoring Operation

is Complicated

BPO: When to Outsource?

Grey

Area

Not

Outsourced

In House

if Possible Outsource

Competitive

Strategic Non-Strategic

Non-Competitive

The PricewaterhouseCoopers Model

KUWAIT Outlook : Adoption & Trends

Classic Outsourcing

BOT/BOOT Managed Services

Wholly Owned Subsidiary Joint Venture

Internet Based

SaaS/Cloud Computing

BPO: Challenges

Finding the Right Provider

Data Privacy &

Information Security

Legal & Regulatory

Restrictions

Resistance to Change Language & Cultural

Dimensions

BPO: The Success Factors

Set Clear Goals

Manage the

Relationship

Consider the

Intangible Benefits

Evangelize the Change Know Your Strengths

and Weaknesses

Apply a Structured

Transition

1. Know what you want

2. Choose the appropriate provider with the right SLAs

3. Evangelize Change within your Organization

Take Away:

Thank You