microsoft business process outsourcing
DESCRIPTION
“To scale the world’s leading IT organization for future success”TRANSCRIPT
Business Operations
Project Management Office
An overview ddth MMM 2012
Microsoft Business Process Outsourcing “To scale the world’s leading IT organization for future success” Mathias von Bescherer
April 16th 2012 Community
Microsoft in Numbers
Microsoft in Products
Windows 8
BPO
Goal ! Customer
Satisfaction
Co-create
Value
Enable
Change
Vision
Our story so far
Core BPO Categories at Microsoft
Contact Center
Order to Cash
Sales Support
Finance ACS
IT Systems
Legal HR
MS BPO Global Evolution
Staff
Augmentation
Low Value
Offshoring
High Value
Offshoring
Multi Sourcing
Transformation
Globalization
Governance Beyond the Scorecard
How to balance?
Local
Global
• Proximity to suppliers &
customers
• Governance Capabilities
• Timezones & Cultures
• Competitive Benchmarking
Buyers Concerns
• Provider not meeting SLAs
• Excessive staff turnover
• Transition is taking too long
• Where is the promised innovation?
• Where is the proposed efficiency?
Providers Concerns
• We are meeting SLAs but they are still complaining
• No clear priorities given
• Volumes are different
• They are still micromanaging us
• No reasonable forecasts given
Primary Concerns
Microsoft BPO 360° Driving Core Excellence
Governance for
Ops Excellence
Risk
Management Business with
Integrity
Scorecard
excellence
Org Health
Pulse
of CPE
Readiness
1st Time
Right BCM/BCP
Contract
Mgmt
Tribal
knowledge
retention
Green SOX
Audit ready
ROI &
Cogs Mgmt
BPO
360˚
Journey
to
Success
Our Engagements
Scale
• Large scale BPO operations
• 63.000 employees worldwide
• Flexibility and Entrepreneurship
• Competitive Pricing Models
• Long Term Commitments
• Scalability of Processes
• Compliance
• Risk Mitigation
• Quality
• SME Knowledge
Proven Experience Growing Requirements
• US$ 200m global MS BPO portfolio
• 90% of global MS revenue processing
• 20% cost savings
• 12 major transitions in 2011
Complexity
• Industry and business acumen
• Industry, cross-industry solutions
• Horizontal solution accelerators
• Specialization on the Microsoft platform
• Engineered assets and architectures
• Industry, cross-industry solutions
• Comprehensive enterprise platform
• Superior price, performance
• Commitment to research and development
Proven Experience Product & Platform Leadership
Working together, Accenture, Avanade and Microsoft deliver business solutions that enable companies to improve performance, increase strategic advantage, and create real business value. The great
strength of this alliance comes from our unique combination of innovative technologies, deep expertise, and a proven track record of success.” Steve Ballmer, CEO, Microsoft Corporation
| Commercial Ops PMO
Thank you