2. Learning Objectives:
By the end of this session, you will
be able to-
• Understand why outsourcing
providers need to pursue
excellence
• Understand the different
components of “excellence” and
what they mean
• Understand what methods are
used by companies to pursue
excellence
3. Topics Index
How do companies choose
1 outsourcing providers?
In this session we are going
to:
2 What does excellence mean?
• Understand why
outsourcing providers
The Three cornerstones of need to pursue excellence,
3 excellence and how they do it
4 Pursuit of excellence
5 Discussion
4. Topics Index
How do companies choose
1 outsourcing providers?
In this topic we are going to:
What does excellence mean?
2 • Understand how
organizations choose
The Three cornerstones of which outsourcing
3 excellence providers to work with
4 Pursuit of excellence
5 Discussion
5. Choosing a Service Provider
• Jimmy is a high school student. He aspires to get into a
good engineering college to pursue a bachelor’s degree in
Computer Science
• To meet his goal, he must score well in the standard
entrance test for the best engineering colleges
• In a hyper competitive environment, Jimmy knows that he
must join a coaching institute to help him prepare for the
test
• How should he choose between the available coaching
institutes?
6. Choosing the Coaching Institute – Drivers
• Quality of Coaching
• Past results
• Relevance of Curriculum
• Quality of Teachers
• References from past customers
• Price
• Perception of “Value” rather than cost
• Convenience
• Location
• Time commitment
6
7. Choosing the Coaching Institute – Measures
How do you assess the suitability?
• Compare with competition – “benchmark”
against competition
• Compare with past record – “benchmark”
over time
• Compare against your needs
7
8. Choosing the Coaching Institute – Competition Benchmarking
Criterion Institute A Institute B
Success Rate (%) 25% 35%
Number in Top-100 5 7
Business Today Rank 4 2
Feedback from students (1-10) 8 8
Fee / month (Rs.) 3,000 4,500
E-Learning availability (1-10) 8 0
Location (1-10) 9 3
8
9. Choosing the Coaching Institute – Competition Benchmarking
Criterion (Institute-A) 2002 2004 2010
Success Rate (%) 28% 32% 25%
Number in Top-100 10 8 5
Business Today Rank 1 3 4
Feedback from students (1- 8 - 8
10)
Fee / month (Rs.) 1,500 2,200 3,000
E-Learning availability (1-10) 0 2 8
Location (1-10) 9 9 9
9
10. Topics Index
How do companies choose
1 outsourcing providers?
In this topic we are going to:
2 What does excellence mean?
• Understand what
excellence means for an
The Three cornerstones of outsourcing provider
3 excellence
4 Pursuit of excellence
5 Discussion
11. 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
11
12. Discussion
Can you think of examples of "best-in-class" product or
service? Can you think of a company that demonstrates a
commitment to continuous improvement?
12
13. Topics Index
How do companies choose
1 outsourcing providers?
In this topic we are going to:
2 What does excellence mean?
• Understand the three key
enablers of organizational
The three enablers of excellent performance
3 performance
4 Pursuit of excellence
5 Discussion
15. People
• Hire the right people
• Invest in skill development
• Encourage Innovation
• Build communities
15
16. Process
• Implement best-in-class processes
• Measure process performance
• Benchmark process performance
• Invest in continuous process improvement
16
17. Technology
• Leverage Technology for
• Speed
• Cost Reduction
• Reach
• Consistency
• Evaluate innovative use of technology
• Partner with technology providers
17
18. Topics Index
How do companies choose
1 outsourcing providers?
In this topic we are going to:
2 What does excellence mean?
• Understand what
organizations do to pursue
The three enablers of excellent excellence
3 performance
4 Organizational Initiatives
5 Case Study
19. Pursuing Excellence
Thought Leadership
Centers of
Excellence
Partnerships
19
20. Partnerships
• Partner with technology companies like Oracle,
Microsoft, IBM
• 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
20
21. Example of a partnership
• Industry • Industry
Expertise Expertise
Hero Maruti
Honda Suzuki
Microsoft Zensar
• ERP • Software
Product Services
21
22. 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
22
23. 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
23
24. Thought Leadership
Event
Presentations
Industry
White Papers
Forums
Viewed
As
Trusted
Advisor
25. Topics Index
How do companies choose
1 outsourcing providers?
In this topic we are going to:
2 What does excellence mean?
• Understand what
excellence means for an
The three enablers of excellent outsourcing provider
3 performance
4 Organizational Initiatives
5 Case Study
26. 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)
27. SRO Discussion Questions
1. Why does the University need to pursue
excellence?
2. Is People/Process/Technology important for
the University?
3. What are some initiatives the University can
undertake to pursue excellence?
28. Summing Up…
• Organizations compare outsourcing providers before
deciding who to do business with
• Outsourcing providers need to pursue excellence
continuously to be viewed as the best in the industry
• People, Process and Technology are the 3 key enablers of
excellence
• Organizations use initiatives like Centers of Excellence,
Partnerships and commitment to Thought Leadership to
pursue excellence
29. Session Outcomes:
You should now be able to-
• Understand why outsourcing providers need to
pursue excellence
• Understand the different components of
“excellence” and what they mean
• Understand what methods are used by companies
to pursue excellence
