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About Outsource
Outsource delivers unrivalled content direct to 50,000 influencers and decision-makers at the
heart of the sourcing space. Our in-depth coverage of important events and trends, interviews
with both high-profile industry figures and unsung heroes, and commentary from the
Welcome
Rick Simmonds
Managing Partner
Alsbridge plc
I am delighted that Alsbridge plc, together with Outsource magazine, has been able to organise
this exciting event focussing on innovation through outsourcing. So much of what we see in
the outsourcing industry is worthy but dull cost and control focussed, and a little bit
backwards-looking. Today is all about creativity and a focus on the future. I fully believe in the
power and potential of the right kind of outsourcing partnership to deliver innovation and real
value to businesses. As our world changes and the connected digital environment becomes an
all-pervasive reality, the nature of what we expect from ITO and BPO is changing radically.
I hope that the examples and the thought leadership showcased here today helps to act as a
catalyst for both clients and suppliers to get more from their outsourcing relationships.
At Alsbridge plc we are dedicated to helping organisations make the most of their outsourcing
arrangements, and to leverage partnerships to generate value. I hope that this event contributes
to that vision, and I hope that you enjoy the experience.
Wipro Ltd. (NYSE:WIT) is a leading Information Technology, Consulting and Business Process
Services company that delivers solutions to enable its clients to do business better. Wipro
delivers winning business outcomes through its deep industry experience and a 360 degree
view of Business through Technology helping clients create successful and adaptive
businesses. A company recognized globally for its comprehensive portfolio of services, a
practitioners approach to delivering innovation, and an organisation wide commitment to
sustainability, Wipro has a workforce of over 140,000, serving clients in 175+ cities across
6 continents. For more information, please visit www.wipro.com
Wipro helps customers do business better by leveraging our industry-wide experience, deep
technology expertise, comprehensive portfolio of services and vertically aligned business
model. Our 55+ dedicated emerging technologies Centers of Excellence enable us to harness
the latest technology for delivering business capability to our clients. Wipro is globally
recognized for its innovative approach towards delivering business value and its commitment
to sustainability. Wipro champions optimized utilisation of natural resources, capital and
talent. Today we are a trusted partner of choice for global businesses looking to differentiate
at the front and standardise at the core through technology interventions. In todays world,
organisations will have to rapidly re-engineer themselves and be more responsive to
changing customer needs. Wipro is well positioned to be a partner and co-innovator to
businesses in their transformation journey, identify new growth opportunities and facilitate
their foray into new sectors and markets.
HP offers full-service, industry-specific Business Process Services for corporations and the
public sector. We apply proven technology and use our economies of scale, buying power and
a global industrialised delivery model to drive down costs. Our services can also help you
improve your revenue, speed to market, and customer and employee engagement. Partnering
with HP enables your business to be more efficient and more effective. Our global team of
industry, process and technology experts stands with your team adding our innovation, depth
and experience to your organisation. Our services include:
Business Analytics Services Gain timely access to data and drive value such as targeted
growth, enhanced customer experience and improved product quality
Enterprise Customer Services Services that let you recruit, retain and reward your best
customers anywhere in the world
Human Resource and Payroll Services We provide the HR and Payroll professionals,
technology expertise and best practice processes to help you streamline operations while
cutting overall costs
www8.hp.com/uk/en/home.html
IPsoft automates IT and business processes for enterprises across a wide range of industries.
Our portfolio of world-leading autonomic and cognitive solutions guarantee clear business
outcomes and competitive advantage.
Amelia, our cognitive solution, is an artificial intelligence platform that can understand, learn
and interact as a human would to solve problems. Amelia makes it possible to automate
knowledge work across a broad range of functions. With Amelia able to shoulder the burden of
tedious, often laborious tasks, she partners with human co-workers to achieve new levels of
productivity and service quality.
IPcenter, our autonomic IT management solution, increases efficiency dramatically while
driving higher quality of service however complex your IT landscape. IPcenter utilises virtual
engineers that work like your companys best engineers, but do so faster, cheaper, and with
assured quality of output.
On average, IPcenter autonomically resolves 56% of incidents without any human intervention
allowing you to re-focus your human resources on higher value functions. Our library of virtual
engineers are ready to deploy so you can be sure of banking 35% efficiency gains within 90
days while cutting mean time to resolution (MTTR) by 60%.
www.ipsoft.com/
DTZ is a global leader in real estate services. We provide occupiers and investors around the
world with industry leading, end-to-end real estate solutions comprising of leasing agency
and brokerage, integrated property and facilities management, investment and asset
management, valuation services and building consultancy. In addition, our award-winning
research and consulting services provide our clients with global and local market knowledge,
forecasting and trend analysis to make the best long-term decisions for their continuous
success far into the future. Our pride in everyday excellence reflects the exacting requirements
of occupiers, developers, owners and investors.
Responsive and alert to todays fast-evolving world, DTZ creates solutions for a safe and
prosperous future. We are transforming the world of property services. Serving many of the
worlds greatest companies today, DTZs 24,200 employees operating across 209 offices
in 52 countries offer integrated operations throughout Europe, the Middle East, Africa,
Asia Pacific and the Americas.
More information on www.dtz.com
SPEAKERS
Rick Simmonds Alsbridge Managing Partner
Rick is an outsourcing industry veteran who worked on his first deal
(London Stock Exchange with Accenture) back in 1992 and at the time
that was an innovative deal!
He is now Managing Partner and Head of Financial Services at Alsbridge
plc, having previously held senior sourcing roles at EY and Capgemini.
SPEAKERS
Geraldine Fox Alsbridge Senior Manager
Geraldine has almost 20 years global experience in IT outsourcing.
Geraldine has in-depth experience in all aspects of the Sourcing
Cycle: Strategy, tendering, contracting, negotiations, governance,
benchmarking, and repatriation. Recent client engagements include
Unilever, BBC, Atlas Copco and easyJet.
Mike Donnellan HP BPS leader for sales & strategy across EMEA
Mike Donnellan is the HP BPS leader for sales & strategy across EMEA.
He is the author of three books focussed on the CFO and
enterprise-wide transformation. He was formerly EMEA VP for Xeroxs
BPO business, and is a former Accenture and PwC senior partner.
He is a hands-on innovator in BPO and BPS.
SPEAKERS
Sven Schrter Head of Connected Enterprise Services
Practice at Wipro across Europe, Wipro
Sven heads the Connected Enterprise Services division of Wipro for
Europe and Africa. His organization advises and supports global
enterprises on their transformational journey to become digital
businesses. In his past Sven has led large scale BPM, ECommerce
and Enterprise Portal engagements.
SPEAKERS
Ayan Mukerji Chief Executive, Media and Telecom
Strategic Business Unit & Product Engineering Services, Wipro
In an era of digital disruption, Ayan is responsible for helping clients
across the Telco Media value chain achieve their goals by delivering the
business and technology expertise that enables them to do business
better. Ayan also heads Wipros Product Engineering service line that
creates intelligent products and connected devices for customers
while enhancing engineering and manufacturing processes
across industry sectors.
In Europe we have a
heritage and focus that
ensures that solutions are
tailored to the local market.
www.alsbridge.eu
@AlsbridgeEurope
020 7242 0666
INNOVATION
ADM
CONTRACTS
www.outsourcemagazine.co.uk
FOR FULL
ISIT
EDITION V rce
ou
www.outs
.co.uk/
magazine
ition/
digital-ed
The outsourcing
horror show
ANDY PALFREY
Are you and your
organisation
succumbing to
the lure of the
Optimism Illusion?
ANDREW
BURGESS
We should
embrace, not
fear, the robotics
revolution...
EDITORS WELCOME
The Outsource editor enthuses about innovation, best practice
and an exciting future and, of course, about the latest issue of the
world's leading outsourcing publication...
JAMIE LIDDELL
EDITOR
outsource magazine
outsource magazine
Published by EMP Media
www.outsourcemagazine.co.uk
NAVIGATING
INNOVATION: THE
FIRST THREE STEPS
Puzzled by how to ensure innovation or even how to define it?
What you need is an innovation blueprint.
Figure 1
"We all have different timetables in reaching and realizing that being in healthy
partnership is better than being on our own." Hill Harper
www.outsourcemagazine.co.uk
INNOVATION BLUEPRINT
thrive. The Alsbridge Innovation Blueprint
aims to help orientate organisations and to
approach innovation constructively from the
start, and avoid these misunderstandings.
The Blueprint addresses three fundamental
questions:
Define: What is innovation?
Fund: How will the innovation be funded?
Enable: Are the right enablers in place?
DEFINE: WHAT IS
INNOVATION?
The first problem is one of
definition: any conversation about
innovation in outsourcing begins with
tangle of inconsistent ideas. Thats not
innovation, that is transformation/continuous
improvement/process improvement [delete
as appropriate]!; To be innovative, you
need to be creating a world first One
mans innovation is anothers business as
usual.
It sounds banal, but the consequence
is that the outsourcing market lacks
a common frame of reference; when
suppliers and clients meet to talk
innovation, they talk past each other; and
even within a single organisation, Finance,
Operations, Procurement and Legal lack a
common language when it comes to talking
innovation. It seems innovation doesnt
happen much because we cant agree on
what it is.
This seems absurd, as on a basic level
the definition of innovation is incredibly
obvious. At Alsbridge we define it simply as
creating value by doing things differently.
Dig a little deeper, and it is possible to
find further common strands. In May 2014
we announced 18 awards to recognise
what was possible through innovation in
outsourcing. Our analysis of the awards
showed that all the cases:
Solved a business problem (like
improving C-SAT or reducing churn)
Harnessed an idea or combination of
ideas (such analytics, automation or a
customer channel)
Were viewed as innovative by the
OBSERVED IS THAT
INNOVATION IN
OUTSOURCING
APPEARS MOST
OFTEN TO TAKE
ONE OF FOUR BASIC
FORMS: CONTINUOUS
IMPROVEMENT,
PROJECT INNOVATION,
RADICAL INNOVATION,
AND BUSINESS
INNOVATION
INNOVATION BLUEPRINT
INNOVATION IN OUTSOURCING DOES NOT
HAPPEN
BY ITSELF. IT REQUIRES EFFORT TO
Figure 2
"Collaboration is the best way to work. It's the only way to work, really." Antony Starr
www.outsourcemagazine.co.uk
INNOVATION BLUEPRINT
Alsbridge framework is to recognise variety
in innovation. Make sure you find a funding
mechanism, and a share of risk/reward, that
fits the types of innovation you are seeking,
not a one-size-fits-all approach.
Our 2014 Innovation Awards showed a
wide range of commercial models, but the
majority were variations on two themes: either
a fixed price (a long-term bet by the supplier
that they can deliver the innovation, typically
focused on cost reduction innovations) or
gainshare (a mechanism for apportioning the
benefits of the innovation between client and
supplier when they reach a target level, which
is suited to both cost reduction and revenue
growth innovations).
There are further funding related
questions that need to be aired and
addressed such as finding a sufficient level
and duration of payback for a supplier whose
existing service revenues may fall as a result
of innovation (clients are often too mean and
supplier incentives are often far too low);
finding a means of quantifying the impact
and avoid endless arguments over causation;
and factoring in the value of the IP assets that
the parties bring to innovation.
THE KEY IS TO
RECOGNISE THAT
INNOVATION IN
OUTSOURCING IS
NOT ONE THING:
IT IS A FAMILY OF
OPPORTUNITIES, AND
ONE RECIPE ALONE
WILL NOT SUFFICE
INNOVATION BLUEPRINT
THE FIRST PROBLEM
IS ONE OF DEFINITION:
ANY CONVERSATION
ABOUT INNOVATION IN
OUTSOURCING BEGINS
WITH A TANGLE OF
INCONSISTENT IDEAS
Figure 4
Maximise your
competitive edge
Staying ahead of the competition matters.
HP Business Process Services can help you:
Transform your operations
Manage cash and costs more eectively
Move quickly and boost growth
hp.com/services/bps
AGENDA
13:00 Coffee
14:00 Welcome
14:15 Keynote: The Future of Innovation
14:45 Panel 1: Automation & Robotics
15:00 Panel 1: Q&A
15:30 Coffee Break
16:15 Panel 2: Analytics
16:45 Panel 2: Q&A
17:00 Panel 3: Multi-Channel Engagement
17:30 Panel 3: Q&A
17:45 Closing Remarks
18:00 Networking Drinks
19:30 Close