I’m on a webinar by HfS Research: my first direct encounter with Phil Fersht’s organisation. It’s a where-are-we-going session called “Outlook for the Extended Enterprise”. This post will update live, as we go.
Primarily we’re discussing “extended’ in the sense of multiple outsourced operations, not of industry alliances and cooperative business. HfS’s own research, done in conjunction with KPMG, seems to be painting quite a poor picture of outsourcing value beyond running standard operations. “Talent, technology and analytics value”, Phil asserts, are frequently absent. Once the initial savings are off the books, value doesn’t develop in, for example, exploiting “big data”.
Business-enablement of IT is a gap. I’m beginning to feel like this conversation might have happened equally any time in the last ten, perhaps 20 years. What’s interesting is a breakdown of “BPO maturity” into four quartiles. There seems to be a gap which companies are about to cross to get into the top quartile.
What are the problems? Fear of change; lack of vision; silo operations. The espoused change is to a centre-led organisation; the pros and cons of this haven’t been discussed though. The point’s already been made that perhaps not all enterprises can achieve effective globally-managed business services (which means IT, HR and so on). Maybe that should be “… nor should they”?
Microphone being passed to Ed Caso of Wells Fargo Securities. He’s a senior analyst and has just switched the screen to presenter split-screen. Finally got into proper presentation mode. He’s offering a survey, I think, of the key providers in the outsource market. It’s the sort of analysis which Gartner and the others started out in … Some comments about the financial situation in India and its impact; changes in some providers. And a note that a lot of early 10-year contracts are coming up for review and re-tender. There are visa and immigration issues in several major economies, which might drive more work offshore as it becomes harder to identify skilled staff entitled to work in the home country.
Enterprise-wide sourcing is linked to wider awareness of options, a portfolio approach (provider, location and skills) rather than single-source, hybrid cloud usage, and worries about data security post-Snowden (see my previous post on this). And the providers are further challenged by SMAC (Social, Mobile, Analytics, Cloud): opportunities for the providers, but long term contracts don’t fit the speed of technology development. There’s still a tendency to be more comfortable with deliverables-based contracting rather than value-based.
Another change of speaker: Mike Friend of HfS. Where Caso was US-focussed, Friend is looking at Europe in the context of some fiscal optimism. There’s a prediction for IT oursourcing to grow at around 3.5% through the next four years, and BPO 6.1%, led by the UK market and particularly public sector spending. He’s mentioning a lot of individual companies.
So where do we go? Charles Sutherland of HfS takes over on process automation – that is, avoiding direct people costs – invoking more capable and “friendly” tools. This is still in the context of sourcing: looking for providers who can offer this as a way forward. It’s a potential differentiator in the market. Sutherland is encouraging buyers to look beyond simple cost. He’s suggesting what the signs might be that this is moving in the market, through 2014.
And the final speaker: Ned May of HfS on “the impact of digital”: the SMAC stack again, emphasising the need to embrace all four elements. The speaker does accept that “digital is not new” but I thought it had been around at least since the inauguration of the Web in the mid 1990s. The examples seem to be describing how what goes round comes around, perhaps with a new view of its capabilities. Experimentation will change to planned projects, but skunkworks projects will be of value. This isn’t just a technology change, it’s a mindset change. Some people have been saying this for a long time!
And finally: workforce issues, Christa Degna Manning. Who doesn’t seem to be accessible … emphasising the importance of a back channel for management issues on web calls! The issue is HR outsourcing as, like other areas, this moves to second/third generation outsourcing. Perhaps no longer primarily to support the HR practitioner, but to support and develop the employee.
The key question is whether this is still same-old outsourcing, or whether the trends discussed earlier apply here too. That is, to look for what the webinar regards as higher-maturity outsourcing: the role of talent, for example, and long term benefits; managing contractors and non-employees; connection through collaboration technologies and perhaps to the world of crowd-sourcing and micro-work contracting (think Amazon Mechanical Turk). I’m reminded of John Adair’s long-established Venn diagram depicting management as the intersection of Task, Team and Individual.
Webcast preview link: http://www.horsesforsources.com/the-hfs-2014-outlook_012814. A replay link when I have it.
Over time, but a couple of quick questions to wrap up. The question of handling IP (I presume this means the IP that the outsource process generates). Providers like to be able to re-use (perhaps by back-licensing) processes, for example, developed within a contract. A bit more elaboration about “digital”. I clearly need to figure out what HfS mean when they say “digital” but I think it means digitally-captured business information from, perhaps, unconventional, distributed, and big-data sources. And a question about how this works in a shared services model (which is not the same as global business services, even within the one enterprise).
Time to drop off the call. I’ll add some reflections, and tidy this up, tomorrow.