Business process outsourcing
Today’s market
Businesses need to maintain their profitability by delivering ever-higher levels of customer service and seeking ways to cut costs, particularly in non-core areas of the business.
Internal support functions, such as finance, HR, marketing and communications add cost but are critical to the efficient running of any business. As these services do not operate in a competitive market, it is difficult to assess whether they deliver efficiently or at least cost. It is also difficult to manage staffing levels due to peaks and troughs in demand, often incurring extra cost for temporary staff, not of the same calibre as permanent employees.
Shared services are increasingly identified as a means of reducing cost and improving the delivery of high volume, non-core, but business critical services. Staff, from across the business, are co-located so that their expertise and services can be ‘shared’ between different business units within an organisation. The benefits include eliminating duplication of effort, rapid sharing and take-up of best practice and a strong focus on customer service.
With high speed communications, shared services centres can now be sited in locations that are geographically distant from the client’s site but which enjoy local, well-educated workforces and lower labour costs, further protecting the bottom line.
How Logica Consulting can help
Logica Consulting designs and delivers business process shared services (BPSS) that increase quality of services while reducing the cost of service delivery. We help companies to establish appropriate shared services business models and then deliver them.
Logica Consulting first determines the strategy and objectives for the relevant business units with the client organisation. The business case for a shared services centre is then developed to validate the high-level strategy. This is underpinned by rigorous financial analysis and scenario testing.
Drawing upon our management and technical consultancy and systems integration skills, we then design BPSS solutions tailored to the individual requirements of each client organisation. Our solutions are holistic; incorporating organisational culture, skills requirements, business processes and the technical environment of the client organisation.
Working closely with our clients, we then support the transition to a shared services environment, migrating processes and systems and re-training staff.
By diligently monitoring each shared services centre’s performance against key performance indicators and proactively making improvements, we ensure that each BPSS solution continues to deliver cost savings and quality of service.
Logica Consulting offers nine key services:
- Business benefits management: we build the business case and supporting financial plan for a shared services centre and develop key performance indicators to track measurements and align BPSS with clients’ business objectives.
- Change programme management: we manage the overall programme including transition activities and the development of communication plans. A crucial part of this process is ensuring stakeholder commitment to BPSS programmes.
- Benchmarking: we help clients benchmark the performance of their businesses against industry standards.
- Processes and service levels: Logica Consulting redesigns internal processes for a shared services environment. We design the service levels against which the shared services centre must deliver.
- Organisation and culture design: we assess existing organisational culture against the culture required for BPSS and identify the necessary changes in skill sets and mindsets for customer facing service delivery.
- People development: Logica Consulting helps in the transition to the new shared services model. This support comprises recruitment, training, HR policy, systems and remuneration schemes.
- Technology and data infrastructure: we use our systems integration expertise to assess, design and build effective and efficient shared services delivery platforms.
- Location: we find the right location for shared services centres to meet our clients’ cost reduction strategies. Our research takes account of local linguistic ability, cultural understanding, geographic proximity and local labour skills and costs. We ensure that staff transition to the new location is as smooth as possible.
- Tax and regulation: Logica works in 34 countries worldwide and has expertise in the tax and regulatory regimes of shared services centre locations. We design BPSS solutions to take advantage of these and keep customers informed of new tax and regulatory developments that may impact upon them.
Logica in business process shared services
Logica has a history of successful shared services delivery with many real life case studies. Our business process shared services capability extends from business case development to the implementation and operation of shared services centres.
We deliver professional shared services, benchmarked against the best in the industry.
Our teams are drawn from our global pool of highly experienced sector specialists and process design experts and are tailored to meet clients’ individual requirements. We take responsibility for people, processes and systems in the shared services model.