Transcript IBM Procurement Services Overview

Welcome CFIT to IBM Costa Rica !
CARL INGERSOLL
Director & Delivery Center Leader
March 2011
© 2010 IBM Corporation
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Meet IBM Global Process Services.
We are next-generation BPO.
 Innovating business processes to help differentiate a client’s enterprise.
 Creating value that contributes to top-line growth and bottom-line savings.
 Applying an end-to-end, analytics-driven methodology and toolset that
allow us to commit contractually to measurable outcomes for our clients.
 Defining what it means to be global, enabling clients to take advantage of
the opportunities of a global economy.
© 2010 IBM Corporation
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IBM Global Process Services helps your company achieve these
imperatives. Our portfolio is structured to innovate the processes with which
you manage the relationships in your ecosystem.
In any organization
Customer Relationship
Management is
about managing your
company’s relationships
with its customers.
Across a range of industries
Finance and Administration
is about managing your
company’s relationships
with its B2B customers.
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Human Resources
is about managing your
company’s relationships
with its employees.
Supply Chain Management
is about managing your
company’s relationships
with its vendors.
© 2010 IBM Corporation
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Banking
Consumer products
Financial services
Healthcare
Insurance
Life Sciences
Media and entertainment
Public sector
Retail
Telecommunications
Transportation
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IBM Global Process Services takes a balanced-shore approach to
outsourcing. Whether your ecosystem is global, regional or local, we align
our process delivery to your unique needs while leveraging our global
capability for innovation.
SHANGHAI
GREENOCK
SWANSEA
KRAKOW
DALIAN
TORONTO
COVENTRY
TAUNTON
JEONJU
TULSA
ST. JOHN
BUDAPEST
BEAVERTON
BOULDER
SAPPORO
DELHI
DUBLIN
DURHAM
CHANDIGARH
GREENVILLE
BRAGA
TOKYO
TUCSON
SOFIA
BRATISLAVA
PUNE
DALEVILLE
OKINAWA
CAIRO
SAN JOSE
MUMBAI
KOLKATA
HORTOLANDIA
MANILA
VIZAG
F&A
HR
SCM
CRM
Industry-specific
BANGALORE
BRISBANE
BUENOS AIRES
CHENNAI
MONTEVIDEO
BALLARAT
© 2010 IBM Corporation
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Our end-to-end, analytics-driven methodology provides continuous innovation
and quality improvement in our clients’ business processes.
EPIC
Enterprise Process Innovation Continuum
Assess process maturity
with greater speed and
increased accuracy.
Institute IBM’s proven best
practice process models
and benchmarks.
Dynamically manage and
analyze performance
in real time.
© 2010 IBM Corporation
WHY COSTA RICA?
© 2010 IBM Corporation
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WHY COSTA RICA?
Location is a platform to the world
© 2010 IBM Corporation
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WHY COSTA RICA?
Costa Rica is the safest country in Latin America
Source CINDE
© 2010 IBM Corporation
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WHY COSTA RICA?
Costa Rica has also experienced a consistent growth in its service
exports
Service Exports
US$ billion
2.2
2.1
2.0
1.9
1.7
1.6
1.6
1.4
1.1
1.0
0.9
0.9
0.8
1.1
0.6
0.6
0.7
0.7
2009
2010 e/
0.4
0.2
2004
0.3
2005
Tourism
2006
2007
Services (Not FTZ)
2008
Services (FTZ)
Source: CINDE based on data from BCCR and PROCOMER, 2011
e/: Estimate
© 2010 IBM Corporation
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Costa Rica Business Controls Overview
EDUCATE
ADVISE
POPULATION
 Employee training & coaching
 Workplace & Data Security
Business
 Desktop Procedures and Record Management
Controls
 Documents of Understanding
 Separation of Duties
INDEPENDENT
REVIEWS
 Testing
ADVISE
 Management reporting
© 2010 IBM Corporation
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A Continuous Improvement Framework Provides a Constant Focus
on Achieving Smarter Delivery
The Pillars of Continuous Improvement
Six
Lean
Building error-free
process that deliver
flawless quality
and
Identifying and
eliminating nonvalue added
activities/waste
by deploying
7 levers of Lean
Automations
Reducing process
input errors,
reduction
in cycle time and
non-value added
activities
Q
Quality
Assurance
Quality Assurance
of incoming,
in-process
and outgoing
transactions
/tasks - employing
QA methodologies
and
statistical analysis
Cost &
Operational
Analytics
Cost and Volume
analysis against
internal and
external standards
to drive lowest
cost
attainment with
consistent reporting
for Solution and
Delivery processes
Productivity
Tools
Tools to facilitate
productivity
optimization
and improved
performance
Monitoring
Standard Best
Practices
Action plans with
innovative
concepts
and best practices
that yield
measurable
and sustainable
results
Focused on driving significant results in cost savings; and improved quality and service levels
© 2010 IBM Corporation
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Business Continuity and Disaster Recovery Planning
IT Recovery
Loss of
IT
 Procedures to recover the IT infrastructure (i.e.
network connections, telephony, etc) in case of a
disruption.
Workplace Recovery
 Procedures and infrastructure to enable
employees to resume business processing if all
or part of the Delivery Center is unavailable. May
include working at an alternate site.
BCP
BCP
Loss of
Site
Personnel Recovery
Loss of
People
 Processes and procedures to be used if
personnel needed to perform services are
partially or completely unavailable. Business
processes will be prioritized and processing will
continue on a reduced resources basis.
© 2010 IBM Corporation
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