Many offshore operations fail as the flaws in company processes and systems are uncovered. To avoid failures, it is crucial to think about the plan, the right structure, and the right approach to apply to your business. optiBPO assists companies in setting up dedicated offshore operations in the Philippines. They manage your outsourcing risk by starting small, building trust within the organisation, and then extend from there.
The optiBPO model is unique and has 3 main stages: Plan, Build, and Manage. At each stage, optiBPO do reviews and checkpoints to ensure there are no disruptions to your operations. In this interview, Jamie McBrien joins us to talk about the steps they take in guiding a client who wants to do offshore business.
Wayne Bucklar: My guest today joins me from Sydney, Australia. He is Jamie McBrien, the CEO of optiBPO. Jamie welcome to the program.
Jamie McBrien: Yes, thank you Wayne for having me.
Wayne: It’s always a pleasure. Now I know the last time you’re on we’re talking about optimizing business process offshoring. That’s a mouthful. What are the prerequisites for offshoring and outsourcing?
Jamie: One of the things that’s really important before we think about offshoring and outsourcing is are we ready? A lot of our clients jump into it too quickly without spending the right time up-front to think through the plan, to think about the right structure, to think about the best approach. They throw the activity across the fence, it doesn’t quite work out for them, things fall on a heap, and then they say offshoring or outsourcing doesn’t work – that’s not the case.
Wayne: Now you work onshore to make sure that offshoring is successful. What is it that you do with a firm onshore?
Jamie: There are things that we work through, the three main phases, there’s the plan, build and manage. In that first phase of planning, what’s important is to have a look at the organization and say, ‘Are we ready?’ And by readiness, we mean ‘Do we have the right processes in place?’ A lot of the time, organizations have improvements that are required with their processes to get them up to the right level. We need to review those processes, and think about what’s needed to get them there. That also includes making sure supporting standard operating procedures and documentation, and other work instructions are in place. An organisation can get away with some of these things being missing when you’ve got a team sitting next to you with an offshore team, you need to make sure that you have all of these things in place as a priority. So while they make business sense even just onshore, they raise to a critical requirement in the offshore world. Another thing that’s important too is to think about the organization structure. The structure that could be in place onshore, in Australia, in New Zealand, Europe, may not be replaced one to one with the offshore organization. And by that, it doesn’t mean that you need extra resources to fill a capability gap, it is just that you need to think through your offshore leadership structure, and onshore interface. There is also the opportunity to consider how you could build additional capacity that you might not otherwise be able to do onshore. We also need to think – ‘Do we have the right systems in place?’ One of the great things about 2017 is the embracing of cloud technology, and that most systems can be accessed remotely. However, we still want to make sure we’ve thought all through those things to make sure that they are all ready. So, in summary, there’s the process question, the structure question, and the system question, that are important to work through to ensure success.
Wayne: I’m in conversation today with Jamie McBrien, the CEO of optiBPO and I’m chatting to him from Sydney, Australia. It’s fair to say Jamie, Sydney is just one of the locations you work in, where else do you function?
Jamie: Our offices are in Sydney and London. Our Sydney office supports clients in the Australia and New Zealand. Our London office supports clients in Europe which we have growing presence in.
Wayne: And we’ve just been talking about the steps that you need to take client firms to ensure that their business processing and offshoring is optimized and that they’re ready onshore to function well offshore. Now outsourcing is a really big word, what types of outsourcing should we’d be thinking about?
Jamie: I think one of the things that makes us different, given the advisory services that we provide onshore is that we work with organizations to take them through the different parts of outsourcing that are right to them. While we plan, build and manage dedicated teams, sometimes that isn’t the best solution for certain functions. Some other key areas where that might not be the right answer is right contact or call centers that you need a specific technology and systems and solutions in place to be successful. Sometimes Payroll in certain industries is better served by specialist providers, as well as areas of IT, including specific development and support requirements. We work with clients to determine what’s best for them and to point them in the right direction. We aren’t afraid to put our hand up when we cannot provide the best solution.
Wayne: Jamie, is that the case that there’s a lot more work needs to be done than just basically shipping the work offshore. Do you need to get a plan or a strategy in place for this?
Jamie: Yes, everything in business needs a plan. It’s really critical to get the right plan in place. We always encourage our clients to manage risks and to avoid service disruption, and the best way to achieve that is to start small, get the team working. That gives you confidence as someone who’s embarking upon something new, taking a small step that are retractable, getting it right, getting confidence, building that trust within the organization, and then extending it from there. Sometimes this would take a longer than what some people might think to get to realize the benefits but that time spent up front, we think is essential to get things right in the longer term.
Wayne: Jamie, for people who want to know more, how can they get hold of you?
Jamie: We’ve got our website optiBPO.com or you can call me directly. Our contact details for our Sydney and London office are on the website. My phone number in Australia is 02 8071 4155.
Wayne: Jamie, it’s been a pleasure having you with me. Thank you for your time.
Jamie: Thank you Wayne.
You can also watch Jamie McBrien’s first interview about optiBPO. Click here.