{"id":1669,"date":"2010-05-30T10:35:00","date_gmt":"2010-05-30T10:35:00","guid":{"rendered":"http:\/\/localhost\/projects\/horsesforsources\/thundering-hooves-053010\/"},"modified":"2010-05-30T10:35:00","modified_gmt":"2010-05-30T10:35:00","slug":"thundering-hooves-053010","status":"publish","type":"post","link":"https:\/\/www.horsesforsources.com\/thundering-hooves-053010\/","title":{"rendered":"The Buy Family thunders home yet again!"},"content":{"rendered":"

Aside from airline strikes, ash clouds, oil leaks and Sarah Palin’s\u00a0plea to\u00a0“drill baby drill” (what a brilliant faux pas that was), global media attention\u00a0was briefly\u00a0diverted to Edinburgh, last week,\u00a0as some of BPO’s top buyers and providers bravely\u00a0duked it out\u00a0under the lilac-neon lighting at SSON’s <\/strong>European Shared Services & Outsourcing\u00a0Week<\/strong><\/a>.<\/strong>\u00a0\u00a0<\/p>\n

The occasion was the “Thundering Hooves”, where HfS nervously stood between two aggressive teams of buyers and providers eager to prove they could thunder more thunderously.\u00a0 Moreover, with the incentive of a coach-class ticket to tour WNS’\u00a0facility in Mumbai, with only a 20 hour-layover in Nairobi and Dakkar (industrial action and political unrest permitting), the tension was akin to a frenzied\u00a0iPad queue with fast-depleting inventory.\u00a0<\/p>\n

\n

\"\"<\/p>\n

The thundering victorious "Buy Family" (pictured left-to-right): Graham Russell (Astrazeneca), Simon Newton (KimberlyClark) and John Transier (Unilever)<\/p>\n<\/div>\n

The deliberations\u00a0began well for the Sell Family, comprised of Genpact’s Smooth Operating Officer Tiger Tyagarajan, WNS’s Chief Mischief Officer, Deborah Kops, and PA Consulting’s Huw Grant-Watkin.\u00a0 Could they come back after their catastrophe in Orlando in February?\u00a0 The vast crowd watched on\u00a0with baited breath (it had to be with all the haggis and\u00a0smoked-salmon\u00a0vol-au-vents floating around)\u00a0as they second-guessed\u00a0how hundreds of shared services and outsourcing executives\u00a0answered the following questions:<\/em>\u00a0<\/span><\/p>\n

\n

    \n
  • The Buy Family:\u00a0 What phrase from your service provider makes your blood boil the MOST?<\/li>\n
  • The Sell Family: What phrase from your clients makes your blood boil the MOST?<\/li>\n
  • The Buy Family: How important is achieving innovation from your service provider in BPO engagements to your operational leadership?<\/li>\n
  • The Sell Family: How much importance are your clients placing on achieving innovation in their engagements beyond cost-reduction?\u00a0<\/li>\n
  • The Buy Family:\u00a0 To what extent has your primary BPO service provider met your expectations with its provision of quality resources (i.e. personnel and technology) to your current engagement to help you achieve innovation?<\/li>\n
  • The Sell Family:\u00a0 To what extent has your primary BPO client \/ clients met your expectations with their provision of quality personnel and resources to help them achieve innovation?<\/li>\n<\/ul>\n

    It looked like the Buy Family, comprised of the\u00a0global finance shared services and sourcing leads from Astrazeneca (Graham Russell), KimberlyClark (Simon Newton) and Unilever (John Transier) were struggling to recover from\u00a0the previous\u00a0evening’s deluge of bagpipes and sourcing advisors.\u00a0 However, they dug-deep through the\u00a0cerebral\u00a0fog and summoned up the inspiration to take the fight back to the Sell Family, by pulling level on points after the remaining questions:<\/span><\/em><\/p>\n

      \n
    • The Buy Family: What is the primary reason your provider thinks is preventing you from achieving innovation?<\/li>\n
    • The Sell Family:\u00a0 What is the primary reason your\u00a0clients thinks is preventing\u00a0them from achieving innovation?<\/li>\n
    • To both Families: Which outsourced business processes have the most innovation potential over the next 24 months beyond standard operational delivery?\u00a0<\/li>\n
    • To both Families: What attributes are\u00a0enterprises looking for these days when selecting a BPO provider?<\/li>\n
    • The Buy Family: What is the worst<\/span> clause in your contract?<\/li>\n
    • The Sell Family:\u00a0What clauses do you hate the MOST among your clients\u2019 contracts?<\/li>\n
    • To both Families: Where can we honestly go for IMPARTIAL, UNBIASED, UNFETTERED, and BALANCED advice?<\/li>\n<\/ul>\n

      So it all boiled down to a tie-break question:<\/span><\/em><\/p>\n

        \n
      • Who announced their acquisition of ExcellerateHRO today?<\/li>\n<\/ul>\n

        “ACS!” buzzes Deborah Kops.\u00a0 Realizing she’d\u00a0forgotten to name ACS’\u00a0new owner, John\u00a0Transier, (quicker on the buzzer than a British Airways\u00a0cabin staffer\u00a0at an any excuse to take another month off despite the fact\u00a0\u00a0we already earn twice what\u00a0our competitors get paid <\/em>meeting),\u00a0\u00a0added “Xerox”.\u00a0 With this sudden-death deft play it was all over… the Buy Family had,\u00a0once again, prevailed to thunder over\u00a0its providers.\u00a0 We did try and get John to comment on how he was\u00a0celebrating the victory, but\u00a0a Nigerian prison warden explained he was currently indisposed…<\/p>\n

        \n

        \"\"<\/p>\n

        The not-so-thundering Sell Family (pictured left-to-right): Deborah Kops (WNS), Huw Watkin (PA Consulting) and NV 'Tiger' Tyagarajan (Genpact)<\/p>\n<\/div>\n

        \"\"<\/p>\n

        It's a Thundering Family Affair, with your hosts (left-to-right): Phil Fersht and Lee Coutler from Horses for Sources<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

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