{"id":1748,"date":"2010-01-24T14:31:00","date_gmt":"2010-01-24T14:31:00","guid":{"rendered":"http:\/\/localhost\/projects\/horsesforsources\/the-industry-speaks-part-ii-when-the-labor-arbitrage-deals-dry-up-and-they-will-customers-will-select-vendors-that-can-deliver-business-value-beyond-basic-low-cost-services\/"},"modified":"2010-01-24T14:31:00","modified_gmt":"2010-01-24T14:31:00","slug":"the-industry-speaks-part-ii-when-the-labor-arbitrage-deals-dry-up-and-they-will-customers-will-select-vendors-that-can-deliver-business-value-beyond-basic-low-cost-services","status":"publish","type":"post","link":"https:\/\/www.horsesforsources.com\/the-industry-speaks-part-ii-when-the-labor-arbitrage-deals-dry-up-and-they-will-customers-will-select-vendors-that-can-deliver-business-value-beyond-basic-low-cost-services\/","title":{"rendered":"The Industry Speaks, Part II: When the labor arbitrage deals dry-up (and they will), customers will select vendors that can deliver business-value beyond basic low-cost services"},"content":{"rendered":"
<\/span><\/strong><\/div>\n

\"Ari_gold2\"<\/a>Fed up\u00a0with short, punchy news titles\u00a0such as\u00a0“Outsourcing is Dead”, or “My Delivery Manager Ate my Hamster<\/a>“, designed purely to capture your attention with minimal substance?\u00a0<\/p>\n

Well,\u00a0salvation\u00a0can be found\u00a0right here, as long-winded\u00a0rambling ones are going to be all the rage this year, so here’s one to send you into a tail-spin:\u00a0 “Infosys will buy Capgemini, then IBM will acquire the newly-merged entity before spinning it out as part of a\u00a0joint-venture with Deloitte, GE and Macdonalds”.\u00a0 Actually, before you hurry out to purchase some stock in the Golden Arches, I just made that up…<\/p>\n

<\/span><\/strong><\/p>\n

Instead, let’s talk about outsourcing vendors, and what on earth<\/em> they are going to do when these tasty labor-arbitrage deals start to\u00a0fizzle-out.\u00a0 As we discussed at length back in November<\/a>, operational service provision is commoditizing and leveling the playing field.\u00a0\u00a0Customers did their planning during the recession, and, now armageddon has (apparently)\u00a0been averted, it’s time to execute<\/em> on that planning.\u00a0 And part of many customers’ planning right now, is to take advantage of moving operational support offshore and driving out some cost.\u00a0<\/p>\n

This is bonanza-time for the offshore-specialists\u00a0that can deliver basic IT and BPO services at competitive prices.\u00a0 Contract-signings that were delayed during the painful recession months are now in full-swing, service\u00a0vendors are reporting healthy results and even the sourcing advisors<\/a> have stopped moaning about their lack of deals, and are making money again.<\/p>\n

<\/p>\n

However – let’s not get too carried away.\u00a0 While the outsourcing market has rebounded, and it’s\u00a0likely to remain strong for most of 2010 (read Part\u00a0III when I get around to the next piece shortly), these labor-arbitrage deals are not infinite<\/em>.\u00a0 Once customers have moved out as much of the easy work to service providers as they can, their focus will move to finding that next tranche of productivity, and it’s not going to be as simple as documenting standard processes and training an offshore team to replicate them.\u00a0 Customers may be delighted today that they trimmed 30% on this, and 50% on that, but next year those costs are eradicated and they won’t keep harking back to that successful outsourcing initiative they did back in ’09<\/em>.\u00a0 They’ll be looking at what initiatives they can take advantage of next<\/em>.<\/p>\n

So when we spoke to 1055 customers<\/a>, intermediaries and vendors across the global sourcing industry earlier this month, we drilled into the criteria behind vendor selection decisions, with an eye on how these decisions will be made in the future:<\/em><\/p>\n

<\/span><\/div>\n

<\/p>\n

Figure 1: When evaluating vendors, financial stability and operational excellence are the table-stakes. Business transformation capabilities are the differentiators<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n

<\/span><\/p>\n

\u00a0\"\"<\/a><\/a><\/span><\/span><\/span><\/span><\/strong><\/p>\n

Vendors need a proven delivery record and financial stability just to get to the table.<\/strong>\u00a0 The vast majority of buyers now see these as table-stakes just to start a discussion.\u00a0 The Satyam fiasco has left some sore memories with customers,\u00a0who do not\u00a0want to\u00a0experience a repeat\u00a0 of their\u00a0vendor going belly-up, like Satyam almost did.\u00a0 Would you sign up with an electricity provider who might go out of business?\u00a0 The same applies to whomever is processing your business transactions and managing your IT.<\/span><\/p>\n

Moreover, with the industry for commodity work (i.e. technical support, application development, transactional accounting etc.) now quickly maturing, there’s little room for companies without proven customer successes and experience within the customer’s industry.\u00a0<\/span><\/p>\n

Once at the table, customers are asking “what else can you give me?”<\/strong>\u00a0 Quite simply, there are several vendors\u00a0today pushing services within a similar price-band and sufficient track record of successful delivery.\u00a0 Furthermore, most large enterprises have already experienced offshoring and outsourcing varying degrees of their operations for several years’ now, and are smart enough to realize outsourcing provides an opportunity to deliver more than simply cost-savings (see Part I<\/a>).\u00a0 Consequently, the ability to provide outcome-based pricing is now a critical component among a third of customers, and an important consideration for most of the rest.<\/span><\/p>\n

Global presence and scale are less of an issue these days.<\/strong>\u00a0 Merely a couple of years’ ago, this would have been among the most critical selection criteria, however, today’s customers are less concerned with these issues, as most of today’s\u00a0vendors are already expected to have a multi-shore strategy and sufficient ability to add resources when required.\u00a0 Moreover, most of today’s deals have an onshore \/ onsite component complemented with offshore support from India, Philippines or some other location.\u00a0 Everyone has that in spades.\u00a0 It’s like asking whether your electricity provider has enough generators…<\/span><\/p>\n

Innovation \/ transformation now\u00a0becoming major decision-swayers.<\/strong>\u00a0<\/span>While on the surface, it may appear that transformation and innovation are only secondary considerations (i.e. not a “deal-breaker” for three-quarters of customers), when you take into account that most vendors are offering similar solutions at similar prices, it is these categories that are fast-becoming the decision-swayers.\u00a0 <\/span><\/p>\n

Brand not nearly as much of a consideration.<\/strong>\u00a0 I do view this skeptically, as people rarely admit they are swayed by brand, however, the fact that it is the least important selection criteria does tell you that service delivery these days is much more about the realities of delivery excellence, than the label they under which they are delivered.\u00a0 Engaging with a second-tier offshore brand is now seen as acceptable as a household Western brand.\u00a0 Moreover, executives these days can <\/em>get fired for using a big brand and messing up.\u00a0 The sheer number of customers\u00a0that have engaged the new breed of offshore service providers, in recent years,\u00a0has significantly\u00a0leveled the playing field when it comes to brand.<\/span><\/p>\n

The bottom-line:\u00a0 those that fail to invest in the future delivery model will likely get cast aside.<\/strong>\u00a0 To conclude, it’s clear this business has reached a critical juncture where providers are being judged on their ability to go beyond<\/em> standard services and deliver real business value for their clients.\u00a0\u00a0Decisions are made on which vendors have\u00a0invested<\/em> in creative staff with industry domain skills, backed up by the table-stakes of delivering bread-and-butter services at competitive prices.\u00a0 <\/span><\/p>\n

Everyone’s talking a big game right now, and it may get them to the table… it may even win them new business, but their real challenge is whether they can truly move clients up the value chain and help them find new avenues for productivity and growth.\u00a0 While a lot of basic services contracts\u00a0are being divvied out in this post-recessionary era, if today’s winners fail to invest in upping the value of their service provision, they may find these clients seeking alternative service partners before long.\u00a0 Some vendors will always be happy delivering low-end services, however, if they see their business going to competitors with higher-value propositions, they will desperately seek out ways to remain competitive.\u00a0 The question is whether they have the appetite<\/em> and culture <\/em>to invest to find that next level of performance for their customers.\u00a0 <\/span><\/p>\n

\u00a0<\/span><\/p>\n

\u00a0<\/span><\/p>\n

\u00a0<\/span><\/strong>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

Fed up\u00a0with short, punchy news titles\u00a0such as\u00a0“Outsourcing is Dead”, or “My Delivery Manager Ate my Hamster“, designed purely to capture…<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[48,849,81,838,86,832,837],"tags":[],"ppma_author":[19],"yoast_head":"\nThe Industry Speaks, Part II: When the labor arbitrage deals dry-up (and they will), customers will select vendors that can deliver business-value beyond basic low-cost services - Horses for Sources | No Boundaries<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.horsesforsources.com\/the-industry-speaks-part-ii-when-the-labor-arbitrage-deals-dry-up-and-they-will-customers-will-select-vendors-that-can-deliver-business-value-beyond-basic-low-cost-services\/\" 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