I attended a recent Webinar by a leading analyst firm, where the word ‘Transformation’ was shunned upon as a mere buzzword and jargon used to sell the concept of outsourcing effectively!
The dictionary meaning of transform is to change form, shape, structure or state, where the end-state is dramatically different from the start-state. Much like the larvae to butterfly transformation. Every stage in this example is a step change… it is a transformation.
Similarly in outsourcing, it’s about changing from what was done traditionally in-house to doing the same process with a third-party provider, albeit with a very different structure. This implies that the organization has a new operating model – many-a-time global; new processes – vastly improved with best practices and benchmarks embedded; new people – who can do the work more efficiently at lower cost structures; new technology– to automate or eliminate manual work; and embedded analytics to provide actionable business insights. And all of these changes make the end-state look very different from the start-state. So, transformation is all-pervasive in every outsourcing engagement and is definitely not a ‘sales gimmick’.
The approach WNS uses in the definition, planning, execution and management of business transformation initiatives incorporates several key principles:
- Transformation based on a proven framework, methodology and sustainable business change: Through a series of controlled steps, discovery and due diligence efforts, we work with our clients to analyze and rationalize solution options and execution patterns that best address the transformation opportunities. We then follow an iterative process with the client to drive a sustainable business change.
- Multi-domain roadmap with multiple execution patterns: We drive the transformation program based on a defined roadmap encompassing all elements of a transformation, including operating model changes, process innovation, domain or technology innovations, embedded analytical initiatives and change management.
- Asset re-use over ‘scratch and build’: As a general principle, WNS views transformation as a means by which clients can get to a better state and focus on their business outcomes. This implies using some of the assets that already existed. The re-use of assets is a key element of our proposition and, in our experience, the transformation solution tends to be accelerated when the focus is shifted to root cause constraints versus scratch and build efforts.
Transformation is for real, and every client will realize the impact of it in the form of cost or process efficiencies, or achieving specific business outcomes.