12 May The main challenges – Outsourcing Services

The main challenges of outsourcing:

Optimizing the performance of business processes, regardless of the size of the company, demands an issue that needs to be coldly analyzed: there are enough qualified and updated human resources to maintain the current operation at an adequate level of service and, at the same time, make the urgent changes arising from market competitiveness or legislation?

Essa questão se aplica a todas áreas, porém vamos nos concentrar na área de tecnologia da informação (TI), dado que ela é especialmente impactada pela evolução tecnológica permanente das solutions utilizadas como ferramentas operacionais das empresas, tanto quanto pelo ambiente de negócio.

Companies that depend on a complex operating environment in the IT area tend to lose a lot when they don't analyze the possibility of outsourcing. (Outsourcing of services).

IT outsourcing is not only intended to “unburden” the sector, but, far beyond that, is focused on progressively improving the entire environment and the tools that operate there, in addition to correcting errors and failures made over time.

It is necessary to consider outsourcing as a way to ensure operational efficiency and process improvement within the sector.

We can analyze some other advantages of outsourcing, such as:

1. Reduction of fixed costs;

2. Makes qualified human resources available to the company quickly and for as long as necessary;

3. Accelerates users' learning curve through the exchange of experience with experienced professionals in different situations.

When we talk about project management da implementação de um ERP, sabemos de toda a complexidade que o processo traz consigo.  Sabemos que o ERP é uma infraestrutura necessária para a operação da empresa, tanto como, tem se a expectativa que ele suportará a empresa em busca de vantagens competitivas para a sua lucratividade.

With the outsourcing service, this advantage can increase considerably.

Ter a confiança de que um consultor experiente irá auxiliar sua empresa quanto ao seu sistema de ERP, da forma mais produtiva possível e, que saberá agir perante a falhas e “bugs”, é a confirmação que os seus ativos (recursos humanos + ERP) trabalham juntos para a melhoria de seus processos continuamente.

We illustrate in two examples situations where the outsourcing service not only found where the fault was located, but also corrected it and prevented further damage from occurring.

Conversamos com duas consultoras do FIX support, serviço de outsourcing da MPL, e elas relataram suas experiências de longa data com o serviço.

Adriana Olsson (SUPORTE-FIX) conta sobre sua experiência como consultora num serviço de outsourcing:

“Trabalho há mais de 20 anos com outsourcing e, durante este tempo, já participei da criação de solutions para as mais diversas necessidades, tanto em termos de melhorias em processos e procedimentos, quanto em termos de solução de problemas de grande urgência e alto impacto nas operações. ” – Diz Adriana.

“As an example of this last situation, I can cite a case in which, due to the improper execution of a process of great complexity and risk, carried out by a user without proper training, all sales orders registered in the system were reprocessed. Upon identifying the error in the processing, the cancellation of the process was requested, however, a series of duplications had already been generated in accounting entries, in Cardex and in Accounts Receivable in the company's system.

Upon verifying the situation of great impact for the company's business, our intervention was requested in order to correct the unforeseen situation generated, affecting the integrity of the system with a series of records generated in the database.

A detailed analysis of the tables involved and the scope was carried out, together with the team of users of each impacted area of the company, having drawn up a strategic plan for the cleaning and correction of the system information. Thanks to the actions of all those involved, all the problems identified were resolved and the period was closed correctly with the verification of all the information. ”

Quem também comenta sobre suas experiências com outsourcing é a coordenadora e consultora do SUPORTE-FIX, Lenyr Santos:

Trabalho com Outsourcing, há mais de 15 anos, no atendimento das mais diversas demandas dos clients e buscando sempre garantir a excelência na análise dos processos.

Um exemplo de um trabalho analítico da equipe técnica e funcional do SUPORTE-FIX, foi um caso em que, devido à alteração de dois atributos nos itens de Dicionário de Dados em uma tabela utilizada em vários módulos do sistema, vários erros surgiram para o cliente.

The problem occurred first in a test environment and soon after in a production environment. To prevent the problem from taking on greater proportions, a cleaning was carried out in the table of serialized objects and it was found that the error was restricted to the Web environment.

We have reviewed the current settings, and no impact has been identified with the reported error. After a detailed analysis of the two teams (technical and functional), the problem was found. In order to maintain the integrity of the system and not impact the company's processes, the team made the decision to use backup and equalize the Data Dictionary change.

O resultado e a excelência desse trabalho, contou com knowledge, a expertise e o trabalho em equipe de todos os envolvidos.

These examples clearly demonstrate that outsourcing can “put out fires” or serve to understand where a mistake was created, how it developed and how negative its impact can be on the company.

Having a ready team that knows how to act in different situations is a competitive advantage and an investment that has a great return in the short and long term.

Learn more about our team and outsourcing services by clicking HERE.