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?
This issue applies to all areas, but we will focus on the information technology (IT) area, as it is especially impacted by the permanent technological evolution of the solutions used as operational tools by companies, as well as by the business environment.
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 of implementing an ERP, we are aware of all the complexity that the process brings with it. We know that ERP is a necessary infrastructure for the company's operation, as it is expected that it will support the company in search of competitive advantages for its profitability.
With the outsourcing service, this advantage can increase considerably.
Having the confidence that an experienced consultant will help your company with its ERP system, in the most productive way possible, and that he will know how to act in the face of failures and "bugs", is confirmation that your assets (human resources + ERP) work together to improve their processes continuously.
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.
We spoke with two consultants from Support-FIX, MPL's outsourcing service, and they shared their long-standing experiences with the service.
Adriana Olsson (SUPORTE-FIX) tells about her experience as a consultant in an outsourcing service:
“I have been working with outsourcing for over 20 years and, during this time, I have participated in the creation of solutions for the most diverse needs, both in terms of improvements in processes and procedures, and in terms of solving problems of great urgency and high impact. in operations. ” – says 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. ”
Who also comments on her experiences with outsourcing is the coordinator and consultant of SUPORTE-FIX, Lenyr Santos:
I have been working with Outsourcing for over 15 years, meeting the most diverse demands of customers and always seeking to ensure excellence in process analysis.
An example of an analytical work by the technical and functional team of SUPPORTE-FIX, was a case where, due to the change of two attributes in the Data Dictionary items in a table used in several modules of the system, several errors appeared for the customer .
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.
The result and excellence of this work relied on the knowledge, expertise and teamwork of all those involved.
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.
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