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How to deliver the best customer experience: shifting your outsourcer from basic SLAs to business outcomes

Presentation24.08.2012


Once processes are outsourced to a low-cost, offshore location, there can be a temptation to sit back. After achieving huge cost reductions through labor arbitrage, continuous improvement can be sidelined. In this presentation from The Summit for Leaders in Finance Shared Services & Outsourcing 2011, Andrew Simpson, Head of American Business Services Center at BP, reveals how BP made significant ongoing cost reductions while improving service delivery.

Once processes are outsourced to a low-cost, offshore location, there can be a temptation to sit back. After achieving huge cost reductions through labor arbitrage, continuous improvement can be sidelined.

In this presentation from The Summit for Leaders in Finance Shared Services & Outsourcing 2011, Andrew Simpson, Head of American Business Services Center at BP, reveals how BP made significant ongoing cost reductions while improving service delivery.

  • Key lessons from both the outsourcer and BP’s business service center
  • Defining the seven key measures to ensure your outsourcer is making a difference
  • Ensuring both sides keep challenging the continuous improvement boundaries 
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Andrew Simpson, BP, shared services, finance shared services, shared services conference, finance shared services conference, The Summit for Leaders in Finance Shared Services & Outsourcing 2011