The document discusses next generation outsourcing and how information management is transforming business processes. It provides examples of how outsourcing is now used for transformation rather than just cost reduction. The document also summarizes a seminar given by Canon on next generation outsourcing, where industry experts discussed how outsourcing can help businesses meet goals by optimizing processes rather than just "lazy outsourcing". Real world cases of companies successfully transforming processes by outsourcing to Canon are also presented.

1. BETTER
BUSINESS
PROCESSES
NEXT GENERATION
OUTSOURCING

2. NEXT
GENERATION
OUTSOURCING
Next Generation Outsourcing: How
information management is transforming

3. In the past, non-core activities were
outsourced to reduce and consolidate costs
TODAY IT’S DIFFERENT

4. Adapting to fast-evolving
customer
expectations
Reviewing how
business processes
interact so you can
optimise them
Outsourcing is
now a tool for
transformation
and a best
practice resource
WINNING AND RETAINING BUSINESS IS HARDER THAN EVER
NOW OUTSOURCING REPRESENTS THE
NEXT STAGE IN DIGITAL TRANSFORMATION

5. INFORMATION AT WORK
On 3 July 2014 Canon hosted an event to bring
together industry experts and technology leaders
to discuss opportunities and share insights
around Information Management – including
Next Generation Outsourcing

6. OUTSOURCING
SEMINAR OVERVIEW
1. Goals and priorities
2. Key business processes
3. Lazy outsourcing
4. Good practice

7. 1. GOALS AND
PRIORITIES
What are the goals and priorities
for Finance, Marketing and IT
departments when building a
customer base profitably?

8. 2. KEY BUSINESS
PROCESSES
What are the key business processes
that enterprises are focusing on today
and in the next three years when
building a closed-loop inbound and
outbound information service?

9. 3. LAZY OUTSOURCING
How can you avoid the pitfalls of
‘lazy outsourcing’ – actually improving
operational performance and realising
gains in competitive advantage to
achieve your business goals?

10. 4. GOOD PRACTICE
Good practice and governance –
why this is the secret ingredient to
delivering true transformation
in business

11. THE SPEAKERS INCLUDED:
Hans Hakkens
Service Line Manager
Canon Business Services
Jamie Liddell
Editor
Outsource Magazine
A leading opinion-former in
the outsourcing sector
Darian Sims
Marketing Manager
Canon Business Services
A marketing expert with over
10 years’ experience
Giacomo Rocchi
Service Line Manager
Canon Business Services

12. THEY TALKED
ABOUT...

13. WHAT WOULD BE THE MAIN REASONS YOU
MIGHT CONSIDER OUTSOURCING DOCUMENT
AND INFORMATION PROCESSES TO A PARTNER?
• Force change into your business operations?
• Meet compliance/regulatory requirements?
• Transform/re-engineer processes?
• Reduce operating costs?
• Gain access to new business process acumen?

14. PANEL RESPONSE
Compliance was
also a strong
reason for
outsourcing
Many attendees indicated
they were thinking about
outsourcing document
and information processes
in order to change
business operations and
transform processes
Overall, the
response showed that
most attendees were
considering outsourcing for
several reasons, showing
that expectations for
outsourcing are far broader
now than traditionally

15. THE BIGGEST BUSINESS DRIVERS FOR OUTSOURCING
Source: HFS Research
and the London
School of Economics
Outsourcing Unit, 2011.
Sample: 347 Buyers of
Outstanding Services.
How important are the following business DRIVERS behind your company’s IT outsourcing and BPO decision-making this year? Answer = Very Important
Small Orgs (<$1bn revs) Mid-market Orgs ($1bn - $3bn revs) Enterprises ($3bn+ revs)
Reduce
Operating
Costs
50%
33%
27%
34% 37%
45%
40%
35%
48%
40%
50%
64%
56%
27%
43%
31%
45%
29%
42%
52%
48% 46%
67%
76%
Gain access
to new
technology
Gain access
to new
business
process acumen
Transform /
re-engineer
processes
More
effective
operations at a
global level
Force
change into
our business
operations
Proven /
mature
offerings from
service providers
Meet
compliance /
regulatory
requirements

16. WHICH OF THESE PRIORITIES DO YOU
FEEL WILL CHANGE YOUR COMPANY
PROCESSES MOST IN THE NEXT 3 YEARS?
• More targeted marketing to individual customers?
• Optimising workflows and straight-through processing?
• Improve customer service by gaining enterprise-wide synergies?
• Leverage stored customer data and information?
• Executing more multi-channel customer engagement?

17. PANEL RESPONSE
As with the first question,
the response from attendees
showed that most thought
several priorities would impact
their company processes
IT is worrying more about
individual customer
targeting now than in three
years’ time, suggesting they
feel under pressure now

18. KEY PROCESS CHANGES OVER THE NEXT 3 YEARS

19. NEXT GENERATION OUTSOURCING

20. GLOBAL PHARMA
COMPANY IN ITALY
CASE STUDY
• Japan’s largest pharmaceutical firm
• Market presence in over 70 countries
• 30,000 employees

21. THE CHALLENGES
In order to manage hundreds of medical
events in Italy, the company faced:
The need to manage
event-related
documentation
efficiently
Operational
cost pressures
The need to comply
with strict Italian
pharma regulations

22. THE
RESULTS
Canon Business Services
manages all the
information related to
the company’s events
700 events
managed in 2013
100% compliance of all medical
event regulation with strict regulation
from the Italian Department of
Health (AIFA)
20% operational
cost reduction

23. AEGON CASE STUDY
• Multi-national insurer based in the Netherlands
• Market presence in over 20 countries, providing life insurance,
pensions and asset management
• Annual turnover €27.6bn
• 27,474 employees

24. THE RESULTS
Canon Business Services manages Aegon’s
information and documentation
• 70% improvement in document process time
• 25% operational cost reduction
• 100% ready for multi-channel client engagements
• 100% compliant with ISO 27001/14001/9001

25. MORE INFORMATION
If you are an existing Canon customer, please contact
your account manager to find out how information
management and business process outsourcing can
transform your business
Or contact us on:
canon-europe.com/For_Work/business-services/
Outsourcing-and-consultancy/index.aspx