Quality and Cost-cutting Breakthroughs: Meeting Proceedings

This document provides a detailed overview of the November 2003 Global Benchmarking Council meeting, Quality and Cost-cutting Breakthroughs: Case Studies in Operational Excellence. There were presentations by nine best-in-class companies followed by four roundtable discussions. The discussion offered a high-level perspective of trends in shared services. In addition to faster implementations, were suggestions for moving higher-level functions toward shared service models. This document outlines how the companies restructured for improved quality and reduced costs, with specific emphasis on shared service implementations and the decision to outsource or offshore operations.

Featured Case Studies included the following:

• Convergys offered insights into the relatively young space of HR Business Process Outsourcing.
• Trammell Crow relayed the importance of mapping processes, identifying and sharing best practices among outsourcing partners.
• Texas Instruments provided an overview of how its semiconductor business approaches outsourcing and off-shoring.
• Productivity Press shared impressive cases of companies applying lean techniques to improve quality and cut costs.
• Hewlett-Packard revealed some of its strategies in breakthrough thinking and supply chain.
• United Technologies Corporation shared the its story transformation through a company-wide commitment to quality.
• Titan Corporation provided a unique Defense Department contractor perspective on outsourcing, quality, cost and security.

• Influences, phases and productivity of shared service
• Leadership and sponsorship in outsourcing success
• Factors to consider when deciding to offshore
• Demonstrating the value of outsourcing to employees

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