The Accenture Delivery
Suite for Outsourcing
The ability to
out-deliver.
The confidence
to out-perform.
Outsourcing is now an essential tool for every
business and government executive. In fact,
Accenture’s ongoing research into the characteristics
of high performance has found that outsourcing
is one of the key enablers of high-performance
businesses and governments. More and more
decision makers are turning to outsourcing—
and to Accenture—to help them elevate their
organizations’ performance, driving value into
their enterprises and driving cost out.
Your outsourcing service provider
should enable you to out-deliver on
your information technology (IT) and
business processes in order to help your
organization out-perform in the market.
Accenture’s approach to outsourcing
delivery helps companies to do both.
Connecting
high performance
and outsourcing
Achieving high performance requires
seamless delivery capabilities that
emphasize scale, standardization,
discipline and measurability across
geographically-dispersed client sites,
delivery locations and teams. This is the
power of the Accenture Delivery Suite,
which enables access to the best assets
required for the work we do across
all our lines of business—consulting,
technology and outsourcing. As a subset
of these capabilities, the Accenture
Delivery Suite for Outsourcing is our
innovative approach to outsourcing
delivery that enables us to drive
high performance and value for our
outsourcing clients. This standardized
yet flexible framework of integrated
methods, tools and metrics represents
our best thinking, knowledge and
experiences from more than 15 years
in outsourcing and more than 600
outsourcing clients.
High performance
through outsourcing
The Accenture Delivery Suite for
Outsourcing comprises the following
core capabilities:
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Accenture Transition Management
Accenture Service Delivery
Accenture Performance Management
Accenture Service Optimization
Achieving high performance requires seamless
delivery capabilities that emphasize scale,
standardization, discipline and measurability
across geographically-dispersed client sites,
delivery locations and teams.
Accenture Transition Management
To ensure a fast, low-risk transition,
Accenture professionals work with
organizations to develop and execute
plans for shifting services, people and
assets while maintaining business
continuity. As part of this process,
we regularly monitor, track and report
progress at the individual, team and
business-unit level. Helping to make
this happen are proprietary knowledgetransfer assets such the Accenture Rapid
Transition Suite. This asset includes
robust, Web-based technologies and
standard operating procedures that
guide teams through knowledge transfer
and enable information-sharing across
disparate locations.
For a global telecommunications
company, we used the Accenture Rapid
Transition Suite to effectively transfer
more than 1,400 staff, covering dozens
of applications and business processes
in less than three months. During the
transition, work productivity increased
by 30 percent with limited disruption
to business operations.
Accenture Service Delivery
Exceptional service delivery is
all about execution: adhering
consistently to agreed-upon service
levels while minimizing risk and
maximizing opportunities for continuous
improvement. Accenture uses an
integrated set of assets for managing,
controlling and continuously improving
the delivery of outsourced services,
regardless of delivery location.
Accenture Service Delivery is “the
engine” or command center that
drives the functions needed to run your
outsourced operation like a business.
For a US healthcare organization,
the Accenture Service Management
Suite, one of our Accenture Service
Delivery assets, helped to provide
visibility and control of outsourced
application maintenance services.
This asset contributed to the 20
percent cost reduction of application
maintenance through a powerful
tracking and management mechanism
for maintenance backlog. While
maintaining service levels, the delivery
team also achieved a 50 percent
decrease in work backlog.
Accenture Service Optimization
Accenture Performance
Management
Our assets help increase growth,
profitability and competitive advantage
by supporting customized, client-specific
actions that drive innovation. As one
example, the Accenture Technology
Rationalization Suite helps us increase
technology’s value to your business
operations by identifying, rationalizing
and optimizing complex portfolio
components.
Measuring and mapping operational
performance is critical. However, success
is also about knowing what to measure.
For example, the Accenture Client
Service Reporting asset enables us to
provide clients with greater visibility
and understanding of the specific
services we provide by generating
automated views of service-level
performance, trend analyses and delivery
reports from and for users, managers
and executives. The net effect is
anywhere/anytime visibility into the
performance of outsourced operations.
In addition, our Performance
Management Reporting asset enables
us to report on and manage our own
overall outsourcing portfolio.
Effective performance reporting made
it possible for an Accenture insurance
client to gain improved insight into
their outsourced services while greatly
simplifying the reporting process.
This enabled the company to reduce
costs by 30 percent and increase
productivity by 10 percent in just
18 months.
Outsourcing isn’t just about transferring
management of a process or technology.
It’s also about making the technology
or process better. Our experience in
rationalizing and optimizing business
processes, applications and technologies
not only reduces operating expenditure
and the total cost of ownership of
your outsourced operations but actually
drives step-change improvements to
transform your IT and business processes
to a new level.
Accenture uses this asset to manage
the financial applications of a leading
health care information management
service provider. Throughout the
relationship, Accenture has created
insights that help the company reduce
application maintenance costs and
make better decisions about adding,
enhancing or redesigning key
applications. In fact, the Accenture
Technology Rationalization Suite reduced
the effort of the technical design process
by 40 percent and reduced the technical
design workload by 80 percent.
Benefits to clients
• Reduce transition costs using a
standardized, rapid approach to
people and service transfer that
mitigates risk
• Improve productivity using service
levels linked to higher business
outcomes
• Improve efficiency of people,
processes and technology
• Accelerate speed to value
• Innovate and get to market faster
• Improve decision making based on
real-time business intelligence
• Increase visibility and control through
established metrics and tools
• Increase ability to focus on
core business
• Lower operational costs through more
efficient and effective service delivery
Accenture Delivery
Methods: The foundation
of our delivery
capabilities
Standard and repeatable methods play
a key role in driving high performance.
Coupled with a sharp focus on process
improvement, the right methodology
enables teams to reduce cost and risk
as well as increase productivity, quality
and return on investment. As the
foundation of the Accenture Delivery
Suite for Outsourcing, Accenture
Delivery Methods drive consistency
and standardization into our
delivery practices.
Our three decades of methodology
heritage, coupled with our extensive
outsourcing experience, enables
seamless, end-to-end and high quality
services, no matter where the work
is done. Accenture outsourcing delivery
personnel around the world share
consistent practices, approaches
and procedures as well as a common
language to optimize the transition
of services and facilitate ongoing
operations. By defining what work
needs to be done and how it can best
be accomplished, Accenture Delivery
Methods are also our assurance that the
right people are doing the right things,
at the right time.
The ability to out-deliver.
The confidence to
out-perform.
Your outsourcing provider’s performance
and delivery matter only insofar as they
help you to achieve your ultimate
business goals. Organizations should
choose outsourcing providers who
perform from the initial sales meeting all
the way through service delivery and
ongoing relationship management. With
the integrated methods, tools and
metrics that embody the Accenture
Delivery Suite for Outsourcing,
Accenture’s experienced professionals
provide organizations with the
capabilities that drive high performance
and key business outcomes across the
entire outsourcing lifecycle.
At Accenture we never lose sight of
the outcomes you want to achieve. The
Accenture Delivery Suite for Outsourcing
ultimately drives measurable business
results—improvements that transcend
contractual agreements to enable your
organization to deliver operational
excellence and innovation on a
continuing basis.
To learn more about Accenture’s
outsourcing delivery approach, please
go to www.accenture.com/adso.
About Accenture
Accenture is a global management
consulting, technology services and
outsourcing company. Committed
to delivering innovation, Accenture
collaborates with its clients to help
them become high-performance
businesses and governments. With deep
industry and business process expertise,
broad global resources and a proven
track record, Accenture can mobilize the
right people, skills and technologies to
help clients improve their performance.
With more than 152,000 people in 49
countries, the company generated net
revenues of US$16.65 billion for the
fiscal year ended Aug. 31, 2006. Its
home page is www.accenture.com.
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