Hyperion Outsourcing Process 

4 Branches to Successful Outsourcing

Outsourcing is viewed as a strategy for reducing expenses, enhancing customer happiness, and strengthening efficiency and effectiveness. However, many organizations never fully realize the advantages of outsourcing.

When outsourcing partnerships are considered as short-term or tactical solutions as opposed to long-term strategic objectives, they fail. To obtain the desired results, the process of evaluating and/or executing an outsourcing solution must be systematic and thoroughly documented. A multi-step approach, involving planning, analysis, design, implementation, and operations phases, as well as a contingency exit strategy, is necessary for the successful deployment of outsourcing.

4 Branches to Success 

Our Process Reliability

2 Recruitment

Explore your global benefits

Our expert recruiters understand your industry’s competitive landscape and, most importantly, how to find smart, talented candidates who will increase your revenue.

4 Management

Ongoing measurement & Improvement

Hyperion partnerships promise a deliverable-based solution that can hit KPIs, targets, and metrics. Lastly, we can ensure continuous improvement as you go along with your business.

1 Discovery

Delegate & automate your way to freedom

There is no one size fits all solution in our outsourcing approach. Our strategy provides a holistic view of the sourcing landscape based on our deep understanding of industry needs, service provider capabilities and emerging technology trends.

3 Incubation

90 Onboarding Day program

In addition to the training your new team member received, putting those skills to work in a low-risk environment builds confidence and helps improve the customer experience when agents interact with customers.

Discover Outsourcing

Are you curious about how outsourcing can drive results for your business? If that’s the case, we’d like to speak with you. Today, schedule a complimentary discovery call with an outsourcing strategist.

Overview of a Successful Outsourcing Strategy

Phase One: Strategy Planning

Historically, outsourcing projects emphasised personnel or cost savings, whereas today, outsourcing is a strategic decision focused on core strengths. Consequently, it must have the full backing of senior management, and all goals and objectives must be communicated from the top down.

A strategy and objectives document should be drafted before outsourcing a business function. Hyperion refers to this document as “The Solution Brief,” and it should include the company’s outsourcing aspirations, the strategic rationale for outsourcing, and the following:

  • Activities to be contracted out
  • The aims of outsourcing
  • The link between outsourcing and overall business strategy
  • Links between the outsourced process and the fundamental competencies of the organisation
  • Strategic factors influencing the organization’s outsourcing decision
  • Extent of coverage
  • Critical risks involved
  • Estimated length of the relationship

The strategy meetings that will result in the creation of this document (Discovery) should centre on the distinction between core and non-core activities. The strategy and objectives document then generates a value proposition that specifies the desired outcomes.

Expected Benefits of Outsourcing

Typically, organisations can expect to realise the following benefits from a strategic outsourcing initiative:

  • Improved company focus, leaving operational details to the outside experts.
  • Reduced operating costs.
  • Increased customer satisfaction.
  • Re-allocation of internal resources to core activities.
  • Access to world-class capabilities and services, without the need to build from the bottom up.
  • Reduced risk. Markets, competition, government regulations, financial conditions, and technologies all change extremely quickly. Outsourcing is a vehicle that enables the organisation to share these risks with the outsourcing provider.
  • Improved cost, quality, service, and cycle times.


Core vs. Non-Core Processes

A non-core skill is any procedure that does not generate revenue or contribute to the growth of your company’s market share. The outsourcing of non-essential operations enables the organisation to realise financial and competitive advantages by reallocating internal resources to concentrate on its core skills.

To help identify business functions that are core competencies, ask:

  1. Does this process create or defend a unique competitive advantage for the organisation?
  2. Is this process contributing directly to business growth or expansion?
  3. If the organisation were a start-up, would we build this capability internally?
  4. Would other companies hire us to do this for them?

Human resources and information technology are non-core company competencies that have paved the way for outsourcing. Other business skills have jumped on the outsourcing bandwagon as the outsourcing of IT and HR has developed. Forecasts indicate that outsourcing the financial or accounting function is the trend with the highest growth rate.

Phase Two: Analysis

Phase Two comprises producing and delivering a Solution Brief. The brief should provide a comprehensive picture of all aspects of the outsourced business activity. Content ambiguity leads outsourcing providers to make proposals based on assumptions regarding deliverables, which could result in increased costs over the life of the outsourced contract.

A well-written solution brief includes the following nine elements:

  1. Statement of purpose. The nature and extent of the services to be outsourced and the overall objectives of the contract
  2. Background information. An overview of the process as it is performed now, including relevant statistics, relationships with other outsourcing providers, facilities, and automated systems, along with an honest accounting of current problems and strengths.
  3. Scope of work. Specific duties to be performed by the outsourcing provider 
  4. Term of contract. Length and options for renewal.
  5. Deliverables. A list and schedule of all products, reports and plans to be delivered to the contracting organisation.
  6. Outcome and performance standards. Outcome targets and minimum performance standards expected of the outsourcing provider, as well as methods for monitoring performance and the process for implementing corrective actions.
  7. Payments, incentives, and penalties. Terms of payment for adequate performance, the basis for incentives for superior performance, and penalties for inadequate performance or lack of compliance.
  8. General contractual conditions. Standard government contracting forms, certifications, and assurances.
  9. Special contractual conditions. Requirements unique to this contract.

We use cookies to give you the best online experience. By agreeing you accept the use of cookies in accordance with our cookie policy.