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SDP Project Group 12. Group members: Hassan BAKALI & Driss EL AMRANI 10/21/2023.
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1- Context 2- Understanding Challenges 3- The Literature Review 4- External and Internal Analysis 5- Analysis Findings 6- Recommendations 7- Conclusion.
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ABOUT FINASHORE Moroccan Outsourcer based in Casablanca Specialized in customer relations and digitization Subsidiary of O Capital Group (Ex Finance Com) Annual Revenue : 5 millions $ 350 employees More than 30 national and international clients Develops its activities with the group's subsidiaries and the Public Sector Begins to develop its activities internationally since 2021 Aims to become a important player in its sector.
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.. UNDERSTANDING CHALLENGES. The challenges we have identified : -COMMERCIAL DEVELOPMENT: How to adapt Finashore's offering to better meet customer needs ? And how to identify new customer segments and create an effective commercial approach to enable it to increase its sales and turnover ? -DIGITAL TRANSFORMATION: how to succeed in the digital transition? so that Finashore is able to evolve easily and improve its competitiveness -HR UPGRADE: How to create strong links between people, the operation and culture of the company ? And how to attract and retain talent in a competitive market?.
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THE LITERATURE REVIEW. The key ideas that emerged : Multilingual Services Expansion Governmental Support and Incentives Diversification of Services Focus on Higher Value added Services Digital Transformation Geographic Diversification.
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EXTERNAL AND INTERNAL ANALYSIS. The high points of our research : The External Environment at a macro level allowed us to identify the external factors influencing Finashore in a direct way The Business Review clarified for us the level of advancement of competitors on trends already identified during our literature review We compared the EBIDTA of Finashore with those of its main competitors and we compared the gross margins of the different activities in terms of profitability The interviews with the different managers of Finashore were very rich and reassured us on the challenges identified previously We have analyzed each of Finashore's strengths, weaknesses, opportunities and threats to explore the opportunities available to Finashore but also the risks that threaten it. And finally, we closed our analyzes by classifying the activities in a BCG model to better understand the positioning of each of Finashore's activities..
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ANALYSIS FINDINGS. THE EXTERNAL ENVIRONMENT Emergence of new technologies like IA, Big Data … Emergence of new needs Several advantage by moroccon state concerning offshore activities Geographic proximity to Europe BUSINESS REVIEW Lack of digital tools at Finashore low value added services Weak employer brand … FINANCIAL REVIEW Low % EBIDTA compared to competitors : 6% vs a market average of 12% Local inbound call is the activity that generates the least margin (20%) and offshore operations generate the highest margin rate among margins (35%).
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RECOMMANDATIONS. COMMERCIAL DEVELOPMENT CHALLENGE : 1- Conquer new markets : Prospect new markets such as Canada, England, or the USA to improve sales 2- Move Upmarket Towards High-Value Services : Expand service offering with new services such Community Management, Digital Marketing, Consulting, to improve operating margins DIGITAL CHALLENGE : 1- Commercial : Implementation of a digital marketing strategy to reach decision-maker 2- Operation : Integration of new technologies like Voice Bot and RPA (Robotic Process Automation) to boost productivity and improve the quality of services 3- Other processes : Implement various digital tools such as intranets or shared CRMs to improve communication and satisfy customers HR UPGRADE CHALLENGE : 1- Setting Up an IDP (Individual Development Plan) and Career Path Monitoring System to improve results and retain talent 2- Build an Empoyer Brand to attract talent 3- Strengthen Internal Communication to build a Culture of Performance.
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CONCLUSION. - A very competitive market Finashore finds itself at a crossroads in a very competitive sector of activity, which is developing very quickly in terms of commercial offer, technology and process - A global restructuring project The recommendations resulting from our strategic audit require a total restructuring of the company and heavy investments. - Put into practice We deployed the majority of tools seen in EMBA courses as part of this project.
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Q&A.