Guidance on Business Process Outsourcing.
If you are using or considering outsourcingthen you should find this site useful. No prior knowledge of outsourcing is assumed but it will also provide guidance for people who have some experience.
My objective is to increase understanding of outsourcing:what does outsourcing entail? when is it a viable alternative to undertaking activities in-house? what are the advantages and disadvantages? how do you go engaging an outsourcing service provider? what do you do if a service is not delivering as needed?
The coverage is primarily BPOI.e. services supporting areas of Finance, HR, procurement and similar activities, however, most of the material is also relevant to IT. There is more focus on transactional than knowledge based activities and the base premise is that the outsourced service serves multiple countries and locations from a single service centre.
The site structure is aligned to the various circumstances you may find yourself in. These are described to the right and can be selected from the menu column on the left. Or, use the search below:
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Which section should you read?
Explore Outsourcing Strategy
Are you testing if Outsourcing or an internal service centre might be an effective way of improving the business? What are the alternatives? How do you go about testing whether there are appropriate service companies, developing your plans and business case?
Select & Contract a BPO provider
You have decided on an outsourcing strategy. How do you go about scoping and defining the potential outsource scope and service characteristics; Defining the commercial approach; Identifying, selecting and contracting with a service provider?
Implementing an Outsourcing Service
You have just signed a contract with your service provider. Can you leave the rest to them? How do you Prepare for launch? What do you need to do for change management, process realignment, go-live and stabilisation.
Assessing your BPO Service
The outsource service is established. But is it performing optimally? How do you carry out an assessment and how do you resolve issues or even, in the worst case serious disputes?
Dealing with the end of a BPO Contract
Your outsourcing contract is coming to an end. What should you be doing? How do you prepare?