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Business process outsourcing 'must be managed correctly'

6 March 2012

Many companies are not achieving all the potential benefits of business process outsourcing (BPO) by failing to implement proper management practices.

This is according to a new report from analyst firm Accenture, which surveyed 263 BPO service buyers and found that only 20 per cent could be classified as "high performers".

Key management behaviours associated with effective BPO include taking a holistic approach to managing the BPO relationship, as well as a collaborative approach to governance, a grasp of strategic outcomes and a prioritisation of change management.

Other key objectives include appropriate use of enabling technology and appropriate use of domain expertise and analytics, in addition to a focus on wider benefits beyond simply reducing costs.

Mike Salvino, group chief executive for BPO at Accenture, said: "The results indicate that BPO arrangements deliver greater business value when the client and provider engage in deeper relationships and leverage practices that drive high-performance BPO."

Gartner has predicted that the BPO sector will expand by five per cent this year, having grown by 6.3 per cent in 2011.

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Categories: Functional Practices, Program & Project Management

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