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Ways to have a Successful BPO Strategy

by: Sarah Joson

Monday, January 21, 2013 | Outsourcing News |

Over the years, organizations were seen making swift and hasty decisions regarding outsourcing. Most of the time, those types of outsourcing strategies are baseless, ineffective, and lead to uncontrollable damages.

Steps that can reinforce BPO strategies


BPOOutcomes.com posted an article about seven helpful steps that can reinforce business process outsourcing (BPO) strategies of companies worldwide:

1) Provide a clear roadmap of the strategy.
In most cases, decision-makers forget that other divisions of the company will be affected by the strategy. Having a well thought-out plan of what goes where and who’s in charge will eliminate the chances for mistakes. Everything should be aligned with the goal of the strategy, including the staff.

2) Double check integration processes.
This is the proper time to decide if external outsourcing is the best option. It will also determine how the organization will be prepared as the integration process is taking place.

3) Seeking out the best provider.
For those who have decided on outsourcing, they would need to select the type of contract and provider. Will it be multi-sourced where different providers will be assigned different sections of the project? They should also identify which specific areas of the processes the providers can work on and have authority over. Moreover, a proper incentive program should be discussed before the contract takes effect.

4) Determine the structure of the partnership.
Will the contract have provisions for incentives and rewards for the provider? Will they also be rendering services and have no input on the entire strategy?

5) Check the current infrastructure.
Strategies often require new processes and infrastructure to work effectively. See to it that your internal systems match the ones needed for the processes. However, if the new system is included in the package or the deal, it should be aligned with their existing arrangement.

6) Preparing for the transition.

Having a transition strategy will help avoid problems in major regions such as the UK, where provisions such as Acquired Rights Directive (ARD) or Transfer of Undertakings Protection of Employment Regulations (TUPE) often become a challenge.

7) Reinforced strategy during the operation.
Operations should be closely monitored and collection of data should start at the beginning. The performance of the provider should likewise be observed to see if they are doing their job.

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