Why a good service provider is not enough for successful BPO delivery
White paper
In this white paper, SAP primarily discusses why a good service provider is not enough for successful Business Process Outsourcing delivery.
It was logical for many early-generation business process outsourcing (BPO) deals to show patterns typical of systems integration and process reengineering—both of these disciplines matured in the ‘90s. But time has shown that success in BPO is about more than just process redesign and technology.
Some Business Process Outsourcing providers—pushed by customers and advisors, insufficiently supported by software vendors, and challenged by internal resource-allocation dynamics—have failed to realize this point in the past.
The result in quite few cases was a failure to leverage processes and technology solutions to fully harness the key drivers of Business Process Outsourcing values: economies of scale, process optimization, and labor arbitrage.
Successful Business Process Outsourcing providers make the most out of their technology investments by ensuring that those investments serve their service delivery needs.
Customers looking for a sustainable Business Process Outsourcing offering are therefore advised to systematically verify the solidity of the relationship between the Business Process Outsourcing Provider and the software vendor behind the respective BPO platform.
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