Saving Costs, Adding Value

摘要

For many business process outsourcing engagements, the client is satisfied if the provider improves service delivery and performs the function at a lower cost than had been possible before.That's a good start, but increasingly customers also seek to leverage the provider's domain- or vertical-industry expertise to transform the business process. Organizations that fast-track their effort to refine and reinvent key processes may be able to more quickly penetrate new markets across the globe, gain insight into emerging customer trends, and better manage supplier interactions worldwide-thus decreasing expenses and increasing profits. The new State of Business Process Outsourcing research survey conducted by TechWeb Research reflects the burgeoning interest in BPO-and highlights its potential to help organizations on the road to transformation. About one-third outsource finance and accounting processes, and just over one-third outsource tech support desk. The high interest in HR outsourcing speaks to the growing trust customers place in their BPO providers, as these processes touch the assets most vital to the success of any organization: its employees. Failure to execute service properly can damage the client's reputation, especially when it comes to recruitment and retention of talented workers.