Achieving High-Performance BPO

In June of this year, several sourcing heavyweights gathered for an informative and lively hour-long debate about the future of business process outsourcing. Chaired by Accenture, the HfS event included a panel of speakers representing nearly every element of the sourcing value chain: buyer, provider, consultant/advisor, and researcher. True to HfS style, an open and experience-based conversation ensued. The topic: high-performance BPO.

Despite varied market and commercial interests, the panelists agreed that a growing number of BPO buyers are getting greater value, more often, from their sourcing relationships. This next order of value includes innovation in the back office and front office, improved processes, and change management to drive continuous improvement.

Most notably, our panelists all agreed that buyers and providers whose single focus is cost often if not always found these new forms of value were increasingly difficult to achieve. Our panelists supported their findings and perspectives with operational, financial, and experiential data. This RapidInsight highlights the key findings from each panelist.

An audio recording of the entire event and the presentation slides is available for download at: horsesforsources.com/highperformancebpo_060712.