What makes outsourcing of business processes successful?
- Successful outsourcing requires from the customer and EBS an accurate and identical understanding of the possibilities and limits of cooperation, trust and willingness to overcome difficulties.
- The senior management of the two companies must be committed to the whole outsourcing process, both in the planning and transition phase, as well as during operation.
- BPO achieves its objectives in a long termed relationship.
- Both sides must be committed to partnership.
- Both sides must define the services to be performed accurately and agree on all procedures, including such as solving potential problems.
BPO formula for success – SLAs and transition
- The distribution of tasks between the customer and EBS is made on a process model basis.
- Tasks which can be outsourced may be accurately described by Service Level Agreements (SLAs) and thus be overtaken by EBS.
- Core tasks, however, stay at the customer’s side. Thus there will be no loss of expertise. Especially costly and labour-intensive tasks are outsourced to EBS.
- SLAs provide accurate descriptions of services and conditions and avoid misunderstandings by clarifying responsibilities.
- With a carefully planned and well controlled transition of responsibilities, a successful start of production is ensured.
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