Business Process Outsourcing (BPO) isn’t a topic that gets discussed much in the BPM community.
This might be due to lack of implementations at BPO customers, or that large BPO companies usually have their own software solutions and internal process teams.
It might be due to regional differences (we hear a lot of BPO being used in India, Asia and South America – but little in USA and Europe).
But it’s probably down to the snub we give anyone that dares uses the phrase “business process” in their industry description, without referring to BPM (…how dare they…)
There is not a lot of information on BPM and BPO.
Is the lack of information and interest because BPM vendors have not targeted BPOs, or something else.
Sure, BPO probably belongs to the CRM sector. They fit well together.
But it actually makes good business sense for BPOs to look for BPM platforms.
Lack of transparency and communication are BPO’s biggest risks.
Yes, we can run and manage business processes, but instead of putting an emphasis on the operational functionality, I’d actually put an emphasis on management dash-boarding.
The ability to show management that the operations in the BPO are running smoothly, on time, and with KPIs – is crucial.
The dashboards actually lower management worry, lower operational risk, and prove that the BPO is running smoothly.
It is typical in the BPO industry to have hundreds of very similar customers.
The ability to improve business processes would prove to be more effective here than in a standard BPM implementation.
So why are BPO and BPM not talking to each other?