Next generation BPO: will drive on tailored standardization
It is now by and large evident that the next generation BPO will happen on more complicated and knowledge based process outsourcing in a much shorter time span, and organization’s objective would be to attain transformational benefit rather than cost savings alone. The ongoing recession has brought some method in the madness towards outsourcing rush wherein service providers are being challenged to articulate value proposition beyond ‘cost savings’ alone as a long term strategy. Today we are seeing plethora of solutions mushrooming in the provider’s offering list even if they are not solution in real sense. The next generation BPO solution has to primarily address:
-‘Standardization’ to drive savings through shared service model from a low cost location and this invariably can’t be achieved unless the underlying technology layer is seamless
-‘Tailoring’ to address client specific nuances in terms of process, language and skills in an integrated fashion to enable client become more agile to external environment.
Standardization and Tailoring, though sounds conflicting necessarily needs to be in optimal balance and its right mix is key to the success of next generation BPO solution. This would also mean that service providers would need to have a good handle on both process and technology while executing outsourcing for much needed aspired transformational benefits.
