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2.2.4 Strategic Process Outsourcing
The focus is on business outcomes, not just infrastructure or tasks. The main goal is to achieve sustainable enterprise-level service improvements by transforming processes. The benefits are significant dramatic improvements in service, cost savings, access to leading edge technology, access to industry knowledge, reduced time-to-market, increased innovation, and improved management focus on strategic issues.
With strategic outsourcing, companies can radically change their company by utilizing business process outsourcing (BPO) as a competitive advantage.
Today, BPO means examining the various processes that make up the functional operations, and then working with external service providers to re-engineer processes, digitize them and outsource them.
2.3 Evolution of Outsourcing in Developing Countries
Evolution of BPO companies in developing countries can be classified into 3 phases as follows: -
Phase I: Leveraging Cost Advantages
o Legacy software maintenance
o Data entry
o Medical transcription
Phase II: Cost and Performance
o IT software development
o Accounting processes
o Contact centers
Phase III: Centers of Excellence
o Research and Development
o Analytics
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* Contributed by: -
Priyanka Ghosh & Alvika Derhgawen,
PGDIM, IM-11,
NITIE, Mumbai.
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