About 8 years ago, when I first heard the “word” Business Process Outsourcing aka BPO, it reminded me of so many other acronyms in English such as CRM, CTI, ACD … However, later I discovered that this acronym was going to generate a substantial change in the way to execute and carry out business processes in most of the world’s companies.
WHAT DOES BPO MEAN?
The answer is simple: “The truth that BPO can mean what you want, but the most important thing is that it will help us solve the company’s problems”. It will help meet the following objectives:
- Respond to the expected growth
- Control the investment required
- Increase the efficiency of the processes
- Have access to the best market practices
- Improve the quality of service
HOW ARE WE GOING TO IMPLEMENT A BPO PROCESS?
In that case, the answer is even more complicated, since there is no standard project plan. However, there are various steps that must be carried out for the correct implementation of Business Process Outsourcing. However, in each company the casuistry is different,
Some of the recommendations that we at Technoheight would like to share with you, based on our experience with this type of models, are summarized in the following 9 steps that we should follow in a BPO project:
- Define the processes that can go through a BPO process, those processes should not be the core business of the company; the processes should be as standardized as possible. On the other hand, one of the most frequent errors in BPO strategies is to think that if a process does not work properly in-house, the solution is to outsource it. It is true that a specialized provider will be able to perform a more efficient management, but it is necessary to be clear about what we need and how we want the service to work.
- Document business processes, with a focus on process optimization. As we have just commented, before a process starts to be managed in a BPO model, it is recommended that it be correctly documented.
- Identify the partner that can assume the execution of the selected processes. There is no perfect partner, what exists is the Customer – Perfect Partner relationship, and that is what you have to look for.
- Negotiate the commercial and functional relationship with the partner. Experience has taught us that the most successful models of relationships are those where the “rules of the game” are clear and known by all parties.
- Close the contract and prepare the transition of the processes. Without a doubt it is the most important phase in the whole process, we cannot forget that the clients are on the other side waiting for an answer and they do not care much if we are changing processes internally, that is why we have to train the people who will execute the processes.
- Stabilization of processes. It is highly recommended that it take at least 2 or 3 months for the processes to stabilize. Once the service has entered into a stable process, it is time to enter to carry out a more continuous monitoring and work on the continuous improvement of service levels.
- Implementation of continuous monitoring processes. The processes of continuous monitoring should be contemplated and designed from the first conception of the BPO Model, although it is not until this moment, once the service is stabilized when these mechanisms begin to be implemented. It is necessary to have a balanced scorecard that includes the relevant information of the process.
- Continuous improvement In addition to having the information, it is necessary that the channels and mechanisms for the implementation of improvement actions have been established in a structured and continuous manner.
- Disseminate throughout the organization and start a new process. Once we have enough information, we can share the results with the rest of the organization.
By implementing these steps, you will no longer have to sacrifice your profits if you work with a Business Process Outsourcing Company.
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