What is BPO?
Business Process Outsourcing (BPO) is a strategy for sourcing best practices in your business value chain. It enables companies to improve their competitiveness by using partners who take on the responsibility for specific processes. These would be non-core processes that are not market differentiators, but are critically important in that they allow your company to function effectively on a daily basis.
Why should I think about BPO for my organisation?
A recent IDC survey (IDC’s 2003 BPO Survey) predicted that the worldwide BPO market would rise from its current level of around $770 billion per year to $1000 billion per year in 2006. On the basis of these market trends, there is now agreement amongst the major consulting firms that:
- Offshore BPO is here to stay.
- Western companies can gain significant value from offshore working.
- For the foreseeable future India is the best location for most IT-enabled services.
What benefits will I gain from outsourcing offshore with Alden?
- The best of UK and Indian experience
- Risk migration to a partner with five years experience in India
- Access to supplier experience, quality processes and new technologies
- Guaranteed service levels
- Clear employee roles and practices
- Greater managerial enablement
- A greater focus on value-adding business activities
- Flexibility, adaptability and ability to scale in dynamic markets
- Enhanced business continuity and disaster recovery
- ISO 9001 accreditation
- 24/7 operations
- Competitive prices
How quickly can a process from my company be moved to India with Alden?
Project assessment and specification analysis are naturally part of Alden’s agenda when taking on new work. Thanks to experienced project managers and staff who understand the offshore migration process, this transition period could be as little as a few weeks, depending upon the nature of the process. However, the confidence of the customer is paramount in Alden’s ethos, and live work will not begin in India until the client is 100% satisfied with the process, lines of communication and resultant outputs.
I’ve heard about many failures of offshore projects. Why should I have confidence in Alden?
Any client-supplier relationship can fail, and placing your business processes
offshore is liable to particular points of failure, which can be put down
to a lack of:
- Clearly defined roles before the commencement of the outsourcing exercise
- A comprehensive transition plan
- Clearly defined service level agreements.
To ensure that these and other problems do not occur, Alden has in place a comprehensive partner relationship plan. In summary this covers:
- Communication of the client’s objectives to all relevant employees,
in order to create a feeling of ownership and inclusion
- Establishment of formal lines of communication between Alden and the
client
- Levels of service that are clearly established, documented and signed-off
- A clear definition of the roles that are to be played by Alden and
the client
- A comprehensive transition plan that is developed and then adhered
to
- Frequent and clear reporting to the client’s specifications, through
the designated communication channels
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