A new way of outsourcing your business support services.

BPO Health Check

History shows that, during implementation the senior management team will be heavily involved in the day to day management and governance of the project.  However as the offshore operation matures, the day to day management of the function is performed by more junior personnel.  In addition, the supplier (both third party and captive) will often move their more experienced staff on to new migration projects. 

As time passes, senior management will tend to only be involved in scheduled operations meetings or when something goes dramatically wrong. The net effect is that, as long as SLAs continue to be met, there is a relaxation in attitude as both onshore and offshore tends to operate within their comfort zone.  It is unlikely that this was a business objective.

We would like to pose some questions of your offshore operations:

• When was the last time you reviewed all of the data security processes within the offshore environment?

• What are the implications to your business of ever changing legislation, such as the recent Accenture VAT ruling?

• What impact has the offshoring had on your onshore operations? Are there any downsides to the offshoring?

• Have you taken time to calculate the value of the relationship?

• Is the relationship using valuable and expensive management time to ensure success?

• Does the contract still properly address the full scope of the services being provided?

• Are all audit and control points still operational and effective?

• Are the commercial terms of the arrangement still valid?  Are you getting the best deal possible?

We have developed a comprehensive methodology for the review and assessment of offshored processes, which we call 'the BPO Health-Check’.  As we are independent, external experts, we will ask the awkward questions, not only of your suppliers, but also of you.  We use highly experienced, qualified individuals to fully assess the ten elements of our methodology:

• Business Drivers;

• Process;

• Audit & Controls;

• Compliance;

• Continuous Improvements;

• Benefits Realisation;

• Technology Infrastructure and Management;

• Supplier Management;

• Commercial Terms;

• Resourcing & Management.

At the end of the engagement, you will receive a comprehensive report setting out our evaluation of each of the ten areas and making recommendations as to how improvements can be made.

In this increasingly regulated environment, it makes good business sense to independently audit and review your operations… before someone else does!

For more information on this service email: Roy Marshal or click here to return to the previous page.