The document discusses the transformation of Business Process Outsourcing (BPO) from a cost center to a value center through technology enablement, addressing the current BPO landscape and inherent challenges such as quality, risk, and cost concerns. It emphasizes the benefits of proactive IT enablement, including increased visibility and accountability, which can mitigate BPO concerns. A structured approach is recommended for successful implementation, highlighting the importance of defining success, governance models, project structures, and needs assessments.

1. 1
SUCCESSFUL BPO
THROUGH TECHNOLOGY
ENABLEMENT
TRANSFORMING COST CENTER INTO VALUE
CENTER

2. 2
AGENDA
THE CURRENT BPO LANDSCAPE
ADDRESSING THE ISSUES OF BPO
THE SHIFT TO ITES
THE BENEFITS OF PROACTIVE IT ENABLEMENT
THE IMPORTANCE OF A STRUCTURED APPROACH
TAKING STRATEGIC ADVANTAGE OF THE BENEFITS

3. 3
THE CURRENT BPO LANDSCAPE
What exactly IS process outsourcing, and what are the primary types?
Types of Process Outsourcing Process Examples
Standard BPO Customer Support, Technical Support, Marketing
Non-Voice BPO Payroll, Data Entry, Quality Assurance
KPO Accounting, Research, Content Development
LPO Litigation Services, Contract & Business Services

4. 4
ADDRESSING THE ISSUES OF BPO
Common Barriers to Entry Related Concerns
Concerns Regarding Risk Lost time and resources into a failed implementation
Concerns Regarding Quality Inaccurate deliverables and costly errors
Concerns Regarding Loss of Control Knowledge gaps and inability to affect process change
Concerns Regarding Cost Upfront capital investment and prolonging of ROI

5. 5
BPO IS AN OPERATIONAL
TRAINWRECK & CANNOT
BE SUCCESSFUL
( or can it? )

6. 6
There is substantial concern among business
managers surrounding the risk of the decision
to implement a BPO solution. These concerns
surround:
• The potential for a failed implementation
• Misdirected resources
• Wasted time
BPO BARRIERS TO ENTRY
CONCERNS
REGARDING RISK

7. 7
In addition, there is also concern surrounding the
quality of work to be delivered by a BPO partner.
These concerns include:
• The quality of deliverables and processes
• Added costs due to internal quality oversight
• Financial repercussions due to inaccurate data
BPO BARRIERS TO ENTRY
CONCERNS
REGARDING
QUALITY

8. 8
A with many business managers, the thought
of exporting components of their business is
an uncomfortable thought. Among the
concerns are:
• Knowledge gaps within BPO employees
• The inability to manage and affect
process changes
• The lack of day-to-day visibility into the
process
BPO BARRIERS TO ENTRY
CONCERNS
REGARDING LOSS OF
CONTROL

9. 9
Not surprisingly, business managers are concerned
with the financial outlay required to effectively
implement a BPO program. Included within this
concern are:
• Concerns with large initial outlay and
implementation expense
• Concerns with the timeline for seeing
substantial returns on investment
• Concerns with ongoing program overhead
BPO BARRIERS TO ENTRY
CONCERNS
REGARDING COST

10. As these concerns mount, the industry has focused
on a technical and philosophical shift. Welcome to….
THE
MOVEMENT
TOWARDS IT
ENABLEMENT
10

11. 11
THE MOVEMENT TOWARD IT ENABLEMENT
USHERS IN A NEW MENTALITY
 Focus away from myopic cost reduction “outsourcing” and more
toward opportunity realization
 Shifts toward utilizing emerging technology and expertise for
strategic growth rather than simply process support

12. 12
THE BENEFITS OF PROACTIVE IT ENABLEMENT
Businesses stand to gain substantially through the enablement of technology:
The Benefits Achieved By
Increased Visibility Utilizing the web
Retained Control Utilizing business rules
Retained Accountability Utilizing roles & permissions
Reduced Overhead Utilizing SLAs

13. 13
THROUGH TECHNOLOGY, EXISTING BPO CONCERNS
ARE MINIMIZED OR ELIMINATED ALTOGETHER
INCREASED
VISIBILITY
• Unlimited user licenses
• Simultaneous access to data
• Access from web-based devices
• Knowledge transfer
RETAINED CONTROL
• Technology tailored to your
business processes
• Robust workflow capabilities
• Robust business rules
• Issue trackers
RETAINED
ACCOUNTABILITY
• Role-based access
• Detailed audit trails
• Configurable to account for nuances and
preferences across multiple departments

14. 14
THROUGH TECHNOLOGY, EXISTING BPO CONCERNS
ARE MINIMIZED OR ELIMINATED ALTOGETHER
RETAINED QUALITY
• Uptime guarantees (99.985% uptime)
• Data quality guarantees (99%+)
• Performance-based SLA models
REDUCED OVERHEAD
• Elimination of data entry
• Manual paper filing
• Research tasks for other departments
• Minimize vendor calls
• Walking approvals
• Exception handling

15. 15
 Research into open credits
 Time spent on payment term negotiation
 Monitor approvals to avoid missed discounts BECOMING A
VALUE CENTER

16. 16
THE IMPORTANCE
OF A STRUCTURED
APPROACH
“As organizations increasingly make outsourcing an
integral part of their operations, a new breed of
professionals skilled in the design, implementation
and management of these complex business
relationships has emerged.”
Michael Corbett
IAOP Chairman

17. 17
THE IMPORTANCE OF A STRUCTURED APPROACH
1 2 3 4
Establishment of
Definition
of Success
Before embarking on any
technical implementations,
establish an agreed upon and
clearly-defined measure of
success, whether it be financial,
operational, or both.
Establishment of
Governance
Models
Define a well-structured
governance model to aide in the
initial and ongoing ownership of
accountability, controls,
compliance and quality.
Definition of
Project
Structures
Invest the time in a detailed
requirements gathering and
project milestones. From there,
the project can be properly and
correctly staffed to meet the needs
of the project.
Needs
Assessment
Identity and address which
processes are good candidates
for outsourcing and which
should remain in-house. Ensure
that all stakeholders are
consulted to provide a holistic
needs assessment.

18. 18
THE IMPORTANCE OF A STRUCTURED APPROACH
1 2 3 4
Establishment of
Definition
of Success
Before embarking on any
technical implementations,
establish an agreed upon and
clearly-defined measure of
success, whether it be financial,
operational, or both.
Establishment of
Governance
Models
Define a well-structured
governance model to aide in the
initial and ongoing ownership of
accountability, controls,
compliance and quality.
Definition of
Project
Structures
Invest the time in a detailed
requirements gathering and
project milestones. From there,
the project can be properly and
correctly staffed to meet the needs
of the project.
Needs
Assessment
Identity and address which
processes are good candidates
for outsourcing and which
should remain in-house. Ensure
that all stakeholders are
consulted to provide a holistic
needs assessment.

19. 19
THE IMPORTANCE OF A STRUCTURED APPROACH
1 2 3 4
Establishment of
Governance
Models
Define a well-structured
governance model to aide in the
initial and ongoing ownership of
accountability, controls,
compliance and quality.
Definition of
Project
Structures
Invest the time in a detailed
requirements gathering and
project milestones. From there,
the project can be properly and
correctly staffed to meet the needs
of the project.
Needs
Assessment
Identity and address which
processes are good candidates
for outsourcing and which
should remain in-house. Ensure
that all stakeholders are
consulted to provide a holistic
needs assessment.
Establishment of
Definition
of Success
Before embarking on any
technical implementations,
establish an agreed upon and
clearly-defined measure of
success, whether it be financial,
operational, or both.

20. 20
THE IMPORTANCE OF A STRUCTURED APPROACH
1 2 3 4
Establishment of
Definition
of Success
Before embarking on any
technical implementations,
establish an agreed upon and
clearly-defined measure of
success, whether it be financial,
operational, or both.
Needs
Assessment
Identity and address which
processes are good candidates
for outsourcing and which
should remain in-house. Ensure
that all stakeholders are
consulted to provide a holistic
needs assessment.
Definition of
Project
Structures
Invest the time in a detailed
requirements gathering and
project milestones. From there,
the project can be properly and
correctly staffed to meet the needs
of the project.
Establishment of
Governance
Models
Define a well-structured
governance model to aide in the
initial and ongoing ownership of
accountability, controls,
compliance and quality.

21. 21
 Free management to focus on using internal
resources strategically
 Allocation of realized benefits to re-invest in
key initiatives
 Maintain positive internal workforce by
reduction of laborious and tedious processes
 Retain the desired levels of control and
process visibility
TAKING STRATEGIC
ADVANTAGE OF
THE BENEFITS

22. “THE NO. 1 ADVANTAGE OF
OUTSOURCING EFFECTIVELY IS THE
ABILITY TO FREE YOUR TIME TO
CONCENTRATE ON MORE IMPORTANT
ASPECTS OF BUSINESS OWNERSHIP.”
Michael Corbett
IAOP Chairman
22

23. 23
Through a concentrated commitment to quality, efficiency and service, XTGlobal is proud
to provide end-to-end technology solutions for companies large and small. Streamline AP
and document processing workflows with our customized automation solutions. Reduce
overhead and operational inefficiencies with our extensive business process outsourcing
(BPO) services. Staff technical resources and projects with our IT staffing services, and
leverage our roster of experienced developers to serve your custom technology needs.
Enhance productivity, minimize process bottlenecks and right-size your technical
resources, all while realizing dramatic cost savings to your organization.
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