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Business Process Outsourcing: Expanding Horizons in a Shrinking World

Published by: TowerGroup

Published: Dec. 3, 2007 - 14 Pages


Table of Contents


Report Coverage

Background

Current Trends in BPO

Exhibit 1 End-to-End Process Outsourcing vs. Partial Process Outsourcing in the Call Center (2007)

Vendor Selection for Business Transformation

Exhibit 2 The Governance of Business Process Outsourcing for Business Transformation (2007)

The Future of BPO

Exhibit 3 Adoption Curve for Business Process Outsourcing (2007)

Exhibit 4 The Evolutionary Value Chain of Business Process Outsourcing

The Final Frontiers for BPO?

Exhibit 5 Current and Future Global Business Process Outsourcing Delivery Locations (2007)

Summary

Abstract

Business process outsourcing (BPO) continues to evolve into a global matrix of services, locations, and providers that extend opportunities for financial services institutions (FSIs) to change and improve operational excellence through access to deeper domain expertise and finer-grained offerings. Large-scale BPO providers have depended on growing contracts with existing customers, a practice that ensures short-term success but is challenged by future Web 2.0 flexibility. Financial services institutions are finding a rapidly expanding set of sourcing options, locations, and structures. However, these will make BPO decisions both more difficult to make and more crucial to get right.

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