“BPO started in the 1990s in India; consists of outsourcing business processes to a third
party with a series of tools to control
the service. "
Read recommendation:
• Real
cases of outsourcing services with BPO tools hollyhealthfitness
BPO implementation in 10 steps
Next, a 10-step model of BPO implementations will be
explained, the section is based on a Social media experience document. It is a
practical case that represents very well what a BPO process implementation is,
the advantages of BPO and an implementation case.
“BPO is going to generate a substantial change in the way of
executing and carrying out business processes in most companies in the world.
(…) When carrying out the strategic plan of a large company,
the need to develop several of the business processes of the company was
identified. Telephone customer service, the execution of back office tasks and
billing processes, among others, required significant growth and investment. healthbeautystudio
(…) On the other hand, the company's guidelines clearly
indicated the need for an adjustment that limited the necessary investment
required for this growth. You had to do something and quickly ”.
What did BPO mean?
"The truth is
that BPO can mean whatever it wants, but the most important thing is that it
will help us solve the company's problems."
That is, 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 practices in the market.
• Improve
the quality of service.
How is a BPO process going to be implemented?
In that case, the answer is already more complicated, since
there is no standard project plan, what there is is a series of steps that must
be carried out for the correct implementation. However, in each company the
casuistry is different.
Some of the recommendations, based on our experience with
this type of model, are summarized in the following 10 steps that we must
follow in a BPO project.
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Implementation of a BPO process in 10 steps
1. Define
the processes that can go through a BPO process . These processes should not be
the core business of the company, they should be as standardized as possible.
On the other hand, one of the most frequent mistakes 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 carry out
a more efficient management, but it is necessary to be clear about what we need
and how we want the service to work.
2. Document
business processes, with a focus on process optimization . As we have just
mentioned, before a process begins to be managed in a BPO model, it is
recommended that it be properly documented. techiescity
3. Identify
the partner that can assume the execution of the selected processes . There is
no perfect partner, what exists is the perfect customer-partner relationship,
and that is what you have to look for. Very often the objectives of customer
and supplier are completely misaligned, making it impossible to satisfy both.
4. Negotiate
with the partner the commercial and functional relationship . Experience has
taught us that the most successful relationship models are those where the
"rules of the game" are clear and are known to all parties. For this
reason, it is essential to clearly define the service indicators, a system of
incentives and penalties, the calculation of the cost of the process and the
rules for monitoring the service.
5. Close the
contract and prepare the transition of the processes . Undoubtedly, it is the
most important phase in the entire process, it cannot be forgotten that
customers 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 must train and train
the people who processes will run. If a pilot can be carried out, the better,
because we ensure the necessary adjustments and the impact on the client is
controlled.
6. Monitoring
and adjustments in the processes . No matter how well designed the plan is, in
the development of the pilot and during the first weeks of operation, we will
find a lot of useful information to make adjustments in the service. Learning
from experience and reacting quickly and flexibly to trends that the service
begins to show will allow us to change, find the necessary balance at a point
in the process where both parties are receptive to changes.
7. Stabilization
of processes . It is highly recommended that at least 2 or 3 months pass for
the processes to stabilize. Once the service has entered a stable process, it
is time to enter into a more continuous monitoring and work on improving
service levels. techgeeksblogger
8. Implementation
of continuous monitoring processes . Continuous monitoring processes must be
contemplated and designed from the first conception of the BPO model, although
it is not until now, once the service is stabilized, that these mechanisms
begin to be implemented. It is necessary to have a balanced scorecard that
includes the relevant information of the process.
9. Continuous
improvement . In addition to having the information, it is necessary that the
channels and mechanisms have been established for the implementation of
improvement actions in a structured and continuous manner.
10. Spread
throughout the organization and start a new process . Once we have enough
information, we can share the results with the rest of the organization.
There is no magic formula, what there is is a lot of work,
conviction that it is the solution for your company, involvement of all levels
of the company and development of a project according to plan. healthnutritionhints
