Lincoln Financial-Accenture Procurement BPO Engagement: A Case Study

This IDC study discusses Lincoln Financial's selection of Accenture (announced November 30, 2004) to manage the company's procurement function. This document provides a comprehensive view of the decision-making process, components of the engagement, and the current stage of the engagement's implementation. This study is based on a phone interview with Janet Chrzan, vice president and chief procurement executive for Lincoln Financial.

The study provides valuable insight to companies evaluating procurement BPO on what some of the challenges and best practices are to source a procurement BPO provider. Specifically, it delves into important issues such as getting senior leadership endorsement, working through the decision-making process, evaluating vendors, implementing appropriate governance mechanisms, and putting in place appropriate pricing mechanisms for different types of work.

"In an effort to focus on core activities and improve overall competitive positioning, companies today are embarking on BPO engagements of unprecedented scope," said Romala Ravi, director, BPO Services Research. "As the scope of engagements increases, success in BPO demands sustained attention and continuous effort both from BPO clients and vendors."