Business Process Outsourcing Case Studies: A Progress Report on Transformational Deals

This IDC study provides valuable insight to companies evaluating finance and accounting business process outsourcing (F&A BPO) on what some of the challenges and best practices are to source an appropriate BPO provider. Specifically, it delves into important issues such as getting company buy-in, working through the decision-making and business justification processes, evaluating vendors, scoping projects, maintaining control through the sales cycle, and implementing appropriate governance mechanisms. This study also helps vendors understand what to expect from the pursuit process for comprehensive BPO deals and delves into some of the dos and don'ts in the path toward landing deals in this market.

"In comprehensive engagements with many levels of implementation, client fulfilment of their responsibilities is critical. Vendors must ensure that client accountability is clearly communicated, and that its fulfilment is monitored. Finally, the BPO market continues to evolve and change dynamically. Vendors embarking on deals of unprecedented scope and conditions are likely to make mistakes as they navigate the steep learning curve. Proactively addressing mistakes and staying focused on meeting overall outcomes is a critical approach to shoot for," notes Aprajita Sharma, senior analyst, Outsourcing and BPO, IDC Australia.