SucceSSfully GoverninG BuSineSS ProceSS outSourcinG relationShiPS1
نویسندگان
چکیده
We suggest that insufficient attention to BPO governance is the main reason BPO relationships fail to deliver value. We present a governance model that increases the odds of BPO success. It is based on the premise that three key requirements of the outsourced process—its interdependence with other processes, its complexity, and its strategic importance to the enterprise—should determine three key BPO governance capabilities— the outsourcing contract, relationship management, and technical capabilities. When this alignment is explicit, the relationship will succeed.
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