There is no denying the huge business benefits of moving toward a business process outsourcing (BPO) model: Organizations can increasingly focus their talents and resources on mission-critical tasks; align their finance, HR, and supply chain strategies to the needs of the business in a flexible and responsive manner; access better technology; develop more-reliable performance metrics and indicators;and reduce unnecessary transactional and administrative overhead.
However, although business leaders in manyFortune 500 companies are enthusiastically embracing BPO, clear disconnects are becoming apparent between this board-level Nirvana and organizations' practical ability to deploy BPO when we dive into the weeds of business and operational process redesign. One of the largest impediments in many organizations looking to BPO is the ability to configure IT systems to deal effectively with the management of outsourced and multisourced business processes.
