The Bpo Model Part Ii By Stephen Soos
Business process outsourcing , or BPO is a model that can radically alter the way
we work with our client base and allows us to reach out into the market with a more formidable value proposition. Adopted correctly, BPO is about allowing specialists take care of you company's non core activities, the things that are essential to your business's wellbeing, but could be activities that others could do better and sometimes for lesser cost. Outsourcing some or all of these business processes to quality service providers or freelancers allows your business, no matter the size, is free to focus on what you are best at doing.
BPO, or outsourcing is no longer the luxury of larger firms and businesses. On the contrary, it's now possible for the smallest of companies to compete with their biggest competition on a like for like basis by adopting a flexible BPO model. It can happen that smaller companies can out perform a bigger competitor simply because of their agility and the speed that they can adopt newer, better, and more cost effective ways of doing business.
My company is a good example of how BPO can become a major factor in allowing us to grow to become the largest of its kind in the world. From the get go and the ground up we embraced BPO ideology as the main framework of the business. All of our non core activities are completely outsourced to carefully selected service partners, which means the management team are free to focus on more strategic aspects of the business. Be careful though, as there can be pitfalls. Your company's value proposition is only as good as the that of the partners you choose. As partners can be such an integral part of your activities, if they let you down, they in turn let your customer down too, and this has happened to us a few times. Better supplier and partner engagement due diligence will iron out any future problems here.
So, adopt a cynical approach to due diligence and make sure everything is evidenced. Having said that, one of our partners is a global brand and their consistent failure cost us millions and nearly destroyed our business. We now is spread that risk and allow service partners to compete on both price and quality.
There are also problem of dealing with smaller unknown service providers, but this can be mitigated with careful and proper reference validation and using established escrow services so that you only pay for agreed output. Elance and Guru.com offer this service and it is advisable to use it
Going back to the BPO model, which has given us the opportunity to grow into global markets. Our most recent augmentation is a global call centre that lets customers from any of our markets call in at any time day and night and talk to a real person. Converge this with our newly implemented total CRM system, which is hosted online so as to be usable from all over the world, and it is possible for us to compete with anyone little outgoings.
Our chosen service partners offer highly scaleable products and services, so we only pay for what we use as we use it. This means virtually a zero fixed cost base with highly scalable resource that we can tap into as we grow which is only a cost when some one uses it, and that cost is negligible for what we have access to.
In my next article I will talk about how to merge services including call centres, CRM, VOIP and shipping into a powerful supply chain that will enable your business like nothing else.
For now take time to think about this. In the modern business world it is not products, services or companies that compete, it 's complete supply chains. I will show you how to make your customers part of your supply chain, creating "lock in" for them, and "lock out" for your competitors.
For now, you can see the BPO model and how it works on our website.
by: Stephen Soos
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