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What is business process outsourcing
(BPO)? BPO is the process of hiring
another company to handle business
activities for you.
BPO is distinct from information
technology (IT)
outsourcing,
which focuses on hiring a
third-party company or service
provider to do IT-related
activities, such as application
management and application
development, data center operations,
or testing and quality assurance.
In the early days, BPO usually
consisted of outsourcing processes
such as payroll. Then it grew to
include employee benefits
management. Now it encompasses a
number of functions that are
considered "non-core" to the primary
business strategy. |
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Now it is common for organizations
to outsource financial and
administration (F&A) processes,
human resources (HR) functions, call
center and customer service
activities and accounting and
payroll.
These outsourcing deals frequently
involve multi-year contracts that
can run into hundreds of millions of
dollars. Often, the people
performing the work internally for
the client firm are transferred and
become employees for the service
provider. Dominant outsourcing
service providers in the BPO fields
(some of which also dominate the IT
outsourcing business) include US
companies IBM, Accenture, and Hewitt
Associates, as well as European and
Asian companies Capgemini, Genpact,
TCS, Wipro and Infosys. |
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Many of these BPO efforts involve
offshoring
-- hiring a company based in another country
-- to do the work. India is a popular
location for BPO activities.
Frequently, BPO is also referred to as ITES
-- information technology-enabled services.
Since most business processes include some
form of automation, IT "enables" these
services to be performed.
An offshoot of BPO is
KPO --
knowledge process outsourcing.
Considered by some to be a subset of BPO,
KPO includes those activities that require
greater skill, knowledge, education and
expertise to handle. For example, whereas an
insurance company might outsource data entry
of its claims forms as part of a BPO
initiative,
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it may also choose to use a KPO
service provider to evaluate new insurance
applications based on a set of criteria or
business rules; this work would require the
efforts of a more knowledgeable set of
workers than the data entry would. The
current definition of KPO encompasses R&D,
product development and legal e-discovery,
as well as a number of other business
functions.
Also coming into use is the term BTO --
business transformation outsourcing. This
refers to the idea of having service
providers contribute to the effort of
transforming a business into a leaner, more
dynamic, agile and flexible operation.
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