| BPM tools have helped businesses in various fields, | | | | impart its SLAs in a more effective manner and |
| and while a number of key players in the BPO | | | | provide complete transparency. Moreover, end |
| industry have already jumped on the BPM | | | | customers do tend to face the challenge of |
| bandwagon, a large number of BPO's continue to | | | | basing a great amount of dependency on the |
| remain under tremendous timelines related | | | | BPO of critical processes. Besides, they might not |
| pressures. With the need for innovative products | | | | necessarily feel comfortable to outsource critical |
| that can help increase productivity while cutting | | | | tasks such as exiting or moving a process |
| costs being the foremost criteria of almost every | | | | function to another BPO, and converting it into an |
| BPO, BPM providers continue to make continual | | | | internal process could also seem like a risky |
| upgrades and use state of the art technology to | | | | proposition. BPM can circumvent this risk by |
| better their existing offerings. | | | | standardizing such processes and this could very |
| If you are wondering why a BPO would need | | | | well simplify a potential handover. |
| BPM solutions, do consider the following | | | | In looking at BPM solutions, these are aspects that |
| data released by IBM last year. Most businesses | | | | a BPO should look into:a) The offered solution |
| end up wasting more than 5 hours per employee; | | | | should be quickly developed.b) The solution should |
| more than two thirds of all employees end up | | | | be low cost at the onset, and sustainable in the |
| making decisions despite having incorrect | | | | long run.c) The solution should be able to |
| information around once every week; two thirds | | | | integrate with the BPO's existing technology. |
| feel that while there are people who can help | | | | Since the BPO spectrum is quite varied, the |
| them perform better, they just don't know how | | | | pertinent BPM solutions also follow suit. For |
| to find them; and lastly, in excess of 90% of all | | | | example, the solution that a financial sector BPO |
| the business heads who were interviewed opined | | | | requires would vary from the one that is needed |
| that their business' operating style needed a | | | | by a service oriented BPO. The good thing is that |
| makeover. | | | | BPM can deliver solutions, irrespective of the core |
| Within a BPO, processes like sales, marketing, | | | | area of expertise. |
| operations, insurance, banking, online services, | | | | For instance, when it comes to codifying or |
| human resources, and even administration can | | | | guiding workflow, BPM would simply automate |
| benefit through BPM tools. This is simply because | | | | your otherwise manual tasks of taking notes. |
| any process which has room to be partially or | | | | Business Process Management could also help in |
| completely automated, improved, and monitored, | | | | creating subordinate processes which can then be |
| can benefit from BPM technology. Some BPOs | | | | handed over to third-parties in scenarios such as |
| have also used BPM tools as the key | | | | application support, loan processing, data |
| differentiator in customer acquisition situations. | | | | verification, etc. |
| Through BPM, a BPO can also display its | | | | So yes, a BPO can surely benefit through the use |
| understanding of processes at the core level to | | | | of BPM solutions, as not only does this present an |
| any of its existing or probable client/s. | | | | opportunity of garnering increased control, but |
| BPM can also help in the event where a business | | | | also of increased and higher standards of output. |
| is looking to outsource work to a BPO. BPM would | | | | And with the doldrums still not quite out of the |
| help the business in question have better control | | | | picture, cost effective BPM solutions for BPOs do |
| on the outsourced process while also being able to | | | | seem to be the order of the day. |