Nine practices for best-in-class BPO performance
Lacity, M. & Willcocks, L. P.
(2014).
Nine practices for best-in-class BPO performance.
MIS Quarterly Executive,
13(3), 131-146.
(2014).
Nine practices for best-in-class BPO performance.
MIS Quarterly Executive,
13(3), 131-146.
Based on a survey of 263 business process outsourcing (BPO) clients and 57 interviews, we have identified nine practices for achieving best-in-class BPO performance. These practices are illustrated through three BPO relationships at Microsoft, BP and TalkTalk. The strongest lesson from these cases is that it’s never too late to improve BPO performance. The single best performance improver is to assign a great pair of leaders, one from the client and one from the provider.