Qual é a melhor maneira de priorizar seu roadmap de BPO?
Terceirização de processos de negócios (BPO) é uma decisão estratégica que pode ajudá-lo a otimizar suas operações, reduzir custos e melhorar a satisfação do cliente. Mas como planejar e executar um projeto de BPO bem-sucedido? Como você prioriza seu roadmap de BPO e o alinha com seus objetivos e expectativas de negócios? Neste artigo, vamos compartilhar algumas dicas e práticas recomendadas para ajudá-lo a responder a essas perguntas e aproveitar ao máximo seu investimento em BPO.
-
Harish NVP - Advisory & Professional Services @ Anaptyss | LinkedIn Top Voice | Process Improvement Leader
-
Jesper KristensenStrategy & Execution | Program & Project Management | Digitalisation & Automation | AML/KYC | Commercial Excellence |…
-
Ganesh S Amin1.8k,Followers|19 Years, 1 Passion: Elevating Operations as Presales and qualified lead generation expert|Top Linkedin…
Antes de começar a procurar potenciais provedores de BPO, você precisa ter uma compreensão clara de seus processos, desempenho e pontos problemáticos atuais. Você precisa identificar e documentar o escopo, os objetivos e os requisitos do seu projeto de BPO, bem como os benefícios e riscos esperados. Você também precisa estabelecer os critérios e métricas que usará para avaliar e monitorar os resultados do BPO. Isso ajudará você a definir sua visão de BPO e definir expectativas realistas.
-
Jesper Kristensen
Strategy & Execution | Program & Project Management | Digitalisation & Automation | AML/KYC | Commercial Excellence | FinTech & RegTech
The first step in prioritising your BPO roadmap is to evaluate your organisation's core competencies. Identify which functions are central to your business model and should be retained in-house. For a financial services provider, this may include critical areas like financial analysis, investment strategies, and risk assessment.
-
Ganesh S Amin
1.8k,Followers|19 Years, 1 Passion: Elevating Operations as Presales and qualified lead generation expert|Top Linkedin Voice|
An experienced BPO Manager prioritizes the roadmap by methodically assessing the current state. Begin with a comprehensive process audit, evaluating workflows, and identifying inefficiencies. Review the technology stack, analyze team skill sets, and gather client feedback. Stay compliant with regulations, track market trends, and gauge employee engagement. Perform a cost-benefit analysis, assess risks, and involve key stakeholders in collaborative planning. Prioritize initiatives based on the highest ROI and revisit the roadmap regularly for updates. This strategic approach ensures alignment with industry best practices, client needs, and positions the BPO for sustained success.
-
Shabbir A Alvi
HR Manager @ Mancor Industries, Inc. | Elevating Organizations Through HR Excellence
Understand Business Goals: Conduct a Process Analysis: Assess Impact and Feasibility: Cost-Benefit Analysis: Risk Assessment: Vendor Selection: Start with Low-Risk Processes: Consider Customer Impact: Employee Engagement and Change Management: Scalability and Flexibility: Continuous Improvement: Legal and Compliance Considerations:
-
Shoeb Khan
Co-Founder and CEO at Arcaidea Global Services - IFZA
Prioritizing your Business Process Outsourcing (BPO) roadmap is crucial for optimizing resources, achieving efficiency, and meeting business objectives. By carefully considering these factors and involving key stakeholders in the decision-making process, you can create a well-informed and strategic BPO roadmap that aligns with your business priorities and contributes to overall success.
-
Joanne Paulane M.
Recruitment Consultant | Sourcing Specialist | Talent Acquisition | Operations | Virtual Assistant | Client Engagement | Administrative Work | Business Development | Customer Service
There are two sides to the BPO coin. On one side of the relationship is the BPO provider. On the other hand, the company is doing the outsourcing. Whichever side of the relationship you’re on, effective management is key to getting the most out of business process outsourcing. As a BPO provider, you likely have dozens, hundreds, or even thousands of people to manage. Your success depends on the performance of your people. It can be hard to manage performance and productivity at scale. The key aspect of building a productive, efficient, and healthy BPO workforce is you stay focused on delivering the high-quality BPO services your clients expect – and tell their network about them.
Nem todos os processos são igualmente adequados para terceirização. Alguns podem ser muito complexos, sensíveis ou essenciais para o seu negócio, enquanto outros podem ser mais padronizados, repetitivos ou não essenciais. Você precisa priorizar suas necessidades de BPO com base no valor, impacto e viabilidade de terceirizar cada processo. Você pode usar uma matriz de priorização ou um sistema de pontuação para classificar seus processos de acordo com sua importância estratégica, eficiência operacional, satisfação do cliente e prontidão de terceirização.
-
Ganesh S Amin
1.8k,Followers|19 Years, 1 Passion: Elevating Operations as Presales and qualified lead generation expert|Top Linkedin Voice|
As a seasoned BPO navigator, I've honed a creative approach to prioritize our needs. Start with a canvas of comprehensive assessments—audit processes, embrace cutting-edge tech, and amplify team skills. Tune into client vibes and ensure a regulatory rhythm. Ride the wave of market trends, harmonize with employee beats, and orchestrate a symphony of collaboration. Conduct a cost-benefit sonata, navigate risks like a maestro, and let stakeholders join the jam. This isn't just prioritization; it's the composition of a BPO masterpiece, ensuring we hit all the right notes in our journey to excellence!
-
Jesper Kristensen
Strategy & Execution | Program & Project Management | Digitalisation & Automation | AML/KYC | Commercial Excellence | FinTech & RegTech
Determine the specific pain points within your organisation where BPO can make a significant impact. These pain points may revolve around processes that are resource-intensive, error-prone, or require specialised skills. Simultaneously, consider opportunities for cost savings and improved operational efficiency through BPO. To mitigate potential risks associated with BPO, it's advisable to begin with low-risk, non-core processes. These can include data entry, routine administrative tasks, or customer support functions. This allows you to build a level of trust with your BPO partner before progressing to more critical processes.
-
Kiran Kumar, PSPO®
Product Manager at AGS Health
I agree. Understanding the business objectives and evaluating potential risks associated with outsourcing are the key areas to prioritise. Also ensuring latest technologies are implemented and necessary resources are deployed to support the process.
-
Eddie💡 Bello
Considering Outsourcing Sales? I can save you ⏱️ and 💸 finding a Provider👇📆
The first step in taking action is setting deadlines and following up to ensure things are happening. Ask your provider for deadlines they see as realistic, have them be the ones defining them and just follow up.
-
Vikas Verma
Manager, Client Operations | Client Process Management | Transition Management | People Management | Supply Chain Specialist | USA Transportation and Logistics Order Entry Expert | O2C Expert
Determine the specific pain points within your organization where BPO can make a significant impact. These pain points may revolve around processes that are resource-intensive, error-prone, or require specialized skills. Simultaneously, consider opportunities for cost savings and improved operational efficiency through BPO. To mitigate potential risks associated with BPO, it's advisable to begin with low-risk, non-core processes. These can include data entry, routine administrative tasks, or customer support functions. This allows you to build a level of trust with your BPO partner before progressing to more critical processes.
Depois de ter uma lista restrita de processos que deseja terceirizar, você precisa encontrar um parceiro de BPO que possa atender às suas necessidades e expectativas. Você precisa pesquisar e comparar diferentes provedores de BPO com base em sua expertise, experiência, reputação, qualidade e preço. Você também precisa considerar seu ajuste cultural, estilo de comunicação e flexibilidade. Você deve realizar due diligence, solicitar propostas e negociar os termos e condições do contrato de BPO.
-
Ganesh S Amin
1.8k,Followers|19 Years, 1 Passion: Elevating Operations as Presales and qualified lead generation expert|Top Linkedin Voice|
In the wild world of outsourcing, finding the perfect dance partner is like choosing your favorite playlist—crucial for a good vibe! First, scope out their track record—success stories, client testimonials Swipe through their tech stack; make sure it's got the latest hits! Gauge flexibility, responsiveness, like testing the waters before a dive. And of course, vibe check! Coffee chats, virtual high-fives—see if they're your kind of people. Remember, it's not just business; it's finding a BPO soulmate!
-
Jesper Kristensen
Strategy & Execution | Program & Project Management | Digitalisation & Automation | AML/KYC | Commercial Excellence | FinTech & RegTech
Once you have identified the processes to be outsourced, the next step is selecting the right BPO vendors. Conduct thorough due diligence to assess their track record, expertise in the financial sector, security measures, and ability to adapt to your specific requirements. Choose your BPO partners wisely and maintain a close working relationship to reap the full rewards of your outsourcing journey.
-
Eddie💡 Bello
Considering Outsourcing Sales? I can save you ⏱️ and 💸 finding a Provider👇📆
Use specialized marketplaces to easily compare providers before you go knocking door to door. For example you can use: -Cloudtask for B2B sales services -Upwork for freelancers -Fiver for freelancers
Depois de escolher seu parceiro de BPO, você precisa planejar e executar uma transição de BPO suave e eficaz. Você precisa atribuir funções e responsabilidades, estabelecer canais de comunicação e definir o escopo e o cronograma da transição. Você também precisa preparar e treinar sua equipe, bem como a equipe de BPO, sobre os processos, sistemas e expectativas. Você deve monitorar e gerenciar os riscos, problemas e alterações da transição e garantir a qualidade e a continuidade da prestação de serviços.
-
Jesper Kristensen
Strategy & Execution | Program & Project Management | Digitalisation & Automation | AML/KYC | Commercial Excellence | FinTech & RegTech
To measure the effectiveness of your BPO initiatives, establish clear Key Performance Indicators (KPIs) aligned with your business objectives. These KPIs should help you monitor cost savings, process efficiency, and customer satisfaction. As you build your BPO roadmap, consider the long-term potential for expansion and diversification. Ensure that your BPO partner can adapt to changing market conditions and evolving business needs.
Depois que a transição de BPO for concluída, você precisará avaliar e otimizar seu desempenho de BPO. Você precisa medir e analisar os resultados e resultados do projeto de BPO, usando os critérios e métricas que você definiu anteriormente. Você também precisa solicitar e incorporar feedback de suas partes interessadas, clientes e parceiros de BPO. Você deve identificar e implementar melhorias, oportunidades e práticas recomendadas para melhorar a eficiência, a qualidade e o valor do serviço de BPO.
-
Jesper Kristensen
Strategy & Execution | Program & Project Management | Digitalisation & Automation | AML/KYC | Commercial Excellence | FinTech & RegTech
BPO is not a one-time decision; it requires ongoing monitoring and refinement. Regularly review your BPO partnerships and processes to identify areas for improvement. Make necessary adjustments to ensure that the outsourcing arrangement remains aligned with your strategic goals.
-
Harish N
VP - Advisory & Professional Services @ Anaptyss | LinkedIn Top Voice | Process Improvement Leader
In my humble opinion, the first step is to actually step back and look at the company landscape from a lens of pragtamism - It’s important to understand the organisations appetite for outsourcing or near sourcing. It often helps to have a trusted consulting partner give you an objective analysis of where you stand - Look at it from a lens of People, Process, Technology and Culture - you will likely have your answer.
-
Prakash Singh
Conduct a Return on Investment (ROI) analysis for each BPO initiative. Consider both short-term and long-term benefits, including cost savings, revenue growth, and strategic advantages. If your BPO initiatives are extensive, consider a phased approach to implementation. Prioritize initiatives that can be grouped together for efficient execution. Regularly review and update your BPO roadmap. Business conditions, technology, and market dynamics may change, requiring adjustments to your priorities. While it's important to have a roadmap, be open to adjusting priorities based on changing business needs or unexpected challenges.
-
Ana Paula Kubinhets
Um ponto que entendo ser imprevisível, antes de traçar o roadmap de bpo, é o mapeamento de processos, exatamente da forma que está hoje, isento de julgamento. Depois desse mapeamento, entende-se todas as oportunidades e dessas, as que tem mais impacto e menos esforço podem ser as prioridades, na sequencia, envolver as equipes na decisão dos próximo passos, além do sucesso absoluto pois se sentirão parte desse processo, todos terão a visão dos usuários que estão no dia a dia!
Classificar este artigo
Leitura mais relevante
-
Terceirização de processos de negócios (BPO)Como você pode usar a medição de qualidade de BPO para promover a colaboração e a inovação com os provedores?
-
Terceirização de processos de negócios (BPO)Quais são as melhores práticas e benchmarks de BPO mais recentes para melhorar o seu negócio?
-
Terceirização de processos de negócios (BPO)Quais são as melhores práticas para comunicar e reportar aos clientes e partes interessadas em BPO?
-
Terceirização de processos de negócios (BPO)Como reduzir os riscos de qualidade e desempenho do BPO?