What are the best practices for aligning your BPO goals with Kotter's 8-step model?

1 Establish urgency

The first step is to convince your stakeholders that outsourcing is necessary and beneficial for your organization. You can do this by analyzing your current situation, identifying the gaps and opportunities, and showing how BPO can help you address them. You can also use external factors, such as market trends, customer demands, or competitive pressures, to create a sense of urgency. The goal is to create a compelling case for change and overcome any resistance or complacency.

2 Build a coalition

The next step is to form a cross-functional team that will lead and support the outsourcing process. This team should include senior leaders, managers, and employees from different departments and levels. You should also involve your BPO provider and establish a clear governance structure and communication channels. The coalition should share a common vision and commitment to the BPO goals and act as champions and influencers for the change.

3 Define a vision

The third step is to create a clear and inspiring vision for the future state of your organization after outsourcing. This vision should align with your strategic objectives and values and reflect the benefits and outcomes of BPO. You should also define the scope, timeline, and budget of the outsourcing project and identify the key performance indicators (KPIs) and metrics that will measure your progress and success.

4 Communicate the vision

The fourth step is to communicate the vision and the BPO goals to all your stakeholders, both internally and externally. You should use different methods and channels, such as presentations, newsletters, emails, meetings, or webinars, to reach your audience and address their concerns and questions. You should also emphasize the benefits and opportunities of outsourcing and how it will affect their roles and responsibilities. The goal is to create awareness, understanding, and buy-in for the change.

5 Empower action

The fifth step is to remove any barriers or obstacles that may hinder the implementation of the outsourcing project. You should provide your employees with the necessary training, tools, and resources to adapt to the new processes and systems. You should also encourage feedback, collaboration, and innovation among your teams and your BPO provider. You should also empower your employees to make decisions and take ownership of their tasks and outcomes.

6 Celebrate wins

The sixth step is to recognize and reward the achievements and milestones of the outsourcing project. You should celebrate both the short-term and long-term wins and share the results and feedback with your stakeholders. You should also acknowledge the challenges and difficulties and learn from them. The goal is to build momentum, confidence, and morale for the change and sustain the commitment and engagement of your teams.

7 Consolidate gains

The seventh step is to monitor and evaluate the performance and impact of the outsourcing project. You should use the KPIs and metrics that you defined earlier and compare them with the baseline and the expected results. You should also collect and analyze the feedback and data from your customers, employees, and BPO provider. You should use this information to identify the gaps, risks, or issues and implement corrective actions or improvements. The goal is to ensure quality, efficiency, and satisfaction for the change and achieve the BPO goals.

8 Anchor the change

The final step is to embed the outsourcing project into your organizational culture and practices. You should reinforce the vision and the values that underpin the change and align them with your policies, procedures, and systems. You should also ensure that the outsourcing project is supported by your leadership and governance structures and integrated with your other initiatives and strategies. The goal is to make the change stick and prevent any backsliding or regression.

9 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?