Navigating the Web of Process Service Delivery Methodologies

In the past couple of months, HfS has seen the attention of service providers turn either to updating or releasing new process service delivery (PSD) methodologies such as Infosys with PPM and EXL with EXLerator. As a point of differentiation and demonstration of capability, PSD methodologies play a vital role in supporting the various stages of outsourcing engagements, whether it’s the initial deal pursuit itself or process knowledge capture, enabling process transition, process design, transformation or governance and reporting. So what is it that separates one process methodology from another? How should outsourcing customers go about evaluating PSD methodologies and the meaningful role that they can play in the effectiveness of their engagement?

 

HfS has examined a sample of the various PSDs and supporting tools which are available in the market as a prelude to a broader exercise in 2014 to understand how PSDs are evolving to help clients and service providers migrate to more “progressive outsourcing”.