Points of View

The Principles of Business Process Partnering

Business Processing Outsourcing (BPO) has been, by many measures, a consistently successful innovation in enterprise service delivery that has matured over the last twenty years. In fact, only 13% of service buyers in HfS’ Ideals of As-a-Service study believe there is no more value to be found in the current outsourcing model.


Outsourcing is the starting point for driving out bloated labor costs, centralizing the delivery staff within a service provider, and creating some basic common standards across processes. However, it’s not the end-solution for ambitious firms. It’s merely the start of the journey toward a future vision of As-a-Service in which service delivery evolves into a genuine blending of people-plus-technology. This future As-a-Service vision is our ultimate destination of services value, with process capability accessible on-tap, service buyers being empowered to focus on proactive value identification, through meaningful and secure data, enabled by intelligent automation and digital tools. This is all made possible by smart people working and partnering together—the future is centered on real business transformations enabled by smart technologies, based on collaborative Business Process Partnering between service buyer and provider.

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