Technology and Business Process Outsourcing (BPO) can be a strategy to extend the capabilities of the firm, achieve cost savings, increase revenues and extend services. The move to the Cloud is the biggest example of firms leveraging the resources and capabilities of cloud providers like Amazon, Microsoft or Salesforce. Developing a sales strategy through a partner model or using offshore development resources are other examples of BPO.
The success of a BPO initiative is impacted by the firm’s preparation, documentation and due diligence. Undocumented information, processes and obligations that are just known by employees of the firm must be documented so the knowledge and expectations can be communicated to the outsourcing provider.
Rourke Advisory brings its structured process to ensure expectations are met by the firm and the obligations are understood and contractually committed to by the outsourcing firm. Services include:
- Completion of the due diligence on the selected outsourcing provider to confirm they can meet the business requirements and standards
- Defining service levels that can be incorporated into contractual agreements. What is the severity for each service level and the corresponding escalation process
- Documenting the firm’s processes to be followed by the provider providing the outsourced services so they align with the firm’s requirements. Many processes in a firm may be learned from other staff, but with outsourcing, the requirements and processes need to be clearly documented
- Defining the obligations and expectations of both parties if the service needs to be repatriated. If the firm is sold, a buyer may want to provide the outsourced service through their existing capabilities to realize cost synergies. An inability to bring the service back inhouse could jeopardize a sale or reduce the enterprise value
- Working with firm’s legal counsel to ensure the business requirements are met based on the due diligence and process documentation