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Why do so many insurance executives feel their stomachs knot at the thought of turning over a vital business function to an outsider?
Because they fear losing control. But a solid, collaborative insurance business process outsourcing (BPO) relationship can actually give you more control—and enable high performance in the bargain.
Executives are accustomed to having direct control over the resources to deliver the results for which they are accountable. In BPO, the control is in the hands of the service provider. Yet, control need not diminish when an outsourcing partner steps into the mix. In fact, Accenture’s in-depth conversations with executives who oversee BPO relationships reveal a contrary tendency: two-thirds of the BPO veterans we interviewed assert that they actually get more control through the process. What is more, the kind of control these executives got was more powerful than what they initially feared losing.
In this BPO whitepaper we examine the concern about loss of control, and report on the practical measures taken by experienced outsourcers to improve their control over their operational performance, personal influence, knowledge, and customer and supplier relationships.
October 22, 2008
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