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Disruptive and innovative technologies mean little without a service-based approach to essential capabilities, to reinvent your business model.
Every business is a digital business—innovative technology solutions are an integral part of the business landscape. It’s no exaggeration to say that technology lets you do just about anything you want, anytime you want. But two questions emerge:
With business services available on demand—and, in most cases, with greater functionality and at lower cost than running them internally—how will you put all those pieces together coherently? How will you design your business and its component parts, run it, staff it and govern it?
These questions present enterprises with the opportunity to create a “business process outsourcing (BPO) advantage.” Business processes are essentially the operating system for the entire organization, and BPO is the business model for how to source multiple IT-enabled business services and integrate them into a whole greater than the sum of the parts.
As businesses harness the power of technologies, they’re rethinking their digital strategies. IT has become a driving force—in many cases, the driving force—behind effective growth across all industries.
Because it’s no longer possible to separate “the technology” from “the business," companies need to articulate their challenges from both technology and business angles.
With cloud architectures, BPO is moving into its fifth generation—characterized by on-demand services applied across multiple clients. The “process cloud” uses a common, one-to-many platform to automate highly standardized processes. It differs from application clouds by providing end-to-end process support, covering not just software but also people processes—such as contact centers.
Cloud, mobile and collaboration technologies will help BPO to evolve into its next generation down the road. Business people are increasingly using such technologies to build communities where members share experiences and best practices and learn from one another. The future will bring even more collaboration and the tools to achieve it.
Leveraging the right technologies, processes and providers to redesign a business requires a significant change in mindset. The ecosystem of technologies and players is now too complex for a business-as-usual approach to operations. Businesses need architects to help them design, integrate, run, govern and continuously maximize the mosaic of services, and effective managers to broker and optimize the connections and ongoing relationships.
Accenture believes that making this governance mindset a reality requires a set of capabilities that are not typically considered part of traditional IT governance, but are now part of advanced BPO services:
Value. A function to track business goals related to the services created or sourced.
Architecture. A capability to maintain a consistent and effective business and IT architecture.
Delivery. A group overseeing the ultimate service delivery.
BPO has already revolutionized how organizations design and run their businesses. Today it is helping them focus on how they actually deliver value to customers and the broader society, and helping them access best-in-class services for their major business functions.
November 12, 2013
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