Study On BPO Satisfaction Conducted By EquaTerra, Managing Offshore and InformationWeekFinds 73 Percent of Respondents Agree BPO is Improving Their Business ProcessesPRNewswire-FirstCall Is business process outsourcing (BPO) losing its luster? Quite the contrary, according to a BPO satisfaction study just conducted by EquaTerra, a multi-national outsourcing and insourcing advisory firm, Managing Offshore newsletter and InformationWeek magazine, both CMP Media publications. In fact, one of the most conclusive findings in the study was that 73 percent of respondents agreed with the statement that, "BPO is improving our business processes." Results of the study have been published in the June issue of Managing Offshore, and will be explored in greater detail during an EquaTerra/Managing Offshore/InformationWeek webcast on June 14, 2005. Conducted in April 2005, the study surveyed 200 qualified business and IT decision makers in North America across all major industries, and focused specifically on customer satisfaction levels around Finance and Accounting outsourcing (FAO) and HR outsourcing (HRO), both onshore and offshore. Four key findings emerged:
- A large majority of respondents currently engaged in BPO (FAO and/or
HRO) engagements feel it improves their business processes
- Those engaging in HRO and/or FAO are generally satisfied with the
results
- Spending on BPO is rising or staying the same, but rarely declining
- The more experience an organization has with BPO, the higher the
satisfaction levels
Stan Lepeak, Managing Director of Research for EquaTerra, said, "The results of our study demonstrate that BPO is alive and well, despite what a handful of industry 'doomsayers' promote. It is becoming an established component in many organizations' operating models, and is contributing to improved process performance levels. While there is a learning curve, most organizations are able to meet it successfully. Keys to success are experience and the use of established BPO tools such as service levels, metrics, formal proposal processes and finely-tuned service provider governance programs." "BPO is rapidly ascending from its role as a platform for isolated business applications to a broader and more integral part of corporate strategy," explained Rusty Weston, Editor of Managing Offshore. "This study shows that achieving high levels of BPO customer satisfaction takes more work on the part of the customer than it does on the part of the service providers. It is, in effect, a new business discipline." Weston will present a summary of the findings at the NASSCOM ITES-BPO conference in Bangalore, India on June 8th. For further information on the webcast, please contact: Allison.Norman@equaterra.com. For more details on the study, please send an e-mail to: research@equaterra.com. About EquaTerra EquaTerra (http://www.equaterra.com/), a global outsourcing and insourcing advisory firm with over 140 advisors in North America, Europe and Asia Pacific, is focused solely on providing global corporations and the public sector with advisory, research and outsourcing governance services that enable them to achieve service delivery excellence for their SG&A processes. EquaTerra's advisors average more than 20 years of industry, service provider and process experience with functional leadership in Finance & Accounting, Human Resources, Information Technology and Procurement, and have been involved in over 600 global business transformation, outsourcing and outsourcing governance projects. For more information, please contact Lee Ann Moore at +1 713.669.9292; leeann.moore@equaterra.com; http://www.equaterra.com/. About Managing Offshore The TechWeb Network's Managing Offshore is the first online publication targeted at solving the complex information needs of executives involved in global sourcing issues. Available by paid subscription only, Managing Offshore analyzes and provides reports on the global sourcing of services including application development, application maintenance, infrastructure, business process outsourcing, and call/contact centers. Managing Offshore provides in-depth reports on topics such as on how to find the best global locations for companies, explorations of local markets, as well as on cost- reduction and moving jobs overseas. Managing Offshore debuted in May 2004 and is published twelve times per year. About InformationWeek InformationWeek helps more than 440,000 Business Technology Professionals who buy, build and manage technology drive business innovation powered by technology. In addition to the weekly magazine, InformationWeek provides a platform of information solutions including http://www.informationweek.com/, InformationWeek Research, InformationWeek Events, which includes the InformationWeek Conference for Business Technology Executives and the InformationWeek Daily, an e-mail news service. In May 2003 in conjunction with Optimize, InformationWeek launched its Media Network. The Media Network consists of Optimize and Government Enterprise, as well as its Vertical Industry Network publications -- Bank Systems & Technology, Insurance & Technology and Wall Street & Technology. InformationWeek is consistently recognized for its commitment to excellence and innovation, receiving several of the industry's top media accolades including top spots in BtoB Magazine's annual Media Power 50, as well as awards from ASBPE and Circulation Management magazine. About CMP Media CMP Media (http://www.cmp.com/) is the leading integrated media solutions company providing "broad and deep" access to the entire technology spectrum -- the builders, sellers and buyers of technology worldwide. The company's comprehensive database of technology decision makers enables marketers to reach targeted audiences throughout the purchase process with publications, web offerings, face-to-face events, consulting and other marketing services that deliver actionable results. CONTACTS: Jolie Newman Alix Raine EquaTerra CMP Media 407.677.8404 516.562.7827 jolie.newman@equaterra.com araine@cmp.com SOURCE: CMP Media CONTACT: Jolie Newman of EquaTerra, +1-407-677-8404, Web site: http://www.cmp.com/ Company News On-Call: http://www.prnewswire.com/comp/181993.html |