Gartner Research

Essential Roles in Retained Organizations and Service Providers for BPO

Published: 30 July 2012

ID: G00235458

Analyst(s): Ruby Jivan


To ensure the success of business process outsourcing engagements, business unit managers need to review the organizational alignment of both their company and the supplier, and define the key roles and responsibilities of the BPO delivery teams.

Table Of Contents
  • Key Challenges


  • Establish a Retained Organization That Aligns to the Business Requirements
    • Two Groups Are Involved in a BPO Management Phase
    • Three Key Roles Should be Considered in the Post-BPO Organization
  • Incentivize the Retained Business Organization to Ensure It Is Constantly Motivated to Deliver on Business Outcomes
    • Supplier Organization

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