Gartner Research

Performance Road Map: Best Practices for Shaping Service Provider Business Strategy for Business Process Services

Published: 20 June 2014

ID: G00262220

Analyst(s): Cathy Tornbohm , TJ Singh , Morgan Yeates


This Gartner Performance Road Map identifies key service delivery performance measures for the provision of business process services. It gives BPS providers a strategic road map for articulating value, differentiating offerings and measuring service performance now and in the future.

Table Of Contents
  • Key Challenges


  • Why Is the Gartner Performance Road Map for BPS Providers Important?
    • Value Proposition
    • Constituents That Benefit


  • Current State of BPS Performance Metrics
  • Performance Road Map Framework
  • Market Responsiveness
    • Strategic Awareness
    • Value Articulation
    • Pricing
    • Targeting
  • Sales Effectiveness
    • Sales Velocity and Sales Volume
    • Sales Diversity
    • Sales Performance
    • Sales Coverage
  • Service Line and Practice Management
    • Portfolio Complexity
    • Portfolio Adoption, Portfolio Vibrancy and Portfolio Distribution
    • Revenue Concentration
  • What Is the Road Map for BPS Services in the Future?
    • Articulate Value Amid Creeping Commoditization
    • Know Buyers' Needs Better Than Buyers Do Themselves
    • Industrialize Now and Bring Clients Along


  • Overview
    • Companies That Contributed

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