Gartner Research

Achieving Excellent Business Outcomes via Business Process Outsourcing and Captive Shared-Service Centers

Published: 31 March 2015

ID: G00271477

Analyst(s): Cathy Tornbohm


Gartner has identified key reasons optimal results are not routinely achieved from BPO or business shared-service centers. Here we recommend key success steps for C-level executives, process owners, IT process leads and vendor management teams.

Table Of Contents
  • Key Challenges



  • Build a Roadmap of Continuous "Better"-Practice Process Activity Plans for Optimal Business Outcomes
  • Contract for What Will Motivate a BPO Supplier or SSC to Significantly Impact an Organization's Optimal Outcomes
  • Align Personal Incentive Schemes to Ensure Good Governance
  • Recommendations

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