Gartner Research

Trends in Business Process Outsourcing

Published: 05 May 1997

ID: G0046085

Analyst(s): Allie Young


The information technology (IT) outsourcing market is moving to a more sophisticated business service in the form of business process outsourcing (BPO). BPO promises new opportunities for services providers to leverage their consulting, process, and IT operational expertise to deliver value-based customer solutions.

Table Of Contents
  • Introduction
    • Methodology
    • Business Process Outsourcing Defined
    • Differentiating BPO and IT Operational Outsourcing
    • Differentiating BPO and Transaction Processing
    • The Relationship between BPO and BPR
    • The BPO Process Continuum
    • Emerging Opportunities in Business Process Outsourcing
    • Alternative Sourcing Options
    • New Organization Structures Lead to the Virtual Organization
    • Characteristics of Business Process Outsourcing
    • BPO Engagements/Contracts
    • Customer Benefits
    • Risks Associated with BPO
    • The Optimum Candidate for BPO
    • BPO Competitive Landscape
    • How Players Enter the BPO Market
    • IT Operational Outsourcing
    • Business Process Re-engineering or Consulting
    • Transaction Processing
    • Process Expertise
    • Industry Expertise
    • Strategies for Success: How Vendors Differentiate Themselves
    • Strategic Alliances, Partnerships, and Acquisitions
    • Service Delivery
    • Mass Optimization
    • Customized Replacement
    • Pricing
    • The Future Direction of Business Process Outsourcing

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