Gartner Research

Business Process Outsourcing at the Crossroads

Published: 31 January 2002

ID: G00103707

Analyst(s): Rebecca S Scholl

Summary

In 2001, the trend toward multiprocess strategic outsourcing continued to grow, but the real uptake in the BPO market came from mainstream adoption of transaction-intensive process outsourcing.

Table Of Contents
  • Executive Summary
    • Introduction
    • Key Findings
    • Implications for IT Professional Services Vendors
    • Related Documents
  • Introduction
    • Definitions
    • What Is Core vs. Noncore?
    • Study Objectives
    • Study Methodology
  • Market Trends and Forecasts
    • BPO Forecasts
    • Global Market Trends
    • Market Segment Trends
    • Competitive Landscape
  • Demand Analysis
    • Top Processes Outsourced
    • Top Drivers and Obstacles to Outsource
    • Top Selection Criteria
    • Top Decision Makers
  • Supply Analysis
    • Primary BPO Revenue Streams
    • Sales Strategies
    • Contracting Strategies
    • Pricing Methodologies
    • Establishing Performance Metrics
    • Delivering BPO Services
    • Alliances
    • Strategic Initiatives for 2002
  • Conclusions and Recommendations
  • BPO Definitions
    • Business Administration
    • Supply Chain Management
    • Sales, Marketing and Customer Care

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