Gartner Research

User Survey: SMB Business Process Outsourcing, North America, 2004

Published: 13 October 2004

ID: G00124011

Analyst(s): Robert H. Brown

Summary

Although demand for a variety of business process outsourcing services continues to increase in the small and midsize business segment, a trend to "reinsource" certain processes has risen for three successive years.

Table Of Contents
  • Executive Summary
    • Study Objectives
    • Key Findings:
  • Introduction and Methodology
    • Report Objectives
    • Methodology
    • Key Terms and Definitions
  • SMB Plans for BPO by Process Area
    • Business Administration BPO Plans Through 2004
  • Drivers and Inhibitors to SMB BPO Uptake
    • Situation Before Outsourcing
    • BPO Drivers and Challenges
    • Key Influencers for BPO
  • SMB BPO Vendor Selection and Satisfaction
    • Key Selection Criteria
    • Success of BPO
  • SMB BPO Contract Management
    • Terms and Conditions
  • Summary and Recommendations
  • Glossary of Terms

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