Gartner Research

User Survey: Large Company Business Process Outsourcing, North America, 2004

Published: 22 December 2004

ID: G00125091

Analyst(s): Robert H. Brown


Contract cancellations for formerly outsourced services remain relatively high. The trend has leveled off, however, and demand for business process outsourcing services continues to rise.

Table Of Contents
  • Executive Summary
    • Introduction
    • Study Objectives
    • Key Findings
  • Introduction and Methodology
    • Methodology
    • Report Objectives
    • Key Terms and Definitions
    • Related Documents
  • Plans for BPO by Process Area
    • Business Administration BPO Plans
    • SCM BPO Plans
    • Sales, Marketing and Customer Care BPO Plans
  • Drivers and Inhibitors of Large-Company BPO Uptake
    • The Situation Before Outsourcing
    • BPO Drivers and Challenges
    • Key Influencers for BPO
  • BPO Vendor Selection and Satisfaction
    • Key Vendor Selection Criteria
    • Success of BPO
    • Business Performance Metrics
  • BPO Contract Management
    • Preferred Contracting Mechanisms
    • Change and Cancellation
  • Summary and Recommendations
  • Report Glossary

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