Gartner Research

User Survey: Small and Midsize Business Process Outsourcing, North America, 2005

Published: 29 November 2005

ID: G00135646

Analyst(s): Robert H. Brown


Gartner polled 131 small and midsize businesses about their requirements for business process outsourcing. Small business are outsourcing finance and accounting functions, whereas midsize companies have concentrated on outsourcing HR. Cost reduction and improving service levels are driving SMB BPO uptake.

Table Of Contents
  • Executive Summary
    • Key Findings
    • Recommendations
  • Study Objectives and Methodology
    • Study Objectives
    • Methodology
  • Plans for BPO by Process Area
    • Business Administration BPO Plans
    • SCM BPO Plans
    • Sales, Marketing and Customer Care BPO Plans
  • Drivers and Inhibitors to SMB BPO Uptake
    • Key Influencers for BPO
  • SMB BPO Vendor Selection and Satisfaction
    • Key Selection Criteria
  • SMB BPO Service Delivery
    • Software and Infrastructure Considerations
    • Offshore BPO
  • SMB BPO Contract Management
    • Terms and Conditions

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