Business Process Services: A Successful Transition Is the Foundation of World-Class Outsourcing

The transition of a service from a client’s service team to an outsourcing service provider is a critical activity and one that must be successful to ensure an effective operation from day one throughout the life of the service. It ensures the implementation of the agreed upon service solution, including people, processes and technology, and the contract framework, which are building blocks of BPS success.

Genuinely successful transitions are the linkage between the solution, contract, business case, and the steady state service, laying the foundation required to deliver and manage operations based on the client’s business case. How many times has an operation been disadvantaged because of a decision made by a transition manager that resulted in on time and on budget delivery, but ultimately impacted the ability of the operation to meet the required client outcomes?

Success should be based not only on the traditional factors of cost, quality and speed, but also in providing the service delivery and account management capabilities necessary to deliver the client’s business case throughout the lifetime of the outsourcing arrangement.

What makes up an effective transition to plan for a successful BPS outsourcing engagement? This paper examines the key elements, including:

  • Expert team
  • Robust governance model
  • Mature transition framework
  • Effective change management
  • Focus on business and service readiness testing

These elements work together to manage a complex set of accountabilities, interdependencies and resources to ensure effective operational, tactical and strategic decision making.