Learnings from Successful Global Business Process Outsourcing Deals

Abstract

This IDC study presents some of the key drivers and selection criteria from some global deals with the objectives of presenting some learnings to Australia organisations on selecting service providers (SPs) to forge strong and successful long-term partnerships.

"Despite the relative maturity of the Australia market in the Asia/Pacific (excluding Japan) or APEJ region, Australia organisations still lag behind organisations in the United States and Europe in their approach to business process outsourcing (BPO) services. IDC attributes this primarily to a lack of formally structured internal due-diligence teams within Australia organisations. As a result, there is a shortage of consensus on common goals and objectives and leads to complex sales cycles and decision-making processes," says Aprajita Sharma, research manager, outsourcing and BPO, IDC Australia.