Study Finds BPO Dissatisfaction
A new ASQ survey finds widespread dissatisfaction with business process outsourcing, particularly in the area of process management, the organization said.
The survey was conducted among more than 300 ASQ members and customers, the global quality network said, and financial organizations participating said improving process management was their top concern when it comes to business-process outsourcing.
Only about a third of survey respondents said they felt they were getting good value or meeting performance metrics from their BPO investment, citing assigning and retaining quality people among areas of concern. Meanwhile 57% said they were "substantially dissatisfied with their providers in the area of innovation and making process improvements," the ASQ said.
The respondents said improved communications and staff training, allowing for more creativity and innovation and meeting deadlines would all help improve BPO satisfaction.
The survey said two-thirds of the financial institutions that responded said they were outsourcing back-office services such as accounting, compliance and IT, while 21% said they were outsourcing human resources and quality assurance management and 18% said the same of facilities services and security.
"While low cost gets a provider in the door, it's clear that those who innovate and provide best-in-class core processes that deliver superior value will be positioned for long-term success," said Jean Harvey, ASQ business process outsourcing expert and author of "Complex Service Delivery Processes: Strategy to Operations" from ASQ Quality Press.
Formerly known as the American Society for Quality, Milwaukee-based ASQ administers the Malcolm Baldrige National Quality Program awards, and other standards and training programs and has a global membership of 85,000 professionals.