A new ASQ survey finds widespread dissatisfaction with businessprocess outsourcing, particularly in the area of processmanagement, the organization said.

The survey was conducted among more than 300 ASQ members andcustomers, the global quality network said, and financialorganizations participating said improving process management wastheir top concern when it comes to business-processoutsourcing.

Only about a third of survey respondents said they felt theywere getting good value or meeting performance metrics from theirBPO investment, citing assigning and retaining quality people amongareas of concern. Meanwhile 57% said they were “substantiallydissatisfied with their providers in the area of innovation andmaking process improvements,” the ASQ said.