Client Challenge
The Client’s supervisory board asked TORI to assess its BPO (Business Process Outsourcing) offerings, compared to best practice and a specific competitor.
The engagement involved:
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Assessing the Provider’s current BPO capabilities in winning future business
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Recommending areas for improvement
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Providing insight for future strategic planning to include; proposed capabilities and competitor analysis
What We Did
TORI deployed two experienced SMEs:
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The first senior SME led a global cost reduction exercise and had deep expertise within IT Change, Data / Cyber Security and IT Service Management
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The second senior SME had oversight for the sale, delivery and implementation of several IT and business-process outsourcing arrangements for global organisations, and had vast market infrastructure experience
TORI assisted with:
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Discovery: review of documentation, interviews, client reviews
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Reporting: Use 16 qualitative interviews to produce a report on using BPO offerings versus the competitor’s benchmark standard
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Risk Assessment: Financial, Reputational, Regulatory and People
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Knowledge Transfer: The team worked closely with the client to increase capability and update working practices
Outcome & Results
In 4 weeks, TORI delivered a set of recommendations for improvement to reach the desired capability. The recommendations were segmented into key feedback, implications for the Provider, and next steps.
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Set and calibrated the Provider’s ambition level against each criterion together with management
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Presented the final report including detailed feedback and strategic recommendations to the Provider’s CEO/Board
The findings revealed the following:
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The client needs to develop capability beyond software, namely service and Business outcomes; offering operational efficiency as well as the avoidance of additional costs