Three-layer of management framework for BPO in an organization
| Layer – environment/characteristics | Effects | Capabilities/people’s abilities |
|---|---|---|
| BPO Strategic alignment (L1) Leadership (L2) Competence (L3) Strategic partnership (L5) | Customer satisfaction Employee satisfaction Financial results | Culture: knowledge in BPO foundation, foresight, a supportive board, trust in and mandate for employees, willingness to lead, a coaching/mentoring style, result awareness, accountability for business processes stated in the vision document, importance of mindset and training, business insights and society foresights, strategic and partnering thinking, innovativeness, value statements (trust, commitment, responsibility, appraisals, common value mindset, customer focus, willingness and responsiveness to change) and stakeholder/environment awareness and responsiveness |
| Organization – BPM alignment BPM organization (L4) | Coordination | Structure: core- and sub-processes, teams and roles with defined responsibilities in organization and toward BPM |
| BPM Monitoring trends (L6) | Governance: common approach and terminology, BPM principles and skills in BP analysis/design/implementation/evaluation/improvement and innovations Methods: business environment analysis, measuring, statistics, certifications/awards/rewards IT: business process applications, tasks, and errands along with better service provision to the external customers | |
| BPM – BP alignment Layered management (L7) | Integration | Methods: regular conversations, sharing, explaining and listening, training and informing, quality management program |
| BP External drivers (L8) | Operational performance | People: competence in business performance, customer requirements driven (needs/expectations/desired outcomes), service- and solution-oriented, willingness/ability to learn, business expertise, community involvement, a caring mind, communicative, collaborative, positive, flexible, responsible, comfortable in decisions, value driven |
| Layer – environment/characteristics | Effects | Capabilities/people’s abilities |
|---|---|---|
| BPO | Customer satisfaction | Culture: knowledge in BPO foundation, foresight, a supportive board, trust in and mandate for employees, willingness to lead, a coaching/mentoring style, result awareness, accountability for business processes stated in the vision document, importance of mindset and training, business insights and society foresights, strategic and partnering thinking, innovativeness, value statements (trust, commitment, responsibility, appraisals, common value mindset, customer focus, willingness and responsiveness to change) and stakeholder/environment awareness and responsiveness |
| Organization – BPM alignment | Coordination | Structure: core- and sub-processes, teams and roles with defined responsibilities in organization and toward BPM |
| BPM | Governance: common approach and terminology, BPM principles and skills in BP analysis/design/implementation/evaluation/improvement and innovations | |
| BPM – BP alignment | Integration | Methods: regular conversations, sharing, explaining and listening, training and informing, quality management program |
| BP | Operational performance | People: competence in business performance, customer requirements driven (needs/expectations/desired outcomes), service- and solution-oriented, willingness/ability to learn, business expertise, community involvement, a caring mind, communicative, collaborative, positive, flexible, responsible, comfortable in decisions, value driven |
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