Click here to close now.




















Welcome!

SDN Journal Authors: Pat Romanski, Wai Lam, Cloud Best Practices Network, Elizabeth White, Liz McMillan

Related Topics: @CloudExpo, Microservices Expo, @BigDataExpo, SDN Journal

@CloudExpo: Article

What Does Next-Generation BPO Look Like?

Sense of place, or perhaps ‘sense of BPO place’ is important

This post is sponsored by The Business Value Exchange and HP Enterprise Services

Somewhere along the line in between the 1990s and the so-called post-2000 ‘naughties' a change occurred. This change was subtle but important if you took an interest in enterprise-level management theories, methodologies and delivery mechanisms.

Outsourcing, as we once knew it, became Business Process Outsourcing. With an extended name and an accompanying acronym to boot, BPO arrived.

Actually that's not strictly what happened; in between outsourcing and BPO we saw outsourcing become offshore outsourcing. Functions from finance and billing to admin and support started to migrate offshore, along with other non-core operations that could be ‘manageably compartmentalized,' so-to-speak.

BPO: The Choice of a New Generation
If this is a brief and somewhat incomplete history of outsourcing, what comes next for next-generation Business Process Outsourcing?

Sense of place, or perhaps ‘sense of BPO place' is important. Business users today work to a set of commercially driven imperatives and requirements that can change quarter-by-quarter... possibly even month-by-month. What more justification then do you need for locating BPO control in the cloud for maximum flexibility.

Cloud should be a natural home for BPO for two reasons. Reason 1 is that the applications should be delivered in a subscription-based Software-as-a-Service format down the Internet pipe. Reason 2 is that a connected cloud environment provides a perfect location for higher-level dashboard views of the total system status and the health of all outsourced services.

Digging a little deeper you can see what a sensitive flower BPO really is. That is to say, the BPO of tomorrow is being influenced and driven very clearly and directly by those wider trends that we see in computing and IT as a whole.

Data analytics is on the tip of everyone's tongues as it forms such a close relationship with Big Data stores - but equally, data analytics should also form an integral part of the next generation BPO practices that we approach. We will not push any function (or part of a business function) to an outsourced state until it has been through the appropriate level of analytics, so that we know more about its value in the total workflow.

BPO Trends Are Trending
There's also a ‘modern trend' lilt to the way next-gen BPO is bending. What business process or control isn't being affected by mobile device proliferation and social collaborative connections? The answer is none and the same ruling applies to BPO.

All of this means that the next iteration of BPO controls will need to be embedded into our software application development infrastructure at the initial design phase. In the near future (and today too if you can stomach it) BPO will have become a composite part of a process-centric software architecture.

Senior director of product marketing at OpenText Brian Wick says that these developments mean that the applications and services you need to be able to deliver rapidly don't have to be developed from scratch, "But rather, they are composites of a [BPO and/or BPM] solution that you can piece together to meet your immediate needs. Now you can have a richer and faster way to create a variety of complex solutions without having to wait months to build the basic foundation of process that you may already have."

For a similar concurring view, HP's BPO blog team has written specifically on this subject saying that BPO providers must be collaborative and embrace hybrid models for these processes - while other tasks remain at internal centers.

Ruthless Streamlining
The HP blog team writes on BPO futures as follows, "The explosion of data and new technologies will require organizations to ruthlessly look to streamline their processes to survive and prosper in an increasingly complex world. Through slashing non-value-added activities, companies can not only survive, but differentiate through accelerating throughput, reducing errors, enhancing data integrity, increasing transparency and reducing costs. The technology and process expertise needed by enterprises to survive with increasing proliferation of technology and data will be a severe challenge for most firms. We believe that standardization, eliminating duplicate or ineffective systems, reducing points of input and required outputs, digitization, and enabling new technologies will be the key elements to achieving process simplification and competitive differentiation."

We know that our dynamic newly social more-mobile business channels are reshaping virtually every key constituent in an organization's value chain and BPO change is part of that total process. BPO will never be the same again and it already isn't.

More Stories By Adrian Bridgwater

Adrian Bridgwater is a freelance journalist and corporate content creation specialist focusing on cross platform software application development as well as all related aspects software engineering, project management and technology as a whole.

Comments (0)

Share your thoughts on this story.

Add your comment
You must be signed in to add a comment. Sign-in | Register

In accordance with our Comment Policy, we encourage comments that are on topic, relevant and to-the-point. We will remove comments that include profanity, personal attacks, racial slurs, threats of violence, or other inappropriate material that violates our Terms and Conditions, and will block users who make repeated violations. We ask all readers to expect diversity of opinion and to treat one another with dignity and respect.


@CloudExpo Stories
IBM’s Blue Box Cloud, powered by OpenStack, is now available in any of IBM’s globally integrated cloud data centers running SoftLayer infrastructure. Less than 90 days after its acquisition of Blue Box, IBM has integrated its Blue Box Cloud Dedicated private-cloud-as-a-service into its broader portfolio of OpenStack® based solutions. The announcement, made today at the OpenStack Silicon Valley event, further highlights IBM’s continued support to deliver OpenStack solutions across all cloud depl...
Red Hat is investing in Tesora, the number one contributor to OpenStack Trove Database as a Service (DBaaS) also ranked among the top 20 companies contributing to OpenStack overall. Tesora, the company bringing OpenStack Trove Database as a Service (DBaaS) to the enterprise, has announced that Red Hat and others have invested in the company as a part of Tesora's latest funding round. The funding agreement expands on the ongoing collaboration between Tesora and Red Hat, which dates back to Febr...
With the proliferation of connected devices underpinning new Internet of Things systems, Brandon Schulz, Director of Luxoft IoT – Retail, will be looking at the transformation of the retail customer experience in brick and mortar stores in his session at @ThingsExpo. Questions he will address include: Will beacons drop to the wayside like QR codes, or be a proximity-based profit driver? How will the customer experience change in stores of all types when everything can be instrumented and a...
The Internet of Things (IoT) is about the digitization of physical assets including sensors, devices, machines, gateways, and the network. It creates possibilities for significant value creation and new revenue generating business models via data democratization and ubiquitous analytics across IoT networks. The explosion of data in all forms in IoT requires a more robust and broader lens in order to enable smarter timely actions and better outcomes. Business operations become the key driver of I...
The web app is agile. The REST API is agile. The testing and planning are agile. But alas, data infrastructures certainly are not. Once an application matures, changing the shape or indexing scheme of data often forces at best a top down planning exercise and at worst includes schema changes that force downtime. The time has come for a new approach that fundamentally advances the agility of distributed data infrastructures. Come learn about a new solution to the problems faced by software organ...
WSM International, the pioneer and leader in server migration services, has announced an agreement with WHOA.com, a leader in providing secure public, private and hybrid cloud computing services. Under terms of the agreement, WSM will provide migration services to WHOA.com customers to relocate some or all of their applications, digital assets, and other computing workloads to WHOA.com enterprise-class, secure cloud infrastructure. The migration services include detailed evaluation and planning...
SYS-CON Events announced today that DataClear Inc. will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. The DataClear ‘BlackBox’ is the only solution that moves your PC, browsing and data out of the United States and away from prying (and spying) eyes. Its solution automatically builds you a clean, on-demand, virus free, new virtual cloud based PC outside of the United States, and wipes it clean...
Amazon and Google have built software-defined data centers (SDDCs) that deliver massively scalable services with great efficiency. Yet, building SDDCs has proven to be a near impossibility for ‘normal’ companies without hyper-scale resources. In his session at 17th Cloud Expo, David Cauthron, founder and chief executive officer of Nimboxx, will discuss the evolution of virtualization (hardware, application, memory, storage) and how commodity / open source hyper converged infrastructure (HCI) so...
Culture is the most important ingredient of DevOps. The challenge for most organizations is defining and communicating a vision of beneficial DevOps culture for their organizations, and then facilitating the changes needed to achieve that. Often this comes down to an ability to provide true leadership. As a CIO, are your direct reports IT managers or are they IT leaders? The hard truth is that many IT managers have risen through the ranks based on their technical skills, not their leadership ab...
SYS-CON Events announced today that HPM Networks will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. For 20 years, HPM Networks has been integrating technology solutions that solve complex business challenges. HPM Networks has designed solutions for both SMB and enterprise customers throughout the San Francisco Bay Area.
SYS-CON Events announced today that Micron Technology, Inc., a global leader in advanced semiconductor systems, will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Micron’s broad portfolio of high-performance memory technologies – including DRAM, NAND and NOR Flash – is the basis for solid state drives, modules, multichip packages and other system solutions. Backed by more than 35 years of tech...
SYS-CON Events announced today the Containers & Microservices Bootcamp, being held November 3-4, 2015, in conjunction with 17th Cloud Expo, @ThingsExpo, and @DevOpsSummit at the Santa Clara Convention Center in Santa Clara, CA. This is your chance to get started with the latest technology in the industry. Combined with real-world scenarios and use cases, the Containers and Microservices Bootcamp, led by Janakiram MSV, a Microsoft Regional Director, will include presentations as well as hands-on...
Through WebRTC, audio and video communications are being embedded more easily than ever into applications, helping carriers, enterprises and independent software vendors deliver greater functionality to their end users. With today’s business world increasingly focused on outcomes, users’ growing calls for ease of use, and businesses craving smarter, tighter integration, what’s the next step in delivering a richer, more immersive experience? That richer, more fully integrated experience comes ab...
SYS-CON Events announced today that Pythian, a global IT services company specializing in helping companies leverage disruptive technologies to optimize revenue-generating systems, has been named “Bronze Sponsor” of SYS-CON's 17th Cloud Expo, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Founded in 1997, Pythian is a global IT services company that helps companies compete by adopting disruptive technologies such as cloud, Big Data, advance...
Cloud and datacenter migration innovator AppZero has joined the Microsoft Enterprise Cloud Alliance Program. AppZero is a fast, flexible way to move Windows Server applications from any source machine – physical or virtual – to any destination server, in any cloud or datacenter, using its patented container technology. AppZero’s container is also called a Virtual Application Appliance (VAA). To facilitate Microsoft Azure onboarding, AppZero has two purpose-built offerings: AppZero SP for Azure,...
In today's digital world, change is the one constant. Disruptive innovations like cloud, mobility, social media, and the Internet of Things have reshaped the market and set new standards in customer expectations. To remain competitive, businesses must tap the potential of emerging technologies and markets through the rapid release of new products and services. However, the rigid and siloed structures of traditional IT platforms and processes are slowing them down – resulting in lengthy delivery ...
This Enterprise Strategy Group lab validation report of the NEC Express5800/R320 server with Intel® Xeon® processor presents the benefits of 99.999% uptime NEC fault-tolerant servers that lower overall virtualized server total cost of ownership. This report also includes survey data on the significant costs associated with system outages impacting enterprise and web applications. Click Here to Download Report Now!
U.S. companies are desperately trying to recruit and hire skilled software engineers and developers, but there is simply not enough quality talent to go around. Tiempo Development is a nearshore software development company. Our headquarters are in AZ, but we are a pioneer and leader in outsourcing to Mexico, based on our three software development centers there. We have a proven process and we are experts at providing our customers with powerful solutions. We transform ideas into reality.
SYS-CON Events announced today that IceWarp will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. IceWarp, the leader of cloud and on-premise messaging, delivers secured email, chat, documents, conferencing and collaboration to today's mobile workforce, all in one unified interface
Too often with compelling new technologies market participants become overly enamored with that attractiveness of the technology and neglect underlying business drivers. This tendency, what some call the “newest shiny object syndrome,” is understandable given that virtually all of us are heavily engaged in technology. But it is also mistaken. Without concrete business cases driving its deployment, IoT, like many other technologies before it, will fade into obscurity.