Milwaukee, Wis., October 28, 2010 — Improving process management is the no. 1 way that BPO (Business Process Outsourcing) providers can best improve service. That’s the finding of a new survey by ASQ, the leading network of global quality experts. Companies that outsource business processes rank process management as the key area that their provider(s) can change to have the most positive impact on customer satisfaction. Fifty-five percent are substantially dissatisfied with their provider(s) in the area of innovation and making process improvements.
Industry representatives who responded to the survey ranked the following as the three biggest benefits they expected when making the decision to outsource their business processes:
Are BPO providers meeting expectations? Companies that answered this survey question feel that providers are falling below expectations in a number of areas, including:
"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 published by ASQ Quality Press.
When asked what would improve satisfaction with their BPO provider(s), industries most often requested:
Of those who outsource quality assurance/management functions, industries most often requested improvement in quality and technical knowledge (24%) followed by better understanding of business objectives (18%) and improvement in relationships with in-house management teams (18%).
The survey of more than 300 ASQ members and customers was fielded October 8–22, 2010, and reflects a number of industries including transportation, utilities, wholesale trade/retail, banking/finance, healthcare, government and IT. Those surveyed are currently outsourcing the following business processes:
ASQ is a global community of people dedicated to quality who share the ideas and tools that make our world work better. With millions of individual and organizational members of the community in 150 countries, ASQ has the reputation and reach to bring together the diverse quality champions who are transforming the world’s corporations, organizations and communities to meet tomorrow’s critical challenges. ASQ is headquartered in Milwaukee, Wis., with national service centers in China, India and Mexico. Learn more about ASQ’s members, mission, technologies and training at www.asq.org.