"Companies understand the next chapter of outsourcing will focus on the importance of growth and innovation to their business," said Rick Tober, a vice president at Capgemini, a global leader in consulting, technology and outsourcing. "Simply focusing on the lowest cost solution without transformational services and innovation solutions will not allow companies to obtain the more sustained ongoing strategic value they want."
Consistent with last year's results, participants indicated that IT Outsourcing (51.5 percent) is the outsourcing strategy that has the biggest potential upside to an organization over the next 3-5 years, followed by Finance & Accounting Outsourcing (21.2 percent). IT Outsourcing (37.3 percent) is also the main service that has already been outsourced to external service providers.
Additional survey highlights include:
* More than one third (38.2 percent) of participants felt the biggest downside to outsourcing is not getting the expected results, followed by public/customer backlash (23.5 percent), and anxiety over loosing control (20.6 percent).
* The greatest internal challenge participants felt the company faced when considering BPO was management resistance (39.4 percent), followed by lack of internal metrics/goals (27.3 percent) and cultural issues (24.2 percent).
* The three most important legal issues concerning BPO today according to those surveyed were: governance procedures (33.8%), business continuity (27.7 percent) and intellectual property rights (26.2 percent).
* Again, this year, participants cited ability to offer transformational services in addition to operate capability as the most important criteria for selecting a BPO provider (45.6 percent last year and 47.2 percent this year).
The survey results are available at no charge at the Capgemini Web site. Registration is not required.
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