Transformational Outsourcing

Abstract

This chapter explains the concept of transformational outsourcing. It is suggested that prior to implementing a transformation, the customer will need to consider a number of internal issues, ranging from defining business objectives and direction to assessing the need to realign its organization to absorb change. With any transformation, one of the most difficult tasks is defining the scope of transformation requirements. The first step is to determine who will be responsible for preparing the scope requirements. The next list provides a number of key provisions relating to the definition, development, and implementation of a transformational project that both the customer and the vendor should consider when negotiating the business process outsourcing (BPO) contract.

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