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KNOWLEDGE PROCESS OUTSOURCING
The evolution and maturity of the BPO sector has given
birth to yet another
wave in the global outsourcing scene:
KPO or Knowledge Process Outsourcing.
The success in outsourcing business process operations
has encouraged
many firms to start outsourcing their high-end knowledge
work as well.
Cost savings, operational efficiencies, access to a
highly talented work
force and improved quality are all underlying
expectations in off-shoring
high-end processes.
Knowledge process outsourcing (KPO) is the term used to
describe outsourced
support that requires deep domain knowledge and the
exercise of judgment and interpretation. It differs from
traditional BPO/ ITO outsourcing, which tends to focus
on rules-based processing. KPO typically requires people
with higher education, specific skills, and specialized
business experience. As the work entails
decision-making, offshore teams would need to be more
closely integrated with the onshore teams that they
support than would be the case in a typical outsourcing
engagement. Process transparency is a major barrier to
using KPO services. Many organizations do not track
carefully which decisions are made by whom, and rely so
much on informal social processes (and "soft skills")
that it is unclear how much the use of KPO would disrupt
existing operations. However, requirements like
Sarbanes-Oxley and radical transparency movements like
full cost accounting shareholder activism,
and eco-labels and moral purchasing
require organizations to be more explicit about when and
by whom decisions are made. These trends make it easier
for outsourcing non-critical jobs to be considered by
qualifying the impact of decisions in advance.
Furthermore, it becomes easier to evaluate and compare
success. A fully developed service economy enables KPO
by treating all functions as services. So do more technical trends such as service oriented
architecture, enterprise application integration
and telework: it is easier to outsource a
job if it is already being performed outside the head
office. Organizations adopting ISO 9000 and ISO 19011
should also find it much easier to
integrate externally provided KPO into their operations
and audit them on a fair basis.
If
you are considering outsourcing your knowledge
processing needs, or would just like to know more about
the various KPO services that can be outsourced check
out H.F.C's Knowledge Process Outsourcing Services.
We
have specialized departments that focus on various areas
of Knowledge Processing Outsourcing.
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