{"id":1098,"date":"2014-10-17T06:48:00","date_gmt":"2014-10-17T06:48:00","guid":{"rendered":"http:\/\/localhost\/projects\/horsesforsources\/decontructing_bpo_101714\/"},"modified":"2014-10-17T06:48:00","modified_gmt":"2014-10-17T06:48:00","slug":"decontructing_bpo_101714","status":"publish","type":"post","link":"https:\/\/www.horsesforsources.com\/decontructing_bpo_101714\/","title":{"rendered":"Deconstructing your manual BPO activities for the As-a-Service Economy"},"content":{"rendered":"<p><em>With the increasing momentum of <a href=\"http:\/\/www.horsesforsources.com\/category\/robotic-process-automation\" target=\"_blank\" rel=\"noopener\">Robotic Process Automation<\/a> and comprehensive business platforms solutions in BPO, it seems like a good time to step back and take a look at what really occurs \u201cunder the covers\u201d of most BPO delivery. \u00a0Let&#8217;s hear what HfS&#8217;\u00a0<a href=\"http:\/\/www.hfsresearch.com\/the-team\/charles-sutherland\" target=\"_blank\" rel=\"noopener\">Charles Sutherland<\/a>\u00a0has to say about deconstructing those &#8220;human&#8221; elements of processing work &#8211; and how they will evolve with all the technology-enablement underway&#8230;<\/em><\/p>\n<div id=\"attachment_16667\" class=\"wp-caption alignright\"><a href=\"http:\/\/www.horsesforsources.com\/wp-content\/uploads\/2014\/10\/Ivory_Sutherland_Dallas.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-16667 \" title=\"Ivory_Sutherland_Dallas\" src=\"http:\/\/www.horsesforsources.com\/wp-content\/uploads\/2014\/10\/Ivory_Sutherland_Dallas-e1413542075190.jpg\" alt=\"\" width=\"315\" height=\"234\" \/><\/a><\/p>\n<p class=\"wp-caption-text\">HfS&#39; Charles Sutherland (pictured right) and Tom Ivory deconstruct BPO in a Dallas parking lot<\/p>\n<\/div>\n<div style=\"text-align: justify;\">\n<p>When you get right down to it, BPO isn\u2019t all that complex and, regardless of whether it is a horizontal or industry vertical based process solution, there are only a few basic components that are used to construct a solution.\u00a0\u00a0 Understanding this will be critical to making BPO work in the new \u201cAs-a-Service Economy\u201d.<\/p>\n<p>Architecting a BPO solution is not all that different from being a writer of a comedy movie, whether that writer happens to be based in Hollywood, London, Paris or Mumbai.\u00a0 If you watch closely, most comedies are based on the interweaving of a few recurring plots involving the key cast members.\u00a0\u00a0 These might include:<\/p>\n<ul>\n<li>Mistaken identity (in all forms)<\/li>\n<li>Boyfriend\/girlfriend that got away returns to town<\/li>\n<li>A couple works together for the first time<\/li>\n<li>Eccentric in-laws come for a visit<\/li>\n<li>Friends feel that someone is hiding something and decide to investigate<\/li>\n<li>A family vacation<\/li>\n<li>Dad gives horrible advice to son\/daughter about dating\/relationships<\/li>\n<li>A protagonist suffers accidental memory loss<\/li>\n<li>Competition for a prize<\/li>\n<li>Unexpected arrival of a windfall of $<\/li>\n<li>A surprise party\/birthday\/pregnancy<\/li>\n<li>Accidental ingestion of a mind-altering substance<\/li>\n<\/ul>\n<p>The only difference, therefore, between most generic comedies, whether they involve Kate Hudson,<!-- pagebreak --> Peter Sellers, Jacques Tati or Priyanka Chopra, is which mix of these plots is involved.<\/p>\n<p>And it\u2019s the same with BPO &#8211; when you deconstruct the actions in a BPO process, what you will generally find is that they comprise some combination of these human elements:<\/p>\n<ul>\n<li>Opening an envelope<\/li>\n<li>Answering the phone to interact with customers\/suppliers\/partners<\/li>\n<li>Keying or scanning in data<\/li>\n<li>Repurposing content<\/li>\n<li>Starting or closing a case<\/li>\n<li>Comparing data fields on screen and or on paper<\/li>\n<li>Identifying an exception to a process and flagging it for remedy<\/li>\n<li>Making a decision based on a business rule<\/li>\n<li>Requesting\/Authorizing\/Making a payment<\/li>\n<li>Updating status field in a system<\/li>\n<\/ul>\n<p>Hopefully by now you recognize the repetition of the elements, both in comedy movies and, more importantly, in your business processes.\u00a0\u00a0 But why does this matter, why should I even<em> think<\/em> about deconstructing a process into its human elements at this point in time?<\/p>\n<p>It\u2019s useful to do, because the way that you will need (or want) to combine those elements together in your BPO process, is going to change in the next few years, if not already for you today.<\/p>\n<p>We believe that with robotic process automation, the digitization of previously \u201canalog\u201d, or paper-centric processes, enabled by \u00a0the advent of As-a-Service intuitive solutions, will result in many of these 10 human elements being less critical to the \u201cplot\u201d, if not being eradicated outright.<\/p>\n<p>Therefore, if you aren\u2019t already thinking about what you really <em>have<\/em> in your business process and what your people are <em>really<\/em> doing, you aren\u2019t going to be as prepared for this new disruptive world as you will need to be.<\/p>\n<p>In short, we believe that process automation is going to impact dramatically these human process activities over the next 5 years:<\/p>\n<ul>\n<li>Keying or scanning in data<\/li>\n<li>Repurposing content<\/li>\n<li>Starting or closing a case<\/li>\n<li>Comparing data fields on screen and or on paper<\/li>\n<li>Identifying an exception to a process and flagging it for remedy<\/li>\n<li>Making a decision based on a business rule<\/li>\n<li>Updating status field in a system<\/li>\n<\/ul>\n<p><strong><span style=\"color: #ff6600; font-size: medium;\">The Bottom-line: \u00a0The roots of the As-a-Service Economy have already been planted \u2013 and BPO is taking on a very different solution form<\/span><\/strong><\/p>\n<p>The broad-based adoption of As-a-Service business platforms will radically impact how these 10 human process elements are transacted \u00a0tomorrow, compared to how they \u00a0they are transacted today.<\/p>\n<p>This is our future for BPO, which will likely not even be called BPO for much longer as more and more processes are digitized and technology-enabled to form components of automated solutions where the outcomes of these processes are taken for granted. \u00a0\u00a0For example, does anyone with half a digital brain cell even <em>think <\/em>about photocopying receipts for their expense submissions anyone when a quick scan onto your mobile in the taxi will be only \u201cmanual\u201d component necessary?\u00a0 And why will be we need to employ call center reps to prepare auto-insurance quotes once all the data points can be pulled together and a computer generated quote can be automated for the customer in seconds?<\/p>\n<p>This is the future that HfS is researching to understand how it will turn out and by when.\u00a0\u00a0 That\u2019s, at least, what keeps us up at night rather than watching re-runs of \u201cBeing There.\u201d\u00a0 We\u2019ve already been here and we want to see where we all end up before long.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>With the increasing momentum of Robotic Process Automation and comprehensive business platforms solutions in BPO, it seems like a good&#8230;<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[48,57,78,80,838,90,91,832,98],"tags":[303],"organization":[],"ppma_author":[19],"class_list":["post-1098","post","type-post","status-publish","format-standard","hentry","category-business-process-outsourcing-bpo","category-digital-transformation","category-hfsresearch-com-homepage","category-hr-strategy","category-kpo-analytics","category-robotic-process-automation","category-saas","category-sourcing-best-practises","category-the-as-a-service-economy","tag-enterprise-irregulars"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Deconstructing your manual BPO activities for the As-a-Service Economy - Horses for Sources | No Boundaries<\/title>\n<meta name=\"robots\" content=\"index, follow, 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