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With the globalization of organizations, businesses have started outsourcing more non-core operations. In fact, the very definition of core processes that could be outsourced has changed. The journey from business process services to business outcome services includes six phases:

  • Phase 1: Outsourcing for cost arbitrage and faster TAT
  • Phase 2: Reducing FTEs year-on-year
  • Phase 3: Ensuring process effectiveness
  • Phase 4: Redesigning underlying business applications
  • Phase 5: Improving the infrastructure
  • Phase 6: Transforming the service provider for outcome-focused services

The transition from business process centricity to business outcome demands a seamless connection of ground-level infrastructure metrics with process-level operational metrics to build key business metrics to achieve strategic goals. The chaining of measurement metrics requires a thorough understanding of the cause and effect to ensure a consistent outcome across all layers.

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Saumabha Barua,

Head – Transformation Practices for Utilities and Manufacturing, TCS


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