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Need for outcome-based KPI metrics in business processes
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.
About the author
Image of Saumabha Barua
Saumabha Barua
Saumabha leads the Transformation Practice for Energy & Resources, Utilities and Manufacturing for TCS Cognitive Business Operations unit. With 25 years of experience in building relationships with organizations from the CxO level right all the way through to operational level, bringing in both the top-down and bottoms-up view having worked in presales.
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