Skip to main content
Skip to footer

From Business Process Services to Business Outcome Service

 

Need for outcome-based KPI metrics in business processes

Saumabha Barua

Head – Transformation Practices for Utilities and Manufacturing, TCS

You have these already downloaded

We have sent you a copy of the report to your email again.


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

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.
Write to me

Related reading

TCS Intelligent Edge Computing Services: Unlock Next-gen Performance

Solution | 22 Mar 2023

Morrisons Partners with TCS to Transform HR Operations and EX

Case Studies | 30 Nov 2022

TCS Workplace Modernization Solution: Improve Employee Experience

Solution | 18 Nov 2022

Digital Finance: 5 Key and Actionable Ways to Unlock New Value

Blog | 16 Nov 2022

Transformation starts here

Ready to unlock value with cognitive, integrated operations?

Talk to our experts

Find out more