BPO Case Studies
Case studies analyze real-life BPO Market development engagements, drawing on examples from across industry sectors to assist you in learning from the experience of your peers.
Case studies assist you in learning from the sourcing experience of your peers. They identify:
- The business challenge faced by the organization in question and why they perceived business process outsourcing to be an appropriate response
- The scope and form of business process outsourcing chosen
- The procurement process used and identification of procurement innovations and best practice
- The transition path adopted
- Quantification of changes in KPIs, including changes in cost and process performance achieved
- Key lessons learned. that can be applied to future procurement exercises.
Browse BPO market case studies
November 2002 | case study by Paul Connolly NelsonHall has published a BPO case study for Abbey Life illustrating the issues, and benefits that can be achieved, from outsourcing life and pensions administration services. This case study identifies: This case study is published within Package 1 of NelsonHall's BPO & Outsourcing subscription service. To order, please download the following: August 2005 | case study by John Willmott NelsonHall has published an updated case study covering Abbey Life's outsourcing of its policy administration services to UISL. The updated case study provides an update on the change in metrics achieved in recent years together with details of Abbey Life's contract governance structure. December 2002 | case study by Paul Connolly A case study illustrating the use of business process outsourcing within Abbey National. This presentation is reproduced within Package 1 of NelsonHall's BPO & Outsourcing subscription service. To order, please download the following: October 2005 | case study by Rachael Stormonth This case study examines the outsourcing of its passenger revenue accounting services to AFS - a Tata Consultancy Services subsidiary - by Austrian Air. February 2004 | case study by Paul Connolly A case study describing the process and benefits derived from BAE Systems' HR outsourcing contract with Xchanging.Abbey Life - Life & Pensions BPO
Abbey Life - Policy Administration Services
Abbey National - BPO Presentation
Austrian Air: Revenue Accounting Services
BAE Systems - HR Outsourcing
Upcoming case studies
Business process outsourcing case studies
NelsonHall is currently interested in developing detailed and quantified business process outsourcing case studies. If you are are managing such a contract or have experience of business process outsourcing and would be able to participate in a case study or share your best practice experience, then please contact Tony.
