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

  • Order-to-Cash Operations for Fox Home Entertainment EMEA

    October 2010 | case study by Katharina Grimme

    This case study analyses the experience of Twentieth Century Fox Home Entertainment (Fox), which, since 2004, has been outsourcing elements of their European Finance & Accounting function, namely order-to-cash (O2C) processing, to BPO provider Vengroff Williams Associates (VWA).

  • Landesbank Berlin - HR Outsourcing

    August 2008 | case study by Katharina Grimme

    This case study analyzes the outsourcing of HR functions by Landesbank Berlin.

  • BPO Contract Termination

    May 2007 | case study by Rachael Stormonth

    Provides best practice guidelines for BPO contract terminations.

    The guidelines cover:

    • Reasons for contract termination planning
    • BPO contract termination frameworks
    • Categories of termination
    • Common termination requirements
    • Recommendations.

  • Indirect Procurement: BPO Negotiations

    December 2006 | case study by Rachael Stormonth

    Supports buy-side organizations considering outsourcing indirect procurement through identification of key factors in contract negotiation.

    Areas covered include:

    • Understanding reasons for outsourcing
    • Typical pricing mechanisms
    • Intellectual property issues
    • Use of SLAs
    • Common areas for dispute.

  • BPO Negotiations in Indirect Procurement

    December 2006 | case study by Rachael Stormonth

    Supports buy-side organizations considering outsourcing indirect procurement through identification of key factors in contract negotiation.

    Areas covered include:

    • Understanding reasons for outsourcing
    • Typical pricing mechanisms
    • Intellectual property issues
    • Use of SLAs
    • Common areas for dispute.

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 Paul Connolly.