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

  • 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.

  • FranklinCovey

    November 2005 | case study by Rachael Stormonth

    A case study of the outsourcing of its sales contact center and warehousing services by FranklinCovey.

  • NHS Shared Business Services

    November 2005 | case study by Rachael Stormonth

    A case study of the NHS Shared Financial Services initiative, involving the outsourcing of F&A services across health authorities.

  • Old Mutual Financial Network

    November 2005 | case study by Rachael Stormonth

    Analyzes the life policy BPO contract between TAG, now owned by Perot Systems, and Old Mutual Financial Network.

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.

John can assist you with queries related to BPO market trends and development and in particular in supporting queries relating to the content shown within this program.

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Download BPO Contracts Database

Track the pattern of business process outsourcing (BPO) service adoption in your industry by monitoring BPO contract awards by your peers. Identify who are the successful vendors in your industry now. Updated monthly - last update March 3, 2010.

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