Business Process Outsourcing A Complete Guide - 2020 Edition

Business Process Outsourcing drives cost savings and agility, yet most organizations lack a clear view of where their processes succeed or fail. In today's competitive landscape, unchecked outsourcing risks can erode margins, damage brand reputation, and expose firms to compliance gaps. This book equips leaders with a systematic way to diagnose, prioritize, and remediate those hidden weaknesses.

The core of the book is a structured Self-Assessment built around the RDMAICS framework - Recognize, Define, Measure, Analyze, Improve, Control, Sustain. Across seven sections, hundreds of targeted Business Process Outsourcing questions guide the reader to score each item on a five-point scale. The scores automatically populate a radar-chart Scorecard that pinpoints the exact areas demanding attention. Even readers with limited outsourcing experience can complete the assessment in a single workshop and instantly see a visual map of strengths and gaps.

Included Professional Toolkit (40-48 Practitioner Tools): A fresh, topic-specific toolkit is generated at the moment of purchase, ensuring alignment with the latest outsourcing standards and best-practice models. The toolkit is organized into ten logical sections - Getting Started, Assessment and Planning, Models and Frameworks, Processes and Handoffs, Operations and Execution, Performance and KPIs, Quality and Compliance, Sustainment and Support, Advanced Topics, and Reference. It contains more than 30 deliverables in Excel, PDF, and markdown formats, all crafted for Business Process Outsourcing rather than generic project templates. Highlights include maturity assessment worksheets, gap-analysis matrices, decision-framework scorecards, implementation roadmaps, stakeholder-mapping diagrams, detailed process runbooks, KPI dashboard templates, risk-matrix charts, audit checklists, quick-reference cards, and pro-tip guides. Each Excel file offers three sheets (Instructions, Template, Pro Tips & Common Mistakes) and each PDF provides a Pro Tips section, a Common Mistakes section, and a Quick Reference summary. The collection totals roughly 28 spreadsheets and 16 PDF guides, ready for immediate deployment.

Every purchase includes Lifetime Updates. As outsourcing practices evolve, new regulations emerge, and industry benchmarks shift, buyers receive refreshed content and upgraded toolkit files at no additional cost, guaranteeing that the guidance remains current and actionable.

This resource is designed for senior leaders and practitioners who shape outsourcing strategy. Chief Operating Officers seeking to justify outsourcing decisions, Outsourcing Managers tasked with vendor selection and performance monitoring, and Business Analysts responsible for process redesign will find concrete, actionable material. For example, an Outsourcing Manager preparing a quarterly vendor performance review can use the assessment scorecard to highlight risk areas, then apply the KPI dashboard templates to track improvement over the next cycle.

Developed by The Art of Service, business process architects serving over 100,000 professionals across 160 countries since 2000. Every book and toolkit draws on 25 years of operational excellence research and a continuously updated knowledge base spanning hundreds of industry frameworks.