Độ sâu của mối quan hệ BPO phụ thuộc vào criticality của kinh doanh bên ngoài gần hơn quá trình gia công phần mềm là quá trình cốt lõi của người mua, độ sâu cần thiết trong mối quan hệ. Căn cứ vào tầm quan trọng của các chức năng bên ngoài và các chức năng này sẽ thay đổi hoặc phát triển các mối quan hệ có thể được: | ESSENTIALS of Business Process Outsourcing Fundamental Characteristics of the BPO Project It is important to understand the four fundamental characteristics that shape any BPO relationship regardless of industry or BPO type 12 The depth of the relationship The scope of the relationship The choice of assets to use The choice of business culture to adopt and exploit Depth of the Relationship The depth of the BPO relationship depends on the criticality of the outsourced business closer the outsourced process is to the core process of the buyer the greater the depth needed in the relationship. Based on the importance of the outsourced functions and how these functions would change or evolve the resulting relationships can be Arm s-length and primarily driven by cost or service-level agreement SLA Cooperative necessitating intense dialogue between the parties An extension of the buyer s organization with a number of dependencies and commitments between the parties for each other s success As a rule of thumb the deeper the BPO relationship the more tightly coupled and potentially synergistic the buyer and vendor tend to be. From an operational perspective tight coupling refers to the extent and frequency of information and resource sharing between the two firms. Deep relationships require tight coupling because the outsourced process is usually proximate to the buyer s core competence and is highly fault intolerant. Information must flow freely in both directions to ensure that the outsourced process is being executed to specification and that any variations are kept within tolerable performance limits. 156 Managing BPO-Related Change A deep BPO relationship also requires the parties to develop a project management plan that specifies regular transparent interorganiza-tional communication and information sharing. This should include provisions for routine contacts as well as emergency meetings and communication channels. A BPO relationship that is not .
