các công ty trong các ngành công nghiệp dễ bay hơi có nhiều khả năng hơn so với những người trong ngành công nghiệp ổn định để sử dụng gia công phần mềm để giúp cải thiện hoạt động. Càng ngày, những công ty đang chuyển sang BTO để giúp họ trở nên linh hoạt hơn và thích nghi trong một lĩnh vực cạnh tranh đang thay đổi nhanh chóng. | 64 TO BPO OR NOT TO BPO that the activity be categorized as low because it is likely that a third-party vendor could improve performance in the activity for the organization. In essence if the organization is not performing at best-in-class levels in the activity or function whether on a cost or productivity basis the activity or function should be classified as low. However our three-way classification of mission criticality critical key support does have a middle ground and most noncritical activities should be closely examined for outsourcing. Exhibit is an example of a manufacturing firm s activities placed within the BPO Selection Matrix. STEP 5 MODEL THE BPO PROJECT BPO is similar to any other strategic business initiative in that it is imperative to establish performance metrics before implementation. In the case of BPO some of the metrics will be quantitative hard and others will be qualitative soft . Hard data include such things as project costs time involved and opportunity costs. Soft data include such things as employee displacement effects on morale and impact on community goodwill. In order to establish appropriate performance metrics for a BPO initiative it is critical to first establish the objectives of the project. The BAT s char- EXHIBIT Example of Manufacturing Company HIGH 5 1 High Cost Low Productivity High Cost High Productivity LOW Cost Accounting Low Cost Low Productivity Mission Criticality 7 8 Lo Mission Criticality Hi Marketing Mission Criticality Hi 3 Low Cost High Productivity 4 Lo Mission Criticality Hi LOW HIGH Productivity Identify and Select the BPO Opportunity 65 ter charges it with defining the objectives of the initiative. Objectives should be identified both for the BPO initiative and for the transition process. At minimum project objectives should include the following Timing Costs Risk mitigation Deliverables The timing of key events metrics will help identify if the BPO initiative is on track during the .
