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The 7 Sins of BPO/BPM: Common Pitfalls to Avoid

Business Process Outsourcing (BPO) and Business Process Management (BPM) have become integral parts of modern business strategies. By delegating specific tasks or entire processes to external service providers, organizations can streamline operations, reduce costs, and focus on their core competencies. However, as with any business endeavor, there are potential pitfalls to be aware of. In this article, we will explore the seven sins of BPO/BPM, highlighting common mistakes and offering insights on how to avoid them.



1. Sloth: Lack of Proper Planning


One of the most common sins in BPO/BPM that I've witness over the last five years, is a lack of proper planning. Rushing into outsourcing without a clear understanding of the desired outcomes, scope of work, and metrics for success can lead to inefficiencies and subpar results. Take the time to assess your organization's needs, define clear objectives, and establish a detailed plan before engaging with a service provider.


2. Greed: Overlooking Quality for Cost Savings


While cost savings are a significant motivation for outsourcing, focusing solely on price can be detrimental. Choosing the cheapest provider without considering their capabilities, quality standards, and track record can result in poor service delivery, leading to dissatisfied customers or internal teams. Strike a balance between cost and quality by conducting thorough due diligence and selecting a provider with a proven reputation for excellence.


3. Wrath: Ignoring Cultural Fit


Very key item...Cultural fit is often overlooked but plays a crucial role in the success of BPO/BPM engagements. Failure to consider cultural compatibility between your organization and the service provider can lead to miscommunication, misunderstandings, and a lack of synergy. Prioritize providers that align with your organizational values, work ethics, and communication style to foster a harmonious and productive partnership.


4. Envy: Lack of Collaboration and Communication


Effective collaboration and communication are vital components of successful BPO/BPM relationships. Failing to establish open lines of communication, provide regular updates, and foster a collaborative environment can hinder progress and create unnecessary bottlenecks. Establish clear channels of communication, feedback mechanisms, and regular check-ins to ensure alignment and transparency between all parties involved.


5. Pride: Failure to Adapt and Evolve


Organizations often fall into the sin of pride when they resist change and refuse to adapt their processes in light of new insights or emerging technologies. BPO/BPM is an opportunity to embrace innovation and optimize operations. Stay open-minded, encourage continuous improvement, and leverage the expertise of your service provider to drive positive change and stay ahead of the competition.


6. Gluttony: Overloading the Provider


Expecting a single provider to handle an excessive workload can lead to burnout, compromised quality, and delays. Avoid the sin of gluttony by carefully assessing the capacity and capabilities of your chosen provider. Consider workload distribution, scalability, and ensure that they have the necessary resources to meet your requirements without sacrificing quality or timeline commitments.


7. Lust: Neglecting Data Security and Compliance


Data security and compliance are paramount in BPO/BPM engagements, particularly when sensitive information is involved. Neglecting these aspects can have severe consequences, including data breaches, legal complications, and reputational damage. Ensure that your chosen provider follows robust security protocols, adheres to relevant regulations, and provides regular reports on data protection measures.


BPO/BPM can be a powerful tool for organizations seeking to optimize processes and achieve strategic objectives. By avoiding the seven sins outlined in this article - lack of planning, overlooking quality, ignoring cultural fit, lacking collaboration, resisting change, overloading the provider, and neglecting data security - businesses can forge successful partnerships with service providers and unlock the full potential of outsourcing. With careful consideration and proactive management, organizations can navigate the BPO/BPM landscape and reap the benefits of enhanced efficiency, cost savings, and improved customer satisfaction.


I have the pleasure of working with a very strong BPO/BPM company and if you would like to learn more about how they are driving massive outcomes, ping me via the contact information below:


Matt Slonaker Founder & CEO of M. Allen mslonaker@mattallendevelopment.com


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