The NelsonHall Business Process Outsourcing (BPO) market assessment reveals that 56% of senior (non-IT) executives in the UK strongly believe that e-business will lead their organisation to introduce external business support services, more than double the 25% figure at the end of 1999.
The research is based on interviews with 119 senior executives in the UK, in the first quarter of 2001.
“BPO, rather than in-house IT investment, is increasingly being seen as the vehicle to achieve this transformation and to deliver ongoing process cost reduction,” said John Willmot, MD of NelsonHall. “In-house services have often been comparatively slow in adopting e-business technology to improve process effectiveness and efficiency.” The study also shows that BPO has changed from support processes to “line of business” processes, with 36% believing back-office administration is the business process most likely to be outsourced first, followed by customer contact and CRM, at 30%.
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