BPO (Business process optimization) will be a strategy which almost every business will consider at some point in their lifetime. Whether it be for scaling purposes, cost or operational efficiencies, several considerations need to be debated with decision makers to ensure that the business maintains its vision through this pathway!

Questions which need to be addressed before commencing with a Business Process Optimization strategy…

What problem are we trying to solve for?

What criteria and metrics would our Org require to ensure we setup an external partner for success?

If I am the lead on this engagement, what would exco like to see in terms of an output?

What do I do with existing staff which will duly have a concern that their positions are being replaced?

How will my customers react to these new changes if implemented?

If we go ahead with this initiative, how would we best transition to minimize risk?

Is there a rollback option if it all fails? (Keeping in mind that the intention of marriage is not to get divorced! Commit to the transition and understand your objective)

Are there any showstoppers based on the feedback received?

As with anything in life, preparation is key! Having stumbled numerous times on various projects in my career, my one key take-away I would like to share is that if you fail to prepare, be prepared to fail!

Each of the above questions have a solution. A solution which not only benefits your organization through cost efficiencies and ability to scale, but also ensuring that your decisions line up with your company culture, morals and ethics.

The above approach has been repackaged over the years through marketing speak and I’m all for whatever makes sense to you to get you to your end goal! Everyone at some point has watched video clips preaching about starting with your “WHY” but this goes back all the way to the days of Aristotle!

First principles thinking (or reasoning from first principles) is a problem-solving technique that requires you to break down a complex problem into its most basic, foundational elements. The idea is to ground yourself in the foundational truths and build yourself up from there.

Having an approach like this will help answer the question- Is BPO the right model for my business strategy? I have experienced many a time whereby someone is put off by a product or solution due to bad experience and most of these bad experiences could easily have been mitigated by having a framework in place! (A framework around your WHY) A framework which allows you to exercise control in your business while having an external party augment your processes. Breakdowns in relationships are often caused by lack of communication! If something doesn’t work, revert to the first principles thinking approach and decide whether your BPO partner is the correct one for you, or whether your measurement criteria need to be adjusted.