Leading the Future: Embracing Innovation in BPS
Viewpoint

12 Oct 2023
by Priyanka Mitra, Samarth Kapur, Mustafa Pitolwala, Shreepriya Sinha, Nimish Sharma

The third-party market for Business Process Services (BPS) has significantly evolved over time, with innovation playing a vital role in driving this progress. The term innovation is frequently used in the BPS context, but its meaning is not always clear. This viewpoint defines innovation in BPS and highlights its key elements: people, technology (including the data component), operating model, and process excellence.

A strong governance and commercial incentives mechanism support these elements. Additionally, we have developed a maturity framework to outline various levels of innovation based on the specific characteristics of the BPS engagement. This framework allows providers and enterprises to evaluate the maturity of their BPS engagement.

In this viewpoint, we understand innovation in a BPS engagement and aid providers and enterprises in fostering sustained innovation. The report also provides best practices and examples of how innovation is being cultivated in BPS constructs.

Scope

All industries and geographies

Contents

In this report, we:

  • Explore the importance of BPS and its evolution over the years
  • Define innovation in BPS and outline key elements of innovation
  • Establish the innovation maturity framework
  • Present best practices for adopting innovation in BPS engagements

Membership(s)

Procurement and Supply Chain

Finance and Accounting

Human Resources

Service Optimization Technologies

Sourcing and Vendor Management

 

Page Count: 20