At Questetra, as our business is centered on the keywords “Business Process” naturally we have many relationships with BPO contractors that use the same keywords. (BPO = Business Process Outsourcing)
The cloud-based workflow “Questetra BPM Suite” provided by Questetra is used among BPO contractors. We have had many opportunities to learn about BPO services through supporting the introduction of Questetra BPM Suite.
We recognize that BPO is an important option for business strategies, as we have seen companies that have used it have gained great value.
What is BPO Services
BPO stands for Business Process Outsourcing and it means “to outsource some part of the business processes in a company.” BPO services will undertake the company’s business process.
Companies use BPO to solve the following problems.
- Lack of personnel who can be assigned to the target business process (in the aspect of human resources)
- Lack of facilities or equipment to carry out the target business process (in the aspect of material goods)
- Lack of know-how to perform the target business process (in the aspect of information)
Companies that have such problems will use BPO, relying on BPO providers. The idea is to use the money to run business activities that are vital to the entire company, but whose internal resources (human resources, material goods, and information) are running short.
BPO services are businesses that solve the problems mentioned above which companies face. Companies providing these services are called BPO service providers. They possess highly qualified human resources, sufficient equipment and facilities, and advanced knowledge of the performance of respective operations.
The research company Yano Research Institute Co Ltd. listed the following BPO service providers in their BPO market research. Some of these service providers are using Questetra BPM Suite for outsourced work.
Accenture Japan Ltd / AGREX Inc. / NTT DATA Corporation/ NTT DATA Smart Sourcing Corporation/ Cognizant Japan / Sakura Information Systems Co., Ltd. / CAC Corporation/ Toshiba Products Marketing Inc./ Japan Concentrix KK/ NEC Corporation/ Nihon Unisys, Ltd / NEUSOFT Japan Corporation/ Nomura Research Institute, Ltd./ Pactera Technology Japan Co., Ltd./ Hitachi Systems, Ltd./ Fuji Xerox Co., Ltd./ Fujitsu Ltd./ Mitsubishi Electric Information Systems Corporation/ YAMATO SYSTEM DEVELOPMENT CO.,LTD.
NTT Printing Corporation / Kyodo Printing Co., Ltd. / Dai Nippon Printing Co., Ltd. / Toppan Printing CO., LTD. / TOPPAN FORMS CO., LTD. / NIHON ASPECT CORE INC.
(Call Center Services)
NTT MARKETING ACT Co.,Ltd / TMJ, Inc. / transcosmos inc. / FUJITSU COMMUNICATION SERVICES LIMITED/ Relia, Inc.
(Back Office/Other Companies)
HR One Corporation / CS Accounting Co.,Ltd./ SECOM CO., LTD. / DMS Inc. / PERSOL WORKS DESIGN CO., LTD./ PERSOL MARKETING CO., LTD. / Pasona Group Inc./ Business Brain Showa-Ota Inc. / Primagest,Inc./MITSUI-SOKO BUSINESS PARTNERS CO.,LTD./Wanbishi Archives Co., Ltd.
(Data Analysis BPO/Service Companies)
NTT DATA Mathematical Systems Inc.
Excerpt : Yano Research Institute Ltd “BPO (Business Process Outsourcing) Market 2018-2019“
※You need to buy the research data and its language is Japanese
Target Processes of BPO
Among various business processes what type of processes do companies outsource?
Business processes which differentiate you from other companies (referred to as core business) would not be outsourced. That is because the core business is the source of profit, moreover it is the company’s raison d’etre. Besides, such a business requires a high level of expertise (discernment and creativity), and is not so easy for other companies to accomplish.
Whereas, non-core business processes are suitable for BPO, and are easy to fit into routine work since they require less expertise.
Companies can leave the non-core business to BPO providers while they commit maximum use of their own human resources, material goods, and information to the core business. It’s important to decide on which task the resources have to be put.
Yano Research Institute Co Ltd has classified target business processes of BPO into the following categories in their BPO market research.
・ Call center business (contact center, help desk, e-commerce fulfillment service)Excerpt : Yano Research Institute Ltd “BPO (Business Process Outsourcing) Market 2018-2019“
・ Back office business (personnel, welfare, general affairs, accounting)
・ Profit center business (purchasing & procurement, sales, simple work in core sections, industry specific business)
・ IT system operation and management work
※You need to buy the research data and its language is Japanese
The cloud-based workflow “Questetra BPM Suite” is widely used in these business processes.
What is Done on BPO Contracting Sites
BPO providers possess sufficient human resources, material goods, and information (know-how) to perform non-core business process efficiently, with high quality. One piece of know-how is thorough management, and in relation to this I will show you a few techniques that general (non-BPO provider) companies could implement.
- A reliable record of processing
- Comparison between objectives and the actual volume processed
- Management of the progress of each business issue
In a flow, from an organization receiving work to delivering the output (deliverable), these three factors should be performed thoroughly so that high quality, low costs (labor cost) and a short delivery time are realized.
However, tasks such as these cannot be done without any preparation.
You need to organize the target business process and prepare to perform the three operations. Since BPO providers have a high ability to establish a management system by organizing workflows and operating them, this enables them to carry out the solid management I have illustrated here.
Encouragement to Use BPO
As seen so far, BPO providers possess adequate human resources, material goods, and expertise to achieve high quality, low costs and short delivery times for non-core business processes.
It can be tricky to assemble all the resources that are regarded as important for businesses, and although of course money is no exception, if you don’t have sufficient solutions to the following points about the staff, materials, and know-how that you intend to put into the non-core business processes, I recommend that you invest money in BPO.
- Human resources: employment of qualified employees, education and training assessment and employee retention
- Material goods: suitable equipment and facilities and their continuous operation and maintenance
- Expertise: knowledge of efficiently processing tasks with high quality
Incidentally, when hiring BPO providers, if the workflow has been organized in advance handover of the business process will be done more smoothly because they make workflow diagrams, estimates and proposals when accepting your order.
If you read this article and want to draw a workflow diagram, please consider using our service (Cloud-based workflow “Questetra BPM Suite“） that allows you to draw a workflow diagram for free. Click Here to apply.
Lastly, I abruptly advertised, but thank you for reading!
- Yano Research Institute Ltd “BPO (Business Process Outsourcing) Market 2018-2019“
- Cloud-based workflow “Questetra BPM Suite“
- Cloud-based workflow free version application form