Organizational Transformation Imperative for Outsourcing


Reimagine the transformation journey of your retained organization. Uncover the strategic roles of stakeholders and realize unmatched service excellence.


In today's competitive landscape, a majority of organizations are seeking ways to enhance their service operations. One specific area of interest is the "retained organization", a core part of business services that remains in-house despite other functions being outsourced.

Many IT professionals have encountered challenges with their retained organizations. These challenges range from the complexity of managing internal dynamics, balancing costs with service excellence, ensuring scalability, and meeting rigorous compliance demands. There's also the added pressure of ensuring that internal clients are satisfied, and that the collaboration between in-house teams and BPO providers is seamless.

If these challenges are not addressed, companies risk inefficiencies, elevated costs, and diminished service quality. With ever-increasing customer expectations and market demands, businesses can't afford to lag behind. Additionally, misalignment between the retained organization and its BPO counterparts can lead to missed opportunities and wasted resources.

This document draws from the expertise of leading companies who have successfully navigated these waters. It zeros in on the pivotal role of three key stakeholders - internal business clients, employees in the business services organization, and BPO providers. By understanding the strategic transformations employed by world-class business services organizations, IT professionals can learn how to shape their retained organizations to achieve service excellence, cost efficiency, scalability, flexibility, compliance, and, most importantly, high customer satisfaction. Dive in to discover the four transformative strategies employed by the best in the business.

CIOs, given their strategic and operational responsibilities in an organization, face a multitude of challenges in the era of rapid digital transformation and globalization. The document focusing on the "Route to retained organization transformation" can be a critical resource for them. Here's how:

  1. Strategic Decision Making: By understanding the essence of world-class business services organizations, CIOs can make informed strategic decisions about what functions to retain in-house and what to outsource, ensuring optimal balance and performance.
  2. Stakeholder Management: The emphasis on three key stakeholders provides CIOs with insights into managing and harmonizing relationships between internal teams, business clients, and BPO providers. This can enhance collaboration and ensure smoother project deliveries.
  3. Service Excellence: CIOs can leverage the document's insights to drive excellence in service delivery, making IT a value-driven department rather than just a cost center.
  4. Cost Management: Insights into achieving low costs without compromising on service quality can help CIOs manage and optimize their departmental budgets, gaining better ROI from IT investments.
  5. Scalability and Flexibility: As organizations grow or pivot, IT needs to scale and adapt accordingly. The strategies discussed can guide CIOs in building a scalable and flexible IT infrastructure and service model.
  6. Risk and Compliance: With increasing regulatory pressures in the IT landscape, CIOs can learn how to ensure that their retained organizations remain compliant without hampering productivity.
  7. Enhancing Customer Satisfaction: By focusing on customer-centric strategies, CIOs can ensure that IT initiatives and projects are aligned with the end goals of enhancing user and customer experiences.
  8. Continuous Improvement: The document can serve as a benchmarking tool, allowing CIOs to periodically assess the performance of their retained organization and make necessary improvements.

In summary, the document provides CIOs with actionable insights and strategies that can be employed to transform their retained organizations, thereby solving real-world challenges related to cost, efficiency, service delivery, stakeholder management, and more.




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