Define the transfer unit
We separate standard processing, decisions, and exceptions to clarify what can be transferred.
Contact OPERATING MODEL
BPO & Operating Model Design
We design an operating model that preserves decision-making, accountability, and continuous improvement after work is transferred.
ANSWER
What we structure
Design the handoff before choosing the provider.
We define which work to separate, who makes each decision, and what evidence must be retained. We structure standard and exception processing, ownership boundaries between client and provider, and quality management as one operating model.
CHALLENGES
When this sounds familiar
- 01
You want to outsource, but cannot define the right scope
- 02
Internal checks and rework do not decrease after BPO starts
- 03
Quality evaluation relies on volume or intuition and does not lead to improvement
APPROACH
How we work
Define ownership boundaries
We define who decides, who executes, and when work must be returned or escalated through clear roles and conditions.
Make improvement possible
We design SLAs, quality indicators, decision logs, and a recurring improvement process.
DELIVERABLES
What remains after support
Operating specifications that people and systems can keep using.
- 01Transferred work inventory
- 02RACI and ownership boundaries
- 03SLA and quality indicators
- 04Exception handling flow
- 05Operating procedures
- 06Improvement meeting design
FAQ
BPO & Operating Model Design questions
Q01Can we talk before choosing a BPO provider?+
Yes. Structuring the work and ownership before selection makes comparison criteria clear.
Q02Can you review an existing BPO operation?+
Yes. We redesign the operation by identifying the rework, internal checks, and person-dependent decisions that remain.
START WITH YOUR OPERATIONS.