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Business Process Outsourcing
at Bayer Business Services
Business Process Outsourcing is considered the supreme form of outsourcing activity, as it not only requires technical expertise but also – and especially – process knowledge, which in turn necessitates business competence.

More specifically, BPO represents the forward-looking transition from a classic understanding of information technology as a purely technical discipline to a new view of IT as a business process support tool. Most of the well-known misunderstandings and conflicts between IT units and specialist departments continue to result from the different knowledge bases and realities that serve as their respective foundations. The symptoms take the form of operational failures and communication problems.

Resolution of a classic IT conflict

Such problems are elegantly solved by BPO, as communication is only directed toward content, i.e. the business processes in question. Within the framework of this new paradigm, information technology can offer the combination of support services that makes the business processes in question possible in the first place — but no more than that. Now it's the business processes of the customers themselves that become the focus. Control values therefore deliberately focus on output rather than resources.

New areas of expertise

Another key aspect of BPO is that it also changes the customer, because the customer's previous process operational competence must now be replaced by expertise in handling service providers. Bayer Business Services supports the Bayer Group as it deals with the associated change management issues. In fact, the company has an edge in the type of expertise so critical for success in this area, as it has gained valuable experience of its own over the last ten years
(cf. Ten years of BPO experience).

Establishing a governance structure

The longer and more intense a partnership has been, the greater will be the pain of separation. The last thing a customer wants, however, is to be bound to a service provider for a long period of time, with all the dependency that goes with it. Bayer Business Services is aware of this, and as a confidence-building measure it therefore offers customers within the Bayer Group a clear exit strategy, as well as helping customers to remain capable of independent action. Such services also include advising customers on how to establish an effective governance structure.