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The four service levels
of Business Process Outsourcing
Business Process Outsourcing is a staggered process for which four service levels have been defined on the basis of scientific analysis. These levels correspond to customer- and situation-specific development paths, and their utilization makes it easier for customers to flexibly select the services they want. At the same time, the staggered structure generates cost benefits for the BPO provider.




The following table shows the BPO service level structure:

Service levels	Consulting	Implementation	Operations	Performing
CompleteBPO	x	x	x	x
AdvancedBPO	x	x	x
InitialBPO	x	x
PreBPO	x

1.) BPO service level Consulting

The BPO Consulting service level – the initial level in the BPO structure – includes
the following possible activities, which in each case are tailored to a certain situation:

• Cross-phase BPO consulting on processes and content
• Identification of BPO potential
• Support for BPO decision-making

The Consulting service level is an element of all existing BPO product groups (PreBPO, InitialBPO, AdvancedBPO, CompleteBPO).

2.) BPO service level Implementation

The second service level in the BPO structure may include the following activities:

• Preparing customers to receive services
• Exploiting optimization potential through process transformation
• Supporting all required change management measures

Along with Consulting, the Implementation service level is an element of the following three BPO product groups: InitialBPO, AdvancedBPO, CompleteBPO.

3.) BPO service level Operations

The third BPO service level includes the following activities:

• Taking on responsibility for IT processes
• Managing IT infrastructure operation
• Maintenance (error elimination + expansion of systems), and optimizing IT infrastructure

Together with Consulting and Implementation, the Operations service level is an element of the AdvancedBPO and CompleteBPO product groups.

4.) BPO service level Performing

The fourth and final BPO service level can include the following activities:

• Taking on responsibility for specialized business processes
• Providing results-driven business process services
• Optimizing business processes through a Continuous Improvement Process

Along with Consulting, Implementation, and Operations, Performing is an element of the CompleteBPO product group.