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In order to achieve the proactive setup required by this strategy, IT service providers must consistently target their portfolio to meet the requirements of specific customers and markets. Companies wishing to create and control such a portfolio must establish product descriptions and structures that are in line with the perspective of the partners participating in value creation. This particularly involves the customer.
The latest scientific analyses and best-practice performance descriptions have led to the creation of five categories considered suitable for BPO product descriptions. These categories are: Basic Information, Functionality, Utility, Quality Metrics, and Framework Conditions.
- Basic Information provides the customer with an overview of a specific offer's contract duration, contact persons, minimum purchase quantities etc.
- Functionality describes exactly what the BPO product in question "does" expressed in language the customer will understand.
- Utility presents the benefits the customer can expect to enjoy from the BPO product (e.g. faster process throughput times, greater employee satisfaction, more intense customer loyalty).
- Quality Metrics, which are also described in a way the customer will understand, focuses on reaction times to queries, maximum problem-solution times, customer satisfaction etc. This category is closely linked to the description of Utility.
- Framework Conditions describe organizational and process interfaces, the information systems to be used, and conditions at the customer's organization that are relevant to the BPO products in question.
BPO for Customs & Excise Services
BPO for Product Information Brokering
Product example 
