Wipro-Knowledge@Wharton Survey on Business Process Outsourcing: Part One

Wipro Technologies and Knowledge@Wharton are conducting a survey on how companies prefer to source business processes from outside providers and how they ensure the quality of those services. This is the first survey in a two-part series. Please take a few minutes to respond to the following questions. All responses will be kept confidential, and the results will appear in a report to be published by Wipro and Knowledge@Wharton. Many thanks for your participation.

Questions marked with an asterisk (*) are mandatory

*

1. Do you currently work for a financial service firm?

Do you currently work for a financial service firm? Yes

No

2. Do you currently source business processes from third-party service providers and/or your own captive centers (fully owned business entities) located offshore and/or near-shore?
Please select all that apply.

My company sources business processes from:

Do you currently source business processes from third-party service providers and/or your own captive centers (fully owned business entities) located offshore and/or near-shore? Please select all that apply. My company sources business processes from: Offshore third-party service providers

Offshore captive centers

Offshore joint ventures (JVs)

Near-shore third-party service providers

Near-shore captive centers

Near-shore joint ventures (JVs)

None of the above

3. In addition to the above, do you source business processes from onshore/same-shore entities?
Please select all that apply.

My company sources business processes from:

In addition to the above, do you source business processes from onshore/same-shore entities? Please select all that apply. My company sources business processes from: Onshore (same-shore) third-party service providers

Onshore (same-shore) joint ventures (JVs)

Onshore (same-shore) in-house operations

None of the above

4. The nature of work required in delivering a business process varies widely across corporations. Below are some common characteristics of work that are found in business processes. What kinds of work are performed in executing the business processes that your company sources from its service providers (offshore, near-shore and onshore)?

Select all that apply:

The nature of work required in delivering a business process varies widely across corporations. Below are some common characteristics of work that are found in business processes. What kinds of work are performed in executing the business processes that your company sources from its service providers (offshore, near-shore and onshore)? Select all that apply: Routine Business Processes: Such as routine call center services, transaction processing, transcription services, etc.

Professional Services: Services performed by trained professionals, such as accountants, lawyers, financial analysts, physicians, etc.

Quantitative Work: Services requiring analytical expertise, number crunching (accounting, financial analysis, etc.)

Context Sensitive Work: Services that call for judgment, interpretation, communication, persuasion and non rule-based work.

5. How do offshore and near-shore entities compare with your company’s onshore operations for each of the four kinds of work? For each of the four kinds of work, rate how suitable the sourcing option (onshore, near-shore, offshore) is for the kind of work.

Use the scale below:

	Routine Business Processes	Professional Services	Quantitative Work	Context Sensitive Work
Offshore Captive Center	How do offshore and near-shore entities compare with your company’s onshore operations for each of the four kinds of work? For each of the four kinds of work, rate how suitable the sourcing option (onshore, near-shore, offshore) is for the kind of work. Use the scale below: Offshore Captive Center Routine Business Processes	Professional Services	Quantitative Work	Context Sensitive Work
Offshore Outsourced Service Provider	Offshore Outsourced Service Provider Routine Business Processes	Professional Services	Quantitative Work	Context Sensitive Work
Offshore JV	Offshore JV Routine Business Processes	Professional Services	Quantitative Work	Context Sensitive Work
Near-Shore Captive Center	Near-Shore Captive Center Routine Business Processes	Professional Services	Quantitative Work	Context Sensitive Work
Near-Shore Outsourced Service Provider	Near-Shore Outsourced Service Provider Routine Business Processes	Professional Services	Quantitative Work	Context Sensitive Work
Near-Shore JV	Near-Shore JV Routine Business Processes	Professional Services	Quantitative Work	Context Sensitive Work
Onshore Outsourced Service Provider	Onshore Outsourced Service Provider Routine Business Processes	Professional Services	Quantitative Work	Context Sensitive Work
Onshore In-House Operations	Onshore In-House Operations Routine Business Processes	Professional Services	Quantitative Work	Context Sensitive Work

1. RightSourcing: Nature of Work and Efficiency of the Sourcing Option

1. Do you currently work for a financial service firm?

2. Do you currently source business processes from third-party service providers and/or your own captive centers (fully owned business entities) located offshore and/or near-shore?Please select all that apply. My company sources business processes from:

3. In addition to the above, do you source business processes from onshore/same-shore entities? Please select all that apply. My company sources business processes from:

5. How do offshore and near-shore entities compare with your company’s onshore operations for each of the four kinds of work? For each of the four kinds of work, rate how suitable the sourcing option (onshore, near-shore, offshore) is for the kind of work.Use the scale below:

2. Do you currently source business processes from third-party service providers and/or your own captive centers (fully owned business entities) located offshore and/or near-shore?
Please select all that apply.

My company sources business processes from:

3. In addition to the above, do you source business processes from onshore/same-shore entities?
Please select all that apply.

My company sources business processes from:

5. How do offshore and near-shore entities compare with your company’s onshore operations for each of the four kinds of work? For each of the four kinds of work, rate how suitable the sourcing option (onshore, near-shore, offshore) is for the kind of work.

Use the scale below: