Scalability of transactions processing, whether through automation, wage arbitrage or customer-self service, is the hallmark for successful business process management. Impediments to scaling can prevent efficiencies and result in disappointments for all concerned.
From Repeatability to Optimization
Scalability starts with process definition for repeatability and evaluation of quality of process. At the extreme, scalability involves continuous evaluation of process quality, suitability to the task, effectiveness and other concerns about optimization.
From Scalability in One Process to Scalability in All Processes
But optimization of one process does not optimize all. Scalability in sourcing therefore means successfully achieving scalability in multiple business processes. This could allow exponential growth in capacity. Or it might signify that expandability according to particular service demands can be accommodated across an array of services, even though only a few services actually do produce such exponential growth. In this scenario, it is the possibility of exponential growth across multiple supporting services that achieves enterprise success.
Quantifying before Managing
The performance management tools used to measure and report performance can create a significant value to each party. For the enterprise customer, such reporting can help spot and manage trouble points. The service provider can not only do that, but it could use the measurement tools for optimizing its compliance while minimizing costs. In each case, early detection and repair of failed processes can help avoid degradation of the relationship into a failed deal.
From Scalability to Quagmire: Managing the Relationship
The promise of scalability can degrade into a quagmire of disappointments if the parties do not define a framework for managing communications about events and changes in needs or requirements. The parties should understand how the relationship management structure is likely to address emerging conflicts of interest, changes in business climate and changes in the boardroom.