A method for identifying service provider capabilities by examining competency in three critical areas: delivery, transformation and relationship, each of which overlaps the others. Delivery competency encompasses governance, leadership, program management, behavior management, domain expertise and business management. Relationship competency encompasses planning and contracting, organizational design, governance, leadership, program management and customer development. Transformation competency encompasses technology exploitation, process re-engineering, customer development, leadership, program management, sourcing and behavior management.
Contributed by: 12 Capabilities to evaluate in your Business Process Outsourcing Provider