Executive Summary

The next-generation of global business process services is being ushered in by drivers that extend beyond traditional metrics such as cost arbitrage. The primary ask of the buyers is now centered on driving business outcomes which are hard to achieve if not clearly defined, contracted for, and executed in that spirit. As a result the traditional lift-and-shift outsourcing is becoming redundant and paving way for the emergence of Outcome-Driven Business Process Services (ODBPS) model.

Such changes have acutely affected the broader supply chain arena, which is now witnessing a second awakening with the emergence of an ODBPS model for aftersales services. Such an approach will gear the value proposition of aftersales services towards driving business outcomes, similar to what Procurement Outsourcing (PO) has achieved today, but differentiated by an even faster pace of evolution.

What is this evolution, why is it happening, what are its drivers, and how can aftersales organizations drive business outcomes though a strategic services alliance, are some of the questions that this research seeks to explore.