What makes the difference between a Business Process Outsourcing program that goes well and one that goes terribly wrong? In this Process Perspectives podcast, the winner of the Process Excellence Network's Best Business Process Outsourcing Project Award, Serco Consulting, says the key is truly understanding what you're outsourcing and why.

In this podcast - a joint interview with Brett Jesson, Director - Transformation Outsourcing & Shared Services at Serco Civil Government, and Damon Dermody,  Director and Head of Operational Strategy and Transformation at Serco Consulting - hear how Serco Consulting helped the United Kingdom's Border Agency clear a backlog in asylum cases, achieving an improvement in productivity of more than 200%. They also give pointers on managing the client-partner relationship in a Business Process Outsourcing (BPO) arrangement.

About European Process Excellence Award Winners 2011

Process Excellence Network's European Awards were announced during PEX Week Europe. The European awards are part of a PEX Network's global awards programme, currently comprising North America, Europe, Australia and India. The Process Excellence Awards have been established to honour, recognise and celebrate projects that demonstrate true best practices. Unlike other awards programmes they’re for community and judged by the community.  To identify and assess entries, IQPC has assembled a prestigious group of experts and leaders to represent the judging panel. All renowned for their years of experience and leadership, our independent judging panel is ideally placed to pick out the shining stars of Process Excellence and innovation.

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