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.

[inlinead]