(ASQ: Milwaukee) -- Improving process management is the No. 1 way that business process outsourcing (BPO) providers can best improve service. That’s the finding of a new survey by the American Society for Quality (ASQ), a network of global quality experts. Companies that outsource business processes rank process management as the key area that their provider(s) can change to have the most positive effect on customer satisfaction. Fifty-five percent are substantially dissatisfied with their provider(s) in the area of innovation and making process improvements.

Industry expectations for BPO providers

Industry representatives who responded to the survey ranked the following as the three biggest benefits they expected when making the decision to outsource their business processes:
• Reduced costs
• Improved efficiency
• A more flexible work force

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