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A '''business service provider''' ('''BSP''') is one of several categories of [[service provider]] in the business world. As opposed to an [[application service provider]] which provides application components over a [[computer network]], the services provided by a BSP are more in the area of infrastructure: mail delivery, building security, finance, administration, and human resources.{{sfn|Umar|2003|p=8—15}} Unlike an ASP, a BSP provides [[business process]]es as services, providing partial or full [[business process outsourcing]].{{sfn|Seidl|2007|p=14}} They are often subdivided into two types: "back office" and "front office" BSPs.{{sfn|Seidl|2007|p=13}} |
A '''business service provider''' ('''BSP''') is one of several categories of [[service provider]] in the business world. As opposed to an [[application service provider]] which provides application components over a [[computer network]], the services provided by a BSP are more in the area of infrastructure: mail delivery, building security, finance, administration, and human resources.{{sfn|Umar|2003|p=8—15}} Unlike an ASP, a BSP provides [[business process]]es as services, providing partial or full [[business process outsourcing]].{{sfn|Seidl|2007|p=14}} They are often subdivided into two types: "back office" and "front office" BSPs.{{sfn|Seidl|2007|p=13}} |
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==Back Office BSP’s== |
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Back office operations are the off-site delivery of a range of non-core service functions, including routine administration tasks, customer service and technical support. Offshore back office operations involve the ongoing use of an outsourcing base in another country. |
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Specific types of services |
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Providers of back office operations manage an activity or function on a turnkey basis for their clients. Any aspect of service operations that involves high-volume transactions is a candidate for back office delivery: |
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*Abstracting and indexing |
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*Call centres |
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*Data capture and processing |
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*Data warehousing |
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*Electronic publishing |
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*Legal transcription |
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*Litigation support |
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*Mailing list management |
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*Medical records management |
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*Medical transcription |
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*Remote secretarial services |
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*Technical writing |
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*Telemarketing |
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*Teleservices |
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*Web site design and management |
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The range of administrative and customer support services provided through offshore back office operations is growing rapidly (by at least 15%-20% annually) as corporations in developed countries strive to reduce fixed overheads by contracting out routine functions. Given the information technology support available, any service that does not require face-to-face contact with customers can be provided in an offshore 'back office' because it is 'footloose' (not bound to a particular location). <ref name="Back Office Operations"> {{citeweb|url=http://www.tradeforum.org/Back-Office-Operations/ |
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|title=Back Office Operations|publisher=Trade Forum|accessdate=2014-02-06}}</ref> |
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==Front Office BSP’s== |
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The [[front office]] is the part of a company that comes in contact with clients, such as the marketing, sales, and service departments.[1] |
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In the hotel industry, the front office (also known as front desk) welcomes guests to the accommodation section: meeting and greeting them, taking and organizing reservations, allocating check in and out of rooms, organizing porter service, issuing keys and other security arrangements, passing on messages to customers and settling the accounts. |
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In professional sports, the term refers to upper management of a club, such as the General Manager and other player personnel decision-makers. (Sourced from [Front office] wiki page) |
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Broad Roles in the community |
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*To provide for its own needs in supporting a person or group of people in society. |
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*To support and maintain the needs of the clients in society. |
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*To actively promote the needs of disadvantaged people through the principles of normalisation, social integration, empowerment and social role valorisation in society. |
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*To actively support, through direct intervention (accommodation, recreation, education or employment), disadvantaged people in society. |
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*To provide support within each community that the person is a part of. |
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*To support other communities (family, living, employment, recreation etc) in providing for the needs of their members. |
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While the primary role of the service provider is to support disadvantaged people, there may be other secondary roles that are associated with that role. |
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*Provides a knowledge base of theory and practice that can be used within the service as well as other services that support people with the same characteristics. |
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*To provide a knowledge base and research into a specific area if interest. |
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*Provides employment within the industry. The service provider employes staff, equipment, facilities, and other services within the wider community. |
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*To act as an agent or broker in finding the most appropriate community that fulfils the needs of the person. |
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*To develop skills and resources (theory, technology, equipment etc.). |
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*To provide a safe and secure environment that supports all members. |
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*To communicate with other communities that the community is a part of. |
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*To provide other services that are not available in the community such as transport, health services and other specialise services designed for the needs of the target group. |
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*To comply with various Government, Local Government and Council funding agreements, policies, regulations, Bylaws etc.<ref name="The role of the service provider in the community"> {{citeweb|url=http://www.psawa.com/The_role_of_the_service_provider_in_the_community.html#31b |title= The role of the service provider in the community|publisher=psawa.com |accessdate=2014-02-04}}</ref> |
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==Characteristics== |
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*Have formal/informal shared goals, beliefs, values, cultures, institutions etc. |
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*Is organised within a set of formal/informal beliefs, values, roles, expectations and behaviours. |
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*Hierarchical Structure. |
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*Have ownership of their members. |
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*Members have one or more roles. |
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*There is some form of communication between members. |
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*Have resources that are shared between the members. |
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*Balance the needs of the service provider with the needs of its members. |
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*Share and draw on skills / resources where needed. |
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*Often have communities, clubs, teams, groups etc... Within the service. <ref name="The role of the service provider in the community"> {{citeweb|url=http://www.psawa.com/The_role_of_the_service_provider_in_the_community.html#31b |title= The role of the service provider in the community|publisher=psawa.com |accessdate=2014-02-04}}</ref> |
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==The Importance of Business Service Providers== |
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Business service providers more than ever recognize the importance of flexible and efficient business processes in the current economic climate. Experience has taught us that there is considerable potential in the area of procurement and invoicing processes. <ref name="Business Service Providers"> {{citeweb|url=http://www.esize.com/industries/business_services |title= Business Service Providers|publisher=esize.com|accessdate=2014-02-04}}</ref> |
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==Example Service Provider Organisation== |
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The following are examples of Australian Service providers front and back office BSP’s; |
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*Data Warehousing Services <ref name="Accenture Homepage"> {{citeweb|url=http://www.accenture.com |title= Accenture |accessdate=2014-02-04}}</ref> |
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*Call centre <ref name="Lead Generation Company Homepage"> {{citeweb|url=http://www.leadgeneration.com.au/|title= Lead Generation Company |accessdate=2014-02-04}}</ref> |
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*Security Systems Service Provider <ref name="Chartercom Security"> {{citeweb|url=http://chartercomsecurity.com.au/|title= Chartercom Security |accessdate=2014-02-04}}</ref> |
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*Front Office Solutions Provider<ref name="The Probe Group"> {{citeweb|url=http://www.probegroup.com.au |title= The Probe Group |accessdate=2014-02-04}}</ref> |
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*Oracle <ref name="Oracle Australia"> {{citeweb|url=http://www.oracle.com/au/index.html|title=Oracle AU|accessdate=2014-02-11}}</ref> |
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==Industry Snapshot (Based off the Australian Market)== |
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The Professional Services subdivision provides a number of services to a range of markets. The subdivision's fortunes are linked to the performance of the overall economy. The onset of the global financial crisis affected key downstream markets, and demand for professional services faltered. The subdivision rebounded strongly, however, and industries such as engineering consulting and management consulting have grown strongly. The success of the Mining division has resulted in strong growth for firms specialising in engineering. Furthermore, consultants have benefited from businesses looking to increase their efficiency as new conditions present challenges to profit margins. |
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*Revenue $122Bn |
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*2.4% Annual Growth |
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*Businesses: 157,922 |
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*Employment: 622,358 |
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<ref name="Service provider Industry"> {{citeweb|url=http://www.ibisworld.com.au/industry/default.aspx?indid=1750 |title=Service Providers Industry Snapshot |publisher=IBIS World |accessdate=2014-02-04}}</ref> |
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==References== |
==References== |
Revision as of 04:20, 4 March 2015
A business service provider (BSP) is one of several categories of service provider in the business world. As opposed to an application service provider which provides application components over a computer network, the services provided by a BSP are more in the area of infrastructure: mail delivery, building security, finance, administration, and human resources.[2] Unlike an ASP, a BSP provides business processes as services, providing partial or full business process outsourcing.[3] They are often subdivided into two types: "back office" and "front office" BSPs.[4]
References
- ^ Wilkinson 2005, p. 53.
- ^ Umar 2003, p. 8—15.
- ^ Seidl 2007, p. 14.
- ^ Seidl 2007, p. 13.
- General
- Seidl, Roman (2007). Business process outsourcing relationships in Swiss banking: an exploratory study. Cuvillier Verlag. ISBN 978-3-86727-364-0.
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(help) - Umar, Amjad (2003). Information Security and Auditing in the Digital Age: A Practical and Managerial Perspective. nge solutions, inc. ISBN 978-0-9727414-7-7.
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(help) - Wilkinson, Paul (2005). Construction collaboration technologies: the extranet evolution. Taylor & Francis. ISBN 978-0-415-35858-3.
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Further reading
- Axelsson, Björn; Wynstra, Finn (2002). "Business Services, their Providers and Customers". Companies buy services — don't they?. Chichester: Wiley. ISBN 978-0-470-84302-4.
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(help) - Ochel, W. (2002). "The International Competitiveness of Business Service Firms: The Case of Germany". The Service Industries Journal. 22 (2): 1–16. doi:10.1080/714005075.
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