This article in ComputerWorld made me think about EDM and BPO again - BPO Deals Increase, but Users Face Hurdles. Two things struck me particularly:
- If BPO vendors offer more and more standard processes then those that allow their customers more easily to customize and manage the decision points within those processes will be the only ones not competing purely on a lowest cost basis.
- If companies would use EDM to manage the key decision points within their processes then they would be able to outsource or insource processes much more freely, knowing that the key decisions which make their business different from their competitors were under their control.
There's more on this elsewhere on the blog so I won't repeat myself. Check out the category on BPO.