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Thank you for agreeing to participate in this important survey on document and business process outsourcing. Your responses will be kept strictly confidential and only aggregate data will be shared with the survey’s sponsor. The survey should take about 15 minutes to complete.
Please do your best to answer the questions accurately, as it may not be possible to back up or re-take the survey by clicking on the link again. If you get interrupted after you start, you can save the survey to complete at a later time.
Please note that all surveys must be received by no later than 10pm EST on June 16th to be included in this research.
Let’s get started!
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| * Please select the category that best describes the industry in which your company or organization operates. (Select one) |
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| * Please select the sub-category of “Financial Services” that best describes your company’s primary focus. (Select one) |
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| * Please select the level of "Government" for which you work. (Select one) |
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| * Please select the sub-category of “Health Care / Pharmaceuticals” that best describes your company’s primary focus. (Select one) |
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| * Please select the area of "High Tech" that best describes your company’s primary focus. (Select one) |
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| * Please select the sub-category of "Information / Media / Entertainment" that best describes your company’s primary focus. (Select one) |
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| * Please select the sub-category of "Insurance" that best describes your company’s primary focus. (Select one) |
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| * Please select the approximate range of annual revenue for your entire company. (Select one) |
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| * Please specify the approximate number of full-time employees working for your organization. (Select one) |
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| * Please select the functional area in which you work within your company or organization. (Select one) |
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* Please select the title that best describes your role within your company or organization. (Select one)
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| Understanding Your Company’s Business Processes |
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* Listed below are a number of common business processes. The processes are a mix of both functional processes and some industry specific processes.
Please identify all the processes in your company that you are familiar with, whether they are related to your current role, or a previous position you have held in the company. Please select all processes that you have a basic understanding of. The number of processes you select won’t impact the number of questions you are asked or the duration of the survey. (Select all that apply)
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Sourcing / purchasing / procurement processes
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Financial Services new account application processing (bank, brokerage, credit card, etc.)
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Real estate and facilities management
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Insurance new policy application processing (Life, P&C, Health, etc.)
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Accounts receivable processing
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Employee benefits processing (UI, disability, etc.)
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Receiving / inventory / materials management
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Insurance claims processing (policy claims)
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General Office Services - Mailroom Management, Copy Center, Reception, etc.
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* You indicated that you are familiar with at your company. The next few questions pertain to how is conducted in your company.
To the best of your knowledge, how many people in your company are primarily focused on ? (Select one) |
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* You indicated that you are familiar with at your company. The next few questions pertain to how is conducted in your company.
To the best of your knowledge, how many people in your company are primarily focused on ? (Select one) |
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* You indicated that you are familiar with at your company. The next few questions pertain to how is conducted in your company.
To the best of your knowledge, how many people in your company are primarily focused on ? (Select one) |
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* You indicated that you are familiar with at your company. The next few questions pertain to how is conducted in your company.
To the best of your knowledge, how many people in your company are primarily focused on ? (Select one) |
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* You indicated that you are familiar with at your company. The next few questions pertain to how is conducted in your company.
To the best of your knowledge, how many people in your company are primarily focused on ? (Select one) |
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* You indicated that you are familiar with at your company. The next few questions pertain to how is conducted in your company.
To the best of your knowledge, how many people in your company are primarily focused on ? (Select one) |
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* You indicated that you are familiar with at your company. The next few questions pertain to how is conducted in your company.
To the best of your knowledge, how many people in your company are primarily focused on ? (Select one) |
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* You indicated that you are familiar with at your company. The next few questions pertain to how is conducted in your company.
To the best of your knowledge, how many people in your company are primarily focused on ? (Select one) |
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* You indicated that you are familiar with at your company. The next few questions pertain to how is conducted in your company.
To the best of your knowledge, how many people in your company are primarily focused on ? (Select one) |
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* You indicated that you are familiar with at your company. The next few questions pertain to how is conducted in your company.
To the best of your knowledge, how many people in your company are primarily focused on ? (Select one) |
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* You indicated that you are familiar with at your company. The next few questions pertain to how is conducted in your company.
To the best of your knowledge, how many people in your company are primarily focused on ? (Select one) |
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| * To the best of your knowledge, what percentage of the total staff who work on are primarily focused on administrative process activities that require only basic training to perform? | | |
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| * To the best of your knowledge, what percentage of the total staff who work on are primarily focused on administrative process activities that require only basic training to perform? | | |
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| * To the best of your knowledge, what percentage of the total staff who work on are primarily focused on administrative process activities that require only basic training to perform? | | |
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| * To the best of your knowledge, what percentage of the total staff who work on are primarily focused on administrative process activities that require only basic training to perform? | | |
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| * To the best of your knowledge, what percentage of the total staff who work on are primarily focused on administrative process activities that require only basic training to perform? | | |
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| * To the best of your knowledge, what percentage of the total staff who work on are primarily focused on administrative process activities that require only basic training to perform? | | |
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| * To the best of your knowledge, what percentage of the total staff who work on are primarily focused on administrative process activities that require only basic training to perform? | | |
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| * To the best of your knowledge, what percentage of the total staff who work on are primarily focused on administrative process activities that require only basic training to perform? | | |
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| * To the best of your knowledge, what percentage of the total staff who work on are primarily focused on administrative process activities that require only basic training to perform? | | |
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| * To the best of your knowledge, what percentage of the total staff who work on are primarily focused on administrative process activities that require only basic training to perform? | | |
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| * To the best of your knowledge, what percentage of the total staff who work on are primarily focused on administrative process activities that require only basic training to perform? | | |
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| * Which statement best describes where activities are performed in your company? (Select one) |
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| * Which statement best describes where activities are performed in your company? (Select one) |
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| * Which statement best describes where activities are performed in your company? (Select one) |
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| * Which statement best describes where activities are performed in your company? (Select one) |
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| * Which statement best describes where activities are performed in your company? (Select one) |
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| * Which statement best describes where activities are performed in your company? (Select one) |
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| * Which statement best describes where activities are performed in your company? (Select one) |
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| * Which statement best describes where activities are performed in your company? (Select one) |
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| * Which statement best describes where activities are performed in your company? (Select one) |
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| * Which statement best describes where activities are performed in your company? (Select one) |
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| * Which statement best describes where activities are performed in your company? (Select one) |
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| * Which specific activities, if any, are currently performed in a centralized shared service center or centers? (please describe)
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| * Which specific activities, if any, are currently performed in a centralized shared service center or centers? (please describe)
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| * Which specific activities, if any, are currently performed in a centralized shared service center or centers? (please describe)
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| * Which specific activities, if any, are currently performed in a centralized shared service center or centers? (please describe)
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| * Which specific activities, if any, are currently performed in a centralized shared service center or centers? (please describe)
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| * Which specific activities, if any, are currently performed in a centralized shared service center or centers? (please describe)
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| * Which specific activities, if any, are currently performed in a centralized shared service center or centers? (please describe)
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| * Which specific activities, if any, are currently performed in a centralized shared service center or centers? (please describe)
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| * Which specific activities, if any, are currently performed in a centralized shared service center or centers? (please describe)
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| * Which specific activities, if any, are currently performed in a centralized shared service center or centers? (please describe)
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| * Which specific activities, if any, are currently performed in a centralized shared service center or centers? (please describe)
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| * Which performance metric or outcome does your company primarily focus on related to ? (Select one) |
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| * Which performance metric or outcome does your company primarily focus on related to ? (Select one) |
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| * Which performance metric or outcome does your company primarily focus on related to ? (Select one) |
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| * Which performance metric or outcome does your company primarily focus on related to ? (Select one) |
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| * Which performance metric or outcome does your company primarily focus on related to ? (Select one) |
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| * Which performance metric or outcome does your company primarily focus on related to ? (Select one) |
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| * Which performance metric or outcome does your company primarily focus on related to ? (Select one) |
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| * Which performance metric or outcome does your company primarily focus on related to ? (Select one) |
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| * Which performance metric or outcome does your company primarily focus on related to ? (Select one) |
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| * Which performance metric or outcome does your company primarily focus on related to ? (Select one) |
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| * Which performance metric or outcome does your company primarily focus on related to ? (Select one) |
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| * Which statement best describes the use of technology to support in your company? (Select one) |
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| * Which statement best describes the use of technology to support in your company? (Select one) |
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| * Which statement best describes the use of technology to support in your company? (Select one) |
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| * Which statement best describes the use of technology to support in your company? (Select one) |
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| * Which statement best describes the use of technology to support in your company? (Select one) |
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| * Which statement best describes the use of technology to support in your company? (Select one) |
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| * Which statement best describes the use of technology to support in your company? (Select one) |
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| * Which statement best describes the use of technology to support in your company? (Select one) |
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| * Which statement best describes the use of technology to support in your company? (Select one) |
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| * Which statement best describes the use of technology to support in your company? (Select one) |
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| * Which statement best describes the use of technology to support in your company? (Select one) |
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| * Which statement best describes your company’s use of outsourcing related to ? (Select one) |
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| * Which statement best describes your company’s use of outsourcing related to ? (Select one) |
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| * Which statement best describes your company’s use of outsourcing related to ? (Select one) |
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| * Which statement best describes your company’s use of outsourcing related to ? (Select one) |
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| * Which statement best describes your company’s use of outsourcing related to ? (Select one) |
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| * Which statement best describes your company’s use of outsourcing related to ? (Select one) |
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| * Which statement best describes your company’s use of outsourcing related to ? (Select one) |
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| * Which statement best describes your company’s use of outsourcing related to ? (Select one) |
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| * Which statement best describes your company’s use of outsourcing related to ? (Select one) |
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| * Which statement best describes your company’s use of outsourcing related to ? (Select one) |
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| * Which statement best describes your company’s use of outsourcing related to ? (Select one) |
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| * We would like to understand the “pain points” your company experiences related to . “Pain points” may include labor intensive process steps, inconsistent process inputs, difficulty accessing information, problems that cause rework, weak analytic insights, technology issues, etc.
Please list below “pain points” or challenges that your company is experiencing with this process and please try to be as specific and as detailed as possible. | | |
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| * We would like to understand the “pain points” your company experiences related to . “Pain points” may include labor intensive process steps, inconsistent process inputs, difficulty accessing information, problems that cause rework, weak analytic insights, technology issues, etc.
Please list below “pain points” or challenges that your company is experiencing with this process and please try to be as specific and as detailed as possible. | | |
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| * We would like to understand the “pain points” your company experiences related to . “Pain points” may include labor intensive process steps, inconsistent process inputs, difficulty accessing information, problems that cause rework, weak analytic insights, technology issues, etc.
Please list below “pain points” or challenges that your company is experiencing with this process and please try to be as specific and as detailed as possible. | | |
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| * We would like to understand the “pain points” your company experiences related to . “Pain points” may include labor intensive process steps, inconsistent process inputs, difficulty accessing information, problems that cause rework, weak analytic insights, technology issues, etc.
Please list below “pain points” or challenges that your company is experiencing with this process and please try to be as specific and as detailed as possible. | | |
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| * We would like to understand the “pain points” your company experiences related to . “Pain points” may include labor intensive process steps, inconsistent process inputs, difficulty accessing information, problems that cause rework, weak analytic insights, technology issues, etc.
Please list below “pain points” or challenges that your company is experiencing with this process and please try to be as specific and as detailed as possible. | | |
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| * We would like to understand the “pain points” your company experiences related to . “Pain points” may include labor intensive process steps, inconsistent process inputs, difficulty accessing information, problems that cause rework, weak analytic insights, technology issues, etc.
Please list below “pain points” or challenges that your company is experiencing with this process and please try to be as specific and as detailed as possible. | | |
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| * We would like to understand the “pain points” your company experiences related to . “Pain points” may include labor intensive process steps, inconsistent process inputs, difficulty accessing information, problems that cause rework, weak analytic insights, technology issues, etc.
Please list below “pain points” or challenges that your company is experiencing with this process and please try to be as specific and as detailed as possible. | | |
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| * We would like to understand the “pain points” your company experiences related to . “Pain points” may include labor intensive process steps, inconsistent process inputs, difficulty accessing information, problems that cause rework, weak analytic insights, technology issues, etc.
Please list below “pain points” or challenges that your company is experiencing with this process and please try to be as specific and as detailed as possible. | | |
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| * We would like to understand the “pain points” your company experiences related to . “Pain points” may include labor intensive process steps, inconsistent process inputs, difficulty accessing information, problems that cause rework, weak analytic insights, technology issues, etc.
Please list below “pain points” or challenges that your company is experiencing with this process and please try to be as specific and as detailed as possible. | | |
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| * We would like to understand the “pain points” your company experiences related to . “Pain points” may include labor intensive process steps, inconsistent process inputs, difficulty accessing information, problems that cause rework, weak analytic insights, technology issues, etc.
Please list below “pain points” or challenges that your company is experiencing with this process and please try to be as specific and as detailed as possible. | | |
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| * We would like to understand the “pain points” your company experiences related to . “Pain points” may include labor intensive process steps, inconsistent process inputs, difficulty accessing information, problems that cause rework, weak analytic insights, technology issues, etc.
Please list below “pain points” or challenges that your company is experiencing with this process and please try to be as specific and as detailed as possible. | | |
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| * In your opinion, what would be the most powerful single action your company could take to remove the key “pain point” you identified?
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| The Role of Business Process Outsourcing |
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* Which of the following document process functions does your company currently outsource?
(Select all that apply) |
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*
Please indicate any of the business processes listed below where your company outsources at least part of the workflow – keeping in mind that we are focusing on outsourced activities/services - whether they are performed onsite or off, and not IT infrastructure or equipment. (Select all that apply)
Click the link for further examples/explanation |
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Accounts receivable processing
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Real estate and facilities management
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Sourcing / purchasing / procurement processes
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Insurance claims processing (policy claims)
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Employee benefits processing (UI, disability, etc.)
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Insurance new policy application processing (Life, P&C, Health, etc.)
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Financial Services new account application processing (bank, brokerage, credit card, etc.)
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Receiving / inventory / materials management
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General Office Services – Mailroom Management, Copy Center, Reception, etc.
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OUR COMPANY DOES NOT OUTSOURCE ANY PART OF THESE PROCESSES
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| * You said that was one of the business processes where your company works with a business process outsourcing (BPO) vendor. Please help us understand your role in selecting BPO vendors to support this process. (select one) |
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| * You said that was one of the business processes where your company works with a business process outsourcing (BPO) vendor. Please help us understand your role in selecting BPO vendors to support this process. (select one) |
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| * You said that was one of the business processes where your company works with a business process outsourcing (BPO) vendor. Please help us understand your role in selecting BPO vendors to support this process. (select one) |
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| * You said that was one of the business processes where your company works with a business process outsourcing (BPO) vendor. Please help us understand your role in selecting BPO vendors to support this process. (select one) |
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| * You said that was one of the business processes where your company works with a business process outsourcing (BPO) vendor. Please help us understand your role in selecting BPO vendors to support this process. (select one) |
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| * You said that was one of the business processes where your company works with a business process outsourcing (BPO) vendor. Please help us understand your role in selecting BPO vendors to support this process. (select one) |
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| * You said that was one of the business processes where your company works with a business process outsourcing (BPO) vendor. Please help us understand your role in selecting BPO vendors to support this process. (select one) |
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| * You said that was one of the business processes where your company works with a business process outsourcing (BPO) vendor. Please help us understand your role in selecting BPO vendors to support this process. (select one) |
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| * You said that was one of the business processes where your company works with a business process outsourcing (BPO) vendor. Please help us understand your role in selecting BPO vendors to support this process. (select one) |
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| * You said that was one of the business processes where your company works with a business process outsourcing (BPO) vendor. Please help us understand your role in selecting BPO vendors to support this process. (select one) |
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| * You said that was one of the business processes where your company works with a business process outsourcing (BPO) vendor. Please help us understand your role in selecting BPO vendors to support this process. (select one) |
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| * To the best of your knowledge, what are the top 3 reasons that your company utilizes outsourcing for ? (select three) |
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| * To the best of your knowledge, what are the top 3 reasons that your company utilizes outsourcing for ? (select three) |
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| * To the best of your knowledge, what are the top 3 reasons that your company utilizes outsourcing for ? (select three) |
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| * To the best of your knowledge, what are the top 3 reasons that your company utilizes outsourcing for ? (select three) |
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| * To the best of your knowledge, what are the top 3 reasons that your company utilizes outsourcing for ? (select three) |
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| * To the best of your knowledge, what are the top 3 reasons that your company utilizes outsourcing for ? (select three) |
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| * To the best of your knowledge, what are the top 3 reasons that your company utilizes outsourcing for ? (select three) |
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| * To the best of your knowledge, what are the top 3 reasons that your company utilizes outsourcing for ? (select three) |
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| * To the best of your knowledge, what are the top 3 reasons that your company utilizes outsourcing for ? (select three) |
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| * To the best of your knowledge, what are the top 3 reasons that your company utilizes outsourcing for ? (select three) |
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| * To the best of your knowledge, what are the top 3 reasons that your company utilizes outsourcing for ? (select three) |
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| * In the space provided below, please describe which specific activities are being outsourced by your company. | | |
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| * In the space provided below, please describe which specific activities are being outsourced by your company. | | |
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| * In the space provided below, please describe which specific activities are being outsourced by your company. | | |
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| * In the space provided below, please describe which specific activities are being outsourced by your company. | | |
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| * In the space provided below, please describe which specific activities are being outsourced by your company. | | |
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| * In the space provided below, please describe which specific activities are being outsourced by your company. | | |
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| * In the space provided below, please describe which specific activities are being outsourced by your company. | | |
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| * In the space provided below, please describe which specific activities are being outsourced by your company. | | |
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| * In the space provided below, please describe which specific activities are being outsourced by your company. | | |
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| * In the space provided below, please describe which specific activities are being outsourced by your company. | | |
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| * In the space provided below, please describe which specific activities are being outsourced by your company. | | |
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| * Where are the outsourced activities being performed? (select all that apply) |
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| * Where are the outsourced activities being performed? (select all that apply) |
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| * Where are the outsourced activities being performed? (select all that apply) |
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| * Where are the outsourced activities being performed? (select all that apply) |
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| * Where are the outsourced activities being performed? (select all that apply) |
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| * Where are the outsourced activities being performed? (select all that apply) |
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| * Where are the outsourced activities being performed? (select all that apply) |
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| * Where are the outsourced activities being performed? (select all that apply) |
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| * Where are the outsourced activities being performed? (select all that apply) |
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| * Where are the outsourced activities being performed? (select all that apply) |
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| * Where are the outsourced activities being performed? (select all that apply) |
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| * To the best of your knowledge, what is the primary reason that your company does not outsource parts of its business processes? (select one) |
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| * If your company or organization begins to outsource some of its business process activities, what do you anticipate your role will be in the vendor selection process? (Select one) |
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Canon Business Process Services is a subsidiary of “Canon”. While widely known for its consumer photography products, Canon is a global leader in business technology and productivity solutions, with over $36 Billion in annual revenue worldwide.
Based on your knowledge of “Canon”, please indicate how capable you believe they would be as a provider of each of the outsourced services listed below - using a scale from 1 to 5, where 1 = “Not At All Capable”, and 5 = “Very Capable”.
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Listed below are several things that a prospective business process outsourcing (BPO) vendor could offer you. Please rate the importance of these items when you are determining which BPO vendor to select for your company – using a scale from 1 to 5, where 1 = “Not At All Important”, and 5 = “Very Important”.
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Based on what you know about Canon Business Process Services and their business process outsourcing capabilities, to what extent would you agree with each the following statements about them – using a scale from 1 to 5, where 1 = “Strongly Disagree”, and 5 = “Strongly Agree”.
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We would be interested in speaking with other individuals in your company that have specific knowledge about the processes listed below. Could you please provide us with the email addresses of others in your company that focus on these areas?
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| Based on the topics we explored in this survey, are there any additional thoughts or feedback that you would like to provide us? | | |
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| * Please let us know if we can offer you a gift card from an online retailer such as Amazon, as a small token of our thanks for participating in this important survey. If you choose “yes”, we will email the information you will need to activate your gift card within the next few weeks. |
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| * May we contact you for a brief follow-up conversation on the topics discussed in this research? |
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