BPO Delivery Models: Is ‘White Box’ or ‘Black Box’ Right for You?

Senior Associate David Borowski serves as a resource in this article about the service delivery options for business process outsourcing deals. Sample excerpt: “’There are characteristics of both white box and black box in a lot of BPO services, but most current BPO deals lean closer to the white box model,’ says Dave Borowski, senior associate of outsourcing advisory firm Pace Harmon. ‘That model is staff augmentation, where the client defines a specific skill and pays the provider based on the number of hours and days successfully worked. There are service levels, but you still pay by the number of hours and bodies.’”