Not very far into the future, business leaders will no longer be asking, “How can I achieve this objective with fewer human resources?”, instead they will be asking, “How can I achieve this objective with no human resources?”
That is the view of Paul Burton, senior vice president, analytics and research, Genpact.
In a very thorough and extended blog on the subject of business process outsourcing and related subjects, Burton claims there will be a “fundamental paradigm shift” in the way enterprises approach the objective of efficiency.
Burton writes: “We believe that disruption in our industry will result from a fundamental shift in the BPO paradigm. No longer will we (or our competitors) ask how we can operate a particular process more efficiently with fewer, and less expensive, human resources.
“Instead, our point of departure will be from a new paradigm, one in which the framing question is: how do we operate this particular process with no human resources? When you start with this proposition, everything about the way you approach the problem changes.”
