I recently had a conversation about managing the risks associated with business process outsourcing (BPO) with a client who is a senior operations executive from a leading global insurer.  One risk stood out as paramount -- this executive had a dramatically heightened concern regarding the ability to mitigate any operational down time. Why?  Because if any such incident were negatively experienced by customers, or worse, publicized, it would reflect poorly on the insurer’s ability to fulfill its core customer value proposition:  risk management.   Thus, addressing business continuity concerns were imperative for bringing individual business line stakeholders on board the BPO program.

While every company sourcing operational processes is concerned about business continuity, insurers make a strong and legitimate case for the highest level of scrutiny and thus provide useful examples for others.  

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