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Krakow’s performance indicators inspirations


After the success of last year's The BSS Tour project, experts from the outsourcing industry and modern business services will visit several cities in Poland again to meet the growing expectations of expanding knowledge in this sector, as well as to redefine investment potential for the BSS sector.

The BSS Tour series is a continuation of The BSS Forum - an annual event organized by the Pro Progressio Foundation, during which specialists from the modern business services industry and representatives of the public sector share their knowledge and discuss the most important issues related to topics such as BPO, SSC, R&D, Logistics and many others. Big interest and stormy discussions about building the KPI/SLA model in operational centres during the second edition of The BSS Forum in Gdynia, inspired the organizers to take up the subject of key performance indicators on the occasion of the next conference.

The BSS Tour: Inspirations of KPI / SLA in Krakow is a strong accent opening the cycle of all-year business meetings. The purpose of the event is to discuss the types of performance indicators and to analyse the risks of implementing them. The conference will also include a discussion about Krakow, which is indicated as one of the most attractive cities in the Central and Eastern Europe for the BPO sector (according to Tholons Services Globalization Index 2017). With regard to the potential of the capital of Małopolska, discussion will also be focused on other locations that Poland has to offer to foreign investors from the services sector.

The topics discussed during Krakow’s conference will include:

  • definition and differences between SLA, KPI, CSF, KRI and RI
  • methods of correct management of meters in BSS operation centres
  • KPI relationship with the management of the operation centre
  • practical applications of SLA
  • the position of Krakow on the Polish map of BSS centres
  • potential and possible development directions for Krakow's operations centres

The conference will take place on April 17, 2018 in the modern Inspiration Centre of Nowy Styl Group in Krakow and is dedicated to the senior management of the BSS operations centres, as well as representatives of the Polish investment development agencies. Among the speakers there are experts representing: Polish Investment and Trade Agency, State Street Bank Poland, PwC, SourceOne Advisory, Elopak, Gekko AdvisoryNOW, Rhenus Logistics, Torus and many others. The event is planned for about 120 delegates, who, in addition to hearing the lecture, will have the opportunity to participate actively during “Hard Talk”, an innovative form of brainstorming, which turned out to be a great success during the Januaries Forum. In the second part of the day there will also be: O! Game - a simulation workshop using simple IT tools as part of the Positive Productivity program.

Each conference organized by the Pro Progressio Foundation is supported by the Internet system - Event Tiger. It allows participants to conveniently arrange a face to face meetings in a specifically designated networking area during the event.

Sponsors of The BSS Tour: Inspirations of KPI / SLA in Krakow are Walter Herz, Antal Polska and 4 Results. Among the Partners of the event there are: Nowy Styl Group, Deutscher Outsourcing Verband, PwC, Scandinavian-Polish Chamber of Commerce, as well as the British Polish Chamber of Commerce. Media patronage is granted by, Outsourcing&More, Emerging Europe, Magazine, Outsourcing-Journal, Poland Today, Link to Poland and SSC Heroes.

Free participation in the conference guarantees mandatory registration. A detailed event agenda and application form are available at

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