IS Design Considerations for an Innovative Service BPO: Insights from a Banking Case Study

Myriam Raymond and Frantz Rowe ()
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Myriam Raymond: GRANEM - Groupe de Recherche Angevin en Economie et Management - UA - Université d'Angers - AGROCAMPUS OUEST - Institut National de l'Horticulture et du Paysage
Frantz Rowe: LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes

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Abstract: S. Alter's Work System Method is used in advancing the understanding and analyses of service innovation Business Process Outsourcing (BPO) from a business systems viewpoint. We propose to use this framework to distinguish what usually characterizes IT-enabled BPO service innovations, and which implications could be drawn for the underlying IS's design. We focus our analysis guided by the Traffic point banking BPO case study in Egypt. This paper brings forward important IS design considerations to the attention of systems analysts and designers to take into consideration while working on the conceptions of Innovative Service BPOs.

Date: 2016-07
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Published in International Journal of Information Technologies and Systems Approach, 2016, 9 (2), pp.39-56. ⟨10.4018/IJITSA.2016070103⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03708639

DOI: 10.4018/IJITSA.2016070103

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