Challenges and Opportunities of Business Process Outsourcing in India

Anju Mehta, Achilles Armenakis, Nikhil Mehta and Feruzan Irani

Journal of Labor Research, 2006, vol. 27, issue 3, 324-338

Abstract: We identify managerial challenges and opportunities faced by business process outsourcing (BPO) firms in India by interviewing 28 executives in lower (n 3 10), middle (n 3 11), and upper management (n 3 7) in 15 BPO firms. Content analysis of the responses revealed human resources- and organization-related challenges as the most critical issues. SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis uncovered future opportunities, e.g., Knowledge Process Outsourcing. Secondary data, from four global research agencies and a national trade association, supported our findings. Organizational changes to address challenges and to exploit opportunities are explored.

Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:tra:jlabre:v:27:y:2006:i:3:p:324-338

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