Business Process Outsourcing: Learning from Cases of a Global Offshore Outsourcing Provider

Jyoti M. Bhat (), Jude Fernandez (), Manish Kumar () and Sukriti Goel ()
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Jyoti M. Bhat: Indian Institute of Management, Information Systems
Jude Fernandez: Infosys Technologies Limited SETLabs BPM Research Group
Manish Kumar: Infosys Labs, Infosys Technologies Limited
Sukriti Goel: BPM Research Group SETLabs Infosys Technologies Limited

A chapter in Handbook on Business Process Management 2, 2015, pp 443-470 from Springer

Abstract: Abstract Process outsourcing industry, a multibillion dollar market, is a highly competitive area with intense competition among companies across outsourcing destinations. After the initial cost advantages, Business Process Outsourcing (BPO) clients increasingly expect innovation and improved performance, which acts as a driver for BPO providers to adopt different aspects of Business Process Management (BPM). Most of the literature on BPO and BPM focuses on the outsourcing organization’s point of view. While BPOs use Six Sigma techniques and IT for improving their performance, the adoption of BPM by a BPO has not been analyzed from a holistic perspective. In this chapter, the authors analyze the various BPM lifecycle activities and supporting elements as applied to a BPO provider-client relationship and the benefits derived using a BPM framework. This chapter uses case studies from an Indian BPO provider and is based on the considerable experience of the authors in BPM and BPM implementations in a BPO service provider.

Keywords: Business Process; Task Allocation; Business Process Management; Critical Success Factor; Client Organization (search for similar items in EconPapers)
Date: 2015
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DOI: 10.1007/978-3-642-45103-4_19

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