Business Process Modelling as a synchronisation tool: improving client-provider communication in a context of service outsourcing

Teresa Sánchez Chaparro, Alfonso Duran Heras and Victor Gomez Frias
Additional contact information
Teresa Sánchez Chaparro: ANECA - Agencia Nacional de Evaluación de la Calidad y Acreditación (ANECA) - Agencia Nacional de Evaluación de la Calidad y Acreditación
Alfonso Duran Heras: Administración de Empresas - UC3M - Universidad Carlos III de Madrid [Madrid]
Victor Gomez Frias: CRG - Centre de recherche en gestion - X - École polytechnique - IP Paris - Institut Polytechnique de Paris - CNRS - Centre National de la Recherche Scientifique

Post-Print from HAL

Abstract: This paper shows how Business Process Modelling (BPM) can be used as a powerful tool for improving provider–client communication in a context of service outsourcing. The objective of this approach is to reduce some of the inefficiencies and disturbances that occur in situations of organisational decoupling (outsourcing), geographical decoupling (offshoring) or both (offshore outsourcing). The findings discussed in this paper are especially relevant to situations of offshore outsourcing in which communications problems are augmented by cultural differences and geographical distance. The experience reported is part of a six months' action-research project that was carried out by the University Carlos III of Madrid's Engineering Management Group in one of the leading callcentre companies in Spain.

Keywords: Spain.; offshore outsourcing; BPM; business process modelling; call centres; communication improvement; service outsourcing; offshoring; Spain (search for similar items in EconPapers)
Date: 2009
References: Add references at CitEc
Citations:

Published in International Journal of Information Technology and Management, 2009, 8 (4), pp.412-428

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-00406420

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().