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Improving Quality in Business Process Outsourcing - Achieve Process and Service Quality with Technology

Sebastian Burgarth, Joern Meissner and Hongyan Li
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Sebastian Burgarth: Business Process Outsourcing (BPO) Group, SAP
Hongyan Li: Center of Operations Research and Logistics, Aarhus School of Business,

No MRG/0010, Working Papers from Department of Management Science, Lancaster University

Abstract: To improve the quality of their customers' processes, outsourcing providers need to leverage various measures, including proven process-change methodologies, people skills, and technology. While the impact of process optimization and people skills on quality is generally clear to both BPO customers and providers, the impact of technology is often not fully understood and thus tends to be underutilized.

Keywords: BPO; Quality; Business Process Outsourcing; Technology; SAP (search for similar items in EconPapers)
JEL-codes: O3 (search for similar items in EconPapers)
Pages: 9 pages
Date: 2008-08, Revised 2008-08
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Published as SAP Insight No 50-091-185 (August 2008)

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