Sufficient evidence shows that Business Process Outsourcing (BPO) is growing rapidly. Technological and communication advances help realize the wide-spread adoption of BPO, due to their quality and cost improvements. Technology applied in BPO through the adopted software, applications and platform has a substantial long-term impact on the whole process, affecting the quality, cost and associate...

Recent research examined the non-traditional, but increasingly common case of the use of IT to facilitate theoretically inconsistent outsourcing decisions involving (strategic) core firm resources and asset-specific capabilities. It further illustrated how IT can enable such outsourcing decisions and how performance advantages may ensue. However, the process and structural implications of such ...

From the outsourcer’s perspective, the outsourcing literature emphasizes the importance of contracts and risk awareness for managing outsourcing ventures. However, there is a lack of theoretical foundation with regard to the importance of risk and contract design towards outsourcing success. By extending the risk model of Bahli and Rivard (2001) we aim at answering the following questions: (1) ...

DesiCrew is a unique Business Process Outsourcing (BPO) initiative that provides high volume data related services at an affordable cost from rural areas across India. The model provides cost cutting alternatives to urban clients and new sources of income and employment to the villagers, by leveraging Internet technology. The DesiCrew central team in Chennai manages training of rural workforce,...

This research focuses on ethical issues in project management within India’s digital service industry, which we define [1] as information technology (IT), telecommunications, software development, consultancy and business process outsourcing (BPO). India is the leading digital service industry nation with 55% of the global market, including the highest market value (above US$150 billion). The d...

Businesses today have more than ever a sharp focus on reducing capital and operational expenses. Business Process Outsourcing (BPO), Knowledge Process Outsourcing (KPO) and adoption of shared service models have all increased on a global scale. This results in an emerging complexity and volatility of business relationships. As the future internet of services evolves towards dynamic “service mar...

This paper describes a study of soft-skills training at a large Business Process Outsourcing Firm located in Bangalore, India. Soft-skills training pertains to social and customer handling skills in addition to cultural sensitization of Indians to other cultures. Soft-skills are very important for the success of BPO firms, yet there is not much in the literature that addresses soft-skills train...

Information Technology enabled Business Process Outsourcing (BPO) is a growing phenomenon yet little research has been conducted to understand the factors that determine its appropriateness for organisations. A framework that considers the decision from the perspective of the transaction, the organisation and its context is outlined. The usefulness of that framework is then assessed using a cas...

As the Information Systems Offshoring and Business Process Outsourcing (BPO) phenomena continue to grow and gain popularity, it is becoming increasingly evident that there is a need to consider a combination of the two, that is, Offshore BPO of IS Processes. This paper explores the factors that a multi-national organisation considered when it “offshored” its IS business processes to lower-cost ...