Identifying critical capabilities for improving the maturity level of digital services creation process

Purpose: This research aims to develop a digital capability maturity model find the critical and define level of services creation process for Business Process Outsourcing (BPO) company, which cover end-to-end client’s non-core activities involving people, process, technology.Design/methodology/approach: The study conducts qualitative approaches in variables selection using grounded theory, followed by in-depth interviews focus group discussion confirming chosen as relevant capabilities. Additionally, quantitative are used impact those capabilities on through an online survey 208 employees Structural Equation Modelling (SEM) analysis.Findings: proves that alignment strategy has positive organizational individual capabilities, both have process. All defined “quantitatively managed” level, while collaboration culture value skill indicators required be prioritized development having significant driver yet inferior performance.Practical implications: proposed is built generally utilized help BPO companies understand their improve lead industry. contribution not only suitable particular business but also create more academic purposes improving introducing new variable "alignment strategy" “organizational capability” essential component influencing process.Originality/value: multimethod elaborates empirical evidence, literature review, professional judgment assess prove importance between level.