Survey respondents represent roughly seven percent of the total population of U.S. and Canadian institutions of higher learning. Their characteristics make these institutions a good representation of IT spending in the higher education sector of the economy. INPUT weighted EDUCAUSE survey data on the basis of the current proportion of Carnegie classifications of higher education institutions. I...

IT outsourcing activity in higher education in 2001 is estimated to be $782 million, compared with $57 billion for the U.S. commercial market and $6.4 billion for the U.S. federal government market. These estimates include business process outsourcing (BPO) and processing services outsourcing activities. While higher education IT outsourcing activity is forecast to grow at a compound average gr...

Despite the phenomenal growth in outsourcing of various business functions like Enterprise Systems outsourcing, IT outsourcing, and Business Process outsourcing, there has been relatively less attention given to the high-risk area of outsourcing contracts. In this regard, contract has been the conventional medium for governing outsourcing relationships. This study aims to bring forward the impo...

The Philippines is a global leader in business process outsourcing (BPO). Many foreign investors view the as viable location for their call center operations due to Filipinos' strength English proficiency. This study focuses on inbound accounts that deal with variety of situations, ranging from information requests difficult calls require more time handle, such complaint calls. Since goal any c...

Processes are the core of organisations. Business Process Management (BPM) argues organisations can gain competitive advantage by improving and innovating their processes through a holistic process-oriented view. An organisation can be more or less process-oriented depending on their experience in applying process thinking for better results. The aim of this paper is to define a framework for i...

India is an established global leader in IT, ITES and BPO sectors due to the various global and local developments over the last decade. The similarities in technology and capabilities, and the clustering tendency of these sectors should have led India to the position of global leadership in e-commerce as well. We find, on the contrary, Indian e-commerce sector does lag behind its global counte...

Management of risks that emanate from offshore IT-enabled services outsourcing is a key challenge in the IT management area in current times. These new risks need to be addressed through the development of new risk management frameworks and methods. This paper proposes a risk management approach for offshore business process outsourcing based on the principles of high reliability organizations ...

A recurring problem when teaching Business Process Orientation (BPO) is the difficulty students have connecting conceptual knowledge and procedural knowledge. Literature suggests that one solution is to combine different forms of learning, such as hand-on exposure to enterprise resource planning (ERP) together with traditional teaching. This article presents a three step teaching case designed ...

The understanding on how a service provider’s (SP) process capabilities, in terms of aligning and adapting resources to deliver value to its service recipient (SR) in business process outsourcing (BPO), affect its commitment is limited. To address this, building on a strategic perspective and related theories such as the resource-based view and knowledge management, we develop a theoretical mod...