Organizations are pursuing the outsourcing of business processes (BPO) to offshore locations. However, current research has shown that an organizational learning gap between the client and vendor organizations leads to less than expected benefits. While networking and other distributed technologies provide a foundation for outsourcing, knowledge management (KM) can be used to bridge these gaps ...

Firms are increasingly using onshore and offshore business process outsourcing (BPO) to manage their primary and support functions and achieve their strategic objectives. Despite the growing significance of BPO, there is limited understanding of the performance outcomes for firms that engage in BPO. To study the performance implications of BPO, we first develop a conceptual model based on liter...

Business Process Outsourcing (BPO) is the delegation of one or more business processes to an external service provider (which may be an offshore captive centre or a third party). The focus of most BPO research has been the cost reductions delivered by third party providers of BPO services in offshore locations in India, Eastern Europe and elsewhere, and there has been little research on captive...

This case study examines three strategic questions that India’s largest software services firm, Tata Consultancy Services (TCS), faced in 2003. TCS had pioneered the industry and remained the market leader; of late, its lead over domestic rivals had been slipping, even while much larger multinational rivals were establishing large Indian operations. TCS needed a strategy to move up the software...

This explorative study investigates how bureaucratic public sector client organizations deal with information technology (ITO) and business process (BPO) outsourcing in terms of internal management. Through contextual and micro-level analyses, the research found that client organizations appear to work at transforming outsourcing-related strategy, contract structure, and their own organizations...

In the past decade, offshore business process outsourcing (BPO) has gained considerable momentum within the global economic landscape. Western companies tend to outsource their business processes to emerging economies, such as India. Research indicates that high quality communication is a crucial element in the success of outsourcing relationships. However, in practice, communication is a probl...

Outsourcing, during its establishment phase, focused on the socio-economic and the managerial concerns of the companies, countries and people involved. As we progress toward the next generation of outsourcing, we need to ascertain a technology framework that would permit us to outsource in a secure and optimized manner with reduced reliance on litigations approach. This paper discusses Business...

We analyze the effect of buyer, contract, and vendor characteristics on abnormal stock returns among firms that have announced large scale Information Technology (IT) and Business Process outsourcing (BPO) contracts. We draw upon a comprehensive dataset on outsourcing announcements, augmented with data from public sources. Salient buyer factors examined include use of a wide range of organizati...

Purpose – Business process outsourcing (BPO) has become so prevalent that a new term, the extended enterprise, has arisen to describe this approach to structuring an organization. The purpose of this article is to integrate the information systems and the interfirm governance literatures to develop a framework for the role of trust in the governance of extended enterprises. Design/methodology/a...

Companies across a broad range of industries are pursuing offshore outsourcing. The wave that started with IT (Information Technology) outsourcing, led to business process outsourcing (BPO) as offshore vendors developed their capabilities and client’s built up relationships with those offshore vendors. With the rise in available skilled and certified workers in key skill areas such as accountin...