a r t i c l e i n f o Keywords: Quality management capabilities Market orientation India Market-based organizational learning capabilities Business-to-business marketing Business-to-business marketing literature acknowledges the value firms, including business process outsourcing firms, realise through their supplier networks. Such value realisation is often possible through a dynamic exchange ...

QWL is short form of Quality of Working Life, Quality means ‘what something is like or how good or bad something is. BPO (Business Process Outsourcing) is the assignment of responsibility of one or more IT-Enabled Services to a service provider that in turn owns, administers and manages the selected process based on defined and measurable performance criteria. BPO is one of the quick growing se...

In an ever accelerating world demanding fast adjustment to changing business environments, organizational flexibility becomes increasingly important. By outsourcing business processes (BPO), there are both potential flexibility losses (e.g. loss of control) and potential flexibility gains (e.g. the transformation of fixed to variable costs). Firms have to balance this trade-off to retain suffic...

"Outsourcing success it's all in Governance" reported Lauren Bielski in the ABA Banking Journal 2006 [6] and consequently, governance represents the key concept when discussing outsourcing in practice. However, when analyzing the business process outsourcing practice of Swiss Retail Banks, governance aspects seem so far only to play a minor role in the evaluation of outsourcing decisions. This ...

Business process outsourcing (BPO) is expected to be “the next big wave” in the development of information technology services. However, managing the tacit knowledge underlying the interfaces is costly and complicated. Modularization of the outsourced business process can mitigate such complexity and the risk of knowledge misappropriation. This research-in-progress paper introduces the concept ...

American companies account for a lion’s share of the global spending on Business Process Outsourcing (BPO), which is expected to touch $1 trillion by the end of this year. This article considers the capacity management problem faced by a firm with two types of timedifferentiated internal processes and the option to outsource. Urgent jobs require immediate processing and cannot be outsourced. Re...

This paper describes how a startup business process outsourcing (BPO) provider named Liberty Source helped a large U.S.-based client reshore business services from an established Indian BPO provider. Founded in 2014, Liberty Source is a for-profit firm that provides a competitive alternative to offshoring while fulfilling its social mission to launch and sustain the careers of U.S. military spo...

Competition in the Information Technology Outsourcing (ITO) and Business Process (BPO) industry is increasingly moving from being motivated by cost savings towards strategic benefits that service providers can offer to their clients. Innovation one such benefit expected nowadays outsourcing engagements. The rising importance of innovation has been noticed acknowledged not only Systems (IS) lite...

As Business Process Outsourcing (BPO) moves offshore and now includes Information Systems (IS) Processes, there is a need to consider a combination of the two. This article explores the factors that a multinational organisation considered when it “offshored” its IS business processes to lower-cost destinations. It focuses on determining the driving factors and challenges faced during the offsho...

Abstract We explore the evolution of Africa’s business process outsourcing (BPO) industry. In so doing, we seek to derive policy and managerial implications on how African suppliers can grow become more attractive foreign multinational corporations (MNCs). discuss insights from literature clusters these evolve. Our conceptual arguments are supported by a case study Kenyan BPO cluster through th...