Business Process Outsourcing

ISBN-13: 9783639075380 / Angielski / Miękka / 2008 / 152 str.

Gayathri Sundar

Opis

The research findings presented in this dissertation identify factors that are related to the success of business process outsourcing (BPO) relationships. The integrated conceptual framework includes both economic and non-economic factors and draws upon concepts from transaction cost economics, resource based view and social exchange theory. Four dimensions are identified as critical to BPO success: strategic sourcing, governance structure, service quality and partnership quality. The study draws attention to the imperative necessity for business managers to be clear about sourcing options and highlights the importance of having a well defined governance structure to manage BPO relationships. The study also sheds light on the importance of "partnership" in business process outsourcing, bringing attention to the commitment required to make BPO relationships successful.

O autorze

Sundar Gayathri Gayathri Sundar is a Senior Planning Analyst for San Francisco City. She has a Graduate Degree in Economics from India and Graduate Degree in Public Administration from Kennedy School of Government, Harvard University. She obtained her Doctor of Business Administration degree from Golden Gate University, San Francisco.