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Business Process Outsourcing: Learning from Cases of a Global Offshore Outsourcing Provider

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Handbook on Business Process Management 2

Part of the book series: International Handbooks on Information Systems ((INFOSYS))

Abstract

Process outsourcing industry, a multibillion dollar market, is a highly competitive area with intense competition among companies across outsourcing destinations. After the initial cost advantages, Business Process Outsourcing (BPO) clients increasingly expect innovation and improved performance, which acts as a driver for BPO providers to adopt different aspects of Business Process Management (BPM). Most of the literature on BPO and BPM focuses on the outsourcing organization’s point of view. While BPOs use Six Sigma techniques and IT for improving their performance, the adoption of BPM by a BPO has not been analyzed from a holistic perspective. In this chapter, the authors analyze the various BPM lifecycle activities and supporting elements as applied to a BPO provider-client relationship and the benefits derived using a BPM framework. This chapter uses case studies from an Indian BPO provider and is based on the considerable experience of the authors in BPM and BPM implementations in a BPO service provider.

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Notes

  1. 1.

    Rosemann and vom Brocke (2014) provide a detailed discussion of the six core elements of the BPM maturity model. de Bruin and Doebeli (2014) demonstrate the application of the BPM maturity model in practice.

  2. 2.

    For a general introduction into BPM governance, refer Markus and Jacobson (2014), Spanyi (2014) and Rosemann (2014).

  3. 3.

    For rating the relationships we use the following scale: Strong, Good, Fair, Weak, Absent/Not Visible/Not Analyzed.

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Acknowledgments

We would like to thank Satish Nair, Bipin Nambiar, Alex Joseph, Sudhir Chandran and Yogesh Jagga of Infosys BPO for providing the required information and data on the different case studies. We also thank Shivi Mithal from the BPM Research Group at Infosys for his inputs and comments.

Author information

Authors and Affiliations

  1. Indian Institute of Management, Information Systems, Bangalore, India

    Jyoti M. Bhat

  2. Infosys Technologies Limited SETLabs BPM Research Group, Bangalore, India

    Jude Fernandez

  3. Infosys Labs, Infosys Technologies Limited, Bangalore, India

    Manish Kumar

  4. BPM Research Group SETLabs Infosys Technologies Limited, Bangalore, India

    Sukriti Goel

Authors
  1. Jyoti M. Bhat
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  2. Jude Fernandez
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  3. Manish Kumar
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  4. Sukriti Goel
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Corresponding author

Correspondence to Jyoti M. Bhat .

Editor information

Editors and Affiliations

  1. Institute of Information Systems, University of Liechtenstein, Vaduz, Liechtenstein

    Jan vom Brocke

  2. School of Information Systems, Queensland University of Technology, Brisbane, Queensland, Australia

    Michael Rosemann

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Bhat, J.M., Fernandez, J., Kumar, M., Goel, S. (2015). Business Process Outsourcing: Learning from Cases of a Global Offshore Outsourcing Provider. In: vom Brocke, J., Rosemann, M. (eds) Handbook on Business Process Management 2. International Handbooks on Information Systems. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-45103-4_19

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