Chapter

Handbook on Business Process Management 2

Part of the series International Handbooks on Information Systems pp 329-354

Date:

BPO through the BPM Lens: A Case Study

  • Jyoti M. BhatAffiliated withBPM Research Group, SETLabs, Infosys Technologies Limited Email author 
  • , Jude Fernandez
  • , Manish Kumar
  • , Sukriti Goel

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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.