We identify managerial challenges and opportunities faced by business process outsourcing (BPO) firms in India by interviewing 28 executives in lower (n = 10), middle (n = 11), and upper management (n = 7) in 15 BPO firms. Content analysis of the responses revealed human resources and organizationrelated challenges as the most critical issues. SWOT (Strengths, Weaknesses, Opportu-nities, Threats) analysis uncovered future opportunities, e.g., Knowledge Process Outsourcing. Secondary data, from four global research agencies and a national trade association, supported our findings. Organizational changes to address challenges and to exploit opportunities are explored.
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Mehta, A., Armenakis, A., Mehta, N. et al. Challenges and opportunities of business process outsourcing in India. J Labor Res 27, 323–338 (2006). https://doi.org/10.1007/s12122-006-1026-8
- Business Process
- Core Competency
- Relational View
- Middle Management Level
- Primary Data Analysis