IS Design Considerations for an Innovative Service BPO

2016 ◽  
Vol 9 (2) ◽  
pp. 39-56
Author(s):  
Myriam Raymond ◽  
Frantz Rowe
Keyword(s):  
Business Process ◽  
Service Innovation ◽  
Business Systems ◽  
Business Process Outsourcing ◽  
Work System ◽  
Design Considerations ◽  
System Method ◽  
Systems Analysts ◽  
Is Design

S. Alter's Work System Method is used in advancing the understanding and analyses of service innovation Business Process Outsourcing (BPO) from a business systems viewpoint. We propose to use this framework to distinguish what usually characterizes IT-enabled BPO service innovations, and which implications could be drawn for the underlying IS's design. We focus our analysis guided by the Traffic point banking BPO case study in Egypt. This paper brings forward important IS design considerations to the attention of systems analysts and designers to take into consideration while working on the conceptions of Innovative Service BPOs.

Analysis of Manpower Capability Needs in Business Process Outsourcing (BPO) for Tobacco Industry: A Case study on BPO industry in Clark Pampanga, Philippines.

2021 ◽  
Vol 7 (5) ◽  
pp. 2916-2923
Author(s):  
Feng Shuo ◽  
Qi Yao ◽  
Gualberto A. Magdaraog
Keyword(s):  
Human Resources ◽  
Business Process ◽  
Tobacco Industry ◽  
Research Study ◽  
Business Process Outsourcing ◽  
Qualitative Research Study ◽  
Quantitative And Qualitative Research ◽  
Insight Into

Objectives: The study focus on the capability needs of Business Process Outsourcing (BPO) employees for tobacco industry.The study is a quantitative and qualitative research study. It used a survey questionnaire to gather data needed for analysis. The respondents of the study were 50 employees of BPO companies in Clark Pampanga Philippines,where BPO industry is a trend. The findings show an up-to-date picture of BPO industries in Clark Pampanga and an insight into BPO human resources capabilities needs for tobacco industry. It may let Tobacco companies analyze own employee management system with increased precision. They still enabled us to define employment perspective and the challenges tobacco companies are facing, to identify the current BPO human resources capability issues and the long-term human resources trends for Tobacco industry. Together, they provide an exact depiction for the Tobacco industry and valuable foresights to both its employees and employers.

Applying Multiple Perspectives to the BPO decision: A Case Study of Call Centres in Australia

2006 ◽  
Vol 21 (2) ◽  
pp. 99-115 ◽  
Author(s):  
Mark Borman
Keyword(s):  
Information Technology ◽  
Business Process ◽  
Multiple Perspectives ◽  
Business Process Outsourcing ◽  
Call Centres

Information Technology enabled Business Process Outsourcing (BPO) is a growing phenomenon, yet little research has been conducted to understand the factors that determine its appropriateness for organisations and what capabilities they should seek in potential suppliers. A multi-perspective approach to the BPO decision, encompassing the transaction, the organisation and its context, is proposed and a set of supplier capabilities to deliver upon it is outlined. A case study of outsourced call centres in Australia, based upon interviews with three suppliers and three clients, suggests such a multi-perspective approach is useful but that the interaction between the factors shaping the BPO decision is more complex than envisaged. The case also suggests that a common set of capabilities is sought from suppliers – though it is narrower than first proposed.

scholarly journals The Industry Of Outsourcing Information Technology Enabled Services And Business Process Outsourcing In India

2009 ◽  
Vol 5 (4) ◽  
pp. 67-78
Author(s):  
Carlos Miguel Barber Kuri ◽  
Raul Alejandro Moreno Fabre
Keyword(s):  
Information Technology ◽  
Business Process ◽  
Business Process Outsourcing ◽  
Cultural Center ◽  
Documentary Sources

This case study was written using a variety of documentary sources which are all cited throughout the document. The content of this study is a result of the synthesis of information collected and is presented to be used for academic purposes This document was translated from the original in September, 2008 by Lenise L. Butler, International Cultural Center

Business process outsourcing: A case study of Satyam Computers

2010 ◽  
Vol 30 (3) ◽  
pp. 277-282 ◽  
Author(s):  
Kayhan Atesci ◽  
Akshay Bhagwatwar ◽  
Trupti Deo ◽  
Kevin C. Desouza ◽  
Peter Baloh
Keyword(s):  
Business Process ◽  
Business Process Outsourcing

An analysis of the application of process improvement techniques in business process outsourcing

2016 ◽  
Vol 33 (3) ◽  
pp. 321-343 ◽  
Author(s):  
Ronan McIvor
Keyword(s):  
Process Improvement ◽  
Business Process ◽  
Current Literature ◽  
Design Methodology ◽  
Case Study Approach ◽  
Business Process Outsourcing ◽  
Content Type ◽  
Case Study Analysis ◽  
Study Approach

Purpose – The purpose of this paper is to enhance the understanding of the application of process improvement techniques (PITs) in the business process outsourcing (BPO) process. The paper focuses on how PITs impact the BPO process, and identifies a number of key enablers of applying PITs in the BPO process. Design/methodology/approach – The paper employs a case study approach. In-depth case study analysis of a number of organisations that have employed a number of PITs in BPO is carried out. Findings – The findings support current literature that highlights the importance of formal contracting, relational contracting, and vendor capabilities for applying PITs in BPO. However, the findings also highlight the importance of additional factors, not widely considered in the current literature. The client must possess internal capabilities in PITs and change management to ensure process improvement occurs. Moreover, the findings here have shown that the client must invest in and develop the resources that enhance its capability to employ PITs in BPO. Originality/value – The findings highlight the importance and relevance of process improvement to BPO, and identify a number of important issues for further research in order to bridge the gap between these two complementary areas.

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