Challenges and opportunities of business process outsourcing in India

Challenges and opportunities of business process outsourcing in India 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Labor Research Springer Journals

Challenges and opportunities of business process outsourcing in India

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Publisher
Springer Journals
Copyright
Copyright © 2006 by Springer
Subject
Social Sciences; Social Sciences, general
ISSN
0195-3613
eISSN
1936-4768
DOI
10.1007/s12122-006-1026-8
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

Journal of Labor ResearchSpringer Journals

Published: Jul 28, 2006

References

  • Outsourcing Decision and Managerial Incentives
    Chalos, Peter; Sung, Jaeyoung

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