The development of service provider’s BPO-IT framework

Abstract

Purpose The decision to operate BPO-IT organisational model by a business process outsourcing (BPO) service provider has far reaching benefits. The purpose of this paper is to develop a service provider’s BPO-IT framework that provides in-house IT function (software) required to process client services. Design/methodology/approach The multi-case study adopted an exploratory sequential mixed method research approach. In the first instance, seven BPO service provider organisations were investigated in the qualitative phase and 156 in the quantitative phase, respectively. Findings The adoption of the developed framework indicates that it could reduce failures in BPO relationships through reduced turnaround time in processing client services, improved quality of service, reduced cost, improved client and provider’s competitiveness, and confidentiality of client operations. Outsourcing clients could lay the foundation for a successful relationship by adopting a selection process that could choose the right provider. Originality/value The paper reveals BPO-IT organisation’s operation towards in-house provision of software required to process client services. A research exploring BPO service providers from a top outsourcing destination like India could provide offshore outsourcing clients the information to move towards onshore outsourcing.

The Impact of Business Development, Strategic Planning, Business Outsourcing, and Organizational Change towards the Use of Technology among SME’S in Saudi Arabia

“…However, Edvardsson et al (2020) defined business outsourcing as a procedure of transmitting several activities of an organization to another firm to provide a major advantage to the system. Most of the researchers believe that outsourcing is anything that happens or occurs outside of a firm, which improves trust and dependency between partners (Wibisono et al, 2019) According to Ikerionwu et al (2017), companies' successes depend on the business process and outsourcing service providers. However, outsourcing has a significant impact on business performance (Awe, 2018), has a substantial effect on increasing the firm's value (Prajapati et al, 2020), has a significant impact on the employer depiction ideal process (Sim et al, 2016).…”

Secured Service Delivery Model for Outsourced Services in a Business Process Outsourcing Relationship

“…In both instances, it is commonly a norm that outside vendors are regarded as specialist who can provide similar or better levels of service at a lower cost than available in-house. Notwithstanding the specific factors in the outsourcing decision framework, research has shown that the mode of service delivery is critical in determining a successful relationship [21]. Therefore, this section presents three key means of delivery mode available for BPOs: dedicated private network, cloud computing, and desktop virtualization.…”

“…Table 3 shows that the delivery mode is mutually agreed, but the provider's expertise plays a significant contribution to the decision making. In this aspect, large service provider organizations with many years of experience tend to influence the decision making [21]. The next section is the quantitative investigation of a larger number of service providers in India.…”