Improving understanding of the competencies required ofBusiness Process Outsourcing (BPO) suppliers: The caseof customer management services in Australia

摘要

Information Technology enabled Business Process Outsourcing (BPO) is a growing phenomenon yet little research has beenconducted to understand what competencies are required of suppliers. A case study of outsourced customer managementservices in Australia seeks to determine whether the set of competencies previously identified by Feeny et al (2003) isrelevant and complete. Initial results provide some suggestions for refinement while indicating that the competencies soughtfrom suppliers may be remarkably consistent across sectors – at least for customer management.