Capabilities of BPO Vendor: Case Study of China Data Group

摘要

In recent years, BPO has increased rapidly in China, and China is becoming an important offshore BPO destination. However, the capabilities of Chinese BPO vendors are relatively lower than other countries. In order to evaluate and for further improvement the vendors capabilities, this paper sets up a capability model for BPO vendors, which mainly focuses on seven capabilities including technology, process, human resource, domain knowledge, market development, relationship management, and service delivery. Furthermore, this paper also discusses about how the capabilities of CDG (China Data Group) are evaluated and analyzed.