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

摘要

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