Management Capability and Evaluation of Contractors Relationship in BPO Enterprises

摘要

The capability of relationship management is given more and more considerations with the development of BPO. The ability can be described from three fields: the will of relationship management, management capability for life cycle of service contractor relationship and the performance of relationship management, from which 10 indexes for evaluation can be drawn, for example, attention of high-layer decision makers, establishment of relationship management system, etc., and which can be measured by the aid of Analytic Hierarchy Process Method. It is found that there are three key factors influence the BPO enterprise's relationship management capability. The first one is the establishment of relationship management system and its state. The second one is the attention of high-layer decision makers. The third one is the ability to identity and negotiate with service contractors. It is confirmed that process management is more important than result management, too.