Managing business processes through outsourcing: a strategic partnering perspective

摘要

Purpose - The purpose of this paper is to discuss business processes as building-blocks ofrnorganisational capabilities and outsourcing of business processes as a viable management approach tornbuilding strategic organisational capabilities.rnDesign/methodology/approach - The paper develops a conceptual framework based on "strategicrnpartnering" to successfully implement "global sourcing" of organisational capabilities and validatesrnthis framework using multiple case studies research.rnFindings - The paper identifies business process management, relationship management and thernoutsourcing value propositions as the key dimensions for business process outsourcing (BPO) success.rnResearch limitations/implications - The paper is based on case studies of seven Europeanrnclients and ten Indian service providers of BPO services. A larger survey of BPO clients and servicernproviders may further strengthen the proposed framework and make the findings more conclusive.rnPractical implications - The proposed framework helps both the BPO client and the servicernprovider organisations in understanding the critical role of relationship management in realising thernintended BPO service outcomes. It also helps the BPO clients and the service providers to understandrnthe risk and business value implications of BPO value proposition.rnOriginality/value - The paper addresses a dearth of literature on BPO service provision andrnestablishes the need for dyadic study of BPO services from both the client and the service providerrnperspective simultaneously for understanding the dynamics of this emerging service sector.