title: |
Well-Defined Processes and Their Effects on Business Process Outsourcing Vendor's Success: an Integrated Framework |
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publication: |
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part of series: |
Advances in Intelligent Systems Research | |
ISBN: |
978-90-78677-40-6 | |
ISSN: |
1951-6851 | |
DOI: |
doi:10.2991/icebi.2010.71 (how to use a DOI) | |
author(s): |
Zhanhe Du, Xiuwu Liao |
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publication date: |
December 2010 |
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keywords: |
Business process outsourcing,
Well-defined processes, Internal
productivity, Relationship, Contract
enforcement |
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abstract: |
Offshore business process outsourcing
(BPO) has been prevalent for two decades,
but there are many failures. Although
some literature analyzes the reason of
failures from process viewpoint, there is
still not a clear understanding about what
are well-defined processes and their
effects on BPO vendor¡¯s success are still
undisclosed. In this paper, we give a
definition of well-defined processes and
some criteria to measure them, which fills
the gap of absence of a clear definition of
well-defined processes. In addition, we
propose an integrated framework from
production cost economics (PCE),
relational exchange theory (RET) and
transaction cost economies (TCE)
perspectives, through which we talk about
how well-defined processes affect BPO
vendor¡¯s success. Well-defined processes
affect BPO vendor¡¯s success through
facilitating internal productivity,
strengthening external relationship and
improving contract enforcement. |
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copyright: |
©
Atlantis Press. This article is distributed under the
terms of the Creative Commons Attribution License, which permits
non-commercial use, distribution and reproduction in any medium,
provided the original work is properly cited. |
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full text: |