Well-Defined Processes and Their Effects on Business Process Outsourcing Vendor's Success: an Integrated Framework

DOI

10.2991/icebi.2010.71How to use a DOI?

Keywords

Business process outsourcing, Well-defined processes, Internal productivity, Relationship, Contract enforcement

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.

Copyright

© 2010, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Zhanhe Du
AU  - Xiuwu Liao
PY  - 2010/12
DA  - 2010/12
TI  - Well-Defined Processes and Their Effects on Business Process Outsourcing Vendor's Success: an Integrated Framework
BT  - Proceedings of the 1st International Conference on E-Business Intelligence (ICEBI 2010)
PB  - Atlantis Press
SP  - 514
EP  - 523
SN  - 1951-6851
UR  - https://doi.org/10.2991/icebi.2010.71
DO  - 10.2991/icebi.2010.71
ID  - Du2010/12
ER  -