Challenges and opportunities of business process outsourcing in India

Anju Mehta; Achilles Armenakis; Anju Mehta; Feruzan Irani

doi:10.1007/s12122-006-1026-8

Challenges and opportunities of business process outsourcing in India

Anju Mehta
, Achilles Armenakis
, Anju Mehta
, Feruzan Irani

Management

Auburn University

Research output: Contribution to journal › Conference article › peer-review

72 Scopus citations

Abstract

We identify managerial challenges and opportunities faced by business process outsourcing (BPO) firms in India by interviewing 28 executives in lower (n = 10), middle (n = 11), and upper management (n = 7) in 15 BPO firms. Content analysis of the responses revealed human resources- and organization-related challenges as the most critical issues. SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis uncovered future opportunities, e.g., Knowledge Process Outsourcing. Secondary data, from four global research agencies and a national trade association, supported our findings. Organizational changes to address challenges and to exploit opportunities are explored.

Original language	English
Pages (from-to)	323-338
Number of pages	16
Journal	Journal of Labor Research
Volume	27
Issue number	3
DOIs	https://doi.org/10.1007/s12122-006-1026-8
State	Published - Jun 1 2006

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AB - We identify managerial challenges and opportunities faced by business process outsourcing (BPO) firms in India by interviewing 28 executives in lower (n = 10), middle (n = 11), and upper management (n = 7) in 15 BPO firms. Content analysis of the responses revealed human resources- and organization-related challenges as the most critical issues. SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis uncovered future opportunities, e.g., Knowledge Process Outsourcing. Secondary data, from four global research agencies and a national trade association, supported our findings. Organizational changes to address challenges and to exploit opportunities are explored.

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Challenges and opportunities of business process outsourcing in India

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