Purpose
The decision to operate BPO-IT organisational model by a business process outsourcing (BPO) service provider has far reaching benefits. The purpose of this paper is to develop a service provider’s BPO-IT framework that provides in-house IT function (software) required to process client services.
Design/methodology/approach
The multi-case study adopted an exploratory sequential mixed method research approach. In the first instance, seven BPO service provider organisations were investigated in the qualitative phase and 156 in the quantitative phase, respectively.
Findings
The adoption of the developed framework indicates that it could reduce failures in BPO relationships through reduced turnaround time in processing client services, improved quality of service, reduced cost, improved client and provider’s competitiveness, and confidentiality of client operations. Outsourcing clients could lay the foundation for a successful relationship by adopting a selection process that could choose the right provider.
Originality/value
The paper reveals BPO-IT organisation’s operation towards in-house provision of software required to process client services. A research exploring BPO service providers from a top outsourcing destination like India could provide offshore outsourcing clients the information to move towards onshore outsourcing.
This paper considers assessment techniques based on the use of questionnaires, assessment matrices, workshops, and pro-forma assessment schemas; together with people issues such as motivation and involvement. With strong reference to SPICE process capability levels and the European Foundation for Quality Management (EFQM) Excellence Model, the authors suggest a novel framework containing a possible sequence of improvement steps towards the Established Level 3. The main conclusion in this paper is that an incremental improvement path can be defined using process assessment that commences with questionnaires, then goes on to matrices, workshops, and finally reaches pro-formas. Furthermore, it seems quite plausible that all four types of assessment techniques should be employed on an ongoing basis in a staged fashion.
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