Abstract
Process outsourcing industry, a multibillion dollar market, is a highly competitive area with intense competition among companies across outsourcing destinations. After the initial cost advantages, Business Process Outsourcing (BPO) clients increasingly expect innovation and improved performance, which acts as a driver for BPO providers to adopt different aspects of Business Process Management (BPM). Most of the literature on BPO and BPM focuses on the outsourcing organization’s point of view. While BPOs use Six Sigma techniques and IT for improving their performance, the adoption of BPM by a BPO has not been analyzed from a holistic perspective. In this chapter, the authors analyze the various BPM lifecycle activities and supporting elements as applied to a BPO provider–client relationship and the benefits derived using a BPM framework. This chapter uses case studies from an Indian BPO provider and is based on the considerable experience of the authors in BPM and BPM implementations in a BPO service provider.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Notes
- 1.
- 2.
- 3.
For rating the relationships we use the following scale: Strong, Good, Fair, Weak, Absent/Not Visible/Not Analyzed.
References
Bhat JM, Fernandez J (2008) A holistic adoption framework for long term success of BPM. In: Fisher L (ed) BPM and workflow handbook digital edition v2, http://store.futstrat.com/servlet/Detail?no=42
Click RL, Duening TN (2004) Business process outsourcing: the competitive advantage. Wiley, New York, pp 154–171
CMU (2006) eSourcing capability model for service providers v2, http://itsqc.cmu.edu/
de Bruin T, Doebeli G (2010) An organizational approach to BPM: the experience of an Australian transport provider. In: vom Brocke J, Rosemann M (eds) Handbook on business process management, vol 2. Springer, Heidelberg
Feeny D, Lacity M, Willcocks LP (2005) Taking the measure of outsourcing partners. MIT Sloan Manage Rev 46(3):41–48
Halvey JK, Melby BM (2000) Business process outsourcing: process, strategies and contracts. John Wiley, New York
Hammer M (2007) The process audit. Harv Bus Rev (April):111–123
Kaka NF, Kekre SS, Sarangan S (2006) Benchmarking India’s business process outsourcers. The McKinsey Quarterly, July 2006
Markus ML, Jacobson DD (2010) Business process goverance. In: vom Brocke J, Rosemann M (eds) Handbook on business process management, vol 2. Springer, Heidelberg
Martin SF, Beimborn D, Parikh MA, Weitzel T (2008) Organizational readiness for business process outsourcing: a model of determinants and impact on outsourcing success. In: Proceedings of the 41st Hawaii international conference on system sciences, 7–10 January 2008; doi: 10.1109/HICSS.2008.340
Mattig A (2008) Modes of governance in business process outsourcing: executive versus market's perspective. In: Proceedings of the 41st Hawaii international conference on system sciences – 2008, 7–10 January 2008; doi: 10.1109/HICSS.2008.321
Mehta A, Armenakis A, Mehta N, Irani F (2006) Challenges and opportunities in business process outsourcing in India. J Labor Res, 27(3), 323–338
Melenovsky MJ, Sinur J (2006) BPM maturity model identifies six phases for successful BPM adoption. Gartner Research. http://www.gartner.com/DisplayDocument?id=497289. Accessed 15 Dec 2008
Namasivayam S (2004) Profiting from business process outsourcing, IT Pro. http://doi.ieeecomputersociety.org/10.1109/MITP.2004.1265537
NelsonHall (2008) Global BPO market forecast: 2008 – 2012, market assessment, June 2008. http://www.nelson-hall.com/service-line-programs/bpo-market-development/?avpage-views=article&id=62422&fv=1
OMG (2008) Business Process Maturity Model (BPMM) version 1.0, OMG. http://www.omg.org/spec/BPMM/1.0/PDF. Accessed 15 Dec 2008
Reijers HA, Mansar SL (2005) Best practices in business process redesign: an overview and qualitative evaluation of successful redesign heuristics, Omega, 33(4), 283–306.
Rosemann M (2010) The service portfolio of a BPM center of excellence. In: vom Brocke J, Rosemann M (eds) Handbook on business process management, vol 2. Springer, Heidelberg
Rosemann M, vom Brocke J (2010) The six core elements of business process management. In: vom Brocke J, Rosemann M (eds) Handbook on business process management, vol 1. Springer, Heidelberg
Rosemann M, de Bruin T, Hueffner T (2004) A model for business process management maturity. In: ACIS 2004 Proceedings
Rouse AC, Corbitt BJ (2006) Business process outsourcing: the hysterisis effect and other lessons. In: Hirschheim RA, Heinzl A, Dibbern J (eds) Information systems outsourcing, 2nd edn. Springer, Berlin, Heidelberg
Scholl RS (2003) BPO validated: verticalization and aggregation accelerate, Gartner Dataquest Report. ID Number: ITOU-WW-MT-0107
Sen F, Shiel M (2006), From business process outsourcing (BPO) to knowledge process outsourcing (KPO): some issues. Hum Syst Manage 25:145–155; IOS Press
Spanyi A (2010) Business process management governance. In: vom Brocke J, Rosemann M (eds) Handbook on business process management, vol 2. Springer, Heidelberg
Tornbohm C, Kyte A (2008) Ten critical IT steps CIOs must take to ensure success in BPO endeavors. Gartner ID Number: G00161194, www.gartner.com. Accessed on 15 Dec 2008
Womack JP, Jones DT (2003) Lean thinking: banish waste and create wealth in your corporation. Simon & Schuster, New York
zur Mühlen M (2004) Workflow-based process controlling: foundation, design and application of workflow-driven process information systems. Logos, Berlin
Acknowledgments
We would like to thank Satish Nair, Bipin Nambiar, Alex Joseph, Sudhir Chandran and Yogesh Jagga of Infosys BPO for providing the required information and data on the different case studies. We also thank Shivi Mithal from the BPM Research Group at Infosys for his inputs and comments.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2010 Springer-Verlag Berlin Heidelberg
About this chapter
Cite this chapter
Bhat, J.M., Fernandez, J., Kumar, M., Goel, S. (2010). BPO through the BPM Lens: A Case Study. In: vom Brocke, J., Rosemann, M. (eds) Handbook on Business Process Management 2. International Handbooks on Information Systems. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-01982-1_16
Download citation
DOI: https://doi.org/10.1007/978-3-642-01982-1_16
Published:
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-01981-4
Online ISBN: 978-3-642-01982-1
eBook Packages: Business and EconomicsBusiness and Management (R0)