We identify managerial challenges and opportunities faced by business process outsourcing (BPO) firms in India by interviewing 28 executives in lower (n 3 10), middle (n 3 11), and upper management (n 3 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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Volume (Year): 27 (2006) Issue (Month): 3 (June) Pages: 324-338 Download reference. The following formats are available: HTML
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