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Improving Quality in Business Process Outsourcing - Achieve Process and Service Quality with Technology

Author

Listed:
  • Sebastian Burgarth

    (Business Process Outsourcing (BPO) Group, SAP)

  • Joern Meissner

    (Department of Management Science, Lancaster University Management School)

  • Hongyan Li

    (Center of Operations Research and Logistics, Aarhus School of Business)

Abstract

To improve the quality of their customers' processes, outsourcing providers need to leverage various measures, including proven process-change methodologies, people skills, and technology. While the impact of process optimization and people skills on quality is generally clear to both BPO customers and providers, the impact of technology is often not fully understood and thus tends to be underutilized.

Suggested Citation

  • Sebastian Burgarth & Joern Meissner & Hongyan Li, 2008. "Improving Quality in Business Process Outsourcing - Achieve Process and Service Quality with Technology," Working Papers MRG/0010, Department of Management Science, Lancaster University, revised Aug 2008.
    • Handle: RePEc:lms:mansci:mrg-0010
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    More about this item

    Keywords

    BPO; Quality; Business Process Outsourcing; Technology; SAP;
    All these keywords.

    JEL classification:

    • O3 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights

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