IDEAS home Printed from
   My bibliography  Save this article

Business Process Modelling as a synchronisation tool: improving client-provider communication in a context of service outsourcing


  • Teresa Sanchez Chaparro
  • Alfonso Duran Heras
  • Víctor Gomez Frias


This paper shows how Business Process Modelling (BPM) can be used as a powerful tool for improving provider–client communication in a context of service outsourcing. The objective of this approach is to reduce some of the inefficiencies and disturbances that occur in situations of organisational decoupling (outsourcing), geographical decoupling (offshoring) or both (offshore outsourcing). The findings discussed in this paper are especially relevant to situations of offshore outsourcing in which communications problems are augmented by cultural differences and geographical distance. The experience reported is part of a six months' action-research project that was carried out by the University Carlos III of Madrid's Engineering Management Group in one of the leading callcentre companies in Spain.

Suggested Citation

  • Teresa Sanchez Chaparro & Alfonso Duran Heras & Víctor Gomez Frias, 2009. "Business Process Modelling as a synchronisation tool: improving client-provider communication in a context of service outsourcing," International Journal of Information Technology and Management, Inderscience Enterprises Ltd, vol. 8(4), pages 412-428.
  • Handle: RePEc:ids:ijitma:v:8:y:2009:i:4:p:412-428

    Download full text from publisher

    File URL:
    Download Restriction: Access to full text is restricted to subscribers.

    As the access to this document is restricted, you may want to search for a different version of it.


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijitma:v:8:y:2009:i:4:p:412-428. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Carmel O'Grady). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.