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The domestic turn: business processing outsourcing and the growing automation of Kenyan organisations

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  • Mann, Laura
  • Graham, Mark

Abstract

After observing the growth of the Indian and Filipino Business Process Outsourcing (BPO) sectors, Kenyan policy-makers and managers made substantial investments in international internet infrastructure and BPO marketing campaigns. While observers continue to discuss the sector in terms of its international work opportunities, in recent years the sector has increasingly focused on contracts sourced from Kenyan and other East African clients. The government has also refocused efforts on attracting international BPO companies. This domestic turn signals both the difficulties of gaining access to overseas work due to the power of incumbents and the increasing use of the internet and ICT-enabled automation within Kenyan organisations. In effect, better connectivity has enabled a two-way globalisation of services: Kenyan BPO companies can access international work opportunities but connectivity has also contributed to the inflow of international business practices into Kenya. The conclusion examines what these shifts might entail for the sector and its workers in future.

Suggested Citation

  • Mann, Laura & Graham, Mark, 2016. "The domestic turn: business processing outsourcing and the growing automation of Kenyan organisations," LSE Research Online Documents on Economics 85048, London School of Economics and Political Science, LSE Library.
    • Handle: RePEc:ehl:lserod:85048
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    File URL: http://eprints.lse.ac.uk/85048/
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    References listed on IDEAS

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    1. Kuldeep Kumar & Paul C van Fenema & Mary Ann von Glinow, 2009. "Offshoring and the global distribution of work: Implications for task interdependence theory and practice," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 40(4), pages 642-667, May.
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    5. David L. Levy, 2005. "Offshoring in the New Global Political Economy," Journal of Management Studies, Wiley Blackwell, vol. 42(3), pages 685-693, May.
    6. Milberg,William & Winkler,Deborah, 2013. "Outsourcing Economics," Cambridge Books, Cambridge University Press, number 9781107026995, September.
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    8. Catherine Durnell Cramton, 2001. "The Mutual Knowledge Problem and Its Consequences for Dispersed Collaboration," Organization Science, INFORMS, vol. 12(3), pages 346-371, June.
    Full references (including those not matched with items on IDEAS)

    Citations

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    Cited by:

    1. DILI Ramces & BUNCAD Yve Joerella & PEREZ Yveth Jasmin, 2022. "Bpo Industry In Achieving Socio-Economic Development Inclusiveness And Local Governance In The Philippines," Management of Sustainable Development, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 14(2), pages 22-26, December.
    2. Kleibert, Jana M. & Mann, Laura, 2020. "Capturing Value amidst Constant Global Restructuring? Information-Technology-Enabled Services in India, the Philippines and Kenya," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 32(4), pages 1057-1079.
    3. Mann, Laura & Kleibert, Jana Maria, 2020. "Capturing value amidst constant global restructuring? Information technology enabled services in India, the Philippines and Kenya," LSE Research Online Documents on Economics 103356, London School of Economics and Political Science, LSE Library.
    4. Melia, Elvis, 2020. "African jobs in the digital era: Export options with a focus on online labour," IDOS Discussion Papers 3/2020, German Institute of Development and Sustainability (IDOS).
    5. Jana M. Kleibert & Laura Mann, 0. "Capturing Value amidst Constant Global Restructuring? Information-Technology-Enabled Services in India, the Philippines and Kenya," The European Journal of Development Research, Palgrave Macmillan;European Association of Development Research and Training Institutes (EADI), vol. 0, pages 1-23.
    6. Manning, Stephan, 2022. "From mainstream to niche: How value regimes shift in emerging economy upgrading," Research Policy, Elsevier, vol. 51(6).
    7. Jana M. Kleibert & Laura Mann, 2020. "Capturing Value amidst Constant Global Restructuring? Information-Technology-Enabled Services in India, the Philippines and Kenya," The European Journal of Development Research, Palgrave Macmillan;European Association of Development Research and Training Institutes (EADI), vol. 32(4), pages 1057-1079, September.
    8. Keijser, Charlotte & Belderbos, René & Goedhuys, Micheline, 2021. "Governance and learning in global, regional, and local value chains: The IT enabled services industry in South Africa," World Development, Elsevier, vol. 141(C).
    9. Ayomikun Idowu & Amany Elbanna, 2022. "Digital Platforms of Work and the Crafting of Career Path: The Crowdworkers’ Perspective," Information Systems Frontiers, Springer, vol. 24(2), pages 441-457, April.
    10. Dianah Ngui Muchai & Peter Kimuyu, 2017. "Prospects for information and communications technology-enabled services in Kenya: The case of the mobile money transfer industry," WIDER Working Paper Series wp-2017-86, World Institute for Development Economic Research (UNU-WIDER).
    11. Laura Mann, 2018. "Left to Other Peoples’ Devices? A Political Economy Perspective on the Big Data Revolution in Development," Development and Change, International Institute of Social Studies, vol. 49(1), pages 3-36, January.

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    More about this item

    Keywords

    RES-167- 25-0701; ES/I033777/1;

    JEL classification:

    • R14 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General Regional Economics - - - Land Use Patterns
    • J01 - Labor and Demographic Economics - - General - - - Labor Economics: General

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