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

Author

Listed:
  • Teresa Sánchez Chaparro

    (ANECA - Agencia Nacional de Evaluación de la Calidad y Acreditación (ANECA) - Agencia Nacional de Evaluación de la Calidad y Acreditación)

  • Alfonso Duran Heras

    (Administración de Empresas - UC3M - Universidad Carlos III de Madrid [Madrid])

  • Victor Gomez Frias

    (CRG - Centre de recherche en gestion - X - École polytechnique - CNRS - Centre National de la Recherche Scientifique)

Abstract

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 Sánchez Chaparro & Alfonso Duran Heras & Victor Gomez Frias, 2009. "Business Process Modelling as a synchronisation tool: improving client-provider communication in a context of service outsourcing," Post-Print hal-00406420, HAL.
    • Handle: RePEc:hal:journl:hal-00406420
    as

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