Offshore BPO at large captive operations in India
Purpose: The purpose of this paper is to contribute towards development of a managementframework for offshore business process outsourcing (BPO). Design/methodology/approach: This paper utilises longitudinal case studies to identify successfactors in managing offshore BPO via the captive model (i.e....
| Main Authors: | , , |
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| Format: | Journal Article |
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Emerald Group Publishing Limited
2009
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| Online Access: | http://www.emeraldinsight.com/0959-3845.htm http://hdl.handle.net/20.500.11937/35629 |
| _version_ | 1848754547614285824 |
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| author | Penter, Kevan Pervan, Graham Wreford, John |
| author_facet | Penter, Kevan Pervan, Graham Wreford, John |
| author_sort | Penter, Kevan |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Purpose: The purpose of this paper is to contribute towards development of a managementframework for offshore business process outsourcing (BPO). Design/methodology/approach: This paper utilises longitudinal case studies to identify successfactors in managing offshore BPO via the captive model (i.e. wholly-owned subsidiary). Findings: Success in offshore BPO is based on a combination of cost savings, technical servicequality and strategic issues, is specific to business context and will change over time. Choice ofengagement model (e.g. captive operation or arms-length contracting) is an important success factor. Advantages of captive centers arise from higher levels of relationship quality, trust and collaborationeffectiveness. Research limitations/implications: This paper focuses on two global companies in two industrysectors (airlines and telecommunications), and both have adopted one particular BPO model (i.e.captive operation). Originality/value: The paper contributes to scarce literature on offshore captive BPO operations,the most common but also least researched engagement model. The findings have practicalimplications for managers designing offshore BPO strategy. |
| first_indexed | 2025-11-14T08:42:09Z |
| format | Journal Article |
| id | curtin-20.500.11937-35629 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T08:42:09Z |
| publishDate | 2009 |
| publisher | Emerald Group Publishing Limited |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-356292017-01-30T13:50:45Z Offshore BPO at large captive operations in India Penter, Kevan Pervan, Graham Wreford, John Outsourcing Globalization Business process re-engineering India Paper type Research paper Purpose: The purpose of this paper is to contribute towards development of a managementframework for offshore business process outsourcing (BPO). Design/methodology/approach: This paper utilises longitudinal case studies to identify successfactors in managing offshore BPO via the captive model (i.e. wholly-owned subsidiary). Findings: Success in offshore BPO is based on a combination of cost savings, technical servicequality and strategic issues, is specific to business context and will change over time. Choice ofengagement model (e.g. captive operation or arms-length contracting) is an important success factor. Advantages of captive centers arise from higher levels of relationship quality, trust and collaborationeffectiveness. Research limitations/implications: This paper focuses on two global companies in two industrysectors (airlines and telecommunications), and both have adopted one particular BPO model (i.e.captive operation). Originality/value: The paper contributes to scarce literature on offshore captive BPO operations,the most common but also least researched engagement model. The findings have practicalimplications for managers designing offshore BPO strategy. 2009 Journal Article http://hdl.handle.net/20.500.11937/35629 http://www.emeraldinsight.com/0959-3845.htm Emerald Group Publishing Limited fulltext |
| spellingShingle | Outsourcing Globalization Business process re-engineering India Paper type Research paper Penter, Kevan Pervan, Graham Wreford, John Offshore BPO at large captive operations in India |
| title | Offshore BPO at large captive operations in India |
| title_full | Offshore BPO at large captive operations in India |
| title_fullStr | Offshore BPO at large captive operations in India |
| title_full_unstemmed | Offshore BPO at large captive operations in India |
| title_short | Offshore BPO at large captive operations in India |
| title_sort | offshore bpo at large captive operations in india |
| topic | Outsourcing Globalization Business process re-engineering India Paper type Research paper |
| url | http://www.emeraldinsight.com/0959-3845.htm http://hdl.handle.net/20.500.11937/35629 |