aalto1 untyped-item.component.html
Governance in business process outsourcing: Case study on call center outsourcing
Loading...
URL
Journal Title
Journal ISSN
Volume Title
School of Economics |
Master's thesis
Unless otherwise stated, all rights belong to the author. You may download, display and print this publication for Your own personal use. Commercial use is prohibited.
Authors
Date
Major/Subject
Mcode
Degree programme
Language
en
Pages
93
Series
Abstract
RESEARCH OBJECTIVES
The main research question in this study is: what factors influence the governance of business process outsourcing? This study focuses on how to evaluate service provider capabilities in different service types and how to utilize this information in outsourcing vendor selection and governance. Theoretical basis for the study is built by reviewing latest theories on the subject. Using this theoretical basis, a framework for evaluation of service providers is built.
RESEARCH SAMPLE
For the theoretical review, most recent theories on governance of business process outsourcing were examined. The empirical research section consists of a case study on a business process outsourcing case.
RESEARCH METHODOLOGY
In this thesis, a qualitative research method was utilized. The data gathered for the case study consists of interviews as well as additional written material. Interviews were conducted with two methodologies: semi-structured interviews and thematic interviews.
MAIN FINDINGS
In the analyzed business case, several influencing factors on governance were found. These factors are present in all phases of an outsourcing venture, in the evaluation phase, the contract forming phase and the operational phase of the relationship. Successful governance also depends on correctly matching the expected levels of partnership between the client and the vendor.