Business process outsourcing adoption among the selected Malaysian government linked companies: motivation, barriers and drivers of outsourcing

Ramin, Ahmad Kaseri and Ahmad, Abd Rahman (2008) Business process outsourcing adoption among the selected Malaysian government linked companies: motivation, barriers and drivers of outsourcing. In: Asia Pacific Conference on Management of Technology and Technology Entrepreneurship, 29 - 30 October 2008, Melaka.

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Abstract

Business Process Outsourcing (BPO) has become an essential business strategic alternative to face competitive business environment as a result of rapid changes in technology. Despite many evidences on the advantages of implementing BPO, there are firms which were not able to benefit from BPO due to failure to recognize the key success factors in implementing BPO. The study was to investigate the key success factors in implementing BPO from the perspective of the managers and decision makers of State Owned Enterprises (SOEs). A total of 38 managers or decision makers were responding to the study. They were from three main functions which have been classified as the back office functions namely the managers or head or Human Resources, Finance and Customer Services. The study has found that majority of the SOEs managers recognized the mutual trust between provider and client as the most important critical success factor for BPO implementation in the organization. Clear understanding the service level agreement and good track record of provider were also identified as the importance critical success factors of BPO implementation.

Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:strategic management; outsourcing; business process outsourcing; business process reengineering
Subjects:H Social Sciences > HF Commerce > HF5001-6182 Business
Divisions:Faculty of Technology Management, Business and Entrepreneurship > Department of Management and Technology
ID Code:2318
Deposited By:Mrs Hasliza Hamdan
Deposited On:03 Feb 2012 11:00
Last Modified:03 Feb 2012 11:00

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