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Business process outsourcing adoption: an exploratory study among the Malaysian government-linked companies

Ramin, Ahmad Kaseri and Wan Yusoff, Wan Fauziah Business process outsourcing adoption: an exploratory study among the Malaysian government-linked companies. In: International Conference on Technology management 2006 (ICTM 2006), 4-5 December 2006, Putrajaya.


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Business Process Outsourcing (BPO) has become an essential business strategic alternative to face competitive business environment as a results of increasing demands for consumer satisfactions and substitutes products and services in tandem with the rapid changes in technology and globalization. However many firms are reluctant or slow in adopting BPO despite many evidences on the advantages of implementing BPO. The study was to investigate BPO awareness among the managers and decision makers of Government Linked Companies (GLCs) which lead to assessing the level of BPO adoption within their organization. The study was also to unearth the primary drivers and barriers to consider in implementing BPO in their organization. A total of 38 managers or decision makers were responding to the study. Those managers were from three main functions which have been classified as the support and back end processes namely the managers or head or Human Resources, Finance and Customer Services. The study has found that majority of the GLCs managers were aware and believe that BPO will become more prevalent in the future years. Cost saving and focus on core competency were the primary drivers and motivations to adopt BPO, whilst the cultural resistance to change was the main barrier to implement BPO.

Item Type: Conference or Workshop Item (Paper)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD2321-4731 Industry
Divisions: Faculty of Technology Management and Business > Department of Technology Management
Depositing User: Normajihan Abd. Rahman
Date Deposited: 08 Nov 2012 04:14
Last Modified: 08 Nov 2012 04:14
URI: http://eprints.uthm.edu.my/id/eprint/2767
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