For a quick glance at some of the successes companies have achieved in various industries using lean, lean six sigma and bpm methods and technolgies select the industry below or select all to view the entire library. A case study of success factors in outsourcing partnership. Broadridge and first data for servicing and businessprocess outsourcing. Mobile and ios application outsourcing to start with, future processing formed a small team responsible for the development of a simple ios application.
Business process outsourcing bpo is the practice of contracting a specific work process or processes to an external service provider. A formerly highflying, enviably profitable surgical products division of a major health care company. In this white paper we discuss this new paradigm, highlighting how organizations across industry and functional silos can more effectively lash together the collective strengths of global talent, standardized processes and the latest technology to deliver continuous business impact. Introduction to business process outsourcing bpo refers to processes many large companies have been outsourcing noncore activities like, for years 1 housekeeping 2 security 3 maintenance of it the business process outsourcing is a general used todescribe the outsourcing of non critical core businessfunctions of an organization to external.
This book provides a stepbystep approach to understanding the application of business process outsourcing, assessing the bpo opportunity in the company, and then managing the transition to bpo. An introduction to frameworks of consulting case study training before we look at individual cases, it is important to begin by looking at analysis frameworks that commonly can be used to address case study questions. Learn about their nature of outsourcing, benefits, and value. Risks and benefits of business process outsourcing. Inquires that problems were in restoring internet connection which has somehow been disrupted or for virus cleaning. Studies regarding the topic are presented and some practical examples are given. The value proposition for impact sourcing is strong. A case study of success factors in outsourcing partnership formation and management marianne kinnula m. Pdf format, to the canon processing center for data conversion and entry into the ap. Contents listoftables7 listoffigures8 1 introduction9 1. It is no wonder that many theories have been utilized to help. Development of a business process outsourcing industry in.
The data gathered for the case study consists of interviews as well as additional written material. The primary purpose of this chapter is to present descriptive reallife case studies of different offshoreoutsourced custom software development projects that the author has actually worked for. There has been lack of established consensus on the actual end effect of outsourcing. Canon business process services has been named a global outsourcing 100 leader by iaop for the past eleven years and recognized in the gartner magic quadrant. Their main role is now to develop mobile applications for various branches of the norwegian it market. Business process management and outsourcing international.
Business process outsourcing bpo, a shared future together darling, do you want to marry me. Business process improvement case study process reengineering. Business process outsourcing bpo industry inindiais witnessing a decline in attrition rates due to therecession. The growth of this sector has not only helped to improve our current account balance, but also generated income and employment.
This case study illustrates how gagnon associates used its business process improvement capability to optimize a clients newproduct development process. Outsourcing partnership case the outsourcing partnership case of this study concerns software product business outsourcing between two big more than 10 000 employees finnish companies. There is scanty information pointing to the manner in which outsourcing is approached, including its contribution to. Mitja ruzzier this paper investigates key success factors in logistics outsourcing. Strategies for business process outsourcing 20 strategies. New bank strategies require new operating models bain. Problems and prospects of business process outsourcing.
A case study on pakistans out bound call centers rizwan raheem ahmed1, safdar hussain javed2. Business case components process q describe the process undertaken q indicate parties involved. This thesis deals with business process outsourcing, a significant and current business. Complementary document services open up new opportunities for.
A model is used to illustrate outsourcing relationships and then applied to three examples from the logistics sector. Case topics represented on the list vary widely, but a number are drawn from the case teams focus on healthcare, asset management, and sustainability. Business process outsourcing bpo toronto hong kong june 12, 2004. Case study complementary document services open up new opportunities for leader in business process outsourcing to drive relationship management.
A physical facility or center where outsourcing tasks are completed. In highly developed countries, things are better defined, and outsourcing, in some cases, is considered a natural and necessary process in improving the situation of the. Research methodology in this thesis, a qualitative research method was utilized. This podcast makes the case for outsourcing it services as a costeffective way to enhance business processes and develop future strategies. The growth rates of the indian bpoites industry have been 59%, 45. Canon business process services, a wholly owned subsidiary of canon u. The third chapter includes the case study where a practical business life example of business process outsourcing and shared service activities of the deloitte s2g. Sara cullen, senior consultant, cutter consortium before you invest heavily in an outsourcing initiative, you must make sure there is a compelling rationale based on sound economic analysis. In traditional bpo, outsourcing the recruitment must be done case by case, since requirements will change according to seniority and so on.
Basics of outsourcing and offshoring business process insourcing and outsourcing the two basic strategies in sourcing business processes are insourcing and outsourcing. Five outsourcing cases we now describe briefly the outsourcing cases that make up the study. Essential guide to business process outsourcing smartsheet. While there any many factors that contribute the validity and acceptance of an outsourcing business case, there are only a few key elements that will speak directly to clevel decision makers. Since the research is conducted at nonmanufacturing departments. Designmethodologyapproach the paper is based on case study analysis of four outsourcing. Some banks are relying on external vendors to perform parts of the process, such as fis, ibm, sap and misys for core banking and product systems. The detailed definition of the scope and business case are key in a bpo. A smarter way to studyshort presentations, real results. A study of transaction services in the german banking industry.
Exploring the value proposition for impact sourcing the buyers perspective. This paper attempts to explore the problems of outsourcing industry with specific focus to out bound call centers and provide a remedial solution to the problem by which this sector can play an effective role in the it industry of pakistan and in. The formulation of business process outsourcing strategy has been one of the most debated management trends in the last twenty years. In the outsourcing partnership business transfer over 300 employees were transferred from the customer company to the partner company. May 24, 2011 introduction to business process outsourcing bpo refers to processes many large companies have been outsourcing noncore activities like, for years 1 housekeeping 2 security 3 maintenance of it the business process outsourcing is a general used todescribe the outsourcing of non critical core businessfunctions of an organization to external. Business process outsourcing bpo companies are hiring in smaller numbers and prefer to work with onboard employees to reduce costs. Contents listoftables7 listoffigures8 1 introduction9. Smith school of business and economics, california state. Strategies for business process outsourcing 20 chapter xi strategies for business process outsourcing.
Business process outsourcing or bpo in india has evolved from its early sweatshop image to the status of a strategic differentiator in the global marketplace. Issues, implications was undertaken in order to understand what was meant by outsourcing, its types, the way it functions, its economic implications, the positive and negative issues it faced and its various other aspects. Outsourcingsuccess or failure findings from five case. Detailed case studies werecarried out o nbusiness process outsourcing companies and their clients in eight countries. This paper looks at this itenabled service ites based industry. Problems and prospects of business process outsourcing industry. Embracing robotic automation during the evolution of finance. That is not to say that rpa adoption is without its challenges. Based on an indepth case study about lloyds london, willcocks et al.
Since the research is conducted at nonmanufacturing. Business process outsourcing bpo is becoming a widely. Pdf the objective of this article is to study the effectiveness of the companypartner relationship when outsourcing business processes in a. Business process outsourcing is the leveraging of technology or specialist process vendors to provide and manage an organizations critical andor noncritical enterprise processes and applications. Genpact has recorded a decline of five percent in attrition to 21 percent in janmar 2009. Pdf the objective of this article is to study the effectiveness of the company partner relationship when outsourcing business processes in a. In romania and in eastern europe, the process of outsourcing is a relatively new phenomenon, which is viewed with skepticism and considered by many to be one full of risks. In the case of failure, the papers will be declined. The services can include payroll, accounting, telemarketing, data recording, social media marketing, customer support, and more. Business process outsourcing has become a multi billion dollar industry globally it has.
Business process outsourcing articles management study guide. Building a business case for outsourcing sourcing analytics. Development of a business process outsourcing industry in kenya. In case of a disaster in a particular region, work can be immediately transferred to another region to. This makes it difficult to arrive at a standard fee for the entire service. Business process outsourcing accounts payable outsourcing. Top 40 most popular case studies of 2017 yale school of. They further found a rising market for bpo when reanalyzing over 350 case studies on outsourcing. Business process outsourcing bpo is becoming the new revolution as companys of all sizes are seeking to take advantage of this source of competitive advantage.
Case iii a customer of british telecom, calling from britain to india. The first case study discusses the practical issues in two fixedtermfixedprice custom software development projects that were offshoreoutsourced. Though business process outsourcing bpo industry is of recent origin in india it has attracted the attentions of entrepreneurs, policy makers and media persons equally due to its phenomenal growth. The case study focuses on a crucial period during which the development of events at the outsourcing vendor resulted in significant and expensive trouble for their clients. Lessons from case studies in india, poland, and canada article pdf available in journal of business case studies 412 july 2011 with 307 reads how we measure. With revenue flattening, david galbenski needed a bold new plan. A case study of satyam computers the prominence of business process outsourcing bpo.
A leading business process outsourcing bpo company for call center customer service was experiencing high demand for resources. Companies are outsourcing whole business processes in addition to corresponding. The extra cost of business process outsourcinga study at volvo cars corporation. The additive nature of impact sourcingwhereby clients have the opportunity to positively impact their internal corporate social responsibility csr agenda and have a greater positive impact on the broader. Nov 11, 2004 each chapter features a case study, insight from a practitioner, focus on how bpo affects people, and ethical considerations. Business process improvement case study process re. Exploring the value proposition for impact sourcing. The case study is about how a professional service firm, deloitte s2g servicios. Learn how finance and accounting outsourcing can help you manage your backoffice allowing you to focus on the core of your business. Discusses both the how and why of business process outsourcing with a straightforward how to approach. A call center case study yiching liou, department of information management, national chinyi university of technology, taichung 411, taiwan, r. An outsourcing business case is the basis on which each gonogo decision will be made.
A case analysis of business process outsourcing project. Five key elements to include in a compelling outsourcing. A formerly highflying, enviably profitable surgical products division of. Competing in the business process outsourcing industry. Theories in the research of the outsourcing process the outsourcing process is a complex structure consisting of numerous activities and subactivities, carrying many managerial dilemmas. Top 40 most popular case studies of 2017 in compiling the list, we gave additional weight to usage outside yale. Business process outsourcing automotive case study. Inquires that problems were in restoring internet connection which has somehow been disrupted or for virus. Aug 24, 2012 case iii a customer of british telecom, calling from britain to india.
Business process outsourcing has resulted in increasing globalization of the world economy and has spawned a shift in the way the united states and europe view the developing countries of the east. Table 1 key activities and issues within the phases of the outsourcing process 3. The canon team began by implementing an intelligent optical character recognition ocr solution to convert one. Study on effects of outsourcing from a user perspective canada, hong kong and a provider perspective india. The outsourcing partnership case of this study concerns software product. Business process outsourcing bpo a shared future together. Success stories of global companies that used outsourcing strategy to save millions of dollars. Alternatively, a laboratory test report is transmitted to india for detailed online transcription analysis of the technical contents of test report. Managerial economicscase study on outsourcing presented by deependu singh rahul ranjan dayal pushpender sharma suman kumar aditi. Case study cayuse technologies 44 case study techno brain. A case study on how o2i has provided bpo services to its client, who is a leading it services organization in the industry. Business process outsourcing has changed the way the world does business.
Find success stories and it outsourcing case studies of redwerks clients from the usa and europe. Background when you specialize in business process outsourcing and your company is known for relationship management, you have to be very selective in choosing your own outsourcing providers. Performance measurement in business process outsourcing decisions. Each case presentation contains brief background information about the company and discus sions about the outsourcing, a few words about the proc ess, and finally something about the outsourced units. We help clients improve operational performance while reducing cost and risk. Increasingly, organisations rely on external service providers for isit services. A case study of satyam computers the prominence of business process outsourcing bpo continues to intensify in todays hypercompetitive marketplace. In recent years, outsourcing of information services has become a pervasive phenomenon. Reallife case studies of offshore outsourced is projects. Case study business process outsourcing minaya learning. The empirical research section consists of a case study on a business process outsourcing case. The objective of this article is to study the effectiveness of the companypartner relationship when outsourcing business processes in a large aerospace.
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