Challenges and opportunities of business process outsourcing in India |
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Authors: | Anju Mehta Achilles Armenakis Nikhil Mehta Feruzan Irani |
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Institution: | (1) Auburn University, 36849 Auburn, AL |
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Abstract: | We identify managerial challenges and opportunities faced by business process outsourcing (BPO) firms in India by interviewing
28 executives in lower (n = 10), middle (n = 11), and upper management (n = 7) in 15 BPO firms. Content analysis of the responses
revealed human resources and organizationrelated challenges as the most critical issues. SWOT (Strengths, Weaknesses, Opportu-nities,
Threats) analysis uncovered future opportunities, e.g., Knowledge Process Outsourcing. Secondary data, from four global research
agencies and a national trade association, supported our findings. Organizational changes to address challenges and to exploit
opportunities are explored. |
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Keywords: | |
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