Challenges and Opportunities of Business Process Outsourcing in India

UNCG Author/Contributor (non-UNCG co-authors, if there are any, appear on document)
Nikhil Mehta, Assistant Professor (Creator)
The University of North Carolina at Greensboro (UNCG )
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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 organization-related challenges as the most critical issues. SWOT (Strengths, Weaknesses, Opportunities, 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.

Additional Information

Journal of Labor Research, 27(3), 291-304
Language: English
Date: 2006
Business Process Outsourcing, Core Competency, Relational View, Middle Management, Primary Data Analysis

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