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Title: Exploring Service Providersí Competences in Business Process Outsourcing for Delivering Successful Outcome: An Exploratory Study
Authors: Kul Bhushan C Saxena - -, Sangeeta Shah Bharadwaj - -
Issue/Year: Jul-2010
Section: Research
Abstract: The authors have undertaken a study of service providers operating in India to explore what competences they have developed for successfully delivering the outcome. This research explores two competences of service providers -- business process management competence and relationship management competence. The study also identifies the fundamental competences required to strengthen the above two competences as human resource management competence, information technology management competence, and outsourcing management competence. It further explores whether the service provider can, with the help of these competences, deliver the intended business process outsourcing outcome. Thus the study concludes that the business process management competence and relationship management competence will definitely help the service providers to deliver the BPO outcome.
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