Business process outsourcing adoption among the selected Malaysian government linked companies: motivation, barriers and drivers of outsourcing
Business Process Outsourcing (BPO) has become an essential business strategic alternative to face competitive business environment as a result of rapid changes in technology. Despite many evidences on the advantages of implementing BPO, there are firms which were not able to benefit from BPO due to...
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| Main Authors: | , |
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| Format: | Conference or Workshop Item |
| Published: |
2008
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| Subjects: | |
| Online Access: | http://eprints.uthm.edu.my/2318/ http://eprints.uthm.edu.my/2318/1/BUSINESS_PROCESS_OUTSOURCING_ADOPTION_AMONG_THE_SELECTED_MALAYSIAN_GOVERNMENT_LINKED_COMPANIES_%2D_.pdf |
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| Summary: | Business Process Outsourcing (BPO) has become an essential business strategic alternative to face
competitive business environment as a result of rapid changes in technology. Despite many evidences on
the advantages of implementing BPO, there are firms which were not able to benefit from BPO due to
failure to recognize the key success factors in implementing BPO. The study was to investigate the key
success factors in implementing BPO from the perspective of the managers and decision makers of State
Owned Enterprises (SOEs). A total of 38 managers or decision makers were responding to the study. They
were from three main functions which have been classified as the back office functions namely the
managers or head or Human Resources, Finance and Customer Services. The study has found that majority
of the SOEs managers recognized the mutual trust between provider and client as the most important
critical success factor for BPO implementation in the organization. Clear understanding the service level
agreement and good track record of provider were also identified as the importance critical success factors
of BPO implementation. |
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