A Study of Performance Model for Business Process Outsourcing in Services Businesses and Its Importance

Book excerpt: Increase competition, rapid change, reduced resources and mounting expectation, have all combined in such a way that organization are being expected to achieve more with less. In recent times, global corporations have launched large initiatives to leverage the global delivery of Business Process Operations to capture the advantages of cost, time and quality not just in IT but also in other core areas such as HR and finance. As the organization around the world strives to achieve optimum cost, minimum time, improve quality of their processes while managing their bottomlines, BPO has become the new imperative. Exporting of white-collar jobs is definitely, not an easy task to manage. Though managing end to end solution is business requirement, but to meet out the stated objectives in same length and breath, one of the key aspect in outsourcing still requires a lot of research input i.e. performance measurement. Performance of any organization is one of the mechanisms to gain people's commitment towards achieving the stated aims of the organization. The proposed performance model helps the organizations to measure the effectiveness of process outsourced and helps in identifying the parameters that are important to the business. This model also helps in studying the importance of performance parameters in changing global business system includes: Essential factors in business process outsourcing; Factors relevant to the organizational performance; How better firm can exploit the outsourcing concepts and practices; Local parameters Vs global parameters in business process outsourcing.