Journal of Management Research
Volume 8, Number 1 ( April 2008)
ISSN: 0972-5814 Online ISSN: 0974-455X
Control of Business Process Outsourcing Relationships
Aparna Daityari, A K Saini and Romit Gupta
| Abstract |
The better service levels and cost-savings have made business process outsourcing (BPO) one of the
fastest-growing business practices. The greatest challenge of BPO is of ‘control’. Managers are
accustomed to having direct control over the resources to deliver the results for which they are
accountable. With BPO, these controls are in the hands of the provider. How the control issue is handled can mean the difference between adequate results and high performing outsourcing that delivers beyond expectations. This paper explores ‘how’ control modes are implemented during business process outsourcing relationships and investigates ‘why’ stakeholders implement particular combinations of control modes.
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