Process‐oriented taxonomy of BPOs: an exploratory study

Abstract

Purpose

This paper sets out to classify business process outsourcing (BPO), linking it to service level agreement (SLA) design needs.

Design/methodology/approach

The paper develops a framework based on prior literature to classify BPOs and illustrates it with field research of Indian vendors.

Findings

The paper identifies criticality and complexity as the dimensions of classification and explicates the role of SLAs along these dimensions.

Research limitations/implications

This is an exploratory research involving four vendors. A larger study is needed to strengthen/enrich the proposed framework, and make the findings more conclusive.

Practical implications

The taxonomy aids BPO industry practitioners in understanding the characteristics of different processes and the control issues arising therein. It also helps analysts to make more qualified generalizations within the BPO industry.

Originality/value

The paper addresses a dearth of literature on BPOs, especially from a vendor perspective. The taxonomy serves to position future work in this fast‐growing field of research.

Citation

Niranjan, T.T., Saxena, K.B.C. and Bharadwaj, S.S. (2007), "Process‐oriented taxonomy of BPOs: an exploratory study", Business Process Management Journal, Vol. 13 No. 4, pp. 588-606. https://doi.org/10.1108/14637150710763595