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To examine the development of research into the relationship between business process outsourcing (BPO) and innovation, a bibliometric methodology utilizing quantitative analytical methodologies was used. With the aid of a visualization analysis of scientific publications, this study also assessed the state of BPO and innovation practices.

Using the Web of Science database, articles on BPO and innovation that published between 1992 and 2022 were retrieved. Records that had been extracted were examined in terms of publication year, nation, journal, subject area, authors and affiliations with organizations. The research on acupuncture for pain relief was visualized using the VOSviewer application.

An analysis of 219 original and review papers found that during the past 30 years, the overall number of publications has fluctuated constantly. The London University, the Copenhagen Business School and the London School of Economics were the institutions that produced the most articles in this topic. The three main categories of research that emerged from a network analysis based on the co-occurrence of keywords are innovation, outsourcing and performance.

A BP-innovation model must be created, and BPO must go beyond operational duties to incorporate management-wide shared strategic decisions in order to ensure improved performance of the firms. BPO enables a company's management to share knowledge and expertise about the strategic difficulties of outsourcing. A variety of technological and non-technological resources must also be considered when integrating an information technology (IT) infrastructure into BPO decisions in order to achieve greater performance.

Validity of the paper can be justified by it contribution to the existing knowledge. First, linking BPO and innovation – by integrating the arguments of various academics, the study unifies the disparate components and contentious discussions in the relationship between BPO and innovation. Second, this study highlights a research trend, significant studies, relevant terms and concepts in the real world. Third, the study provides future researchers with a tip for statistically analyzing BPO, particularly in light of innovation.

Outsourcing-based performance practices establish goals for supplier performance and compensation. The management of contracts based on performance is complex as is the alignment of long-term relationship and indicators. The purpose of this research is to analyse the practices that contracting companies utilise to manage outsourcing contracts with performance-based compensation.

Multiple case studies were conducted with five contracting companies. Nine performance-based outsourcing contracts were analysed.

The selection and evaluation processes have been neglected by the buyers associated with contracts that are over ten years old. The process of transferring activities relied on the knowledge of employees. Management practices based on indicators and the adoption of results-based compensation are commonplace in a number of contracts and are consistent with theory.

This paper identifies management practices that differ between what is expected from the theoretical framework and what is observed in the actual examined contracts. Opportunities for improvement have been identified mainly in the areas of supplier selection and activity transfer; the use of pilot tests and the reengineering of the outsourced processes are suggested.

Nowadays, outsourcing has proved to be an enterprise management strategy in the face of globalization and growing competition. The decision to outsource a business process for any organization has far‐reaching consequences and risks. The purpose of this paper is to analyse the impact of business process management (BPM) and knowledge management (KM) on reduction of outsourcing risks and pitfalls.

Outsourcing models and frameworks are reviewed to find the main risks in outsourcing. One of the most important groups of risks is emergent KM issues arising from widespread outsourcing. A strategic KM approach can reduce this risk. Communication and coordination difficulties between outsourcing partners is another group of risks that could be decreased by using the BPM approach in organizations. Then the contribution of a business process outsourcing (BPO) framework based on BPM and KM lifecycles is tested.

The paper finds that BPM and KM could reduce risks of outsourcing and enable a BPO lifecycle.

A contemporary case of IEI Company's outsourcing practices with one of its subsidiaries, Irancell, is discussed as an illustrative example.

The paper demystifies BPM and KM could enable BPO via coordinating BPM, KM, and BPO lifecycles.

The purpose of this paper is to investigate trends in the dimensions of low, medium, and high knowledge management (KM) capability of business process outsourcing (BPO) firms. It also explores the trends in BPO performance with different levels of KM capabilities of BPO firms. Moreover, the study determines how firm characteristics, such as size, age, industry, and outsourcing age, affect KM capability.

A survey was employed to collect data on managers from 605 firms. K-means cluster analysis was performed on the aggregate measures of the four KM capability dimensions and BPO performance to reveal trends. Subsequently, MANOVA was used to evaluate the effects of four firm characteristics on KM capability, and individual ANOVA tests were performed to examine the specific differences among the four dimensions.

Among the four dimensions of KM capability, knowledge application is the most significant. Knowledge protection is the second highest in terms of expressing the profile for low KM capability firms, but the lowest among the four dimensions of KM capability for medium and high KM capability firms. Each dimension of KM capability affects BPO performance positively. Firm size, age, industry, and outsourcing age differentially affect the dimensions of KM capability.

This study presents a theoretical model of firm characteristics, KM capability, and BPO performance. Through the model, ideas are offered: firms with high KM capability significantly differ from those with low and medium KM capabilities; different firms exhibit different KM capabilities; developing knowledge application capability should be the priority in managing BPO; and improving KM capability is an effective means to enhance BPO performance.

The purpose of this paper was to show that the generalised viscosity model can correctly characterise suspension data over both a wide range of concentration as well as a wide range of temperature. A second objective of this study was to show theoretically and experimentally how the interaction coefficient from the generalised viscosity model also appears to have some thermodynamic properties.

In this study, many well‐known suspension equations were shown mathematically to be subsets of the generalised viscosity equation. The generalised viscosity equation was also found to be able to be reduced mathematically to two well‐known dilute solution equations (Huggins and Kramer's equations) as well. The relationship between Huggins and Kramer's constants and the interaction coefficient from the generalised viscosity equation yielded the potential to evaluate the solubility characteristics of the interaction coefficient. The value of the interaction coefficient was then found to be able to be evaluated as a function of temperature to enhance an understanding of the thermodynamic characteristics of the interaction coefficient using the data of Bueche.

In this study, a polymer plasticiser system involving polymethyl methacrylate in the plasticiser diethyl phthalate yielded an interaction coefficient, σ, primarily in the expected plasticiser range from 0< σ<1. It was also found that the generalised viscosity equation fit Bueche's polymer plasticiser data remarkably well over the whole concentration range for temperatures ranging from 30°C to 140°C. This study also appeared to show that the interaction coefficient from the generalised viscosity model can apparently characterise thermal transitions as well as thermodynamic solubility for a polymer solute (i.e. polymethyl methacrylate) when viscosity is evaluated over a wide temperature range. This result was particularly significant since Bueche's data covered 25 decades of viscosity on a log scale.

This is the first paper to successfully explore the thermodynamic characteristics of the interaction coefficient of the generalised viscosity equation. This opens up new avenues for evaluating the solubility and thermodynamic characteristics of various additives in solutions and polymeric formulations.

There is wide acknowledgment that training people from all levels of an organization in process management activities and “process thinking” is a major contributor to the success or failure, and sustainability of business process management (BPM). BPM training is provided in almost all BPM initiatives and involves the investment of valuable financial, human, information and other resources. However, little research has focused on this area. As a result, there is a lack of guidance for organizations in conducting value adding BPM training. The purpose of this paper is to consolidate the current published knowledge on BPM training in the form of a descriptive literature review to paint a picture of the existing work, identify gaps and propose a program of work for the future.

A structured descriptive literature review was conducted to understand the current status of literature on training in the domain of BPM. Of an initial search of 90 publications, 64 publications, published between 1994 and 2015, were filtered and reviewed based on their relevance to answer the research question: What has BPM literature mentioned of training people for BPM? This study proposes a research agenda based on this. A grounded theory coding approach was employed, where NVivo 10 was used as a tool to support the analysis.

A total of 234 codes (representing emerging themes) were inductively identified from the data. These codes were further analyzed, resulting in eight core themes pertaining to training in the BPM context.

The paper presents a vivid descriptive overview of the current status of research in BPM training identifying gaps in the literature and presents a research agenda which supports a call for action.

The paper is the first known of its kind to compile the status of literature focused on BPM training and recommend a research agenda based on such.

The purpose of this paper was to consider 52 conceptual frameworks identified during a systematic literature review with the aim of providing insights into various aspects of outsourcing relationships. Many authors propose these frameworks to contribute to our understanding of how outsourcing relationships are conceived, operate and evolve. A meta-analysis of these frameworks was completed.

The approach consisted of five stages: a systematic, but focused literature review to identify relevant frameworks; a study of the selected frameworks to enable the design of a typology of framework styles, so that frameworks adopting similar styles can be compared and analysed; grouping of the frameworks into families addressing different aspects of relationships as they form, operate and evolve; using the types (from the typology) within these family groups to facilitate a meta-analysis of each group by identifying common or contrasting themes; and deriving overall observations and identifying the most robust frameworks in each group.

Nine framework types are identified and named as nominal categorisation, matrix, pyramid, dependency, interaction, flowchart, two-dimensional progression, life cycle and stepped. Five logical family groups were identified addressing how relationships form, operate and evolve. These groups cover the scope of outsourcing relationship, the relationship governance, the climate of the relationship, relationship tactics and relationship evolution. Common themes were identified, and overall observations were drawn. Recommendations are also provided on the frameworks which were assessed as being most robust and likely to be of most use to practitioners and researchers.

The study considered a representative sample of frameworks identified during a systematic review of literature relating to outsourcing relationships. However, it cannot be considered fully comprehensive, and frameworks from other sources also exist.

Outsourcing success depends on the establishment and management of a constructive relationship between the client and supplier. Frameworks assist understanding of this important aspect of outsourcing.

This paper provides a reference point for scholars and practitioners who are interested in outsourcing relationships and may value the sources identified and the summaries, comparisons and recommendations provided.

The decision to operate BPO-IT organisational model by a business process outsourcing (BPO) service provider has far reaching benefits. The purpose of this paper is to develop a service provider’s BPO-IT framework that provides in-house IT function (software) required to process client services.

The multi-case study adopted an exploratory sequential mixed method research approach. In the first instance, seven BPO service provider organisations were investigated in the qualitative phase and 156 in the quantitative phase, respectively.

The adoption of the developed framework indicates that it could reduce failures in BPO relationships through reduced turnaround time in processing client services, improved quality of service, reduced cost, improved client and provider’s competitiveness, and confidentiality of client operations. Outsourcing clients could lay the foundation for a successful relationship by adopting a selection process that could choose the right provider.

The paper reveals BPO-IT organisation’s operation towards in-house provision of software required to process client services. A research exploring BPO service providers from a top outsourcing destination like India could provide offshore outsourcing clients the information to move towards onshore outsourcing.

As emphasised by the theory of knowledge-based view, knowledge constitutes the basic element for a firm’s competitive advantage. Consequently, a firm’s knowledge at risk could have an adverse effect on its performance. In this regard, this paper aims to investigate potential knowledge risks present in an (ICT)-supported collaborative project and establishes inter- and multi-relationships among these risks.

In this paper, an integrated approach using the total interpretive structural modelling (TISM) technique and MICMAC analysis is implemented to determine the hierarchical inter-relationships among knowledge risks and classify them according to their driving and dependence power.

The result reveals seven knowledge risks. The analysis establishes cybercrime and espionage as high drivers of knowledge risks in an ICT-supported collaborative project. Further, a comprehensive model is developed showing the hierarchical structure and multi- and inter-relationships among the analysed risks.

From a practical viewpoint, the proposed model in this study will be of great importance to practitioners because it highlights the most prominent knowledge risks in an ICT-supported collaborative project. Additionally, it will provide a clue for effective knowledge risk management in a systematic approach.

To the best of the author’s knowledge, this is one of the first studies to use both the TISM technique and MICMAC analysis to identify and classify knowledge risks in an ICT-supported collaborative project.