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Challenges and Opportunities of Business Process Outsourcing in India

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  • ANJU MEHTA
  • ACHILLES ARMENAKIS
  • NIKHIL MEHTA
  • FERUZAN IRANI

Abstract

We identify managerial challenges and opportunities faced by business process outsourcing (BPO) firms in India by interviewing 28 executives in lower (n 3 10), middle (n 3 11), and upper management (n 3 7) in 15 BPO firms. Content analysis of the responses revealed human resources- and organization-related challenges as the most critical issues. SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis uncovered future opportunities, e.g., Knowledge Process Outsourcing. Secondary data, from four global research agencies and a national trade association, supported our findings. Organizational changes to address challenges and to exploit opportunities are explored.

Suggested Citation

  • Anju Mehta & Achilles Armenakis & Nikhil Mehta & Feruzan Irani, 2006. "Challenges and Opportunities of Business Process Outsourcing in India," Journal of Labor Research, Transaction Publishers, vol. 27(3), pages 324-338, June.
    • Handle: RePEc:tra:jlabre:v:27:y:2006:i:3:p:324-338
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    Cited by:

    1. Jitendar Kumar Khatri & Bhimaraya Metri, 2016. "SWOT-AHP Approach for Sustainable Manufacturing Strategy Selection: A Case of Indian SME," Global Business Review, International Management Institute, vol. 17(5), pages 1211-1226, October.
    2. Krstić, Bojan & Kahrović, Ernad, 2015. "Business Process Outsourcing As A Tool For Improving Enterprise Efficiency," Ekonomika, Journal for Economic Theory and Practice and Social Issues, Society of Economists Ekonomika, Nis, Serbia, vol. 61(3), pages 1-12, September.
    3. Lahiri, Somnath & Kedia, Ben L., 2009. "The effects of internal resources and partnership quality on firm performance: An examination of Indian BPO providers," Journal of International Management, Elsevier, vol. 15(2), pages 209-224, June.
    4. Dowlah Caf, 2012. "Mode 4 of WTO's General Agreement on Trade in Services: Can it spur Cross-Border Labor Mobility from Developing Countries?," The Law and Development Review, De Gruyter, vol. 5(2), pages 56-82, December.
    5. Demirbag, Mehmet & Mellahi, Kamel & Sahadev, Sunil & Elliston, Joel, 2012. "Employee service abandonment in offshore operations: A case study of a US multinational in India," Journal of World Business, Elsevier, vol. 47(2), pages 178-185.

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