IT-supported business process outsourcing (BPO): the good, the bad and the ugly

Rouse, Anne and Corbitt, Brian 2004, IT-supported business process outsourcing (BPO): the good, the bad and the ugly, in PACIS 2004 : Information Systems Adoption and Business Productivity, [PACIS], [Shanghai, China], pp. 1-14.

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Title IT-supported business process outsourcing (BPO): the good, the bad and the ugly
Author(s) Rouse, Anne
Corbitt, Brian
Conference name Pacific-Asia Conference on Information Systems (8th: 2004: Shanghai, China)
Conference location Shanghai, China
Conference dates 8-11 Jul. 2004
Title of proceedings PACIS 2004 : Information Systems Adoption and Business Productivity
Editor(s) Wei, Chih-Ping
Publication date 2004
Conference series Pacific-Asia Conference on Information Systems
Start page 1
End page 14
Publisher [PACIS]
Place of publication [Shanghai, China]
Keyword(s) business process outsourcing
IT outsourcing
outsourcing costs
Summary Outsourcing decisions are not, technically, irreversible. But in practical terms the organizational disruption and financial costs of bringing services back in house (“backsourcing”) mean that few organizations revert, even when quite dissatisfied with an arrangement. Instead, organizations typically seek to move to another outsourcing arrangement, that is sometimes less attractive than the original in-house delivery. Preliminary evidence from studies of business process outsourcing (BPO) experiences, like those into IT outsourcing’s success, suggests that only a minority of organizations report their BPO arrangements as satisfactory, implying that many are caught in this “can’t go back” bind. In this paper the authors examine two organizations contemplating the adoption of BPO, and consider their expectations and experiences in light of existing empirical literature. The paper concludes with a set of principles to assist organizations to avoid BPO failure.
Language eng
Field of Research 080609 Information Systems Management
Socio Economic Objective 970108 Expanding Knowledge in the Information and Computing Sciences
HERDC Research category E1 Full written paper - refereed
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Document type: Conference Paper
Collections: Faculty of Business and Law
Deakin Business School
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