DNA Of A Successful BPO

Abstract

This paper identifies some of the critical elements of a successful BPO through a case study of an U.S. financial services firm that had BPO operations in India. The important dimensions of selection, training, motivation, respecting cultural differences, treating quality as paramount in all operations, and understanding how appropriate control has to be exercised in the area of knowledge-intensive services, were identified as being critical to success. Specific propositions are developed based on these critical elements, and provide a potentially new direction to service outsourcing research.