Three essays on the performance impact of business process outsourcing
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Authors
Suresh, Sukruth
Issue Date
2017-08
Type
Electronic thesis
Thesis
Thesis
Language
ENG
Keywords
Management
Alternative Title
Abstract
Extant research (including the first two essays) examines the performance impact of outsourcing from the perspective of discrete client-vendor relationships, the third essay examines the impact that the client firm’s outsourcing portfolio configuration has on its performance. The BPO portfolio is defined along the dimensions of the portfolio size, portfolio diversity and portfolio heterogeneity. While the motives and nature of task outsourced, based on the individual contracts impact the firm performance significantly, firms do engage in a number of outsourcing engagements simultaneously. The synergies and benefits realized across these engagements and the challenges associated with effectively and efficiently coordinating these relationships would amplify or attenuate the effect that BPO has on a firm’s performance. The study finds that (1) the portfolio size, portfolio diversity and portfolio heterogeneity have a curvilinear relationship with the firm performance, and (2) the impact of the portfolio configuration differed across the business strategy that the firms pursued.
Description
August 2017
School of Management
School of Management
Full Citation
Publisher
Rensselaer Polytechnic Institute, Troy, NY