What is it about?
Service providers' framework provides in-house software development required by service providers to process client services. There is continuous delivery of application software, which significantly reduces the turnaround time of outsourcing services, its processing and delivery.
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Why is it important?
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.
Perspectives
The scope of this research is limited to the provision and development of in-house application software. This research provided an insight into the practicality of processing clients' services. Especially, we spent time, participated and observed how Indian service providers instituted dedicated software development team within a service provider's domain, specifically to develop application software required to process client's services. The development process followed agile framework, but integrated software reusable components. In doing so, the team adopted this whole process as a unique software product line.
Dr Charles Ikerionwu
Federal University of Technology Owerri
Read the Original
This page is a summary of: The development of service provider’s BPO-IT framework, Business Process Management Journal, September 2017, Emerald,
DOI: 10.1108/bpmj-10-2015-0146.
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