Information Logistics Issues in Outsourced Knowledge Operations

Aundhe, Madhuchhanda Das (2005) Information Logistics Issues in Outsourced Knowledge Operations. TAPMI, Manipal.

TWP45_05_Information Logisitcs Outsourcing.pdf

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Business Process Outsourcing (BPO) has transcended its origins as low-cost technical operations to cover increasingly complex business processes, such as credit card processing, customer interaction and data mining & analysis. This is largely driven by the twin engines of search for strategic competitive advantage, and ever-increasing developments in information technology. As BPO firms plan to execute various types of processes in an offshore model, they face a host of decisions regarding logistics of different resources. Amongst the most crucial resources for these processes is information availability (termed for the purpose of this paper as Information Logistics). Information is the vital connecting link between the client and the human and locational resources of the BPO firms. This paper is an exploratory study of information logistics of BPO firms at different levels of the knowledge continuum. Through a case study approach, it sets out the issues in managing information in different contexts of Direct Customer Interaction, Routine backoffice, and Analytics processes. By analyzing communication, information retrieval and information distribution activities, it develops a matrix of information logistics against knowledge level of operation. This is considered to be a useful start point for a deeper exploration of information logistics and thereby, cost issues for each type of outsourcing.

Item Type: TAPMI Working Papers
Uncontrolled Keywords: Information Logistics; Business Process Outsourcing (BPO);
Subjects: Management Information Systems
Management Information Systems > Information systems
Operations Management
Operations Management > Logistics_Supply Chain Management
Divisions: Operations and Information Science
Depositing User: Ms. Vanitha K
Date Deposited: 17 Nov 2018 04:06
Last Modified: 14 Feb 2019 05:23

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