Business Process Outsourcing Performance Evaluation: A Lean-Agile Framework and Its Empirical Validation

• Main Authors: Oluyinka, Oludapo Samson, Cheng, Jack Kie, Puteri Fadzline, Muhamad Tamyez, Ayodele, Freida Ozavize
• Format: Conference or Workshop Item
• Language: English
• Published: ESB Business School 2016
• Subjects: HD Industries. Land use. Labor
• Online Access: http://umpir.ump.edu.my/id/eprint/15565/1/fim-2016-samson-Business%20Process%20Outsourcing%20Performance%20Evaluation.pdf; http://umpir.ump.edu.my/id/eprint/15565/
• Institution: Universiti Malaysia Pahang

How do we know that a Business Process Outsourcing (BPO) company is performing well or not? The validation method of the hybrid constructs presented in this paper is fueled by the investigation on the empirical framework of such question. Cost and quality which are seen as key factors of measurement...