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Nine practices for best-in-class BPO performance

Lacity, Mary and Willcocks, Leslie P. ORCID: 0000-0003-2572-9554 (2014) Nine practices for best-in-class BPO performance. MIS Quarterly Executive, 13 (3). pp. 131-146. ISSN 1540-1960

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Based on a survey of 263 business process outsourcing (BPO) clients and 57 interviews, we have identified nine practices for achieving best-in-class BPO performance. These practices are illustrated through three BPO relationships at Microsoft, BP and TalkTalk. The strongest lesson from these cases is that it’s never too late to improve BPO performance. The single best performance improver is to assign a great pair of leaders, one from the client and one from the provider.

Item Type: Article
Official URL:
Additional Information: © 2014 University of Minnesota
Divisions: Management
Subjects: H Social Sciences > HC Economic History and Conditions
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Date Deposited: 12 Nov 2014 11:28
Last Modified: 16 May 2024 01:55
Funders: Accenture, BPeSA (Business Process enabling South Africa)

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