Improving Quality in Business Process Outsourcing Through Technology

Sufficient evidence shows that Business Process Outsourcing (BPO) is growing rapidly. Technological and communication advances help realize the wide-spread adoption of BPO, due to their quality and cost improvements. Technology applied in BPO through the adopted software, applications and platform has a substantial long-term impact on the whole process, affecting the quality, cost and associated risks of the operation of outsourced activities. In a previous SAP white paper, the impact of technology to cost has been addressed. In this paper, the authors identify the quality structure of BPO and distinguish the unique quality characteristics that are different from the traditional service industry.