Research Title Role of Information technology in personalization and standardization Of a BPO company (A case study on Juriscape Legal Research

Company of Ahmadabad, India)

Abstract

Table of Contents CONTENTS CHAPTER-1INTRODUCTION 1.1 BACKGROUND OF THE STUDY 1.2 RESEARCH AIMS AND OBJECTIVES 1.3 RESEARCH QUESTIONS 1.4 JUSTIFICATION OF RESEARCH 1.5 BACKGROUND OF THE CASE COMPANY 1.6 STRUCTURE OF THE DISSERTATION CHAPTER-2LITERATURE REVIEW 2.1 INTRODUCTION 2.2 DEFINING OUTSOURCING 2.3 AN OVERVIEW OF BPO 2.4 BENEFITS DERIVED FROM BPO 2.5 INDIAN BPO SEGMENTS 2.6 GROWTH OF INDIAN BPO INDUSTRY 2.7 SIGNIFICANT INTERNATIONAL REGIONS IN BUSINESS PROCESS OUTSOURCING 2.8 QUALITY DIMENSION IN BPO 2.9 ENABLING QUALITY BY TECHNOLOGY 2.10 RISK MANAGEMENT IN BUSINESS PROCESS OUTSOURCING 2.11 PROBLEMS RELATED TO OUTSOURCING DECISION CHAPTER-3METHODOLOGY FOR RESEARCH 3.1 OVERVIEW 3.2 PHILOSOPY OF RESEARCH 3.3 APPRAOCH OF THE RESEARCH 3.4 METHOD OF RESEARCH 3.5 STRATEGY OF RESEARCH 3.6 DESIGN OF THE RESEARCH 3.7 SELECTION OF CASE 3.8 DATA COLLECTION METHODS AND TOOLS 3.9 TECHNIQUE OF SAMPLING 3.10 PROPOSED QUESTIONNAIRE 3.11 INTERVIEW 3.12 DATA ANALYSIS & PRESENTATION METHOD PAGE NO.

3.13 VALIDITY 3.14 GENERALIZATION 3.15 RELIABILITY 3.16 ETHICAL CONSIDERATIONS 3.17 LIMITATION CHAPTER-4FINDINGS & ANALYSIS OF THE EMPIRICAL STUDY 4.1 OVERVIEW OF THE EMPIRICAL STUDY 4.2 FINDINGS REGARDING THE ROLE AND IMPORTANCE OF IT TO BPO 4.3 FINDINGS REGARDING THE KEY BPO SUCCESS FACTORS 4.4 FINDINGS ABOUT HOW THE JURISCAPE LEGAL RESEARCH IS PROVIDING STANDARDIZED AND PERSONALIZED OUTSOURCING SERVICE 4.5 FINDINGS ABOUT HOW THE JURISCAPE LEGAL RESEARCH CAN IMPROVE ITS SERVICE QUALITY BY TECHNOLOGY CHAPTER-5CONCLUSION & RECOMMENDATION 5.1 SUMMARY OF THE STUDY 5.2CONCLUSION 5.3 RECOMMENDATION REFERENCE APPENDIX

CHAPTER-1 INTRODUCTION 1.1 BACKGROUND OF THE STUDY Business process outsourcing has been an expanding movement in outsourcing from the closing stages of 1970s. Information technology outsourcing has become the most familiar sort of business process outsourcing which, in the 1980s, began to grow to be more accepted. That time complexity was increasing in information and computer system and companies found new-to-theworld opportunities to look for competitive advantage (Mierau, 2007). Business Process Outsourcing, which, in abbreviated form, known as BPO Company, is any business that is created to do activities in aid of other business firms. In other words, it is the outsourcing of particular business functions by contracting with outsourcing firms. In the 1990s, outsourcing attracted new attention and there developed new thoughts and approach of outsourcing. There was about ten times increase in the magnitude of the information services (IS) outsourcing industry in the initial part of the 1990s (Behara et al 1995). In that period outsourcing followed one of an innovative tendency where the clients relocated their formerly employed workforce to the vendor company. Fractional and selective outsourcing, being other forms of outsourcing, refers to only the shifting of process responsibilities. The service providers were required to carry out responsibility of the outsourced processes to a greater extent which was a consequence of the growth of outsourcing throughout the 1990s. There was a key change in purchasers view on outsourcing that the companies were able to realize the tactical advantages where the main factor was not the ownership rather the use of process (Lee et al 2002).

In recent times, there is increasing involvement of a lot of companies in outsourcing; diverse customers in various regions or part of the world are being served by single BPO companies. For all these, choosing BPO critically requires the consistency and personalization of the firms. BPO

companies have to implement a standard technology so as to make all the units and departments of the firm to pursue the standard technology with a view to balancing the personalization and standardization (Grover, 1996). For achieving the appreciation among clients from different organizations and different countries the Juriscape legal research companies require that all the country specific aspects should be satisfied plus they should be proficient. Fast growth of Business Process Outsourcing (BPO) is proved by adequate evidence. Extensive implementation of BPO has become possible through progress in high quality and cost effectiveness of technology and communication. The Performance of BPO is, in long-standing, significantly affected by the adopted technology which includes the adopted software, applications and platform on the whole process. The quality, cost and associated risks of the operation of outsourced activities are significantly dependent on the whole technological system. A lot of management theories and methodologies generated and developed BPO, an important branch and trend of outsourcing. BPO has been being implemented by numerous large worldwide companies like Dell, AIG, IBM and Citi Group. To cut costs, advance process excellence and speed time to market, these organizations are realizing the larger scale of outside service providers. Furthermore, BPO services have been included in the systems and models of many IT service providers, like IBM, EDS, Accenture, and SAP.

The scope of BPO has expanded from non-core processes towards more critical applications. Call centers and customer support practice has accelerated the performance of BPO and at present software development, Human Resources (HR), Finance and Accounting (F&A), training, payroll, and procurement are also facilitated by BPO. Not only the typical back-office functions but also the middle-office functions are also served. Industries like medical transcription, animation creation, and even disaster recovery management systems are being covered by BPO. Additionally, BPO is not only booming in India or the Philippines, Central & Eastern Europes markets are, in a hostile way, moving towards BPO.

Keeping pace with the global markets, India has already reached a leading position in Business Process Outsourcing. BPO has become the most pronounced and sought after term from the beginning of this century. Indian markets have been revitalized by revenue generation, employee motivation, and enhancement of living standards and an endless inventory of opportunities. BPOs have been explained and analyzed in numerous researches, accentuating its potential as money making sector, explaining its fate of high employee turnover, identifying its strengths, weaknesses, opportunities and threats, and also finding out its dynamics of human resource development. There have been widespread efforts by other researchers on various apparent behaviors of employees which encompass their contentment, enthusiasm, its influence on their term, their dedication, devotion etc. Pertinent literature about the BPO sector in India, theories and investigation works of employee enthusiasm and contentment are revealed and critically analyzed in this chapter, and the findings are considered to deal with the crisis in this sector.

About 73% of BPO clients studied think that BPO is upgrading their outsourced procedures (Terra 2005). Efficiency and effectiveness of BPO is rising day by day was the conclusion of these studies. BPO service provider has service tactics, the required infrastructure, personnel, and expertise, technology, and metrics capacity in order to deliver excellent and constant service. To implement BPO in wide spread form, technological and communication progress has become a fundamental factor to consider. BPO has been provided with the tools required to move ahead and extend by the internet and the low price of communication in addition to a more uniform applications, open IT platforms, and more integrated systems. Implementation of BPO has been aided by all these tools which minimize threats, broaden the precision, and develop the process performance but minimize expenditures.

All over the world there is fast expansion of BPO. Future compound annual rate of growth of BPO is estimated to be 10.9% by International Data Company (IDC). Global BPO had $382.5 billion in annual sales in 2004 that is expected to grow to $641.2 billion in 2009 (Gibson (2005)). Furthermore, virtually all business processes outsourced are vastly IT related. Donniel Schulman, from IBMs Business Transformation Outsourcing (BTO), accentuated the critical function of IT in BPO, indicating the ways IT can be involved in choosing the sectors of BPO investments (Erlanger (2006)).

Technology, to a greater extent, determines the sustainability of success of any BPO process because technology affects more or less every part of operations management (Slack et al. (2004)), technology intensely influence BPO services. Adopted software, applications platform and other functional BPO technology substantially influence the whole process, shape the excellence, minimize cost and associated hazards of the operation of the outsourced functions in the long run. Procedure computerization in the course of workflows, paperless file management and online interaction has become possible by using technology. Cost and interruption of execution have been minimized and the BPO service providers can generate innovative solutions. Personalization and standardization of the outsourced activities can be kept in balance with the help of appropriate technology. It helps create the competence to devise processes that suit the specific requirements of each client and at the same time maintain a standardized which ultimately assist both the providers and the clients to exploit the opportunities sustainably in the long time. Technology influences the intensity of amalgamation between the BPO clients and the service providers both on a process and IT level. BPO buyer can alter sourcing orders or even alters the sourcing policy according to which the service provider has to improve his flexibility capacity to adjust and accommodate for based on implemented technology.

Hence in standardizing various functions related to dissimilar clients from diverse regions a significant role is played by IT. To weigh up the job of information technology in standardization and personalization of diverse parts and divisions of a BPO service provider is the key to this mission (Terra Equa, 2005). Investigative research plan is considered in a qualitative way to carry on this study.

1.2 RESEARCH AIMS AND OBJECTIVES There is a particular and very important reason behind conducting this research. This research proposal aims to scrutinize the role of the information technology in standardization and personalization of a BPO company. Objectives: 1. To critically review the role of information technology across any organizational management issues and to identify few limitations in the current research area. 2. To evaluate the Key BPO Success Factors; 3. To identify how Juriscape Company use effectively the Information technology for their personalization and standardization management. 1.3 RESEARCH QUESTIONS The research question for this study that relates to the selected case study is:

1. How the effective use of Information Technology help the Juriscape Legal Research to be the leading career company while maintaining personalization and standardization? 1.4 JUSTIFICATION OF RESEARCH This research is justifiable with the case study of the Juriscape Legal Research Companies of Ahmadabad, India. The case as well as the data that is collected from interviews is revealing the role of IT in personalization and standardization in BPO Companies. The case gives the insight of the widespread functions of the company. To bring more standards as well as to protect personalization, the Information technology provides major role. The case of juriscape legal research as well as the literature review of the BPO Companies justifies the topic on role of IT in standardization and personalization in BPO Companies. The companies for case study will be chosen from the Juriscape legal research companies in Ahmadabad in India. The juriscape legal research companies of Ahmadabad are spreading their services which require greater emphasis on standardization and personalization. The various BPO companies have experienced different advantages and challenges from using information technologies.

1.5 BACKGROUND OF THE CASE COMPANY JURISCAPE LEGAL RESEARCH PVT LTD, Ahmadabad, India Company Description JURISCAPE LEGAL RESEARCH PVT LTD is the largest collection of companies in the world dedicated to assisting American legal professionals with their career-transition needs. With its headquarters in Pasadena, USA, and its global operations spanning US, UK and India, the company is poised for massive expansion and growth. It is presently having staff strength of more than 300.

1.6 STRUCTURE OF THE DISSERTATION Chapter-1 (INTRODUCTION) This chapter introduces the research topic. In this chapter I have described background of the research, research purpose, objectives of the research, research questions, rationale behind the choice of research topic, background of the case company,. Chapter-2 (LITERATURE REVIEW) This section contains discussion of previous research that is relevant to the topic, literature and assumptions, organizational practices etc. Chapter-3 (RESEARCH METHODOLOGY) In how ways I have conducted the empirical study have been presented in this chapter. This chapter also includes reliability & validity, and ethical consideration of this research. Chapter-4 (FINDINGS & ANALYSIS) Here I presented what I have found through the empirical study and analyzed using different

techniques. Chapter-5 (CONCLUSION & RECOMMENDATION) In this chapter I have concluded the research findings and provided some recommendations to fast foods consumptions.

CHAPTER-2 LITERATURE REVIEW

2.1 INTRODUCTION In the late 1970s, business process outsourcing has been a growing movement in outsourcing industry. Information technology outsourcing has become the most familiar sort of business process outsourcing which, in the 1980s, started to develop to be more established. In that time period, intricacy was increasing in information and computer system and businesses found newto-the-world opportunities to look for comparative advantage (Mierau, 2007). Business Process Outsourcing, which, in abridged form, recognized as BPO Company, is any business that is created to do functions in support of other business firms. In other words, it is the outsourcing of particular business functions by having a deal with outsourcing firms. In the 1990s, outsourcing attracted new attention and there expanded new opinions and approach of outsourcing. There was about ten times increase in the extent of the information services (IS) outsourcing industry in the preliminary part of the 1990s (Behara et al 1995). In that period outsourcing followed one of an innovative tendency where the clients relocated their formerly employed workforce to the vendor company. Fractional and selective outsourcing, being other forms of outsourcing, refers to only the shifting of process responsibilities. The service providers were required to carry out responsibility of the outsourced processes to a greater extent which was a consequence of the growth of outsourcing throughout the 1990s. There was a key modification in purchasers view on outsourcing that the companies were able to realize the tactical advantages where the main factor was not the ownership rather the utilization of the procedures (Lee et al 2002).

In the Business Process Outsourcing (BPO) India become one of the prevailed destinations by means of the steam of the achievement. The utterance that one might merely lisp in the starting of the century has turn out to be the nearly all marked as well as required following the word. Making income, development employees, inspiring the livelihood standard, an everlasting inventory of opportunity merely showcase an occurrence that is not a smaller amount than the rebirth for our Indian market. A lot of researcher encompass talk concerning BPOs in the workings, decorated its ability as cash creation division, showcased its destiny of lofty worker yield, sketch out its strength, weakness, opportunity as well as intimidation, in addition to as well chalked out its dynamism of human resources. 2.2 DEFINING OUTSOURCING The evolution of the definition of outsourcing took place during the last decade. A variety of researchers define it in different ways including a hypothesis that the notion itself has evolved. Added intricacy in investigating outsourcing has been found for all these differences (Htnen 2006).

Outsourcing can generally defined as a process that a company follows where it transfers some of its inside functions or even the procedures to a third party. Here, in case of outsourcing, business deal is contracted where products and services are purchased by a firm from another firm but the entire fundamental process, products and services is kept under original ownership (Tas, J. & Sunder, S. 2004). Information about the product and services, the methods and process of the work are provided to the service providers by the clients. The service providers are allowed to operate and re-engineer the whole process in order to minimize cost and benefit from efficiency. The extent of outsourcing can differ significantly. The scope of outsourcing ranges from straightforward contract like hiring contractors required for a building site to a complicated task like outsourcing the entire IT function of a global firm. At present, there is an increasing tendency to outsource the functions more close to middle managerial functions, IT with most significance (Lacity et al 2008). Outsourcing can usually be defined as a multistage process:

Figure: The outsourcing process (Zeng 2003)

In another simple way, outsourcing can be defined as a process involving four major steps, viz. evaluation of internal benchmarking, assessment of external benchmarking, negotiating contracts and managing the outsourcing (Franceschini et al., 2003). Similar phenomenon has been explained by the both definitions and there is quite similarity if we combine the second and the third steps in five-step process. There are many other explanations about the outsourcing process and the outsourcing life cycle. This study paper uses three-phase model by Power et al (2006) while investigating the incident of outsourcing as an entire process. The figure underneath summarizes the process with further examples defined by Power et al (2006).

Figure: Different outsourcing phase models Improving the cost efficiency of a company is conventionally and typically considered to be the most vital objective of outsourcing (Holcomb & Hitt 2006). Internalizing the supply chain functions is pursued by the firms to minimize costs due to opportunism, specificity of assets and market dynamics. The main stimulus for the managers in outsourcing is to save on overheads via short time horizon cost savings which have been examined by studies covering outsourcing practices in the United States (Kabadse & Kabadse 2002). Business process outsourcing is also related to these where until the 1990s it was considered to be a less expensive mode to have experience and capacity not existing in the firm. The concept developed then and at present outsourcing activities have become more complicated with the passage of time. Other usual rationales behind outsourcing include penetrating markets abroad and simultaneously enter the developing market regions. Although outsourcing evolved as a basic segment of tactics of todays firms, now most business firms operate in different forms of strategic alliances and partnerships (Applebaum & Samaha 2008). Most prominent theories that support outsourcing include Resource-based Theory, Resource Dependence Theory, Agent Costs Theory and transaction Costs Theory (Cheon et al 1995). The reasons of cost-effectiveness for outsourcing motivation reach transaction cost and agent cost theories. We can further divide these four theories on outsourcing into two major forms: transaction based viewpoint and resource based viewpoint. The real transactions taking place in the outsourcing procedures, as well as methods of outsourcing companies adopt to reduce transaction cost are the main focus of transaction based viewpoint. As per the transaction cost based viewpoint, the client firms use the cost reduction in manufacturing and transactions in case of decision about outsourcing. The situations where the client firms can exchange economic functions inside the firms are also mentioned by transaction cost based viewpoint. Which conditions are more congruent for managing economic exchange outside the firms such as outsourcing from the external marketplaces are specified. Suppliers can have economies of scale because most of the required outsourced parts are relatively nonspecific (McIvor 2008). Resource based viewpoint implies that companies exploit the opportunities of outsourcing to have the resources that they can not avail internally within the firm. In resource based viewpoint, managers decide concerning on the basis of client firms capacity of investment in internal competence and sustainable comparative advantage. Firms should outsource those process and activities where inside capabilities and the resources are unable of utilization (McIvor 2008).

Dissimilarities in these viewpoints are illustrated in the following figure.

Figure: Two Outsourcing viewpoints (Holcomb & Hitt 2006 and Cheon at al 1995)

2.3 AN OVERVIEW OF BPO As a business strategy outsourcing became much acknowledged, conventional as well as recognized as the statement of we live in the period of the outsourcing (Bain, 2002). One of the main recognizable form of outsourcing is known as the business process outsourcing for example transfer the prepared possession of one otherwise additional of the business processes of the firm to an outside dealer which, in order, administer the process according to a number of predetermined metrics (Barthlmy, 2006). Business Process Outsourcing therefore means to the reorganization of whole commercial function to a number of extra service provider, above all in little charge location. This replacement of the location or else transfer of business process to an outside supplier are fundamentally to achieve augmented investor worth. A number of the universal services given by the BPOs are Received as well as Paid, Inventory organization; regulate dispensation, flow of money examination, settlement, information admission, Payroll dispensation, monetary declaration training as well as office Service (Batt, R., 2002). A number of the web supported by service including live online sale as well as tidy admission, E-commerce business hold up, exist online enquiry treatment. At this time it is very important to message that BPO can encompass equally IT organization as well as business operation. Business operation includes relocate otherwise transfer of function for example pay rolling, secretarial, bill or else yet real estate organization to another parties. Always everyone of this trade process depends on IT other than they are different to the hard core IT operation for instance data hub behavior otherwise system management (Borman, M., 2006). A very important surface of business processes outsourcing is the ability to without charge business executive as of a number of the everyday process organization farm duties and duties. It involves business procedure organization as well as outsourcing. Business procedure administration utilizes knowledge intended at revamp the procedure, decoration downward needless stepladder, as well as eliminates redundancy.

2.4 BENEFITS DERIVED FROM BPO Benefits of the BPO are reimbursement accrue as a finish consequence of outsourcing are many. BPO is gainful since it relates to investor worth as well as optimizes trade presentation to achieve worth formation. There have been wonderful surge in BPO as well as outsourcing business in a lot of rising country similar to India as of the specialist know how in decreasing expenses as amplify quality of the service. Organization is increasingly relying further on off shore BPO associates for countless operation. In a number of cases, organization is outsourcing the total worldwide back office function, counting personal resource, to influence the charge as well as time advantage (Busi, 2008). The rising figure of worldwide contract as well as alliance centering on BPO service release obviously demonstrate the beliefs of the organization in the BPO value proposition.

The rising tendencies of outsourcing have generated substantial discuss as to why organization subcontract as well as a variety of explanation contain been accessible by scholar. Organization can be ambitious through the requirement to decrease expenses (Cheon, 2005), progress receptiveness to altering marketplace circumstances, and think on core behavior, otherwise to attain an amalgamation of this remuneration. Usually, outsourcings were a ways to inferior the expenses of manufacture as well as process, in addition to still nowadays, economies of scale are cite while a main incentive to subcontract (Agarwal, 2005). For instance, cost effectiveness of the admission to particular ability along with economy on slide from side to side short term charge reserves encompass been mention as serious reason for it. As of an additional viewpoint, the appearance of globalization have compulsory to the firm to focus on the interior behavior to stay spirited, that have lead to the idea which firm be supposed to recognize in addition to outsource the noncore process (Childe, 2004). A third viewpoint is which long word relations flanked by customers in addition to BPO vendor may assist customers improve the accessible competency as well as make fresh one [50]. A small number of the reimbursement of a BPO is diagrammatically symbolized underneath as well as talked concerning after that.

Figure: Benefits of a BPO

Productivity Enhancement Of each and every one the remunerations accumulated by a BPO, output improvement is fairly important. Victorious as well as profitable outsourced trade procedures save the executive abundance of time that or else they might have finished in ordinary executive behavior rather than policy formulation. Companies which subcontract the trade process are frequently capable to imprison fresh efficiency as well as in the procedure get better ahead the productivity (Currie,

2008). It is in an improved place to move their capital to additional significant project. It also assists the workers to augment the competence as well as output.

In the majority of the cases, high quality subject matter specialists are transported in to intend as well as administer this process. It carry by means of the augmented output with years of knowledge which the majority company don't encompass right of entry to otherwise can't have enough money on own. Ease of use of extremely capable ability pool as well as earlier acceptance of well defined commerce process lead to output improvement with no compromise on excellence.

Focus on Core Competency An additional advantage of outsourcing business process of one is to encompass the distance of center on the center area. Competitive advantage of a firm is resulting as of those capabilities which are only one of its kind, unique, as well as non substitutable (Click, 2004). This capability constitutes the main competency of the organization. As the capability procedure, a organization can outsource behavior except its main competency (Creswell, 2003). For instance, a organization be supposed to outsource its IT behavior but IT is not division of the main competency (Dibbern, 2004). The mainly significant issue at the back the enlargement in the BPO marketplace worldwide nowadays is an augment in the figure of enterprise which is analysis the interior operation in an effort to completely appreciate the right foundation competency.

Company usually outsources process to move responsibility as well as manage expenses. Therefore the organization is in a better location to think on main area, as well as not stay itself absorbed in further noncore area. BPO provides additional liberty to the organization for focusing additional instance, power, as well as possessions on structure the core businesses of the business. On one occasion outsourcing of sure process take place it become easier for the business to contrast as well as assess the competence in addition to efficiency of service what are being carried from exterior as well as within. This tendency is most important to an augmented eagerness to outsource process which is careful noncore, however dangerous behavior. These dangerous behaviors comprise claim management, human resource service as well as imbursement service.

Cost Savings One extremely significant advantage as well as benefit of outsourcing the trade process is in conditions of charge savings. BPO gives scientific reimbursement from side to side enhanced efficiency, inferior in the clouds, abridged payroll as well as advantage operating cost, in addition to less assets savings. The businesses that subcontract the employment have admittance to the most excellent of aptitude as well as skill in the BPO field with so as to also at extremely low salary. Dyer and Singh said that, relational rent is shaped at what time associates split, unite, otherwise spend their possessions, information, otherwise capability, or else use effectual supremacy to inferior their business expenses or get better synergy. A variety of study has indicated what for every dollar invests in BPOs crossways India, the worth resulting by the US financial system is flanked by $12-14. It is easy information what stipulation a bank move labor of 1000 employees as of United States to India it may put aside concerning $18 million every year owing to inferior expenses in India. In the same way, in the ground of pharmaceutical investigate

as well as growth; firm may decrease the price of raising a fresh drug, at present predictable at flanked by $600 million as well as $900 million through to the extent that $200 million if growth labor is outsourced to India. In the America and London 67-72% of expenses acquired by call centers that are in a straight line connected to labor expenses while call centers in India use merely 33-40% of expenses on workers.

Improved HR Enhanced human resources are one more enormous benefit of outsourcing industry process. More than a few market studies encompass exposed that human resources outsourcing may guide to charge savings in the variety of 20-40 per cent for clientele. It as well leads to superior human resources. Human resource business process outsourcing is a marketplace which has knowledgeable wide enlargement in excess of the precedent few years as well as is at the present put for still additional fast growth. Obviously, company every one over the globe are receiving aggravated to outsource the HR process in addition to dealings to scurry the HR function further professionally, without charge the HR purpose to center on planned employees practices what force enlargement as well as insert to the long term success of the organization in addition to make easy the professional to put in worth to the commerce. Company nowadays, need total home as well as worldwide HR deliverance from side to side system as well as process which may make economies of scale to decrease otherwise get rid of the requirement to create prospect savings in rapidly out-of-date knowledge.

2.5 INDIAN BPO SEGMENTS Business Process Outsourcing in India is prearranged in a lot of sections. Back workplace dispensation as well as client communication services is in the middle of the best in addition to main rising segment which add considerably to the Indian BPO marketplace. The major behavior otherwise area enclosed through the BPOs comprise client think about, for example distant preservation, assistance desk, as well as sale hold up; money and management, example of that are information examination, checkup record, cover claim, in addition to record organization; as well as HR with sum services counting payroll, credit card service, make sure dispensation, as well as employee hiring. In adding, the BPO business encompass prolonged into manufacturing as well as plan, cartoon, market study, system consultancy and organization, distant teaching, as well as contented. BPO behavior where information dispensation is necessary is everyone on the augment. Instances of KPO comprise thinker possessions study, lawful as well as checkup study, R&D, logical service similar to evenhandedness study, in order safety service for example danger appraisal as well as organization, bioinformatics in addition to procurement as well as worldwide do business (Ellram, 2008). Generally talking the Indian BPO business may be alienated keen on six groups.

1. Captive Units put up by worldwide company what outsource the back office operation as of India. 2. Indian Third-Party Vendors that carry out dealings in addition to process for global clients. 3. Joint Ventures flanked by global BPO Company as well as Indian associates. 4. Indian IT Software Companies so as to encompass additional BPO to the service collection.

5. Global BPO Players who put up call center in India. 6. Global Consultancies which have been advise the customers on outsourcing as well as are at the present leveraging this knowledge keen on as long as definite BPO service.

Mainly common shape of BPOs in service in India is what of also imprisoned unit otherwise the Vendors of the Third- Party. The BPO business is varied distinguished by straight procedure domain for instance human resources, logistics, otherwise economics, as well as perpendicular specialization for example medical record in the physical condition division in addition to make sure dispensation as well as imaging in bank. Additional categorizations as well live. A difference may be made flanked by aground as well as off shore BPO: On shore BPO means to outsource to a local otherwise near seller while off shore means to the seller as of a dissimilar state. The third categorization divides BPO on the foundation of kind of services. It comprises: (1) front office dispensation, (2) middle office dispensation, as well as (3) back office dispensation. Front office BPO comprises client service in addition to technological carry services; middle office dispensation comprises services for example bank, cover, telecom, transport, as well as utility; back office BPO ropes function for example human resources as well as money in addition to secretarial. At this time a short explanation concerning a variety of BPO sections that chiefly succeed in India.

Back-Office Operations / Revenue Accounting / Data Entry and Conversion / HR Services This section is through distant the main, secretarial for 42% of the marketplace share in financial year 2002. Industry for example bank along with aviation need large scale information dispensation in addition to data based on the decision making capability.

Content Development / Animation / Engineering and Design / GIS The contented growth section position second inhabits 26 per cent of the pie. The Roncarelli said that, work expenses in India intended for computer animator is approximately one tenth what in the United States. At the same time as a computer animator in India be paid regarding US$7,000 - 9,000 each year, an equal animator in the United States makes US$45,000 - 90,000.

Customer Interaction Services The client concern section position third inhabiting 28 per cent of the pie. A client care midpoint is a service center by means of sufficient telecom amenities, taught consultant, right of entry to necessary database. Email in addition to other online in order hold up communications to give in sequence with hold up to clientele. Such center is utilized for a figure of customer connected purposes similar to advertising, publicity in order provision, recommendation, technological hold up etc.

Market Size of BPO in India

Quick alteration is captivating place in the worldwide BPO marketplace. It is accompany through augmented savings in BPO service. The majority of the main commerce company of the globe is accepting BPO as a planned commercial explanation. The BPO business is fairly mixed, by means of more than a few sub segments, every exhibit its possess sole as well as elite individuality. The dimension of the worldwide BPO marketplace was predictable to be $173bn through 2007, of that $24.23bn might be outsourced to off shore contractor (Erlanger, 2006).

2.6 GROWTH OF INDIAN BPO INDUSTRY BPO is a diverged as well as quickly rising off shore marketplace by means of a predictable yearly enlargement rate of 60 per cent (BPO, 2006). Brown and Stone said that BPO responsible intended for 34 per cent of the worldwide outsourcing agreement worth in 2004 as well as predictable so as to BPO service might produce as of $1.3 billion in 2002 to $4.3 billion in 2007. The Indian BPO division has appeared quickly, in addition to its export encompass full-fledged from $565 million in 2000 to concerning $7.3 billion in 2005. This export were predictable to augment to $20 billion by 2007 as well as service in the division was predictable to increase as of its present stage of 300,000 to in excess of 1.1 million by 2008 (BPO, 2006). The primary NASSCOM-McKinsey research had put an goal of USD 50 million in export through 2008, in addition to as a substance of information, the business has been on path to attain this figure. The IT-BPO business encompass travel as of a USD 4 billion division in 1998 to a out of this world USD 52 billion in 2008 employing over 2 million populace. Give the impression of being at the strike side of the wonderful enlargement of the BPO business, numerous foremost software repair company also complete a raid keen on the BPO area, also in a straight line, or during the merger along with acquisition route.

The fundamental change in the Indian financial system in excess of the last two decades has acted as means in the enlargement of the in order technology division next the BPO division. The broadminded reform applies through the administration set the phase for India to come out as a super power in the BPO business in the near the beginning twenty first century (Feeny, 2005). The enlargement of the BPO division was complete likely by the already recognized in order technology division and the ease of use of a big figure of strictly educated English language populace in India. A psychoanalysis of the obtainable in order as of less important source indicate that BPO is at the present the swiftest rising business in India, and India is measured the electronic house keeper of the earth. BPO services are characteristically given through Information Technology enable Service. It encompasses responsible for a commendable enlargement of the division in as long as service, generate revenues, increasing export, in addition to boost the in general financial system. The BPO division has been a start actor for the Indian IT manufacturing as well as has progressively greater than previous to its split in the whole income of IT software of India as well as service business. As of a small of 6.5 per cent in1998-99 to approximately to 25% in 2002-03; 2008 was a year of alteration intended for the Indian IT BPO division as it begin to reengineer challenge pose by macroeconomic surroundings, by means of the universal expenditure collective predictable to arrive at near USD 1.6 trillion, a development of 5.6 per cent over the preceding day. In the worldwide marketplace, software in addition to service stroked USD 967 billion, an on top of standard enlargement of 6.3 per cent over precedent year and the universal BPO grow by 12 per cent, the uppermost in the middle of all skill related segment. Hardware use is predictable to encompass grown-up by 4 for each cent as of USD 570 billion almost USD 594 billion in 2008. In the home marketplace, although the demand surface challenge encompass emerge in conditions of decrease in optional IT expenditure; the advantage is that outsourcing may assist organization to labor from side to

side monetary in addition to spirited challenge. 2008 was a physically influential year as figure of contract, sum agreement price in addition to annualized; and agreement principles exceed as compare to 2007. In the midst of all users on top of standard enlargement was witness in the administration, Healthcare in addition to developed segment (Fritsch, 2007).

Indian IT-BPO grows through 12 percent in FY2009 to arrive at USD 71.7 billion in collective income. Software in addition to service export arrives at USD 47 billion, causative almost 66 per cent to the in general IT-BPO income collective. IT-BPO export arrived at USD 47.3 billion in FY2009 as next to USD 40.9 billion in FY2008, an enlargement of 16 per cent. Straight service in Indian IT-BPO cross the 2.2 million blot, an add two of concerning 226,000 expert in excess of FY2008; not direct work formation is predictable at concerning 8 million. BPO service export, up 18 per cent, were the best rising section crossways software as well as services export ambitious through level in addition to range. BPO services collections were strengthen through perpendicular area in addition to worldwide release capability. In FY2009, home marketplace grows at almost 19 percent in INR conditions to arrive at INR 1,113 billion; home software in addition to service marketplace arrives at INR 572 billion. Following table shows the income of the BPO business as of the year 2000 to 2009.

Table: Revenue from the BPO industry (Source: NASSCOM 2009)

On the other hand, the whole thing supposed as well as complete, the enlargement is probable to carry on. In 1999 NASSCOM McKinsey have predictable by 2008 it may be $17 billion other than it was amend to $21-24 billion through 2008. 2008 axiom a enlargement of additional 35%. India

may imprison 25% of worldwide BPO off shore marketplace in addition to 12% of the marketplace for additional service for example cartoon, satisfied growth as well as plan service. Gartner project Indias income as of ITES to US$ 47 billion in 2009, estimates share of supply of India to be 57 per cent of the worldwide marketplace. Gartner does not slot in moving picture, medical otherwise additional record service, souk study, data search, study as well as growth, system consultancy in addition to additional non business process in its estimate on the ITES marketplace dimension and possibility.

2.7 SIGNIFICANT INTERNATIONAL REGIONS IN BUSINESS PROCESS OUTSOURCING Organizations now consider outsourcing of specific organizational processes as an essential part of corporate strategy. Complication is increasing in the relations between service providers and the client firms: they are gradually viewed as partners and in a customer-supplier relationship. Business processes which are being outsourced are becoming more and more complicated with the passage of time while the process that are more complicated in case of outsourcing are generally called Knowledge Process Outsourcing (KPO) (Mierau 2007). More value creating services are being provided while considering cost efficiencies. Many opportunities for knowledge based industries have been created by Knowledge Process Outsourcing that was previously unable to be outsourced to full extent. Minor firms generally outsource within the firm but the international business process outsourcing is greatly centered in some regions across the world. According to Click and Duening (2004), most significant international regions in business process outsourcing include the following: 1. 2. 3. 4. 5. India (Engineering and Technical) China (Manufacturing and Technical) Mexico (Manufacturing) United States (Analysis and Creative) Philippines (Administrative)

2.8 QUALITY DIMENSION IN BPO BPO provides the qualified services as a special service provider and there exists a variation and direction between the services receivers perception and variations. According to Kumar (2004) the keys to ensuring the super customer service are that the effective client relationship management, product and service leadership, operational excellence etc. at first the service providers have to define the vision of the service with consideration with the outsourcers line and priorities and emphasize on creating the values that are measurable. For that reasons the BPO structure of quality is developed on the basis of the seven dimensions illustrated on the table-3 in the following based on the nature of the BPO service. As the main factors of the BPO service these characteristics are considered as the main drivers of the success. 1. Reliability After ensuring the successful delivery of the service having completed the deal and the activities of outsourcing in the operations the reliability is considered as the fact about how to control the relationship of the outsourcing. As mentioned by the Grover et al (1996) the reliability of the service that the service providers provide is the main determinants of the success in the in case of the outsourcing. The easy use and the finalized recruitment of human capital should be available in ensuring better service. The span of the job requisitions starts from the requirement of the employees hiring, which go through the collection of information regarding the application management, identifying the employees both externally and internally, agency management recruitment, screen out from the applicants, testing and interviewing, and checking, contracts with the management and offering the appointment letter and making start of the recruited job through providing training and continuing it with motivation and control.

Table: Dimensions of BPO service quality.

As for example the technology regarding the cutting edge is considered as one of the critical factors that may facilitate to imitate the learning architecture of a company needed to provide the better solutions to the process of the business in case of the outsourced E-learning activities. Considering the skills level of the employees who will deal with the products systems of whatever is important while choosing the technology and it should be borne in mind that the current technical in fracture is also consistent with the skills of employees in case of providing a learning system. The expectations of the customers include the following things: Physically advanced- meaning that expertise globally in terms of relevant fields. Tools of assessment meaning the providing of the diversity. Coursed meaning that service will be well structured and designed. Application with easiness meaning that the model of competency will work in reality. Sophisticated meaning that it will cover all the management levels and job descriptions. Application of automation meaning that by using the online tools of assessment the most of the analysis can be automated.

2. Responsiveness The readiness and the willingness of the employees concerned with the service delivery is referred to as the responsiveness. The brand equity can be built up by ensuring the effective and consistent service and the staffs of the service providing organizations the customers facing may be brought up to the touch of the customers with the speed of providing customers service and the new offerings more rapidly. Because the providers of the services are not free from realizing the liability of the errors at any levels of the service of the BPO so it is important to discover the ability of finding the errors with a speed and then taking steps to solve the problems very quickly. Thus by ensuring this the firms here can be able to find out problems of service providing more quickly and can take step to solve the problems more promptly in an earlier stage which will facilitate to ensure the customers satisfactions. However this view is consistent with the findings of Tax and Browns (1998) expressing that the customers most crucial expectation to the firms are to ensuring the effective service through ensuring the recovery from failure. As for example through using the E Learning process the other process of customers expectations are as follows: An excellent E- Learning service provider for resolving it while the break down occurs. Occurring any applications problems the specific individuals should be available to solve these problems efficiently.

3. Conformance The degree to which the operation and design of an application service delivery meets with the established standards is referred to as the conformance. However the BPO is subject to be fit it is mainly serving the organizations of the applications services. Some specifications that are restricted generally are involved any type of outsourced business by any contract. The out sourcing objectives should be aligned with the BPO activities with the appropriate interviews contracts measurement systems and performance monitoring. However for driving the behavior of the BPO providers with a view to sustaining the level of quality of required service the quality of the BPO service should provide the needed framework. The BPO governance has to be constructed around a partnership for supporting the rising dependency within the service provider and the clients in spite of having the critical role of the contract and the SLA (service level agreement) for controlling the relationship. The mutual benefit and interdependence, fairness and beliefs, open communication is resolved by such a trusted supplier or provider relationship. To ensure the benefit for the both parties the qualities of monitoring and measurement have to be viewed as a crucial factor. How the provider is capable for complying with the customers expectations are mainly captured by the performance of the conformance. However the clients focus will add real value to the providers activities. To ensure this the customers are required to submit the required information for managing the relation otherwise the service providers could not be capable of completing his task for building a relationship. As for example in case of process of recruitment the HRR have to both control the cost per hire and not only consider the cycle time but also the turn over within the new hire should also be considered. The important facts here that how the selection of the employees was correct, how newly recruited employees were fit for the job, effective and reliable other than the quality of the recruitment process. To ensure the better talents the HRRP providers are very much keen to increase the process that will create or ensure the better access for their clients.

To measure the each side satisfactions the senior managers and the buyers some time arrange to hold a meeting virtually on a monthly basis. Though this way the at senior levels management the quality falling will be more likely to be resolved. The clients of the E-Learning process outsourcing for the conformance aspect involve the expectations illustrated below: Excellence the service providers should understand the intrinsic need of their customers. Comparing with the legacy systems the learning systems should be more effective and efficient. The activities should be more pleasant and enjoyable.

4. Flexibility The consistency along the quality should be ensured for ensuring the flexibility. The requirements, needs of the clients should be considered as the BPO contracts are generally long terms which fall between 3 to 7 years. The BPO service providers should be coped up with the changes in the needs and preferences of the customers by restructuring the organizational activities with a view to achieving the sustainable quality. For this purpose the firms can arrange the M& A (merger and acquisition) for achieving the strategic advantages. Simply to say flexibility is considered as the most important quality of the BPO services. The adaptability should be considered while making the BPO agreements. The organizations service level requirements such as the incentives schemes with the improvement clauses should be enabled to involve and adapt the organizations contracts. The need for adapting the changing needs of the clients should be adapted as the quality of service is concerned with the value enhancing of the proactive things. The customer focus and the aligning with the customers needs are main focus of these elements. To ensure the efficiency and effectiveness in maintaining the long run profitability the service providers have to be concerned with the frequent innovations and benchmarking regarding their own process followed in their organizations with a view to competing with the super quality of the service providing. To ensure the resourcing of the processes for using or moving to the other provider of BPO the contracts should be constructed in considering the possibility view of break up while the relationship with the partners are built. To drive the competitiveness and the performance of the corporation the challenge mainly raised form the changes in the outsourcing from the operational level activities to the strategic level cost cutting. Where the performance is monitored and the benefits of the performance is measurable and the mere transfer of the existing operations the outsourcing is being changed for being more of transformational process with a view to gaining this. For meeting the changing needs of the business it has become more important to both the vendors and the outsourcing firms to maintain the continuous improvement of the process. However to ensure this the firms should continuously innovate the new IT and deploy them in the level of the operation of their organizations. According to the RES (2005) the outsourcing provides the flexibility to the firms to main the effective staffing with an efficient HRR recruitment. As for example the BPO service providers reflect the flexibility for adapting the seasonal peaks of the clients and maintaining the per hire cost, times of the talent shortage, time to fill, and the service matrices. Both the asynchronous and the synchronous should be supported by the E-learning process. The numbers of different applications it can be applied to the synchronous learning has the most significant strength. A collaborative work with the corporate communications within the whole organizations may be beneficial with ensuring the highly flexible tools rather not merely thinking the E-learning as an only tool of traditional medium. The following issues should be considered while considering the E-learning process: The time and forms of the flexible learning might be available It is very important to ensure the advanced learning and management. The adapted dynamic systems fit with the organizations may be changed.

5. Assurance and Empathy The two types of the quality criteria are considered as the assurance and the empathy. The knowledge of the employees and the ability of the employees to build the confidence and the trust mainly reflect the assurance. The personal attentions the service providers pay to its customers are referred by degree to which the empathy is established. The organizations are being benefitted when they outsource their activities because the BPO quality of the advantages and the empathy are very important. Another to say the customers satisfactions, customers value and the improved quality of the provider are mainly facilitated by ensuring the empathy and the assurance. To determine the satisfactions of the customers the providers and the buyers may arrange a monthly meeting within the senior managers in a HRO deal. Through following these systems the lack age in the service quality can be quickly identified and the preventive measures can be taken as the corrective action. To ensure the mutual benefits and the inter dependence the trusted relationship can be constructed between the clients and the service providers of BPO with forming the fairness and the open communication. On the other hand the according to the requirement of the BPO service providers they have their own systems and process to fulfill the demand of the different types of the customers to ensure the service of the providers at the specified level. In addition the place where the performance progress and enhance proactively the service quality provided by them the higher level of the quality should require the providers to ensure the performance measure. However the other expectations of the customers possess the following issues; Serving the customers with proper educational program and the training program. The share of the problems solving techniques with the clients in practices. To improve the efficiency of the system deploying the most efficient employees. To help the consumers in making better expectations and proper strategic planning. Ensuring detailed service fee not having any cost hidden.

6. Security The confidential business information is mainly interacted with by the outsourced business process in case of the BPO. The customer business should be guaranteed by the BPO service. In summary the security quality can be analyzed in terms of the following concepts: Secret information and data Maintain security and auditing Protection of the antivirus and the encryptions. Securing the visible environment.

2.9 ENABLING QUALITY BY TECHNOLOGY The success of the BPO is dependent on the ability of the service for providing a quality service beyond the customers expectations of the outsourcing firms. According the following figures the performance of the BPO during the entire life of the BPO is mainly dependent on the technology and the role played by it. The ready to use the best practice templates that is suited with the most

required business process is allowed by the sophisticated technology. On the other hand the mentioned fact the box interfaced integrations and scenarios are mostly compatible with the applications software of the business and their tasks.

Figure: BPO service life cycle The technology can increase the value of the BPO and can influence the BPO through ensuring the innovations, integrations, automations and the value of the standardizations etc. however all of the things discussed here minimized the impact and the duration of the transition that will facilitates to enhance the benefit until having reached the highest levels and the operations and the streamline. The risk associated with the customs code can also be reduced by this. Thus the customer satisfaction and the quality level are raised by this in the crucial initial phase of this system. 2.91. Standardization The best practice of the adoption that are built on the templates of the ready to use which is covered the most of the needed practices process is allowed by the adoption of the technology. However facing with the different language support and the turning of the country specific these templates allow for the similar scenarios that should be standardized across the different countries. The multiband technology is allowing the BPO providers for adapting the process of the business for the individual customers by not influencing any of the process of another customer that share the similar common benchmark while the benefits of the integrated single system instance. The easier maintenance, better support and the similar operations are extended in the benefits of the BPO. However this may not be used without having followed a somewhat standardized process otherwise it will not be applicable to compare it. The providers of BPO are achieving the benefits of scale by following the virtual centralization through following the standardization which is introduced by the technology. Another to say the decentralized execution can be enabled by the technology. However this also results in the technology driven effect investigation. 2.9.2. Integration The large amount of the leverage of the expected automation and the work flow which is streamlined through different process are mainly integrated by the system of approach. The sustainability of the BPO buyers is ensured by the fully integrated system. It is also sued to maintain the deployment system and the upgrades and the maintenance. With a view to enabling the BPO providers not to sacrifice the quality the virtual centralization has allowed the local decisions to be more opportunistic. As for example in case of the delivery the agent of the contact and the workers of case are engaged in the offshore locations at the same the account managers and the local policy experts are engaged locally approaching to the customers. The more integrated processes and the workflows that facilitate to establish the link between the different streamline activities and the business process are allowed by the integrated processes, applications and the systems. As for example the job requisitions should be linked with the production scheduling that will require the need for the integration of the accounts payable and the project budgeting. The process executions effectiveness and the accuracy are enhanced by this kind of integration. Without having the support from the technology and the knowledge that

the major advantages of the BPO providers it is impossible. 2.9.3. Automation The centralization, standardizations and the leverage are being facilitated by the quality that is called the automation. The technology facilitates the operation of the organization by automating the different functions with paperless document management. The real times workflows can be enhanced by the technology which makes ultimate effective and efficient process governance. The remote monitoring and the outsourced activities supervision are considered as another effect of the application of the technology through using the BPO process. The buyers of the BPO are mainly enabled by the technology which are monitored and supervised by the technology. By using the same workflows of the interface the communication with the job candidates are controlled by the scheduling. The hiring managers can monitor the process of screening which start from the requisitions of the job carrying on to the collecting the candidates information , checking the information, making appointment of the scheduling and hiring even though the there exists a single user interface and the self service. The requisition process of the work flows is automated by different routes of the work flows that involve the followings; The hiring managers defines the direct online job Skill mining and screening of the candidates. Making inputs the new and current candidates from using the information found in the database of the candidates. Checking of the assessment and testing the background check by third party.

2.9.4. Innovation Now a days many people are now thinking the innovation as the largest advantage of the outsourcing even though the innovation is no longer the main drivers of the out sourcing. The technological improvement and development such the emergence of the using internet tools is the major drivers for innovation and the adoption directly. Although the technology facilitates the techniques of the self service the practices of the business may also result into process innovation. The major creators of the competitive advantages such as the better visibility, mining of information, data analysis after collection and constructing of the artificial intelligent are also promoted by the use of the technology. By ensuring the intelligent matching with the vacancies requirements regarding information of the candidates skills the BPO provides the techniques of the data mining for automating the primary screening process. As other examples of the automation and the innovation this is used for ensuring the efficiency and the effectiveness. Based on the historical data of the HR the HRRP suppliers provide the process of the business modeling and analytical predictive analysis. By using the tools for comparing the results to form the budget and making plan about the forecasted budget the predictive analysis, planning tools and the modeling allows the firms to analyze the influence of the tactical decisions. The flexibility is increased by using the innovative tools in and HR context.

2.10 RISK MANAGEMENT IN BUSINESS PROCESS OUTSOURCING All outsourcing projects involve several parties who have individual objectives. The risk associated with the outsourcing and its distribution and management are considered. Decision theory describes risk as a variation in the distribution of probable results, their possibilities and the overall weights of the outputs. The deviation of the probability distribution of probable losses

and gains related to a specific choice are referred to as risk (March and Shapira 1987). In usual sense, risk is described as unwanted outcome or the factors that leads to unwanted command. Information security and the threat of loss of management command are considered to be a common risk in case of outsourcing (Yang et al 2007). Managerial view of risk refers to a danger or a hazard. In this respect, the attractiveness of alternative results in positive outcomes and risk of alternative results in negative outcomes (Aubert et al 2002). Real life managers also consider risk in economic terms. Major risks identified by managers in outsourcing are showed in the following figure:

Figure: Outsourcing risks identified by managers, adapted from Lonsdale & Cox (1998) In case of BPO, each and every deal and outsourcing engagement creates various types of risk. Different risk factors lead to various forms of risk and generate challenge for the strategic management. Service providers require different forms of information about the business function of the clients in business process outsourcing to provide effective services. Clients are required to provide the outsourcing firms with proprietary information and for that reason information security has become a major concern. As the outsourcing process is becoming more and more critical it often consists of administering the entire complicated process (Yang et al 2007). To check the loss of managerial command, objectives and prospects of both parties have to be considered deeply in the formation process of the contract and in the administering the ongoing relationship. In addition, inside risk factors for the clients are concerned with the human resources. Generally, some personnel of the outsourcing client have to be shifted to the office of the service provider. In this case morale problem for the personnel can be created. Moreover, if the environment and the working condition in service providing firm are different from the outsourcing firm, labor union issues might become crucial (Yang et al 2007). One standpoint of evaluating outsourcing is the business continuity viewpoint. Reducing the negative impact of unexpected events in the companys value chain is the primary reason for utilizing business continuity planning. Generally actions are needed to respond to these continuity issues intended to trim down the possibility of risk, alleviate the risk impact if it occurs or the amalgamation of the two (Zsidisin et al 2005). Various external risk factors are also involved in this case of outsourcing venture. Particularly in the case of international outsourcing these market risk factors are much more critical because of political and currency risk (Ellram et al 2008)

2.11 PROBLEMS RELATED TO OUTSOURCING DECISION Some of the particular outsourcing traps, such as the shortage of management promise, understanding of long run strategy, shortage of communication process, shortage of proficiency in outsourcing methodologies, and failure to assess pertinent business risks. Not employing the best personnel who have deep knowledge of various aspects of the firm for outsourcing decision making is also considered to be another trap. Most of these matters are associated with some portion of several major problem areas related with the outsourcing decision making process. An important summary of them is served by McIvor (2000).

1. Absence of formal outsourcing process It is argued by McIvor (2000) that there is no complete base to assess any make-or-buy decision. In most cases, intention to minimize cost is considered to be the primary basis for decision making. Managers prefer those sourcing substitutes which can save most overhead cost to those that can make more sense in the long run in the business. Firms sometimes cannot be able to assess the resources and capabilities needed compared to prospective outsourcing service providers. If the firms fail to amalgamate the outsourcing choice into their overall policy, then another problem may arise. For that reason, these companies may face a rising expense as well as magnified dependence on a lot of vendors.

2. Limitations of cost analysis Logically, a cost assessment and evaluation of an outsourcing decision depends on the judgment of total cost of internal and market production, but it may not be so trifling. Numerous firms exercise insufficient cost computation and accounting systems which ultimately hamper the condition of reasonable and up-to-a-date cost estimates that was indicated in the study of McIvor (2000). In case of outsourcing decision qualitative (such as different strategic inferences) procedures can offer superior direction.

3. Misunderstanding of the core business That some business firms are not able to identify the core competencies in the supply chain of their business has been stated in the study of McIvor (2000). Sometimes they consider that the activities or functions where they are most skilled and efficient are the sources of core competency. However, there is not essentially any relationship between efficiency in pursuing a specific process and the tactical significance of this process.

Chapter-3 METHODOLOGY FOR RESEARCH 3.1 OVERVIEW

For addressing the methodology that used for the study objectives as well as aims this chapter is set out for it. Including the interpretive philosophy, investigative study method, qualitative study technique, as well as studies of different cases are followed for the conduction of the research. In the following sections a brief description is given about these methodologies of the research.

3.2 PHILOSOPY OF RESEARCH According to Saunders et al (2008), normally four kinds of study philosophy are existed; for instance pragmatism, positivism, and realism and interpretive. The pragmatism attitude means to the attitude in which investigator may utilize a varied otherwise manifold technique plan as well as the investigator may relate together quantitative in addition to qualitative techniques which make sure aptitude of functioning by means of differences. Positivism attitudes are connected to the common authenticity in addition to sustain the optimistic relative assessment research (Saunders et al., 2009). Realism is related to the thought so as to there is an actuality autonomous of person opinion as well as attitude. Interpretive viewpoint highlights on the human being performance dissimilarity which are necessary to the investigator. Fisher (2004) supposed that, When there are some relations among the factors after that the mass of positivist investigate create the contrast of qualitative study of the cases to analyze. In this research I used interpretive study of the philosophy. 3.3 APPRAOCH OF THE RESEARCH Usually three kinds of study methods are available; for instance- investigative, expressive, as well as descriptive methods. Exploratory method is helpful at what time the reasons is upward theory, model otherwise hypothesis. In expressive method, the occasion connected to exact hypothesis otherwise replica is giving details. The reason of descriptive methods is for identifying the reasons as well as relations among the factors in addition to carry out this study investigator have to encompass sufficient information concerning the issue what are needed investigated, (Zikmund, 2000). Exploratory study is expensive ways for finding out 'that is occurrence, for look for original imminent, for asking query for assessing phenomenon inside original glow, for generating thoughts as well as hypothesis in the prospect investigation. According to Samouel et al. (2003) investigative study is utilized for developing improved sympathetic as well as at what time present is a small hypothesis to direct forecast. Evocative investigate is approved out to portray a precise outline of people, proceedings otherwise circumstances. Descriptive study explains individuality of an inhabitants otherwise occurrence, (Zikmund, 2000). Samouel et al . (2003) said that, descriptive study utilizes expressive figures as well as incidence count up, events of middle propensity similar to the mean otherwise mode, or else a measurement of difference similar to standard deviation. later than the clarification of dissimilar investigation study I believe exploratory study method is additional suitability to the planned research as well as consequently I used this method. 3.4 METHOD OF RESEARCH According to Saunders et al., (2007), two kinds of study methods which are extensively utilized are existed. Such as: 1. the deductive otherwise quantitative as well as 2. The inductive otherwise qualitative; usually in quantitative as well as qualitative techniques the study techniques may be confidential as a dichotomy. According to Babbie (2004), for the degree so as to the clarification as well as good reason of the substance be disturbed the quantitative investigation attempt to examine the mathematical information at the same time as qualitative investigation focal point on the connotation, investigative , approach as well as incentives of community. In background of study, qualitative investigations is at the present as well as after that observed as moderately unimportant method than its quantitative corresponding division in

addition to a number of idea that be utilized for testing, bureaucrat figures, random example so as to may guide to suitable communal idea. Silverman, (2000) supposed that, For these causes it is recommended so as to qualitative investigation be supposed to be utilized from time to time at the premature phase of the study. Usually study requirements a combined scheme in addition to it might be positive to vocation jointly somewhat than contend among the varied types of study techniques. Qualitative in addition to quantitative study techniques together contain benefits as well as limitations. Proctor, (2000) supposed that, Quantitative study may examine information stand on envoy samples as of a great inhabitants this is the advantage of quantitative method in excess of qualitative technique. In these circumstances quantitative technique of psychoanalysis is wellbuilt than qualitative technique of psychoanalysis as well as it influence populace at the same time as large in addition to number of information require to be examined. In brains of qualitative technique of study, this is additional suitability for looking keen on the deepness outlook as well as attitude of people. Additionally, due to the likelihood of absent a number of unimportant other than vital silences in addition to overlie the dependability of tape recorded as well as information is argue through a number of populace to be not well-built. The planned study is more often than not connected to qualitative in turn; consequently, I used the qualitative study approach. 3.5 STRATEGY OF RESEARCH Saunders et al. (2003) said that strategies of research are universal diagram presentation ways of an investigator may leave concerning replying the study query. Yin (2003) supposed that, for the most part five kinds of study policies are existed; for instance survey, Case study, experiment, history, as well as psychoanalysis. Case studies are the mainly well-liked policy. According to Zikmund (2000), the essential benefits of the case studies are so as to a whole component may be examined in deepness as well as by means of particulars in addition to that the investigator may focal point on the arrange of proceedings because they happen. According to Saunders et al. (2001), case studies may be extremely expensive method of discovering present hypothesis therefore it might be the method of on condition that basis of original theory. Case studies rely on manifold basis of proof, by means of information requiring meeting in a triangulated style, (Yin, 2009). The aptitude to covenant by means of this diversity of proof is that creates the only one of its kind power of the case studies, (Yin, 2009). According to Yin (2009), four phases of case studies are existed. phase one is anxious by means of scheming a case study through formative the necessary ability in addition to increasing the procedure; In phase two, lone might start to behavior the case revise through preparing for the information compilation in addition to demeanor interview; phase three is anxious by means of examining the confirmation in addition to accept a policy as well as phase four is concerning mounting termination, advice, in addition to insinuation foundation on the proof as well as collection of the data, (Yin, 2009). Stake (1995) recognized three another sorts of case studies: Intrinsic - at what time the investigators are involved to carry out the study; Instrumental - at what time aspire of the case is to examine additional than which is clear to populace; Collective - at what time additional than lone container is examined. In this study, solitary, inherent, investigative as well as active case studies were taking on as the investigator is involved in travel around that is leaving on at the back the sight in a solitary study of the cases. 3.6 DESIGN OF THE RESEARCH Study plan is the mixture of dissimilar study methods which comprise investigate attitude, investigate draw near, and investigate technique, study policy, information compilation technique, information psychoanalysis method to be trailed in carry out the study. Next study plans have been trailed to carry out the planned research. study attitude Interpretive attitude

investigation methods Research policy Data compilation technique Sample method Sample size Interview

qualitative study technique case studies Survey through interview Random sampling 20 Semi- arrangement meeting Descriptive statistics, Frequency distribution.

Data psychoanalysis method

3.7 SELECTION OF CASE For this dissertation Juriscape Legal Research Company of Ahmadabad, India has been chosen as the case company.

3.8 DATA COLLECTION METHODS AND TOOLS I have collected necessary data from two bases for instance secondary data as well as primary data.

Figure: Data collection sources (source-own) For obtaining dissimilar kinds of investigate plan the data compilation techniques as well differ; as well as to demeanor of some study the kinds of data are two these comprise primary data as well as secondary data (Saunders, et al., 2007). In this study primary as well as secondary data are used. At the same time as primary data is necessary to portray the approach in addition to appearance of the samples, the secondary data is incredibly a great deal essential to get the confirmations as of dissimilar fictional causes.

3.8.1 SECONDARY DATA Zikmun (2000) said that, the secondary data is previously composed in the precedent for a number of reasons. In contrast by means of primary data, these data is not expensive as well as additional instance economy as the secondary data is previously obtainable in dissimilar forms of the utilizations. Secondary data have been composed as of internet, editorial, periodical, theory

document, thesis, manuscript book, corporation web sites etc.

3.8.2 PRIMARY DATA According to Hutton (1990) & Briggs (2007), Primary data is the collections of the data that associate gather from side to side a primary study as of a sample inhabitant to achieve the study goals. Experimentation, review, in addition to surveillance is significant main primary data collection techniques. I composed primary data from side to side the review technique. by means of review would be a high-quality technique to utilize for study as it would be the majority right intended for the theme. Surveys might be extremely obliging to gather pertinent information as a review is together quantitative in addition to qualitative. I conducted an in depth review through captivating interview of the selected general people in Ahmadabad, India.

3.9 TECHNIQUE OF SAMPLING Gathering data as of the inhabitants is expensive in addition to time overwhelming; consequently, example is necessary to collect the data. Sampling is the procedures of collection of data through practicing the associate set of persons as of an inhabitant to approximation natural world of the whole populace. According to Saunders et al ., (2009), sampling is procedure of gathering information on or after a smaller collection additional freely than as of a great inhabitant. Saunders et al., (2009), supposed that, sample methods may be separating keen on two divisions for instance probabilistic method as well as non-probabilistic methods. Numerous types of habits to choose example for instance simple random sampling, Systematic random Sampling, Stratified random Sampling, etc. are existed simultaneously as creation simple random sampling each elements contain the equivalent possibility to be chosen for the study. In turn of Systematic sampling the primary assortment is ongoing arbitrarily in addition to after that another are chosen methodically. At what time an inhabitant is alienated keen on sub sets, named strata, as well as a model is arbitrarily chosen as of every layer it is recognized while stratified random Sampling. Saunders (2009) affirmed that an inhabitant so as to be alienated keen on two otherwise additional pertinent strata regarding winning single or a figure of characteristic in case of random sampling is recognized while random stratified sample. Stratified random Sampling has a number of compensation in surplus of example method. These are as follow; I. It largely highlights on important sub inhabitants as well as do not think unconnected component. II. Random Sampling methods assist to be relevant varied sampling methods intended for varied sub populations. III. A random Sampling method develops rightness in addition to effectiveness of judgment. IV. Random Sampling method permits better by means of numerical system as well as examination of variety in the middle of strata from side to side sampling the comparable information beginning inhabitants. In this study the investigator has utilized prospect sampling methods have been utilized as of on top of causes. 3.10 PROPOSED QUESTIONNAIRE For the collection of the primary data I have prepared a questionnaire that make the research effective as well as efficient. The major objective of questionnaire is to be familiar with diverse ideas of people to a certain extent than incoming at the ordinary vision position. Questionnaire

can be close wrecked otherwise open wrecked. The close ended question is equipped to reach the quantitative information at once by a step by step questionnaire. In this way, the investigators go away to the member by means of query place creation and predictable reply that portray their sight top for them. Open wrecked question are shapeless query in that the reply of the samples are not obligatory. These questions are used qualitative techniques not quantitative as well as utilized for the investigative study wherever information is not arithmetic in character. The query is residential more often than not by why, what, at what time as well as wherever. as well as if everyone was by means of stopped up question it might not exist qualitative study as well as consequently it is not desirable at this time other than you choose unfasten wrecked question in excess of congested as it might permit he discover out additional in sequence concerning the excellence of their knowledge. I showed the particulars of this question in the appendix.

3.11 INTERVIEW According to Saunders et al., (2001), in the case studies of the research policy information compilation technique can comprise questionnaire, otherwise interview. Interview may be finished in a short time period, as well as consequently; it is a well-organized method at what time script dissertation. Saunders et al., (2001) said that dialogue may be carry out by single of subsequent three conduct of interviews structured interview, semi-structured interview and unstructured interview. According to Saunders et al., (2009), for the structured interviews, consistent query are ready in addition to the researcher convert out the exact query to the samples as well as then minutes the reply. The investigator arranges a catalog of question to be replied; when needed, the examiner may inquire extra query throughout the time of interview in the semi-structured interview, (Bryman & Bell, 2007). No prearranged query in addition to the investigator has to have an obvious thought of what she or he needs to examine in unstructured interview, (Saunders et al ., 2009). Saunders et al., (2001) added elucidated that in qualitative research, semi-structured in addition to in-depth interview are helpful. To prepare this report I have used a semi structured interview because of the effectiveness as well as the flexibility of this type of questionnaire then the other questionnaire. It can be the a good number significant method of demeanor a study dialogue as of its elasticity impartial by arrangement, as well as the excellence of the information to find out. In these types of these interviewing, the similar query are inquire of each and every one individuals concerned; the type in addition to shape of query go from side to side a procedure of growth to make sure their theme focal point; for ensuring equal reporting, interviewees be search through additional query if they have not contract impulsively by means of lone of the sub areas of attention. About corresponding dialogue instance is allowable in every case (Gillham, 2005). Semi prearranged in detail meeting are measured as a correct technique of gathering information that go behind a universal characters in addition to envelop a catalog of topic other than are as well untie wrecked. Strength of semi-structured interview is so as to it make easy a well-built factor of detection, at the same time as its prearranged spotlight permit an psychoanalysis in conditions of commonalty (Gillham, 2005).

3.12 DATA ANALYSIS & PRESENTATION METHOD A examination of composed initial qualitative information from side to side interpret the observation in addition to performance of the member is completed to discover out connotation of

that information. According to Miles and Huberman (1994), three steps are available data analysis comprise -data decrease, data show as well as sketch termination in addition to creation confirmation.

Figure: Components of data analysis: an interactive model Source: Amaratunga et al (2002)

According to Creswell (2007), data analysis procedure intended for the case study comprises next activities: Organizational Data: Organizational Data means organize composed information in an appropriate arranges. Reading: at this time a from side to side interpretation of is complete. Description: An explanation of the case studies as well as its background is completed. Classification: An uncompromising description is urbanized to found prototype. Understanding: Straight understanding is made as well as naturalistic simplification is urbanized. Demonstration in addition to apparition: There in-depth image by means of description, tables, as well as charts. Above described processes of the data analysis is used in my research as well as I also used the descriptive statistics, graphical appearance, in addition to incidence allocation to present as well as describe the data that have already collected.

3.13 VALIDITY The degree to which investigator is capable to assemble his technique to learning what he have required to study is the validity. A qualitative research imprison the required out region of wellbeing in addition to is, the most excellent right move toward that cause to be likely an sympathetic of the internationalization procedure of developed corporation in a system bottom globe, that is essential with the intention of be clever to recognize the way to the building of the dealer system is prejudiced.

According to Eriksson & Wiederheim-Paul, (2001), soundness is more often than not alienated the length of two magnitudes: inner as well as outer. Internal validity, from time to time also called to as significance, is connected to the association among a research as well as obtainable hypothesis inside the region at the same time as outside soundness events whether the congregate in sequence is well-matched to authenticity . Through portraying a sensible circumstance, I have demonstrated the significance of unite internationalization theory as well as provide sequence organization. On the other hand, every three organizations give me by means of wide in sequence as well as, in my estimation, pertinent in sequence. I have consequently no cause to consider so as to some of my samples reply dishonestly otherwise intentionally suspended in sequence. Yin (2003) proposed the gather the sequence of confirmation that may augment the soundness of the research. Then I may keep evidences for instance dialogue to add to the soundness.

3.14 GENERALIZATION The technical meaning of the case study is frequently querying in conflict the complexity in creation generalization as of the consequences. In addition, case investigators are self-effacing as well as typically maintain so as to consequences based on container study be supposed to be observed rather carefully as they merely be relevant to the deliberate case. Generalization in addition recognized as outside soundness is the extent of appropriateness to the additional investigation location, (Saunders et al., 2003). According to Yin (2003), by captivating example properly review consequences can be widespread to a better inhabitant other than commerce by means of case study this similarity to sample as well as universe is wrong as they trust so as to consequences of review be dependent on arithmetical generalization while case study depend on logical generality. I agreed to a number of degrees by means of the detractor in addition to my view is so as to my research might not unaccompanied be utilized in addition to widespread to every one other universal corporation through great fraction of the worth sequence outsourced. Lukka, (1995) status that generalization forever assume so as to the prospect usually communicate to the history, that is one more squabble so as to we consider be supposed to be in use into thought, considering that business of todays surroundings is altering quick in addition to that seem to be the realism of nowadays strength not be the realism of tomorrow. It is predominantly factual in favor of the trade surroundings in up-and-coming market, wherever the souk expansion is pressuring business everyone in excess of the globe. This is recommended by Yin (2003) that investigators discussing by means of qualitative study be supposed to attempt to simplify the consequences to the thesis to a certain extent than to another cas 3.15 RELIABILITY Consistency is concerning presentation of a factual as well as pale sight that may simply be forbidden through repetition otherwise repeat the capacity. Saunders et al ., (2003) articulated that, the consistency of the study is whether the events may give way the similar consequences on additional occasion otherwise not, whether may the alike surveillance be arrived at by another spectator otherwise not? Consistency decides the steadiness of the consequences so as to are moderator by more than a few spectator otherwise similar spectator on top of the dissimilar circumstances. According to Davis and Bremner (2006), intended for the good reason of the consistency investigators may do again the similar investigate to observe whether the similar result is established on following circumstances. Yin, (2003) said that the purposes of consistency is to provide declaration so as to, if the similar investigate is complete by means of the similar situations through any additional researcher once more, they be supposed to obtain the similar answer as well as end;

For ensuring the consistency as well as the reliability of my research, I taken on convinced actions for instance: I was there through the interviewing time; I utilized consistent query; as well as I demeanor the interview in a tranquil surroundings by means of enough instance to my removal. With the intention of make stronger the consistency, I go back the experiential section of the study to the samples, consequently they possibly will notify me when there be division that I had got the wrong idea. I got conventional response as of every one informant that not only enhance the consistency of the experiential fabric but also reduce my pressure on the experiential results. 3.16 ETHICAL CONSIDERATIONS Previous to captivating put extra labor moral endorsement is wanted to the investigator. According to Saunders et al., (2007), the appropriateness of a performance of investigator on the topic of the human rights of member in case of individual affected through the study vocation is named ethics of study. It is essential to learn the moral policy demeanor used for study for every investigator. After that the investigator requires to disburse concentration to authorization, carefulness in addition to sample burden. In the study, I will not use the name of the member at every time after that the defense in addition to solitude of the member can be guaranteed. The investigator may not be by means of the forename of the members at whichever end of occasion as well as therefore the defense with the privacy of the samples shall be guaranteed by means of the individual honesty of the investigator.

3.17 LIMITATION To conduct of the research are some limitations. My research is not out of these types of the limitations. The major limitation of the study was the unavailability f the data regarding the topic as well as the respondents are not willing to give the related information. Then the limited time was another limitation of the study. In spite of these limitations I have tried enough for the collection, analyzing and preparing the report to find out the real scenario.

Chapter-4 FINDINGS & ANALYSIS OF THE EMPIRICAL STUDY

4.1 OVERVIEW OF THE EMPIRICAL STUDY This research proposal aims to analyze the role of the information technology in standardization and personalization of a BPO company. To conduct this study I have followed the case study strategy. The chosen case company was the juriscape companies in Ahmadabad, India. I have conducted a qualitative study for this research. The appropriate population consists of the IT managers of the Juriscape legal companies as well as managers of customer companies who are outsourcing. I targeted mangers of the juriscape companies in Ahmadabad, India. The sample size was 20; Where 2 were IT mangers of the Juriscape legal companies Ahmadabad, India and remaining were customer companies who are outsourcing to Juriscape. Random sampling was used to select the sample respondents. Interviews of the respondents were taken through E-mail, and telephone service. After collecting the data, it was scrutinized and analyzed using descriptive statistics. Descriptive statistics such as simple percentage, mean, standard deviation, tabulation etc were used to describe the situation.

4.2 FINDINGS REGARDING THE ROLE AND IMPORTANCE OF IT TO BPO Business unit decision makers involved in the BPO process and surveyed in this market study placed strong emphasis on the importance of the IT solution used by the BPO service provider to the overall success of the BPO effort. On a one-to-five scale, with one being not at all important and five being very important, the average score given to the importance of the BPO service providers IT solution was 4.36. Figure 4.1 detail these rankings using the same one-to-five scale. The BPO service providers ability to use IT is also ranked one to five, with one being not at all well and five being very well. The flexibility of the BPO service providers IT solutions ranked highest in importance among the cited attributes. It was followed closely by the cost efficiency of the solution. The innovation outlook of the BPO service provider ranked last. This highlights both a shorter-term focus by buyers relative to their IT needs from their service providers as well as a realistic/limited perspective on how much a service providers IT solution will enable innovation over time. Given the longer-term nature of any BPO relationship, it is advisable that buyers place more emphasis on this aspect of a service providers IT solution. It is important to note that all capabilities and attributes scored relative highly and close to each other. EquaTerra interprets this as business unit decision makers recognizing the importance of IT to BPO, but lacking certainty or clarity around which IT solution attributes are the most important, or even how to differentiate among them. This highlights that while recognizing the importance of the BPO service providers IT solution is a first step, assessing and differentiating the quality of the IT solution capabilities within and across service providers can prove more challenging.

Figure 4.1: Importance of BPO Service Providers IT Solution 4.3 FINDINGS REGARDING THE KEY BPO SUCCESS FACTORS: Respondents were asked to select the top five factors impacting success and then rank them one to five, with five being the highest/most important. Figure 4 details these rankings. The quality of the service provider was the most frequently cited success factor, selected by over 60 percent of respondents. It was also the highest ranked factor, scoring a 4.9 on the one-to-five ranking scale (with five being the most important). The quality of the BPO service providers IT solution came in second, selected by 54 percent of respondents, and had the third highest ranking score at 3.3. Interestingly, the ability of the service provider to leverage IT scored quite low.

This illustrates a greater focus on the specifics of the IT solution rather than generic BPO service provider IT capabilities. It also shows short-sightedness on behalf of buyers ability to recognize the broad impact IT overall can have on the success or failure of a BPO effort. This was also found in other parts of the survey and interviews. EquaTerra found that buyers were focused very tightly on BPO service provider IT skills, but mostly as they related to the current and preferred IT solution and platform, not IT in general. Particularly strong emphasis was placed on capabilities to support enterprise software and related ERP investments.

Figure: Key BPO Success Factors Most other factors scored in the middle of the pack. These included several very important to outsourcing success, such as cultural fit between the buyer and service provider, developing a collaborative or win-win relationship, transition prowess, and ongoing outsourcing management and governance. While the quality of the BPO service provider is naturally key, the quality of the fit and ongoing relationship and the execution capabilities required for transition and governance often have a greater impact on BPO success. The lowest-ranked factor was the standardizing of the BPO service providers processes and systems. While in many cases extensive standardization is not advisable or viable, a move toward greater standardization can ease BPO complexities, improve costs and service provider margins, and contribute overall to the greater likelihood of BPO success.

4.4 FINDINGS ABOUT HOW THE JURISCAPE LEGAL RESEARCH IS PROVIDING STANDARDIZED AND PERSONALIZED OUTSOURCING SERVICE: Respondents expressed that leading BPO service providers clearly emphasize the quality and capabilities of their underlying IT solutions. They typically do this in the context of profiling their overall offering, rather than separating the IT solution from the business process capabilities it enables. The juriscape legal research is not beyond of them. Additionally, it tends to focus on IT capabilities in the context of their own brand and what it has developed as a semi-proprietary solution. Even when the IT solution is heavily based on third-party commercial software, legal research is inclined to de-emphasize the third-party capabilities at the expense of its own, or what it claims as its own, capabilities. This is to be expected, given that all major competitive

BPO service providers rely, to some degree, on the same underlying commercial IT system and software capabilities. While those platforms vary in their degree of support for BPO efforts, in terms of solution architectures, investments in BPO capabilities, and supporting resources, BPO service providers maintain established business relationships with all ISVs. The juriscape legal research also performs this.

Respondents (managers) also stated that BPO service providers will, in certain situations, stress their IT capabilities around specific commercial offerings. This typically occurs when the BPO buyer has already heavily invested in a commercial solution, particularly ERP, and makes clear its desire to continue to use that platform in the BPO effort. Here, the service provider recognizes it is in its best interest to illustrate strengths around that preferred platform, because its capabilities are often key pre-qualifying criteria for inclusion on the buyers shortlist. The credentials cited by the BPO service provider are around systems integration - deploy, integrate and manage the platform - more so than how the platform improves the competitiveness of the overall BPO solution.

4.5 FINDINGS ABOUT HOW THE JURISCAPE LEGAL RESEARCH CAN IMPROVE ITS SERVICE QUALITY BY TECHNOLOGY: The success of the BPO is dependent on the ability of the service for providing a quality service beyond the customers expectations of the outsourcing firms. The technology can increase the value of the BPO and can influence the BPO through ensuring the innovations, integrations, automations and the value of the standardizations etc. however all of the things discussed here minimized the impact and the duration of the transition that will facilitates to enhance the benefit until having reached the highest levels and the operations and the streamline. The risk associated with the customs code can also be reduced by this. Thus the customer satisfaction and the quality level are raised by this in the crucial initial phase of this system. Standardization The respondents (managers) reply that by affecting the eligibility of the standardization the impact of the technology in the activities of the BPO service providers can be ensured. However without having any standardized technology the providers may not launch any new strategy the eternal power of the activities standardizations that might allow for the individualization. With a view to satisfying the county specific dissimilarities and the requirements the technology might accommodates the exceptions that is concerned with the language or other localization factors for the clients of the BPO. So the allowance of the permission to the company to incorporate the standardized process exclusion system throughout all over the different countries, divisions and unit is very important in these aspects. They agree that to maintain the balance between the standardization and the personalization the perfect technology helps the firms. The balance between the standardization and the personalization mainly involves the creation of the capacity of the capacity for designing the process that will suit the clients specificities along with maintaining the level of the standardization that will enable the long term sustainable advantages for both the clients and the providers. The higher reliability of responsiveness and conformance can be ensured by the standardization by reducing the complexity of the operations.

Integration To integrate the process altogether the standard interfaces and the open standards are built. To enable the consistency is not only the objective rather the ensuring of the glue of a series are also important. Taking the help of the technology the consolidation of the candidates information which is gathered from different sources becomes possible. To create a better integrated environment the ensuring of the complying with the industry standard practice, following the standard practice and the applications of the standard practice are important. It is allowed that the use of the software generic templates interfaces with the very small configuration is changing rather not only reducing the custom code requirement. However the coordination between the different processes of the outsourced process is considered to be tight, neat and easy and the house process retained and the integration are also same. Such kind of support is provided by the evolving technology. The interoperable interfaces are mainly promoted by the business software promoters and the BPO promoters. However the industry moves toward the web based services and the Service Oriented Architectural (SOA) into offering the solutions. On the other hand the supporting of the standardized technologies such as the BPEL (Business Process Execution Language) is also important in this regard. For building the HR related data exchanges this consortium is facilitating to build the XML specification to ensure the automation of the e-business. The meaning of the smoother systems interfaces and the integrated business process are meant by this which mainly leads the perfect integration of the performance view and the more effective strategies and the better business decision are also meant by this. The overall benchmarks are being more and more rapid, feasible and efficient by following these common standards. The most effective data, storage of information are provided by the integrated systems and it will improve the reliability and the efficiency and the effectiveness of the service. The firms here generally hold no different accounts of the employees addresses or the any types of the bank accounts. The technology in this firms facilitates the clients a great deal of access to the huge information regarding services provided by the firms and allows the customers to know and download information from the websites which is facilitate by the BPO providers. Ensuring the matching by the collective candidates pools the availability of the candidates sometimes will result into the hiring of the candidates without considering the positions rather based on the only skill. However all the systems followed serves the BPO clients with the enriched qualified new hire and ultimately raises the quality of the hired candidates. The potential information and the resource utilizations are mainly developed and created by the technology. The systems through which the service providers may provide the integrated systems under which the process of the clients will run are mainly linked with the quality of the BPO. Automation By implementing the automation systems the technology help the control mechanisms and it will make the strengths more authentic. Ensuring the more enriched quality and the process of new hire the automations in firms facilitates to decrease cost and enhances the efficiency and effectiveness. The quality of BPO service perceived by the buyers is increased by the automation of the work flows. The job candidates are becoming more interested in organizations having the automated system in the work flow management. By using automation the inefficient batch process are converted into the real time flows by synchronizing the total workflows automation. By ensuring the real time information through the streamlines data routing thus the speed of decision making becomes more and more efficient. The overall pictures of the process activities become more transparent and visible so the better management and the measures of the quality become more and more clear and transparent. The HR recruitment process mainly use the other facilitating example for the advancement in the in the management of the work force and the techniques of the self applications. However the works flow of the employees is mainly conducted by the use of the technological use of the

automation. To maintain the process steps the technology facilitates the allowance of the remainders and then sent the streamline automatically. The LMS (learning management system) in case of the outsourced learning process are facilitated by the emergence of the new technology tools because the work of retaining the employees, evaluating and training them are being more and more concentrated in the corporate strategic management. The desperate learning sources are provided by the users with the single point of access; the functionality of the design management and the learning of the assessment that enables the HRD (human resource development). The reliability and the quality of the process are improved by the accuracy of the process. Innovation The technological improvement and development such the emergence of the using internet tools is the major drivers for innovation and the adoption directly. Although the technology facilitates the techniques of the self service the practices of the business may also result into process innovation. The major creators of the competitive advantages such as the better visibility, mining of information, data analysis after collection and constructing of the artificial intelligent are also promoted by the use of the technology. The HR management innovations are applied and created named as the blogs that used as a marketing recruitment in the trends of sharing candidates of the information. The RSS (really simple syndication) are used as the innovative technology to advertize the potential candidates of the vacancies. The innovations will lead to the top level of the quality being facilitated with the innovations. The operational efficiency is facilitated by the newly created innovations. It ensures the adoptions of the changing patterns throughout the high level of person and the configuration of the views are also ensured. The innovation facilitated by the technology helps the firms to select and recruit the candidates more effectively and efficiently. The use of the Wiki-web technology enhancing the quality of the data support and management of the knowledge also enhanced the speed of the work flows in the organizations.

The voice recognition technologies and the IVR (interactive voice responses) are the examples of the technological advances. By adding the human dialogue the reliability of the contract may facilitate the increase the reliability very dramatically ensuring the financial gains in the IVR. The recruitment process of the HRR recruitment innovative practices improves the quality of the total system of the recruitment. The extraction techniques of the garners which is powered by the Brass Ring recruitment for extracting the job candidates information from the files uploaded into the field of the structures eliminates the requirement of the internal entry of the data and it is associated with the errors of the data. By ensuring the intelligent matching with the vacancies requirements regarding information of the candidates skills the BPO provides the techniques of the data mining for automating the primary screening process. As other examples of the automation and the innovation this is used for ensuring the efficiency and the effectiveness. Based on the historical data of the HR the HRRP suppliers provide the process of the business modeling and analytical predictive analysis. By using the tools for comparing the results to form the budget and making plan about the forecasted budget the predictive analysis, planning tools and the modeling allows the firms to analyze the influence of the tactical decisions. The flexibility is increased by using the innovative tools in and HR context. For that the managers become able to utilize the requirement of the term schedules and it is ensured that the work is matched with the hiring demands at the time of new products campaigns and the marketing initiatives. The companies by using these innovations can analyze the possible scenarios and the possible outcomes for making better decisions for the betterment of the firms.

CHAPTER-5 CONCLUSION & RECOMMENDATION

5.1 SUMMARY OF THE STUDY In the Business Process Outsourcing (BPO) India become one of the prevailed destinations by means of the steam of the achievement. The utterance that one might merely lisp in the starting of the century has turn out to be the nearly all marked as well as required following the word. Making income, development employees, inspiring the livelihood standard, an everlasting inventory of opportunity merely showcase an occurrence that is not a smaller amount than the rebirth for our Indian market. A lot of researcher encompass talk concerning BPOs in the workings, decorated its ability as cash creation division, showcased its destiny of lofty worker yield, sketch out its strength, weakness, opportunity as well as intimidation, in addition to as well chalked out its dynamism of human resources. This research proposal aims to analyze the role of the information technology in standardization and personalization of a BPO company. To conduct this study I have followed the case study strategy. The chosen case company was the juriscape companies in Ahmadabad, India. I have conducted a qualitative study for this research. The appropriate population consists of the IT managers of the Juriscape legal companies as well as managers of customer companies who are outsourcing. I targeted mangers of the juriscape companies in Ahmadabad, India. The sample size was 20; Where 2 were IT mangers of the Juriscape legal companies Ahmadabad, India and remaining were customer companies who are outsourcing to Juriscape. Random sampling was used to select the sample respondents. Interviews of the respondents were taken through E-mail, and telephone service. After collecting the data, it was scrutinized and analyzed using descriptive statistics. Descriptive statistics such as simple percentage, mean, standard deviation, tabulation etc were used to describe the situation.

5.2CONCLUSION Business process outsourcing (BPO) is typically viewed as the name implies as a business initiative. Buyers must clearly understand the enabling and debilitating impacts that the chosen providers IT environment, as well as their own current and IT environment, will have on their BPO efforts. The BPO sourcing process must thoroughly assess the capabilities of candidate service providers IT solutions. And BPO decision makers and stakeholders must ensure they personally possess or have access to the adequate skills, experience and knowledge to manage

the IT dimensions of their BPO efforts. The current- and future state IT environment is a critical area organizations must evaluate when assessing BPO opportunities. It has been found that Business unit decision makers involved in the BPO process place strong emphasis on the importance of the IT solution used by the BPO service provider to the overall success of the BPO effort. On a one-to-five scale, with one being not at all important and five being very important, the average score given to the importance of the BPO service providers IT solution was 4.36. The BPO service providers ability to use IT is also ranked one to five, with one being not at all well and five being very well. The flexibility of the BPO service providers IT solutions ranked highest in importance among the cited attributes. It was followed closely by the cost efficiency of the solution. The innovation outlook of the BPO service provider ranked last. This highlights both a shorter-term focus by buyers relative to their IT needs from their service providers as well as a realistic/limited perspective on how much a service providers IT solution will enable innovation over time. Given the longer-term nature of any BPO relationship, it is advisable that buyers place more emphasis on this aspect of a service providers IT solution.

Regarding the Key BPO Success Factors it has been found that The quality of the service provider was the most frequently cited success factor, selected by over 60 percent of respondents. It was also the highest ranked factor, scoring a 4.9 on the one-to-five ranking scale (with five being the most important). The quality of the BPO service providers IT solution came in second, selected by 54 percent of respondents, and had the third highest ranking score at 3.3. Interestingly, the ability of the service provider to leverage IT scored quite low. The lowest-ranked factor was the standardizing of the BPO service providers processes and systems. While in many cases extensive standardization is not advisable or viable, a move toward greater standardization can ease BPO complexities, improve costs and service provider margins, and contribute overall to the greater likelihood of BPO success.

Regarding the question, how the juriscape legal research is providing standardized and personalized outsourcing service it has been found that BPO service providers clearly emphasize the quality and capabilities of their underlying IT solutions. They typically do this in the context of profiling their overall offering, rather than separating the IT solution from the business process capabilities it enables. The juriscape legal research is not beyond of them. it tends to focus on IT capabilities in the context of their own brand and what it has developed as a semi-proprietary solution. Even when the IT solution is heavily based on third-party commercial software, legal research is inclined to de-emphasize the third-party capabilities at the expense of its own, or what it claims as its own, capabilities. This is to be expected, given that all major competitive BPO service providers rely, to some degree, on the same underlying commercial IT system and software capabilities. While those platforms vary in their degree of support for BPO efforts, in terms of solution architectures, investments in BPO capabilities, and supporting resources, BPO service providers maintain established business relationships with all ISVs. The juriscape legal research also performs this.

Regarding how the juriscape legal research can improve its service quality by technology it has been found that by affecting the eligibility of the standardization the impact of the technology in the activities of the BPO service providers can be ensured. However without having any standardized technology the providers may not launch any new strategy the eternal power of the activities standardizations that might allow for the individualization. The success of the BPO is dependent on the ability of the service for providing a quality service beyond the customers expectations of the outsourcing firms. The technology can increase the value of the BPO and can influence the BPO through ensuring the innovations, integrations, automations and the value of the standardizations etc. to maintain the balance between the standardization and the personalization the perfect technology helps the firms. The balance between the standardization

and the personalization mainly involves the creation of the capacity of the capacity for designing the process that will suit the clients specificities along with maintaining the level of the standardization that will enable the long term sustainable advantages for both the clients and the providers. The higher reliability of responsiveness and conformance can be ensured by the standardization by reducing the complexity of the operations. The potential information and the resource utilizations are mainly developed and created by the technology. The systems through which the service providers may provide the integrated systems under which the process of the clients will run are mainly linked with the quality of the BPO. By implementing the automation systems the technology help the control mechanisms and it makes the strengths more authentic. Ensuring the more enriched quality and the process of new hire the automations in firms facilitates to decrease cost and enhances the efficiency and effectiveness. The quality of BPO service perceived by the buyers is increased by the automation of the work flows. The job candidates are becoming more interested in organizations having the automated system in the work flow management. The technological improvement and development such the emergence of the using internet tools is the major drivers for innovation and the adoption directly. The voice recognition technologies and the IVR (interactive voice responses) are the examples of the technological advances. By adding the human dialogue the reliability of the contract may facilitate the increase the reliability very dramatically ensuring the financial gains in the IVR.

Finally, Business unit BPO decisions makers continue to increasingly recognize the importance of IT to BPO success. While the recognition is strong, how to act on this belief is less clear. Business unit decision makers often do not have the depth of knowledge to truly define IT solution needs and assess the capabilities of different BPO service provider solution options. Ideally, the IT group and external IT subject matter experts can fill the gap and provide this IT knowledge and additional insights. BPO buyers are strongly urged to incorporate IT into the BPO decision-making process. They must do so in a way that provides meaningful insights and assessments into BPO IT solution options, and realistically assess the positive and negative impacts IT will have on the overall BPO business case and timeframe.

5.3 RECOMMENDATION It is laudable that key BPO business unit decision makers recognize the value and importance of IT to BPO. The depth and strength of this conviction has become more evident over the life of this market study. What matters most, however, is how buyers actually account for IT solution options in the BPO sourcing and solution design process. It is juriscapes position that business unit BPO buyers should always strive to include the IT group in the BPO planning and execution process, although its level of involvement will vary depending on the stage of the process. This involvement implies that the IT group has the credentials and ambition to support the BPO effort. This is the classic IT challenge. The IT group must take the initiative to show it has the capabilities to translate the IT dimensions of a BPO solution into measurable attributes that buyers can assess as part of the overall BPO processes. Examples of how this comes into play include how migration to a new IT solution impacts the timing and cost of a BPO transition, and the anticipated costs and timeframe for that migration. It could also involve deciphering whether the proposed BPO solution can deliver the performance levels predicted after the IT solution has been implemented. If the BPO business unit decision makers truly feel their IT group cannot

provide the needed support, or the IT group does not step up to the challenge, then buyers must seek external IT subject matter expertise. Going without it is not advisable. There are a variety of potential sources for this expertise. Some leading enterprise software vendors, for example, have deployed groups to scrutinize define and assess the capabilities of their platforms as components of BPO solutions. Buyers are well served to tap into these groups. When seeking advice on IT solution options from BPO service providers, buyers should focus closely on how the IT solutions will perform when they are integrated into the retained IT environment. It is critical to ensure the IT solutions fit the needs of all business functions and processes being supported. When seeking advice on BPO IT solutions from both enterprise software vendors and BPO service providers, buyers must exercise caution and filter the inherent bias and vested interests of both constituents. Based on the functions and processes being outsourced, buyers must also define and then assess the most critical and relevant aspects of the IT solution. A straightforward payroll outsourcing effort, for example, requires a less complex IT solution for transaction processing. It will likely require much more complex capabilities, however, to integrate the many buyer-retained IT applications with which payroll interfaces. In this case, IT middleware and integration capabilities are key. If the buyer chooses to have the BPO service provider maintain and manage its legacy customized business process models, and not adopt the service provider processes and models, having a flexible IT solution that support the models is crucial. Here, ease of configuration capabilities is key. The point is to match the more granular IT solution capabilities to the specific needs of the BPO solution and not view IT solutions generically.

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Appendix

1. Name and current position in the company?

2. Current responsibilities?

3. Your history at the company?

4. How would you define outsourcing?

5. What are the main benefits and main weaknesses of outsourcing?

6. How the juriscape legal research is providing standardized and personalized outsourcing service?

7. How the juriscape legal research can improve its service quality by Technology?

8. How important technology and IT is for Company the juriscape legal research? How it is utilized?

9. Please rank the following items using a one-to-five scale, with one being not at all important and five being very important,

Overall importance Rank Flexibility to adapt to our process specificities Cost efficiency (so that provider can pass on additional savings to the buyer)

Ease of use for end-users (e.g., via selfservice tools, strong reporting) Flexibility to accommodate future scope changes (e.g., geographic expansion, new or changing processes) Integration with retained IT solutions Reputation and viability of the respective software provider Ease of migration to another provider or back in-house Innovation outlook (i.e., provider will, over time, make new services or delivery methods available)

10. Please rank following factors using a one-to-five scale, with one being not at all important and five being very important, Success factors Quality of SP Quality of SPs IT solution Quality of contract/SLA SO meeting cost reduction goals Sourcing process Collaborative relationship Cultural fit between client/SP SP ability process 1mp. Goals Outsourcing management Transition process SP ability to leverage IT Meeting compliance requirement Buyer standardization Rank