Title: Business Process Modelling as a synchronisation tool: improving client-provider communication in a context of service outsourcing

Authors: Teresa Sanchez Chaparro, Alfonso Duran Heras, Víctor Gomez Frias

Addresses: Universidad Carlos III de Madrid, Avenida de la uni, 28912, Leganes, Madrid, Spain. ' Universidad Carlos III de Madrid, Avenida de la uni, 28912, Leganes, Madrid, Spain. ' Universidad Carlos III de Madrid, Avenida de la uni, 28912, Leganes, Madrid, Spain

Abstract: This paper shows how Business Process Modelling (BPM) can be used as a powerful tool for improving provider–client communication in a context of service outsourcing. The objective of this approach is to reduce some of the inefficiencies and disturbances that occur in situations of organisational decoupling (outsourcing), geographical decoupling (offshoring) or both (offshore outsourcing). The findings discussed in this paper are especially relevant to situations of offshore outsourcing in which communications problems are augmented by cultural differences and geographical distance. The experience reported is part of a six months| action-research project that was carried out by the University Carlos III of Madrid|s Engineering Management Group in one of the leading callcentre companies in Spain.

Keywords: offshore outsourcing; BPM; business process modelling; call centres; communication improvement; service outsourcing; offshoring; Spain.

DOI: 10.1504/IJITM.2009.024803

International Journal of Information Technology and Management, 2009 Vol.8 No.4, pp.412 - 428

Available online: 01 May 2009 *

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