Business process outsourcing relationships in Swiss banking: an exploratory study
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Göttingen
Cuvillier
2007
|
| Edition: | 1. Aufl. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Literaturverz. S. 102 - 114 |
| Physical Description: | IX, 119 S. Ill., graph. Darst. 21 cm |
| ISBN: | 9783867273640 3867273642 |
Staff View
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Record in the Search Index
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| adam_text | Table of Contents
Chapter 1: Introduction 1
Chapter 2: Literature Review 3
Overview and Definitions in Outsourcing 3
Definition of Outsourcing 4
Timeline in Outsourcing 7
Location Terms in Outsourcing 11
Working Fields in Outsourcing 13
Strategy / Ownership 19
Summary of section 20
Outsourcing Life Cycle 20
Stage 1: Decision-Making / Evaluation 21
Stage 2: Contracting 24
Stage 3: Relationship 32
Stage 4: Renewal / Closing 45
Summary of Chapter and identification of gaps in the literature 46
Research Question(s) 48
Chapter 3: Methodology and Design 50
Background and objectives 50
Initial Conceptual Framework 51
Research Paradigm 52
Research Methodology / Methods 53
Qualitative Research 54
Semi-structured interviews 56
Pilot study 56
Selection of Participants 56
Research Participants 57
Validity and reliability 57
Data Collecting 58
Data Analysis 59
Summary of Chapter 61
Chapter 4: Analysis and Results 62
Peculiarities of participants 62
Communication skills 62
Interviewees Attributes 62
Contract, SLA 65
Access to SLA 65
Duration of the firm s contract(s) 67
Items which the SLA contains 68
Regular meetings 70
How often have the SLAs been adjusted/clarified 71
Major problems raised by the participants 74
(a) Communication 74
(b) Competence and Responsibility 77
(c) Measurement 78
(d) Know how 81
(e) Quality 84
Problems with outsourcing 86
Culture 86
In general and recommendations 88
New products or processes under the existing SLA 90
Overall satisfaction 91
Chapter S: Conclusion and Recommendations 94
Answers to Research Questions 94
Components in existing BPO contracts 94
BPO contracts for commodity processes and customised processes 95
Duration of BPO contracts 95
Terminology in BPO contracts 95
Management of service 95
Adjustments of BPO contracts 97
Competencies and responsibilities for service 97
Management of implementations and new products 97
Overall satisfaction with service 97
Recommendations for Practice 98
Decision Making / Evaluation 98
Contracting 99
Managing the relationship 100
Contribution to the Body of Knowledge 100
Limitations of this study and Suggestions for Further Research 101
References 102
Appendix 1 Definition of Outsourcing 115
Appendix 2a Questions - Semi-Structured Interview 116
Appendix 2b Fragen - Halb strukturiertes Interview 117
Appendix 3 Index of Overall Findings 118
List of Figures
Figure 1: Literature Review Segmentation................................................................3
Figure 2: From Time Sharing to Offshoring adapted (EBS, 2005b).........................9
Figure 3: Sourcing locations....................................................................................12
Figure 4: Working field (diagram draws on Lacity and Hirschheim, 1993;
Hakopa, 1999; Nag, 2004)...............................................................13
Figure 5: Strategy/ Ownership (Bendor-Samuel, 2001)..........................................19
Figure 6: The Outsourcing Life Cycle (developed by the author)...........................20
Figure 7: The Cullen, Seddon ITO Portfolio Configuration model......................26
Figure 8: The Kern Model of Outsourcing Relationship.........................................36
Figure 9: The Alborz, Seddon and Scheepers Model of Outsourcing
Relationship......................................................................................37
Figure 10: Adopted concept of pre-understanding (Gummesson, 1991).................51
Figure 11: The general logic of exploratory study (Routio, 2004)..........................52
Figure 12: Transcribed interviews in Nvivo............................................................59
Figure 13: Nodes in NVivo......................................................................................61
List of Tables
Table 1: Adapted from BPO Basics - Elements of Business Process
Outsourcing (EBS, 2005a)...............................................................17
Table 2: Activities Outsourced adopted from (BCBS, 2005, p. 5)..........................18
Table 3: Reasons for outsourcing (BCBS, 2005, p. 6).............................................22
Table 4: Main findings from outsourcing research adapted from Kern and
Willcocks (2002, p. 5).....................................................................34
Table 5: Risks in outsourcing (adopted from BCBS, 2005, p. 11-12).....................41
Table 6: Checklist for qualitative study adapted from Merson and Harrill (1998).. 55
Table 7: Interviewees Attributes.............................................................................63
Table 8: Duration of contract(s)...............................................................................68
Table 9: Secondary Interview Questions...............................................................116
|
| adam_txt |
Table of Contents
Chapter 1: Introduction 1
Chapter 2: Literature Review 3
Overview and Definitions in Outsourcing 3
Definition of Outsourcing 4
Timeline in Outsourcing 7
Location Terms in Outsourcing 11
Working Fields in Outsourcing 13
Strategy / Ownership 19
Summary of section 20
Outsourcing Life Cycle 20
Stage 1: Decision-Making / Evaluation 21
Stage 2: Contracting 24
Stage 3: Relationship 32
Stage 4: Renewal / Closing 45
Summary of Chapter and identification of gaps in the literature 46
Research Question(s) 48
Chapter 3: Methodology and Design 50
Background and objectives 50
Initial Conceptual Framework 51
Research Paradigm 52
Research Methodology / Methods 53
Qualitative Research 54
Semi-structured interviews 56
Pilot study 56
Selection of Participants 56
Research Participants 57
Validity and reliability 57
Data Collecting 58
Data Analysis 59
Summary of Chapter 61
Chapter 4: Analysis and Results 62
Peculiarities of participants 62
Communication skills 62
Interviewees' Attributes 62
Contract, SLA 65
Access to SLA 65
Duration of the firm's contract(s) 67
Items which the SLA contains 68
Regular meetings 70
How often have the SLAs been adjusted/clarified 71
Major problems raised by the participants 74
(a) Communication 74
(b) Competence and Responsibility 77
(c) Measurement 78
(d) Know how 81
(e) Quality 84
Problems with outsourcing 86
Culture 86
In general and recommendations 88
New products or processes under the existing SLA 90
Overall satisfaction 91
Chapter S: Conclusion and Recommendations 94
Answers to Research Questions 94
Components in existing BPO contracts 94
BPO contracts for commodity processes and customised processes 95
Duration of BPO contracts 95
Terminology in BPO contracts 95
Management of service 95
Adjustments of BPO contracts 97
Competencies and responsibilities for service 97
Management of implementations and new products 97
Overall satisfaction with service 97
Recommendations for Practice 98
Decision Making / Evaluation 98
Contracting 99
Managing the relationship 100
Contribution to the Body of Knowledge 100
Limitations of this study and Suggestions for Further Research 101
References 102
Appendix 1 Definition of Outsourcing 115
Appendix 2a Questions - Semi-Structured Interview 116
Appendix 2b Fragen - Halb strukturiertes Interview 117
Appendix 3 Index of Overall Findings 118
List of Figures
Figure 1: Literature Review Segmentation.3
Figure 2: From Time Sharing to Offshoring adapted (EBS, 2005b).9
Figure 3: Sourcing locations.12
Figure 4: Working field (diagram draws on Lacity and Hirschheim, 1993;
Hakopa, 1999; Nag, 2004).13
Figure 5: Strategy/ Ownership (Bendor-Samuel, 2001).19
Figure 6: The Outsourcing Life Cycle (developed by the author).20
Figure 7: The Cullen, Seddon ITO Portfolio 'Configuration' model.26
Figure 8: The Kern Model of Outsourcing Relationship.36
Figure 9: The Alborz, Seddon and Scheepers Model of Outsourcing
Relationship.37
Figure 10: Adopted concept of pre-understanding (Gummesson, 1991).51
Figure 11: The general logic of exploratory study (Routio, 2004).52
Figure 12: Transcribed interviews in Nvivo.59
Figure 13: Nodes in NVivo.61
List of Tables
Table 1: Adapted from BPO Basics - Elements of Business Process
Outsourcing (EBS, 2005a).17
Table 2: Activities Outsourced adopted from (BCBS, 2005, p. 5).18
Table 3: Reasons for outsourcing (BCBS, 2005, p. 6).22
Table 4: Main findings from outsourcing research adapted from Kern and
Willcocks (2002, p. 5).34
Table 5: Risks in outsourcing (adopted from BCBS, 2005, p. 11-12).41
Table 6: Checklist for qualitative study adapted from Merson and Harrill (1998). 55
Table 7: Interviewees' Attributes.63
Table 8: Duration of contract(s).68
Table 9: Secondary Interview Questions.116 |
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| dewey-ones | 332 - Financial economics |
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| dewey-sort | 3332.10684 |
| dewey-tens | 330 - Economics |
| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| edition | 1. Aufl. |
| format | Book |
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| geographic | Schweiz (DE-588)4053881-3 gnd |
| geographic_facet | Schweiz |
| id | DE-604.BV035048390 |
| illustrated | Illustrated |
| index_date | 2024-07-02T21:55:38Z |
| indexdate | 2024-07-09T21:21:01Z |
| institution | BVB |
| isbn | 9783867273640 3867273642 |
| language | English |
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| owner_facet | DE-1047 |
| physical | IX, 119 S. Ill., graph. Darst. 21 cm |
| publishDate | 2007 |
| publishDateSearch | 2007 |
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| publisher | Cuvillier |
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| spelling | Seidl, Roman Verfasser aut Business process outsourcing relationships in Swiss banking an exploratory study Roman Seidl 1. Aufl. Göttingen Cuvillier 2007 IX, 119 S. Ill., graph. Darst. 21 cm txt rdacontent n rdamedia nc rdacarrier Literaturverz. S. 102 - 114 Bank (DE-588)4004436-1 gnd rswk-swf Outsourcing (DE-588)4127582-2 gnd rswk-swf Schweiz (DE-588)4053881-3 gnd rswk-swf Schweiz (DE-588)4053881-3 g Bank (DE-588)4004436-1 s Outsourcing (DE-588)4127582-2 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016717108&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 11 |
| spellingShingle | Seidl, Roman Business process outsourcing relationships in Swiss banking an exploratory study Bank (DE-588)4004436-1 gnd Outsourcing (DE-588)4127582-2 gnd |
| subject_GND | (DE-588)4004436-1 (DE-588)4127582-2 (DE-588)4053881-3 |
| title | Business process outsourcing relationships in Swiss banking an exploratory study |
| title_auth | Business process outsourcing relationships in Swiss banking an exploratory study |
| title_exact_search | Business process outsourcing relationships in Swiss banking an exploratory study |
| title_exact_search_txtP | Business process outsourcing relationships in Swiss banking an exploratory study |
| title_full | Business process outsourcing relationships in Swiss banking an exploratory study Roman Seidl |
| title_fullStr | Business process outsourcing relationships in Swiss banking an exploratory study Roman Seidl |
| title_full_unstemmed | Business process outsourcing relationships in Swiss banking an exploratory study Roman Seidl |
| title_short | Business process outsourcing relationships in Swiss banking |
| title_sort | business process outsourcing relationships in swiss banking an exploratory study |
| title_sub | an exploratory study |
| topic | Bank (DE-588)4004436-1 gnd Outsourcing (DE-588)4127582-2 gnd |
| topic_facet | Bank Outsourcing Schweiz |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016717108&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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