Improving Understanding of the Competencies Required of Business Process Outsourcing (BPO) Suppliers: The Case of Customer Management Services in Australia.
Mark BormanPublished in: AMCIS (2005)
Keyphrases
- business process
- business processes
- business requirements
- virtual organization
- business process management
- web services
- service oriented architecture
- product information
- ws bpel
- workflow technology
- business users
- workflow management systems
- business process modeling
- workflow management
- process model
- business rules
- project management
- inter organizational
- customer service
- case study
- process management
- customer relationship management
- service platform
- reference architecture
- service providers
- business process models
- knowledge management
- workflow model
- information systems
- information management
- service oriented
- electronic commerce
- service level agreements
- private cloud
- competitive advantage
- service quality
- workflow engine
- customer data
- call center
- supplier selection
- customer behavior
- workflow systems
- customer satisfaction
- service composition
- software systems
- supply chain
- decision making