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Improving Quality in Business Process Outsourcing through technology Hongyan Li CORAL, Department of Business Studies, Aarhus School of Business , Aarhus V 8210, Denmark, Joern Meissner*. Department of Management Science, Lancaster University Management School, Lancaster LA1 4YX, UK, Sufficient evidence shows that Business Process Outsourcing (BPO) is growing rapidly. Technological and communica- tion advances help realize the wide-spread adoption of BPO, due to their Quality and cost improvements. technology applied in BPO through the adopted software, applications and platform has a substantial long-term impact on the whole Process , affecting the Quality , cost and associated risks of the operation of outsourced activities. In a previous SAP white paper, the impact of technology to cost has been addressed.
4 Hongyan Li and Joern Meissner: Improving Quality in Business Process Outsourcing through Technology Figure 1 Technology-driven customer quality framework for BPO Assurance/Empathy 2. Quality framework in BPO 2.1. Related research on service quality
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