An exploratory study on the factors affecting BPO (Business Process Outsourcing) performance of domestic firms: Focused on knowledge intensity and degree of informatization of business process

With the increase in global competition and the reduction of the lifecycle of business process, most leading companies begin to adopt BPO (Business Process Outsourcing), by outsourcing the whole or part of their business process to external service providers and focusing on their core capability, in order to enhance their core competency. In adopting BPO, it is an important decision-making issue that which part of process should be outsourced. So identifying core/non-core process among the business processes is a prerequisite for managing corporate capability and performance of outsourcing. In this study, by focusing on knowledge intensity and degree of informatization of the business process that are important factors in adopting BPO, we have analyzed the current status of BPO adoption of domestic firms and proposed several guidelines for adopting BPO.