Knowledge process outsourcing in India

[German title: Ausgliederung von Wissensprozessen in Indien]

Operations Management
Indian BPO Firms Step Out of the Back Office, toward Knowledge Process Outsourcing and Beyond
Knowledge@Wharton, February 15, 2007

Abstract: At every juncture in the Indian outsourcing industry’s growth curve, its players seem to be discovering a changing array of new frontiers, beyond merely scaling up in their familiar territories. Interviews with experts from Wharton, Boston Consulting Group and outsourcing companies reveal that the industry is moving well beyond transaction-intensive services like call-center support or check processing, and now seems to have achieved critical mass in its quest to provide knowledge process outsourcing (KPO) services — where skills, judgment and discretion are the tools.

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