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Introduction to the Project

Introduction to the Project. KICC, Lenana Room – 10 th Sep, 2008 Prof. Timothy M. Waema. Agenda. Definitions Overall objective Specific objectives Scope Methodology Research outcomes Research team Collaborators Funding. 1. Definitions.

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Introduction to the Project

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  1. Introduction to the Project KICC, Lenana Room – 10th Sep, 2008 Prof. Timothy M. Waema

  2. Agenda • Definitions • Overall objective • Specific objectives • Scope • Methodology • Research outcomes • Research team • Collaborators • Funding BPO Critical Success Factors

  3. 1. Definitions • Outsourcing - an arrangement in which a firm provides services for another firm that could also be or usually have been provided in-house - usually non-core services to reduce costs, deal with competition, increase flexibility, etc. • BPO - the delegation of one or more business processes to an external provider that in turn owns, administers and manages the selected process based on defined and measurable performance criteria BPO Critical Success Factors

  4. Offshore outsourcing – vendor is outside the country of the client • Onshore outsourcing - vendor in the same country as the client • BPO sectors – The following are key BPO sectors: • Data processing e.g. entry services, data transcription services (Medical, Legal, Finance, etc.) • Knowledge processing e.g. software development, accounting, etc. • Call Centres • Contact Centres (combination of data entry, data transcription and call centre activities) BPO Critical Success Factors

  5. 2. Overall objective • To undertake comprehensive research in the business process outsourcing (BPO) sub-sector in pioneer, emerging and mature markets in order to provide evidence and a deeper understanding of the imperatives for success in this industry to better inform Kenya’s policy decisions and investment choices. BPO Critical Success Factors

  6. 3. Specific objectives • To provide empirical evidence and recommendations to inform the development of BPO legislation, policy and strategy • To identify the critical success factors that underlie BPO industries in developing countries (in pioneer, emerging and mature markets) • To examine and provide comprehensive case studies of eight countries representing pioneer, emerging and mature BPO markets BPO Critical Success Factors

  7. To provide a deeper understanding of youth employment and gender issues within the BPO sector in pioneer, emerging and mature markets • To increase the level of awareness and input among key stakeholders through interactive dialogue on key BPO issues within the Kenyan context • To contribute to knowledge in this emerging area through publication and dissemination of a book BPO Critical Success Factors

  8. 4. Scope • 8 countries classified under 4 categories: • BPO clients: U.S.A., U.K. (3 BPO clients each) • Pioneer BPO services: Kenya & Ghana (3 companies & 1 BPO client each) • Emerging BPO services: South Africa & Egypt (3 companies & 1 BPO client each) • Mature BPO Services: India & Mauritius (3 companies & 1 BPO client each) BPO Critical Success Factors

  9. BPO Associations: • USA – International Association of Outsourcing Professionals (IAOP) • India - Regional Asian BPO Association • UK – National Outsourcing Association (NOA) • Kenya - Business Process Outsourcing and Call Centres Association (BPOCCA) • South Africa - Business Processing enabling SA (BPeSA) BPO Critical Success Factors

  10. 5. Methodology • Case study, involving: • Desk research on the Internet • Review of existing documents • Key informant interviews. These people have been identified through contacts we have, Embassies and Internet • Structured questionnaire for youth and women working in the BPO companies BPO Critical Success Factors

  11. 6. Research outcomes • Comprehensive case study for each country researched • A framework describing the CSFs of defined types of BPO company in pioneer, emerging and mature BPO industries • A discussion on critical BPO issues on KICTANET list • Targeted dissemination of policy implications of the findings to key legislators & policymakers • Increased awareness of the critical success factors of BPO industry among industry stakeholders • Publication and dissemination of the research findings BPO Critical Success Factors

  12. 7. Research team • Timothy Mwololo Waema, University of Nairobi (Team Leader) • Gilda Odera, Skyweb-Evans Company Ltd & KBPOCCS • Catherine N. A. Adeya-Weya, ATPS • Peres Were, Cascade Global & KBPOCCS • Euphraith Muthoni Masinde, University of Nairobi • Christopher Chepken, University of Nairobi • Eunice Kariuki, ICT Board • Munyiva Ngea (Project Assistant & DB Programmer) BPO Critical Success Factors

  13. 8. Collaborators • Kenya ICT Board • Ministry of Information and Communication • Export Processing Zones Authority, Kenya • Vision 2030 Secretariat • Kenya BPO and Contact Centre Society • KICTANET BPO Critical Success Factors

  14. 9. Funding • IDRC • University of Nairobi • Kenya ICT Board • Communications Commission of Kenya BPO Critical Success Factors

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