دانلود رایگان مقاله انگلیسی تاثیرات خطرات در اجرای پروژه های برون سپاری فرآیند کسب و کار: قابلیت های مدیریت دانش - الزویر 2018

Abstract

Although business process outsourcing (BPO) can reduce cost and enhance the competitiveness of firms, the implementation of BPO projects is unsatisfactory. By integrating knowledge management capability theory and risk-based view, we develop a model of how different types of BPO risks affect project satisfaction and how knowledge management capability changes the influences of BPO risks. A survey of 121 BPO projects was conducted among BPO client department manager and project manager through a pairwise design. Empirical evidence reveals that social system, technical system, and project management risks negatively affect BPO project satisfaction. However, cultural, technological, and structural levels of knowledge management capabilities weaken the negative risk effects of social system, technical system, and project management, respectively. Different types of risks and knowledge management capabilities should be matched to achieve effective risk management. © 2018 Elsevier Ltd, APM and IPMA. All rights reserved.

6. Conclusions

This research is an early attempt to integrate risks and knowledge management capability in BPO projects by investigating their collective effects on project satisfaction. Our study indicates that project management, technical system, and social system risks negatively affect BPO project satisfaction. This result implies that the success of BPO project relies on the effective management of various BPO risks. Another contribution of the study is the moderating effects of three levels of knowledge management capability on the negative relationships of risks and satisfaction, which indicates that knowledge management capabilities can be applied in managing risks. Different types of risks and knowledge management capabilities should be matched to achieve effective risk management.