This course will focus on business process outsourcing/offshoring (BPO/O). Students will examine the motivators for BPO/O; the considerations underlying the decision to choose BPO/O; the relevant strategies and business models that can be used; the choice of locations; and the management of the BPO/O relationships. Students will consider five application areas: (1) information technology, (2) customer care, (3) finance and accounting, (4) human resources, and (5) transaction processing. The format of the course will be a combination of lectures, case analyses, guest lectures and student presentations. Prerequisite: Management Decision Analysis and Operations Management.
