Online from: 1996
Subject Area: Human Resource Management
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|Title:||Differential effects of competency due to BPO and KPO industry differences in ITES sector in Sri Lanka|
|Author(s):||Vathsala Wickramasinghe, (Department of Management of Technology, Faculty of Engineering, University of Moratuwa, Moratuwa, Sri Lanka), Saman Kumara, (IFS Sri Lanka Limited, Kandy, Sri Lanka)|
|Citation:||Vathsala Wickramasinghe, Saman Kumara, (2009) "Differential effects of competency due to BPO and KPO industry differences in ITES sector in Sri Lanka", Career Development International, Vol. 14 Iss: 2, pp.169 - 185|
|Keywords:||Communication technologies, Outsourcing, Skilled workers, Sri Lanka|
|Article type:||Research paper|
|DOI:||10.1108/13620430910950764 (Permanent URL)|
|Publisher:||Emerald Group Publishing Limited|
|Acknowledgements:||The authors would like to thank two anonymous reviewers for their constructive and helpful comments on the earlier version of this paper.|
Purpose – The purpose of this paper is to identify competency requirements that discriminate between Knowledge process outsourcing (KPO) and IT-enabled business process outsourcing (ITES-BPO) industries.
Design/methodology/approach – There are 25 firms operating in Sri Lanka that fall into the category of ITES-BPO/KPO. HR managers of the 25 firms and a random sample of 117 employees from those 25 firms responded to the survey. In addition to descriptive statistics, independent sample
Findings – There are differences in competency requirements for KPO and BPO services. Further, demographic variables, namely, age, the level of education, and total years of industry experience shape competency requirements.
Originality/value – Despite greater volume of theoretical foundations and empirical evidence for people management in BPO/KPO services, specific literature investigating and comparing competency requirements, recruitment, selection and training of ITES-BPO and KPO employees is scarce. Therefore, a research addressing those in a South Asian country that is considered as active and promising destination for ITES-BPO/KPO services could provide practitioners with key information that could enable them to make informed managerial decisions.
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