Main Article Content
In the Knowledge Process Outsourcing market, the Philippines is slowly gaining traction as a genuine challenger. Despite the effect of the pandemic, BPO industries in the Philippines continue to advance, with a promising future in the years ahead. The study focuses on the KPO practices in the Philippine setting and the factors affecting them. The researchers used a descriptive cross-sectional design to analyze the factors affecting the KPO industries and their practices. This study used a purposive sampling technique to 100 supervisory and key account managers as respondents from six BPO firms with KPO services. This study included measures of central tendency and inferential statistics to determine the relationship between KPO practices and the factors affecting them. The result of the study shows that among the three (3) KPO practices, the provider capability gained the highest level, followed by client-retained capacity and contractual governance. In addition, among the four (4) factors affecting KPO practices, regulatory aspects got the highest level, followed closely by innovative elements, technological factors, and human resource factors. Moreover, the study observed low to moderate associations between the KPO practices and the factors. Finally, the technological aspect emerged as a predictor of industry KPO practices.
This work is licensed under a Creative Commons Attribution 4.0 International License.
Baldia, S. (2010). Thinking Outside the BPO: Knowledge Process Outsourcing to India. Accessed at www.mayerbrownrowe.com/businesstechnologysourcing
Bodwell, Charles & Errighi, Lorenza. (2016). Business Process Outsourcing in the Philippines: Challenges for decent work. http://dx.doi.org/10.2139/ssrn.3648890
Davis, R. (2020). 5 Reasons Why BPO is Still One of the Fastest Growing Industries despite the pandemic. Sykes Philippines. https://www.sykes.com/philippines/why-bpo-is-still-one-of-the-fastest-growing-industries/
Deloitte. (2014). 2020 global outsourcing survey. https://www2.deloitte.com/us/en/pages/operations/articles/global-outsourcing-survey.html
Hergüner, B. (2013). The Business Process Outsourcing Sector in the Philippines: A Defiant Trend. Mediter-ranean Journal of Social Sciences. 4. 167–174. https://doi.org/10.5901/mjss.2013.v4n1p167 .
Ihudiebube-Splendor, C. N., & Chikeme, P. C., (2020). A descriptive cross-sectional study: Practical and feasible design in investigating health care–seeking behaviors of undergraduates. In SAGE Re-search Methods Cases: Medicine and Health. SAGE Publications, Ltd., https://dx.doi.org/10.4135/9781529742862
Lacity, M. C., & Hirschheim, R. (1993). The Information Systems Outsourcing Bandwagon. MIT Sloan Man-agement Review, 35, 73-86.
Lacity, M., & Willcocks, L. (2012). Outsourcing Business and IT Services: The Evidence of Success, Robust Practices and Contractual Challenges. Legal Infor-mation Management, 12(1), 2–8. https://doi.org/10.1017/S1472669612000060
Lavrakas, P. J. (Ed.) (2008). Encyclopedia of survey re-search methods. (Vols. 1-0). Sage Publications, Inc., https://dx.doi.org/10.4135/9781412963947
Li, H., & Meissner, J. (2009). Improving Quality in Busi-ness Process Outsourcing through Technology. https://ideas.repec.org/p/lms/mansci/mrg-0009.html
Mierau, A. (2007). Strategic Importance of Knowledge Process Outsourcing. https://www.hrotoday.com/pdf/white-papers/Strategic-Implications-of-KPO.pdf
Mudambi, S. M., & Tallman, S. (2010). Make, buy or ally? Theoretical perspectives on knowledge process outsourcing through alliances. Journal of Manage-ment Studies, 47(8), 1434–1456.
Rantakari, L. (2010). Governance in business process outsourcing: case study on call center outsourcing. http://urn.fi/URN:NBN:fi:aalto-201111181304
Optimum Source Inc. (2018). The Philippines’ rise in knowledge process outsourcing. https://news.optimum-source.com/kpo-philippine-knowledge-process-ousourcing/
Sako, M. (2006). Outsourcing and Offshoring: Implica-tions for Productivity of Business Services. Oxford Review of Economic Policy, 22 (4), 499–512. http://dx.doi.org/10.1093/oxrep/grj029
Tavakol, M., & Dennick, R. (2011). Making sense of Cronbach's alpha. International journal of medical education, 2, 53–55. https://doi.org/10.5116/ijme.4dfb.8dfd
Tullao, T., Fernandez, R., Serrano, D., & Cabuay, C. (2019). Industry Career Guide: IT-BPO. Career Guides for Selected Industries. Angelo King Insti-tute of De La Salle University. https://www.dlsu.edu.ph/wp-content/uploads/2019/03/2015-27.pdf
Tullao, T. S., Fernandez, R., Cabuay, C., & Serrano, D. (2012). IT-BPO industry profile, prospects, chal-lenges, and issues for growth and employment. Policy Brief: Career Guides for Selected Industries, 4(2), 1-4. https://www.dlsu-aki.com/uploads/1/0/2/2/102266760/volume_iv-2_aki_policy_brief_-_tullao_fernandez_cabuay_serrano_revised_2.pdf
Zikmund, W. G. Babin, B.J., Carr, J.C, Griffin, M.. (2009). Business Research Methods. 8th edition. Stamford, CT: Cengage Learning.