Leadership during Business Process Outsourcing. In Financial Services Institutions in Singapore

      Аннотация: The aim of this study is to explore the motives and concerns of Business Process Outsourcing (BPO) implementation and how participants perceive BPO trends in Singapore. The relationship between leadership and Organisational Change (OC) in terms of BPO is also explored. The extent to which the BPO model used by an organisation impacts upon the leadership style adopted during the change is discussed. As the literature demonstrates BPO can be an aggressive organisational change process. Although the literature on change is extensive the question of the best form of leadership during BPO has not been widely explored. What is clear is that BPO implementation is a challenge for organisations, and in Singapore in particular the pressures of increasing costs of labor has resulted a consequent increase in the rate of BPO. It is hoped that, with the information provided in this book, it will help provide awareness of the likely pitfalls, and be able to identify critical success factors, such as selecting the most appropriate leadership style to lead change successfully, and adopting the most suitable BPO model for yours organisation.

Ключевые слова: Business Process, change management, Dissertation, Financial Services, leadership, Offshoring, outsourcing, Research, Singapore, BPO, organisational change