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IS Design Considerations for an Innovative Service BPO: Insights from a Banking Case Study

IS Design Considerations for an Innovative Service BPO: Insights from a Banking Case Study

Myriam Raymond, Frantz Rowe
Copyright: © 2016 |Volume: 9 |Issue: 2 |Pages: 18
ISSN: 1935-570X|EISSN: 1935-5718|EISBN13: 9781466689770|DOI: 10.4018/IJITSA.2016070103
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MLA

Raymond, Myriam, and Frantz Rowe. "IS Design Considerations for an Innovative Service BPO: Insights from a Banking Case Study." IJITSA vol.9, no.2 2016: pp.39-56. http://doi.org/10.4018/IJITSA.2016070103

APA

Raymond, M. & Rowe, F. (2016). IS Design Considerations for an Innovative Service BPO: Insights from a Banking Case Study. International Journal of Information Technologies and Systems Approach (IJITSA), 9(2), 39-56. http://doi.org/10.4018/IJITSA.2016070103

Chicago

Raymond, Myriam, and Frantz Rowe. "IS Design Considerations for an Innovative Service BPO: Insights from a Banking Case Study," International Journal of Information Technologies and Systems Approach (IJITSA) 9, no.2: 39-56. http://doi.org/10.4018/IJITSA.2016070103

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Abstract

S. Alter's Work System Method is used in advancing the understanding and analyses of service innovation Business Process Outsourcing (BPO) from a business systems viewpoint. We propose to use this framework to distinguish what usually characterizes IT-enabled BPO service innovations, and which implications could be drawn for the underlying IS's design. We focus our analysis guided by the Traffic point banking BPO case study in Egypt. This paper brings forward important IS design considerations to the attention of systems analysts and designers to take into consideration while working on the conceptions of Innovative Service BPOs.

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