An Empirical Analysis of the Impact of Information Capabilities Design on Business Process Outsourcing Performance
By Deepa Mani, Anitesh Barua, Andrew Whinston
Management Information Systems Quarterly | March 2010
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www.misq.org
Citation
Mani, Deepa., Barua, Anitesh., Whinston, Andrew. An Empirical Analysis of the Impact of Information Capabilities Design on Business Process Outsourcing Performance Management Information Systems Quarterly www.misq.org.
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Management Information Systems Quarterly, 2010
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Abstract
Organizations today outsource diverse business processes to achieve a wide variety of business objectives ranging from reduction of costs to innovation to business transformation. This study builds on the information processing view of the firm to propose that performance heterogeneity across business process outsourcing (BPO) exchanges is a function of the design of information capabilities (IC) that fit the unique information requirements (IR) of the exchange. Further, we compare performance effects of the fit between IR and IC across dominant categories of BPO relationships to provide insights into the relative benefits of enacting such fit between the constructs. Empirical analysis of survey data on 127 active BPO relationships supports our hypotheses. The results have important implications for how BPO relationships must be designed and managed to realize performance gains from BPO.

Professor Deepa Mani is Professor of Information Systems and the Deputy Dean of Academic Programmes & Digital Learning at the Indian School of Business. Deepa’s research interests are at the intersection of technology, organisation, and society. She has demonstrated significant thought leadership on the business and policy implications of technological innovations and investments. Her research articles have been published in leading academic journals and extensively featured in refereed conference proceedings, edited book chapters, and popular media outlets. Deepa serves as a Senior Editor at Information Systems Research. Deepa’s research has also had widespread impact on business practice and policy. In recognition of her impact, she was awarded the prestigious INFORMS Information Systems Society (ISS) Practical Impacts Award in 2022.

Deepa has been appointed to serve on several expert committees of the Central and State governments to provide guidance on policies for the digital economy, digital interventions in key sectors, and catalyse grassroot impacts using technology. She also extensively coaches organizations, keynotes corporate leadership events, and conducts executive education in the areas of digital business models, digital transformation and technology product management.

Deepa completed her undergraduate education at St. Stephen’s College, Delhi University, Masters in Information Systems from Carnegie Mellon University, Pennsylvania, and her doctorate in Information Systems from the University of Texas, Austin.

Deepa Mani (1)
Deepa Mani