Integrating the critical success factor method into the business process outsourcing decision

Abstract

This paper outlines a framework that integrates the critical success factor (CSF) method into the outsourcing decision. The framework builds upon the generic outsourcing evaluation methodology and uses the CSF method as a means of evaluating outsourcing at the business process level. The findings from applying the outsourcing framework in a retail bank are presented. The research found the application of the framework delivered positive results in business process outsourcing decisions. As well as linking outsourcing with organisational strategy, it provided a mechanism and language for prioritising which processes require attention through either internal improvement or outsourcing. However, the findings identified a number of challenges with applying the framework including defining processes and understanding complex interdependencies between business processes prior to outsourcing.