- Title
- A structural model for sustainable growth of the south African business process outsourcing sector
- Creator
- Chinhamo, Edmore
- Subject
- Outsourcing sector
- Subject
- Contracting out -- South Africa
- Date Issued
- 2022-04
- Date
- 2022-04
- Type
- Master's theses
- Type
- text
- Identifier
- http://hdl.handle.net/10948/58306
- Identifier
- vital:58970
- Description
- he total size of the South African Business Process Outsourcing sector is not growing as quickly as other global BPO locations like the Philippines and India. The sector has been identified by the South African government as a key sector for economic growth and for reducing unemployment. Reviewed frameworks are not exhaustive in providing a framework that is suitable for countries with an apartheid history like South Africa, so, the main aim of this study has been, therefore, to develop a structural model for sustainable growth of the South African BPO sector. The research was two phased: Firstly, it interrogated existing theories and models on BPO growth to identify variables for BPO growth. The variables were identified as talent pool, infrastructure, accessibility, lower costs, and legislative framework. The relationships between variables were hypothesised. The reviewed literature discussed the global economy and traced the origins of outsourcing as rooted in the advent of Information Technology and computer-enabled production which enabled fragmented processes which could be in any part of the world. The literature showed that competition for markets, coupled with a glut of products on the market, forced creativity which resulted in companies seeking operations in low-cost locations. The first popular locations for BPO operations were India and the Philippines, with emerging locations, like South Africa, positioning themselves to tap into this global development. Secondly, a quantitative study was performed using a web-based questionnaire which was sent to a sample of BPO executives in the BPO value chain in South Africa to test relationships among between variables. The results of the study showed statistically significant relationships between talent pool, infrastructure, lower costs, accessibility and legislative framework with BPO growth, albeit with varying degrees of strength. Contrary to popular belief, lower costs are no longer the most important driver of BPO location choice. Accessibility and legislative framework have also been confirmed by data as variables affecting BPO growth. After the computation of the relationships, the research concluded that the model developed is a good fit for BPO growth.
- Description
- Thesis (PhD) -- Faculty of Engineering, the Built Environment, and Technology, 2022
- Format
- computer
- Format
- online resource
- Format
- application/pdf
- Format
- 1 online resource (xix, 290 pages)
- Format
- Publisher
- Nelson Mandela University
- Publisher
- Faculty of Engineering, the Built Environment, and Technology
- Language
- English
- Rights
- Nelson Mandela University
- Rights
- All Rights Reserved
- Rights
- Open Access
- Hits: 452
- Visitors: 482
- Downloads: 55
Collections
NMU School of Engineering
| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | Chinamo, E.pdf | 3 MB | Adobe Acrobat PDF | View Details Download |