Purpose – This paper sets out to classify business process outsourcing (BPO), linking it to service level agreement (SLA) design needs. Design/methodology/approach – The paper develops a framework based on prior literature to classify BPOs and illustrates it with field research of Indian...

Purpose – The purpose of this paper is to discuss business processes as building‐blocks of organisational capabilities and outsourcing of business processes as a viable management approach to building strategic organisational capabilities. Design/methodology/approach – The paper develops a...