Development of a business process outsourcing industry in Kenya : critical success factors; final technical report (June 2008 - July 2009)
Date
2009
Authors
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Department of Urban and Regional Planning, University of Nairobi, Nairobi, KE
Abstract
Through this study, critical success factors for the business process outsourcing (BPO) service industry in Kenya were identified and clear recommendations provided for policy makers and industry practitioners to support their policy decisions, investment choices and operational approaches. Findings are synthesized in table format with regard to critical success factors in policy making, and legal/regulatory and institutional frameworks of the BPO industry in vendor countries (namely South Africa, India, Mauritius and Kenya). Kenya’s strengths include a highly skilled and competitive pool of labour, neutral English accent, strategic location as a regional hub for communication and finance, and over 30,000 university graduates annually.
Description
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Final Technical Report
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Keywords
BUSINESS PROCESS, OUTSOURCING INDUSTRY, INFORMATION AND COMMUNICATION TECHNOLOGY (ICT), INCENTIVES, FOREIGN INVESTMENT, BUSINESS SERVICES, INFORMATION TECHNOLOGY ENABLED SERVICES, EMPLOYMENT CREATION, POLICY, KENYA