Introduction

Business Process Outsourcing is transforming businesses in different parts of the world. On one side, businesses in developed countries use this opportunity to improve their competitiveness and on the other hand, new companies are being spawned in developing countries to provide the required services at a lower cost.

Providing services in an outsourced mode is challenging and the task is even more daunting when it is done offshore. In many outsourcing deals, the objectives are not well defined, the contractual arrangements are not properly designed, the relationship is badly managed ending often in disasters. Moreover, there has also been a backlash in the western world against offshore outsourcing as there have been and there will be further job losses. It is the inevitable side effect of globalization of the knowledge economy