Based On Knowledge Transfer, The Study On The Impact Of Relation Quality On Outsourcing Performance Of Bank’s Business Process Outsourcing

In recent years, along with the competition of financial industry, bank’s products and services showed a high degree of “homogenization”. The competition among the banks has been converted to efficiency, quality and operation support. Financial services outsourcing drew bank’s attention by reducing cost, improving efficiency and quality, enhancing the core-competitiveness. Some banks ever met an embarrassing situation that the outsourcing target can not be met. As an important part of finaicail outsouring, BPO is graduatly reflected on the strategic role of banks. How to ensure outsourcing performance, achieve the outsourcing value, hold business chance, this is bound to an important subject of banks. Because of this, the discussion on bank’s BPO performance becomes necessary and urgent.The domestic financial service outsourcing at present is uneven. The outsourcing market, especially the BPO is not mature. The scope for bank’s selection is narrow due to the not fully competitive market. In the progress of the implementation of BPO, outsourcing performance will be effected by various factors, such as outsourcing market maturity, outsourcing experience and ability, and outsourcing partnership. At present, many domestic scholars carried out research on ITO outsourcing performance, and verify the relationship between foreign banks and the outsourcing business performance has a significant role.Bank’s BPO model has changed from a cost reduction oriented model to a service oriented model. It foucs on process integration and optimization, core competitiveness enhancement. As a strategc tool, banks begin to hand out some high-end outsourcing process, which could be cheat as strategic synergy and module integrationl. outsourning,to achieve an As to BPO’s performance, especially combined with a special industry “bank” is one of the few. Therefore, this research will focus on bank’s BPO, by introducing the knowledge transfer as the intermediary variables, to study the interaction between relationship quality and outsourcing performance.Base on the related literature, the search used the empirical research methods to analyze the relationship between relationship quality and outsourcing performance. The relationship quality as the antecedent variables, knowledge transfer as intermediary variables, adding suppliers its factors and knowledge barriers as moderator, outsourcing performance as dependent variables. With the deepening of the bank’s BPO, outsourcing mode of upgrading and transformation, with good relationship between the bank and the outsourcing business, has been unable to meet the demand of outsourcing goals. The high-end BPO gathered a large number of professional knowledge, management experience, and innovative ideas, that Banks must transfer the knowledge to suppliers. To achieve the outsourcing target, the closely relateship between the band and supplier could help to push the bank to preform knowledge transfer. However, there is less study on the relationship and performance based on knowledge transfer. Therefore, this study focuses on the analysis of banks’ BPO, by introducing the knowledge transfer as the intermediary variables, study the interaction relation between quality and outsourcing performance.This study uses empirical research methods. Based on the related literature, the relationship quality as the antecedent variables, knowledge transfer as the intermediary variable, including the outsourcer’s factors and knowledge barriers as the adjustment variable, outsourcing performance as the dependent variable, construct a description of the relationship between the quality, knowledge transfer and performance of outsourcing model.