Date of Conferral

1-5-2026

Date of Award

January 2026

Degree

Doctor of Public Administration (D.P.A)

School

Management

Advisor

Dr. Brenda Jack

Abstract

Organizations increasingly rely on business process outsourcing (BPO) to reduce costs, access specialized expertise, and improve efficiency; however, failure rates in BPO initiatives remain high, leading to financial loss, operational disruptions, and reduced competitiveness. Business leaders who lack effective strategies to manage outsourcing projects risk eroding customer satisfaction and organizational performance. Grounded in transaction cost economics and the resource-based view, the purpose of this qualitative single-case study was to explore strategies some business leaders used to successfully manage BPO initiatives. The participants included 10 senior managers from organizations in the southeastern United States who had demonstrated success in overseeing outsourcing projects. Data were collected through semi structured interviews and were analyzed using thematic analysis. Five major themes emerged: (a) vendor selection and onboarding, (b) vendor relationship management, (c) performance measurement and continuous assessment, (d) implementation frictions, and (e) leadership capabilities. A key recommendation for business leaders is to adopt structured governance frameworks that integrate performance measurement and proactive vendor relationship management to mitigate risks throughout the outsourcing lifecycle. The implications for positive social change include the potential for organizations to achieve greater efficiency, reduce resource waste, and foster economic growth by creating more sustainable employment opportunities and strengthening community development.

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