Assuring IT services quality through highreliability risk management in offshore business process outsourcing

Management of risks that emanate from offshore IT-enabled services outsourcing is a key challenge in the IT management area in current times. These new risks need to be addressed through the development of new risk management frameworks and methods. This paper proposes a risk management approach for offshore business process outsourcing based on the principles of high reliability organizations (HROs). Relying upon and using the organizing principles and mechanisms for HROs may help companies successfully combat the risks associated with offshore outsourcing. The proposed research model is planned to be empirically tested using data collected from offshore business process outsourcing projects of client firms in the US.