Getting work done: Evaluating the potential of crowdsourcing as a model for business process outsourcing service delivery

Lee B. Erickson, Eileen M. Trauth

Research output: Chapter in Book/Report/Conference proceedingConference contribution

7 Scopus citations

Abstract

Crowdsourcing is the use of large groups of individuals to perform tasks traditionally performed by employees or designated agents. For business process outsourcing (BPO) service providers, the crowd may represent a new way to reduce costs and increase efficiencies associated with labor-intensive services. The ability to connect with the crowd to get work done may also open up new possibilities for workers in rural or economically depressed areas, and those within emerging markets. It is unclear, however, what challenges a crowdsourced services business model creates for organizations. An exploratory case study examining the potential of the crowd as a source of on-demand labor for delivering labor-intensive BPO services reveals the key role of information technology in overcoming economic, technical, and social challenges. Five key challenges were identified and are discussed: 1) protecting sensitive data, 2) ensuring quality of work, 3) ensuring timely completion of tasks, 4) managing increased workload, and 5) ensuring the sustainability of the model.

Original languageEnglish (US)
Title of host publicationSIGMIS-CPR 2013 - Proceedings of the 2013 ACM Conference on Computers and People Research
Pages135-140
Number of pages6
DOIs
StatePublished - Dec 24 2013
Event2013 ACM Conference on Computers and People Research, SIGMIS-CPR 2013 - Cincinnati, OH, United States
Duration: May 30 2013Jun 1 2013

Other

Other2013 ACM Conference on Computers and People Research, SIGMIS-CPR 2013
CountryUnited States
CityCincinnati, OH
Period5/30/136/1/13

All Science Journal Classification (ASJC) codes

  • Computer Science Applications

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    Erickson, L. B., & Trauth, E. M. (2013). Getting work done: Evaluating the potential of crowdsourcing as a model for business process outsourcing service delivery. In SIGMIS-CPR 2013 - Proceedings of the 2013 ACM Conference on Computers and People Research (pp. 135-140) https://doi.org/10.1145/2487294.2487323