Research and Development

Learn about CBPO's ongoing R&D Projects

Solving Real World Problems

At CBPO we believe in the applicability of research to real-world problems. Hence we work closely together with local and international players from industry to understand the context of the issues we study and of the problems we aim to solve.

At the same time we understand that in a global industry, where continuous and fast change is putting individual players under pressure as high as ever before, access to up-to-date knowledge and cutting edge technology represent strong competitive weapons that companies simply cannot ignore. Hence we formed a multidisciplinary and multicultural team of academic researchers that are involved in the day-to-day operations of the CBPO, and we are in continuous contact with national as well as international academic institution leaders in BPO R&D.

The usual approach to a research project at CBP0 involves the following steps:

1. AS-IS and TO-BE states analysis
   (high interaction between researchers and practitioners): in this step researchers and practitioners work together to thoroughly understand the issue of study and the context that influences it. As a result of this phase, the as-is and to-be states are usually defined. Also, the gaps between these lasts two are studied, as it is in these gaps that the major opportunities for improvement do lay.
2. Research and solution definition
   (researchers leading this step): using well thought research methodologies and strategies, the multidisciplinary team of researchers uses the results from the previous phase to define a possible solution that would fill the gap between the actual and desired states. In this step practitioners cover a support role, being involved when needed.
3. Solution testing
   (practitioners leading this step): the solution designed in step 2 is implemented in the participating companies. Particularly important at this stage is the feedback gathered from practitioners.
4. Data analysis and Solution refinement
   (high interaction between researchers and practitioners): Soft and hard evidence from the case studies is collected and analyzed. Based upon the conclusions collectively drawn upon by researchers together with practitioners, the solution suggested is refined and further improved.
5. Knowledge-transfer package definition
   (high interaction between researchers and practitioners): The most suitable means for transferring the developed knowledge both to the partners and to society is studied using inputs from industrial, academics and governmental organizations alike.

Documents

R & D Projects