Information Systems Education Journal


V19 N1 Pages 9-15

Feb 2021

GlobePort faces a Knowledge Gap in its Business Process Outsourcing

Biswadip Ghosh
Metropolitan State University of Denver
Denver, CO USA

Abstract: GlobePort offers its employees health insurance benefits using a variety of vendors. American Fidelity Indemnification, Allstate, State Farm insurance are some of the vendors providing these insurance options and each vendor has a different medical/dental/life/insurance plan with different premium cost and signup formalities. Two years back, GlobePort found it difficult to keep track of all these variations and vendor insurance signup regulations and decided to pursue business process outsourcing (BPO) of their benefits signup process and information systems. Recently the company has received multiple complaints about issues faced by employees during benefits registration due to procedural and technological problems as a result of the outsourcing that suggest a knowledge sharing gap exists between GlobePort, its employees, the BPO provider and the insurance vendors. GlobePort needs to close this gap by adopting knowledge management technologies supported by effective organizational practices. This case asks the reader to select a set of knowledge management practices and collaboration tools that can help GlobePort support the outsourced benefits verification and enrollment processes and alleviate their employee dilemma.

Download this article: ISEDJ - V19 N1 Page 9.pdf

Recommended Citation: Ghosh, B., (2021). GlobePort faces a Knowledge Gap in its Business Process Outsourcing. Information Systems Education Journal19(1) pp 9-15. ISSN : ISSN: 1545-679X. A preliminary version appears in The Proceedings of EDSIGCON 2020