Business Process Outsourcing/Knowledge Process Outsourcing (BPO/KPO) is the most meaningful movement of modern age. Intense cost pressures have forced many of the companies to outsource their non-core activities, resulting in a rapid growth in the BPO/KPO sector. Businesses, in an increasing number of countries, are seeking international competitive advantage through BPO/KPO innovation by the use of efficient worldwide communication technology and transportation.With the objective of understanding the various issues, the Department of Business Management of Padmashree Dr. D. Y. Patil University, Navi Mumbai, had initiated a path-breaking activity by organizing a two-day National Research Conference on BPO/KPO Management. More than 100 research papers were presented during the conference, reflecting the key areas of concerns and the probable solutions to these issues and challenges. This book is an edited compilation of these research papers.The book has 28 chapters, drawn from the pool of papers received for the National Research Conference. One very important issue that the research conference has thrown open is the shift from quantitative research to qualitative research, resulting in a better understanding of the issues. The shift from a theory based research to an application based sectoral research is indeed laudable. This book will provide a good platform for dissemination of additional knowledge and will make a good beginning for a chain of academic activities in this field.