OaaS: Organization as a service — Gradient resource structure based on shared service ability

To obtain scalable performance and cost efficiency, there is a great demand for ¿shared BPO (business process outsourcing)¿ services. In analogy to the SaaS paradigm, this paper proposes an "organization as a service" (OaaS) model for shared BPO services. This model quantifies operational risks of sub-services taking into consideration the variability of human resource behavior. Based on this risk gradient resource structures are created. The approach is validated by means of simulations. The evaluation shows our approach strikes a good balance between performance and training cost.