Business Process Outsourcing (BPO) is becoming the new revolution
as company’s of all sizes are seeking to take advantage of this
source of competitive advantage.
This book provides a step-by-step approach to understanding the
application of Business Process Outsourcing, assessing the BPO
opportunity in the company, and then managing the transition to
BPO. It serves as a guide to implementing BPO and as a reference
source to solving the variety of issues that may arise during a BPO
initiative. Each chapter features a case study, insight from a
practitioner, focus on how BPO affects people, and ethical
considerations.
* Discusses both the how and why of business process outsourcing
with a straightforward ‘how to’ approach.
* Provides managers with the tools to analyse the BPO opportunities
for their own firms, as well as techniques and strategies for
managing a BPO initiative.
* Empowers businesses of all sizes to take advantage of this
all-encompassing business revolution.
Tabela de Conteúdo
Foreword.
Preface.
Acknowledgments.
PART ONE: BPO Overview.
CHAPTER 1: What Is So Revolutionary about BPO?
CHAPTER 2: Who Is Using BPO and How?
PART TWO: To BPO or Not to BPO?
CHAPTER 3: Identify and Select the BPO Opportunity.
CHAPTER 4: Identify and Manage the Costs of BPO.
PART THREE: BPO Vendor Selection.
CHAPTER 5: Identify and Select a BPO Vendor.
CHAPTER 6: BPO Contracts.
PART FOUR: Executing an Outsourcing Project.
CHAPTER 7: Managing the BPO Transition.
CHAPTER 8: Managing the Buyer-Vendor Relationship.
CHAPTER 9: Infrastructure Considerations and Challenges.
CHAPTER 10: Business Risks and Mitigation Strategies.
PART FIVE: The Future of BPO.
CHAPTER 11: Future Potential for BPO.
Endnotes.
Index.
Sobre o autor
RICK L. CLICK is the CEO of American Outsourcing Group, LLC
(www.aogusa.net), a Houston-based business process outsourcing
consulting firm.
THOMAS N. DUENING is Assistant Professor of Management at the
University of Houston-Downtown, and President of INSYTE
Business Research Group (www.insytebrg.com).
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