Intro -- Business Process Outsourcing -- contents -- foreword -- preface -- acknowledgments -- Part One: BPO Overview -- Chapter 1: What Is So Revolutionary about BPO? -- BPO: A SOCIO-TECHNICAL INNOVATION -- DRIVING FACTORS -- BPO TYPES -- TO BPO OR NOT TO BPO? A STRATEGIC QUESTION -- SUMMARY -- Chapter 2: Who Is Using BPO and How? -- SUCCESSFUL OFFSHORE OUTSOURCING -- COMPETENCE CO-DEVELOPMENT OUTSOURCING -- VARIABLE-PRICE OUTSOURCING -- FIRST-TIME OUTSOURCING -- REVERSE OUTSOURCING -- BUSINESS TRANSFORMATION OUTSOURCING -- UNSUCCESSFUL OFFSHORE OUTSOURCING -- CONCLUSION -- SUMMARY -- Part Two: To BPO or Not to BPO? -- Chapter 3: Identify and Select the BPO Opportunity -- BPO PROJECT TEAM STRUCTURE -- SIX-STEP PROCESS -- STEP 1: ESTABLISH A BPO ANALYSIS TEAM -- STEP 2: CONDUCT A CURRENT STATE ANALYSIS -- STEP 3: IDENTIFY CORE AND NONCORE ACTIVITIES -- STEP 4: IDENTIFY BPO OPPORTUNITIES -- STEP 5: MODEL THE BPO PROJECT -- STEP 6: DEVELOP AND PRESENT THE BUSINESS CASE -- CONCLUSION -- SUMMARY -- Chapter 4: Identify and Manage the Costs of BPO -- TOTAL COST MANAGEMENT -- FINANCIAL COSTS -- STRATEGIC COSTS -- CONCLUSION -- SUMMARY -- Part Three: BPO Vendor Selection -- Chapter 5: Identify and Select a BPO Vendor -- AN EIGHT-STEP PROCESS -- STEP 1: APPOINT A VENDOR SELECTION TEAM -- STEP 2: ESTABLISH QUALIFICATIONS -- STEP 3: DEVELOP A LONG LIST -- STEP 4: REQUEST FOR INFORMATION -- STEP 5: REQUEST FOR PROPOSALS -- STEP 6: EVALUATE THE PROPOSALS -- STEP 7: SELECT A SHORT LIST -- STEP 8: SELECT THE VENDOR -- CONCLUSION -- SUMMARY -- Chapter 6: BPO Contracts -- NEGOTIATING BPO AGREEMENTS -- TERMS OF THE BPO CONTRACT -- CONCLUSION -- SUMMARY -- Part Four: Executing an Outsourcing Project -- Chapter 7: Managing the BPO Transition -- THE BPO PROJECT MANAGEMENT PLAN -- GENERAL PRINCIPLES OF CHANGE MANAGEMENT -- CONCLUSION -- SUMMARY.

Chapter 8: Managing the Buyer - Vendor Relationship -- FUNDAMENTAL CHARACTERISTICS OF THE BPO PROJECT -- BPO RELATIONSHIP SUCCESS FACTORS -- RELATIONSHIP RISK FACTORS -- CONCLUSION -- SUMMARY -- Chapter 9: Infrastructure Considerations and Challenges -- HARDWARE INFRASTRUCTURE -- SOFTWARE INFRASTRUCTURE -- KNOWLEDGE INFRASTRUCTURE -- TRAINING AND SUPPORT INFRASTRUCTURE -- CONCLUSION -- SUMMARY -- Chapter 10: Business Risks and Mitigation Strategies -- HUMAN CAPITAL RISKS -- PROJECT RISKS -- INTELLECTUAL PROPERTY RISKS -- LEGAL RISKS -- VENDOR ORGANIZATIONAL RISKS -- VALUE RISKS -- FORCE MAJEURE RISKS -- CONCLUSION -- SUMMARY -- Part Five: The Future of BPO -- Chapter 11: Future Potential for BPO -- GLOBAL BUSINESS ENVIRONMENT -- STRATEGY AND COMPETITIVENESS -- BPO AND POLITICS -- BPO AND GLOBAL ECONOMICS -- BPO AND GLOBAL WORKERS -- BPO AND EDUCATION -- OUTRAGEOUS PREDICTIONS: WHAT'S LEFT FOR AMERICA? -- CONCLUSION -- endnotes -- Index.

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.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2018. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.