Business Process Outsourcing The Competitive Advantage

by Click, Rick L.; Duening, Thomas N.

• ISBN13: 9780471655770
• ISBN10: 0471655775
• Edition: 1st
• Format: Hardcover
• Copyright: 2004-10-08
• Publisher: WILEY

Summary

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.

Author Biography

RICK L. CLICK is the CEO of American Outsourcing Group, LLC (www.aogusa.net), a Houston-based business process outsourcing consulting firm.<BR> THOMAS N. DUENING is Assistant Professor of Management at the University of Houston&#150;Downtown, and President of INSYTE Business Research Group (www.insytebrg.com).

Table of Contents

Foreword	vii
Preface	ix
Acknowledgments	xiii
PART ONE BPO Overview	1	(44)
CHAPTER 1 What Is So Revolutionary about BPO?	3	(24)
CHAPTER 2 Who Is Using BPO and How?	27	(18)
PART TWO To BPO or Not to BPO?	45	(46)
CHAPTER 3 Identify and Select the BPO Opportunity	47	(23)
CHAPTER 4 Identify and Manage the Costs of BPO	70	(21)
PART THREE BPO Vendor Selection	91	(42)
CHAPTER 5 Identify and Select a BPO Vendor	93	(19)
CHAPTER 6 BPO Contracts	112	(21)
PART FOUR Executing an Outsourcing Project	133	(74)
CHAPTER 7 Managing the BPO Transition	135	(19)
CHAPTER 8 Managing the Buyer-Vendor Relationship	154	(18)
CHAPTER 9 Infrastructure Considerations and Challenges	172	(17)
CHAPTER 10 Business Risks and Mitigation Strategies	189	(18)
PART FIVE The Future of BPO	207	(16)
CHAPTER 11 Future Potential for BPO	209	(14)
Endnotes	223	(10)
Index	233