LEADER 04904nam 22006134a 450 001 9910457240003321 005 20200520144314.0 010 $a1-280-26551-5 010 $a9786610265510 010 $a0-471-70097-5 035 $a(CKB)1000000000355512 035 $a(EBL)219012 035 $a(OCoLC)475925628 035 $a(SSID)ssj0000116295 035 $a(PQKBManifestationID)11132147 035 $a(PQKBTitleCode)TC0000116295 035 $a(PQKBWorkID)10033401 035 $a(PQKB)11666400 035 $a(MiAaPQ)EBC219012 035 $a(Au-PeEL)EBL219012 035 $a(CaPaEBR)ebr10114108 035 $a(CaONFJC)MIL26551 035 $a(EXLCZ)991000000000355512 100 $a20040413d2005 uy 0 101 0 $aeng 135 $aurcn||||||||| 181 $ctxt 182 $cc 183 $acr 200 10$aBusiness process outsourcing$b[electronic resource] $ethe competitive advantage /$fRick L. Click, Thomas N. Duening 210 $aHoboken, N.J. $cJohn Wiley & Sons$dc2005 215 $a1 online resource (257 p.) 300 $aDescription based upon print version of record. 311 $a0-471-65577-5 320 $aIncludes bibliographical references (p. 223-231) and index. 327 $aBusiness 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? 327 $aChapter 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 327 $aSTEP 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 327 $aChapter 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 327 $aPart 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 330 $aBusiness 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, 606 $aContracting out 608 $aElectronic books. 615 0$aContracting out. 676 $a658.4/058 700 $aClick$b Rick L$0900529 701 $aDuening$b Thomas N$0900530 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910457240003321 996 $aBusiness process outsourcing$92011934 997 $aUNINA