Business Process Outsourcing: The Competitive Advantage

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.

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).

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.