Business Process Outsourcing : A Supply Chain Of Expertises

Business Process Outsourcing : A Supply Chain Of Expertises
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Business Process Outsourcing : A Supply Chain Of Expertises

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Publisher: PHI Learning
ISBN: 9788120338159
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About The Book Business Process Outsourcing
Book Summary:

This book is a comprehensive presentation of the fundamental concepts of business process outsourcing (BPO) and its applications in the Indian industrial context. It offers a strategic framework for BPO management, which is crucial for creating competitive advantage for a business enterprise. The book is designed for MBA and PGDM students as well as students in BPO training schools and executives in BPO sector.

The text, organized into sixteen chapters, contains a wealth of useful and practical information on the following facets of the BPO industry :

Strategic, tactical, control and operational aspects of BPO administration

BPO business models

Regulatory and legal framework of the BPO industry

Terms, conditions, responsibilities and obligations involved in the BPO contract and service level agreement

Service issues regarding supplier selection and process quality

Criteria for performance evaluation of service providers

Challenges involving upward shift in service value chain as well as human resource management

Chapter-end review questions help in easy comprehension of the underlying principles. The appendices contain important additional information about the BPO industry.


Table of Contents:
Contents
Preface Acknowledgements
Chapter 1 SEARCH FOR COMPETITIVENESS
Chapter 2 NEED FOR OUTSOURCING
Chapter 3 BPOs: BEYOND CALL CENTRES
Chapter 4 TRANSITION MANAGEMENT
Chapter 5 BPO BUSINESS MODELS
Chapter 6 BPO GOVERNANCE
Chapter 7 LEGAL ISSUES IN BPO CONTRACTS
Chapter 8 BPOREGULATORY ISSUES
Chapter 9 SERVICE SUPPLIER SELECTION
Chapter 10 SERVICE LEVEL AGREEMENT
Chapter 11 BPO LEGAL CONTRACT
Chapter 12 BPO TO KPO: UP IN THE VALUE CHAIN
Chapter 13 HR CHALLENGES IN BPO INDUSTRY
Chapter 14 PERFORMANCE EVALUATION IN BPO
Chapter 15 BPOPREREQUISITES AND PRECAUTIONS
Chapter 16 SERVICE QUALITY ISSUES IN BPO
Annexure A GLOSSARY
Annexure B INFORMATION RESOURCES ON BPO
Annexure C BPO ORGANISATIONS
Annexure D DRAFT SERVICE LEVEL AGREEMENT
Index