Business Process Outsourcing: A Supply Chain Of Expertises

Business Process Outsourcing: A Supply Chain Of Expertises by Vinod V. Sople

Book Summary:

The book, in its new edition, continues to present the fundamental concepts of Business Process Outsourcing (BPO) and its applications in Indian industry. Divided into 19 chapters, the book offers a strategic framework for BPO management which is crucial for creating competitive advantage for a business enterprise.

In the Second Edition, three new chapters on BPO Analytics, Outsourcing in Cloud Environment and BPO Transformation Strategy and an appendix on Sample Contract-Outsourcing Services have been introduced. Further, the book has been enriched with latest updates in the form of tables and exhibits in almost all the chapters. Chapter-end questions help in easy comprehension of the underlying principles.

This book is designed for BBA, MBA, PGDM students, students of BPO training school and executives working in BPO sector.

Audience of the Book :

This book Useful for Management students.

Table of Contents:

1. Search for Competitiveness

2. Need for Outsourcing

3. BPOs: Beyond Call Centres

4. Transition Management

5. BPO Business Models 

6. BPO Governance

7. Legal Issues in BPO Contracts

8. BPO: Regulatory Issues

9. Service Supplier Selection

10. Service Level Agreement

11. BPO Legal Contract

12. BPO to KPO: Up in the Value Chain

13. HR Challenges in BPO Industry

14. Performance Evaluation in BPO

15. BPO: Prerequisites and Precautions

16. Service Quality Issues in BPO

17. BPO Analytics

18. Outsourcing in Cloud Environment

19. BPO Transformation Strategy