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.
NEW TO THE SECOND EDITION
Strategic, tactical, control and operational aspects of BPO administration.
BPO business models in operations.
Regulatory and legal framework of 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 provider.
Challenges involving upward shift in service value chain as well as human resource management.
Concepts are supported with live illustrations.
About the Author
VINOD V. SOPLE, is the Director, ITM SIA Business School, Mumbai, Maharashtra. He has over a decade of experience in teaching management subjects in India and abroad, apart from professional experience in more than two decades in various functional areas of management. He has contributed several research papers in reputed management journals. He has authored many books, including Business Process Outsourcing, and Managing Intellectual Property, published by PHI Learning.
Table of Contents:
Preface • Preface to the First Edition 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 BPO: Regulatory 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 BPO: Prerequisites and Precautions Chapter 16 Service Quality Issues in BPO Chapter 17 BPO Analytics Chapter 18 Outsourcing in Cloud Environment Chapter 19 BPO Transformation Strategy Appendix A Glossary Appendix B Information Sources on BPO Appendix C BPO Organizations Appendix D Sample Contract Outsourcing Services Appendix E Draft Service Level Agreement Bibliography Company Index • Subject Index
