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Business Process Outsourcing (BPO) is becoming the new revolutionas company's of all sizes are seeking to take advantage of thissource of competitive advantage. This book provides a step-by-step approach to understanding theapplication of Business Process Outsourcing, assessing the BPOopportunity in the company, and then managing the transition toBPO. It serves as a guide to implementing BPO and as a referencesource to solving the variety of issues that may arise during a BPOinitiative. Each chapter features a case study, insight from apractitioner, focus on how BPO affects people, and ethicalconsiderations. * Discusses both the how and why of business process outsourcingwith a straightforward "how to" approach. * Provides managers with the tools to analyse the BPO opportunitiesfor their own firms, as well as techniques and strategies formanaging a BPO initiative. * Empowers businesses of all sizes to take advantage of thisall-encompassing business revolution.
Business Process Orientation: Gaining the E-Business Competitive Advantage provides the "why" and the "how" for building the "horizontal" organization - an essential component of the "e" in e-commerce and business. This book shows you how to weave your business processes into hard-to-imitate strategic capabilities that distinguish you from your competition. The book explores the impact that well-defined and carefully integrated processes have on organizational performance. Using the results of extensive research conducted among consumer, business-to-business, and services-based companies, the authors demonstrate that adopting a business process orientation (BPO) has a positive impact on the organizational culture and business performance. The resulting process oriented e-corporation is now positioned as a necessity not only to thrive but also to survive. The old ways of conducting business are out: pushing costs and compromising quality in order to achieve the lowest possible price. The emerging paradigm focuses on the core processes. The hallmarks of a great business still include high customer relevance, internally consistent decisions about scope and value chain activities performed, value capture mechanisms, a source of differentiation and strategic control, a sound operational system, and carefully designed processes. Business Process Orientation: Gaining the E-Business Competitive Advantage shows you how to balance your functional and horizontal orientation to create and maintain a healthy organization.
This book will provide the fundamentals of business process outsourcing for the busy executive who needs to get up to speed. It will have such features as checklists, tips and techniques, and case studies. * Written in a user friendly style that allows senior level financial executives to get a solid foundation of what business process outsourcing is and how it can benefit their companies. * 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. * Shows managers how a BPO strategy can save the company money and create jobs domestically. * Both authors are consultants and advisers to industry-leading companies and frequent speakers at business forums and conferences.
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.
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.
Strategic management is the management of an organization’s resources to achieve its goals and objectives. Strategic management involves setting objectives, analysing the competitive environment, analysing the internal organization, evaluating strategies, and ensuring that management rolls out the strategies across the organization. This book helps in Key Takeaways Companies, universities, non-profits, and other organizations can use strategic management as a way to make goals and meet objectives. Flexible companies may find it easier to make changes to their structure and plans, while inflexible companies may chafe at a changing environment. A strategic manager may oversee strategic management plans and devise ways for organizations to meet their benchmark goals. Strategic management is divided into several schools of thought. A prescriptive approach to strategic management outlines how strategies should be developed, while a descriptive approach focuses on how strategies should be put into practice. These schools differ on whether strategies are developed through an analytic process, in which all threats and opportunities are accounted for, or are more like general guiding principles to be applied. Business culture, the skills and competencies of employees, and organizational structure all important factors that influence how an organization can achieve its stated objectives. Inflexible companies may find it difficult to succeed in a changing business environment. Creating a barrier between the development of strategies and their implementation can make it difficult for managers to determine whether objectives have been efficiently met. While an organization’s upper management is ultimately responsible for its strategy the strategies are often sparked by actions and ideas from lower-level managers and employees. An organization may have several employees devoted to strategy, rather than relying solely on the Chief Executive Officer (CEO) for guidance. This book even help the companies to find ways to be more competitive is the purpose of strategic management. To that end, putting strategic management plans into practice is the most important aspect of the planning itself. Plans in practice involve identifying benchmarks, realigning resources-financial and human-and putting leadership resources in place to oversee the creation, sale, and deployment of products and services. In business, strategic management is important because it allows a company to analyze areas for operational improvement. In many cases, they can follow either an analytical process, which identifies potential threats and opportunities, or simply follow general guidelines. Given the structure of the organization, a company may choose to follow either a prescriptive or descriptive approach to strategic management. Under a prescriptive model, strategies are outlined for development and execution. By contrast, a descriptive approach describes how a company can develop these strategies.
BPO (business process outsourcing) is a business activity in which a company hires an outside service provider to complete a critical business task. Typically, an organisation begins by identifying a process that is required for its operations but not part of its core value proposition in the market; this phase necessitates a thorough understanding of the organization's processes as well as effective business process management. Payroll and accounting processes, for example, are suitable for BPO since they are conducted the same or similarly from company to firm. Because these commodity operations don't usually distinguish one company from another, business leaders often decide that having their own employees conduct them isn't worth it. Companies believe that outsourcing these procedures to a business that specialises in them will produce better outcomes. The origins of BPO can be traced back to the manufacturing industry. After determining that third-party vendors could offer more skills, speed, and cost efficiency to the process than an in-house team could, manufacturers hired them to handle aspects of their supply chains. Organizations in other industries eventually embraced the practise. Organizations of many types — for-profit enterprises, nonprofits, and even government agencies — now contract with BPO service providers in the United States, throughout North America, and around the world to conduct a variety of tasks. What is the purpose of BPO? Business process outsourcing is used by companies for two types of tasks: back-office and front-office operations. Accounting, information technology (IT) services, human resources (HR), quality assurance, and payment processing are examples of back-office tasks, sometimes known as internal business functions. Customer service, marketing, and sales are all examples of front-office tasks. BPO contracts can entail outsourcing a whole functional area to a single vendor, such as the HR department. Specific processes within a functional area are frequently outsourced by companies. For example, a company might outsource payroll yet handle all other HR functions in-house.
To date, a plethora of companies and organizations are investing vast amounts of money on the latest technologies. Information technology can be used to improve market share, profits, sales, competitive advantage, and customer/employee satisfaction. Unfortunately, the individuals meant to use these technologies are not well equipped on how to effectively and efficiently use these tools for competitive advantage and decision making. The Handbook of Research on IT Applications for Strategic Competitive Advantage and Decision Making is a collection of innovative research relevant to the methodologies, theoretical frameworks, and latest empirical research findings in information technology applications, strategic competitive advantage, and decision making. While highlighting topics including agility, knowledge management, and business intelligence, this book is ideally designed for information technology professionals, academics, researchers, managers, executives, and government officials interested in using information technology for strategic competitive advantage and better decision making.
Business Process Outsourcing (BPO)-the sourcing of business services through external third parties-is a global phenomenon, which generated nearly $300 billion worldwide in 2012. BPO is highly IT-enabled, and on a growth trajectory that impacts across functions of major, medium and small enterprises, including procurement, human resources, accounting and finance, sales, marketing, legal, asset management and key administrative processes. Despite this size and spread, BPO services and the ability of clients to manage their providers, are still evolving and have a mixed record. In the course of their research, the authors have found only 20% of outsourcing arrangements are world-class performers. A further 25% are 'good', 40% are 'OK' and 15% are 'poor'. This book pinpoints and describes in detail the effective practices that characterize the top global BPO performers, including Microsoft, BP, EMC and TalkTalk. The authors provide case illustrations and examples throughout of how world-class practices were generated and evolved, and how they can be applied to real life settings and problem areas.