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Business Process Outsourcing (BPO)â€â€the sourcing of business services through external third partiesâ€â€is a global phenomenon, which generated nearly $3 billion worldwide in 212. 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 2% of outsourcing arrangements are world-class performers. A further 25% aregood', 4% areOK' and 15% arepoor'. 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.
Dr. Mary Lacity is an Associate at The Outsourcing Unit, London School of Economics and Curator's Professor and International Business Fellow at University of Missouri-St. Louis, USA. She is a Certified Outsourcing Professional ®, Co-Chair of the IAOP Midwest Chapter, Industry Advisor for the Outsourcing Angels, Co-editor of the Palgrave Series: Work, Technology, and Globalization, and on the Editorial Boards for Journal of Information Technology, MIS Quarterly Executive, Journal of Strategic Information Systems, and Strategic Outsourcing: An International Journal. She was inducted into the IAOP's Hall of Fame in 214. She is the recipient of the 28 Gateway to Innovation Award and the 2 World Outsourcing Achievement Award. She has published 16 books. Dr. Leslie Willcocks is Director of The Outsourcing Unit, London School of Economics (LSE) and Professor of Technology, Work and Globalisation at LSE. He holds visiting chairs at Erasmus, Melbourne and Sydney universities and is an Associate Fellow at Green-Templeton, University of Oxford. He has been Editor-in-Chief of the Journal of Information Technology for the last 2 years, and is joint series editor, with Mary C. Lacity, of the Palgrave book series Technology Work and Globalization. He has co-authored 39 books. In 21 he won the PriceWaterhouseCoopers/Michael Corbett Associates World Outsourcing Achievement Award. In 214 he was inducted into the Hall of Fame of the IAOP.
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