Nine Keys to World-Class Business Process Outsourcing

Mary Lacity, Leslie Willcocks

ISBN 10: 1472918487 / ISBN 13: 9781472918482

Published by Bloomsbury Information, GB, 2015

About this Item

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.

Seller Inventory # LU-9781472918482

Bibliographic Details

• Title: Nine Keys to World-Class Business Process Outsourcing
• Publisher: Bloomsbury Information, GB
• Publication Date: 2015
• Language: English
• ISBN 10: 1472918487
• ISBN 13: 9781472918482
• Binding: Hardback
• Condition: New
• Weight: 572 grams

About this title

Synopsis

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.

About the Authors

Dr. Mary Lacity is Curators' Professor of Information Systems and an International Business Fellow at the University of Missouri-St. Louis. She is also Visiting Professor at the London School of Economics, a Certified Outsourcing Professional ®, Industry Advisor for the Outsourcing Angels and the Everest Group, Co-editor of the Palgrave Series: Work, Technology, and Globalization, Senior Editor for MIS Quarterly Executive and on the Editorial Boards for Journal of Information Technology, Journal of Strategic Information Systems, and Strategic Outsourcing: An International Journal. She was inducted into the International Association of Outsourcing Professional's Hall of Fame in 2014. She was the recipient of the 2008 Gateway to Innovation Award sponsored by the IT Coalition, Society for Information Management, and St. Louis RCGA and the 2000 World Outsourcing Achievement Award sponsored by PricewaterhouseCoopers and Michael Corbett and Associates. She has published 18 books, most recently The Rise of Legal Services Outsourcing (Bloomsbury Publishing, London, 2014; co-authors Leslie Willcocks and Andrew Burgess.)

Dr. Leslie Willcocks is Professor in Technology Work and Globalization and Director of the Outsourcing Unit at the Department of Management at London School of Economics and Political Science. He is Editor-in-Chief of the Journal of Information Technology. He is also Associate Fellow at Templeton College, Oxford, and Visiting Professor In Information Systems at Erasmus University, Rotterdam and at University of Melbourne. He holds a doctorate in information systems from the University of Cambridge. He is also Fellow of the British Computer Society, of the Institute of Personnel Development, and, in 2014, was inducted into the Hall of Fame of the International Association of Outsourcing Professionals. He is co-author of 39 books. Published in 2014 are Moving To The Cloud Corporation (Palgrave) and The Rise of Legal Services Outsourcing (Bloomsbury). He has published over 230 refereed papers in journals such as Harvard Business Review, Sloan Management Review, California Management Review, MIS Quarterly, Journal of Management Studies including most recently Outsourcing Business Processes For Innovation (Sloan Management Review, Spring 2013).