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Vinond V. Sople

Published by PHI Learning (2009)

ISBN 10: 8120338154 ISBN 13: 9788120338159

New
Softcover
First Edition

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From: BookVistas (New Delhi, DELHI, India)

Seller Rating: 3-star rating

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About this Item: PHI Learning, 2009. Softcover. Condition: New. First edition. 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. CONTENTS: Preface ? 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 Annexure A GLOSSARY Annexure B INFORMATION RESOURCES ON BPO Annexure C BPO ORGANISATIONS Annexure D DRAFT SERVICE LEVEL AGREEMENT Index Printed Pages: 248. Seller Inventory # 10988

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Vinod V. Sople

Published by PHI Learning

ISBN 10: 8120338154 ISBN 13: 9788120338159

Used

Quantity Available: 1

From: Vedams eBooks (P) Ltd (New Delhi, India)

Seller Rating: 3-star rating

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Price: US$ 3.00
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About this Item: PHI Learning. Contents Preface Acknowledgements 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 Annexure A Glossary Annexure B Information Resources On BPO Annexure C BPO Organisations  Annexure D Draft Service Level Agreement Index   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 248 pp. Seller Inventory # 86232

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