Business Process outsourcing The Competitive Advantage phần 1 pps

... sup- porters along the way, and we could not have written this book without them. acknowledgments fm 01_ 4307.qxd 8 /18 /04 11 :46 AM Page xiii Business Process outsourcing fm 01_ 4307.qxd 8 /18 /04 11 :46 AM Page ... gives life to the business in- novation called business process outsourcing. Business process outsourcing (BPO) is defined simply as the movement of...

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... 8 /18 /04 11 :36 AM Page 81 the business case, the more likely that actions can swiftly and surely be con- sidered and taken. The findings section of the business case should include copies of the process ... articulates the scope of the BPO initiative, the expectations for service delivery, the qualifications of the outsourcing firm, and the range of services...

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... Indicators—2002. 400,000 350,000 300,000 250,000 200,000 15 0,000 10 0,000 50,000 19 75 19 79 19 83 19 87 19 91 1995 19 98 Asia Social & behavioral sciences Natural sciences Engineering ch 01_ 4307.qxd 8 /18 /04 11 :33 AM Page 11 when storage ... in Group 12 % 11 % 4% Content Creation 11 % 9% 3% Stream Multimedia 21% 13 % 7% Download Music 13 % 3% 3% Source: Pew Internet...

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... 8 /18 /04 11 :35 AM Page 50 The business process map should be developed using what we call a three- tier analytic structure. Tier 1 analyzes the process at the highest level, using the common business ... services. 12 36 BPO OVERVIEW ch02_4307.qxd 8 /18 /04 11 :34 AM Page 36 ch02_4307.qxd 8 /18 /04 11 :34 AM Page 44 The project got off to a good start. The vendor’s...

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... difficulties. 91 ch05_4307.qxd 8 /18 /04 11 :37 AM Page 91 conferences. This helps motivate the vendor into making the best deal possi- ble to win the buyer’s business. After the telephone conference, the ... references. The short list will consist of three to five vendors who will be contacted for a telephone conference. 11 0 BPO VENDOR SELECTION ch05_4307.qxd 8 /18 /04 1...

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... 8 /18 /04 11 :38 AM Page 11 4 The negotiated term of the BPO contract should at minimum match the life cycle of the processes involved and changes in the business cycle. Support of the governance process ... may be imple- mented to test the relationship. Identify and Select a BPO Vendor 11 1 ch05_4307.qxd 8 /18 /04 11 :37 AM Page 11 1 11 2 Even when laws have been writ...

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... depends on the criticality of the out- sourced business process. The closer the outsourced process is to the core business process of the BPO buyer, the greater the depth required in the BPO relationship. ... likely Managing the BPO Transition 14 1 ch07_4307.qxd 8 /18 /04 11 :39 AM Page 14 1 nels in communicating with employees about the changes they will be...

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... business processes to the vendor. The metrics associated with SLAs indicate whether the company is receiving the services it is paying for. Many organizations have learned that the business process ... discussions with people involved in the process, mapping the process, and specifying Managing the Buyer–Vendor Relationship 16 7 ch08_4307.qxd 8 /18 /04 11 :40 AM Page...

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... Cook, “Debate Over Outsourcing Heats Up, Ignited by Election-Year Politics,” Seattle Post-Intelligencer (February 12 , 2004). ch10_4307.qxd 8 /18 /04 11 :42 AM Page 19 2 ch 11_ 4307.qxd 8 /18 /04 11 :43 AM Page ... legislatures and Congress. One bill, 210 THE FUTURE OF BPO ch 11_ 4307.qxd 8 /18 /04 11 :43 AM Page 210 The Future of BPO PART five T his part explores the future of...

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... health information (EPHI), 19 8 Emergent phenomenon, 9 10 Empathy, 55 Employees, 10 8, 11 7 11 8, 14 7 14 8 Employment laws, 11 7, 11 8, 19 1 19 2 Engineering degrees, 12 , 212 , 217 EPHI (electronic protected ... section of, 11 6 11 7 SLA section of, 11 9 12 1, 16 1, 16 2 termination of, 12 6 12 7 term of the, 12 3 and transition phase, 12 8 Contractual/legal section (of RF...

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