Business Process outsourcing The Competitive Advantage phần 8 pot

... 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 ... arise. If left untreated, these negative emotions can rot the spirit 1 68 EXECUTING AN OUTSOURCING PROJECT ch 08_ 4307.qxd 8/ 18/ 04 11:40 AM Page 1 68 extent of the te...

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... phases. In many cases, the costs incurred directly in one phase linger across the other 88 TO BPO OR NOT TO BPO? ch04_4307.qxd 8/ 18/ 04 11:36 AM Page 88 otherwise confidential information. Therefore, harmony ... manage the ticketing process. Had American decided long ago to outsource the ticketing process, it would 86 TO BPO OR NOT TO BPO? ch04_4307.qxd 8/ 18/ 04 11:36 AM Pa...

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... gives life to the business in- novation called business process outsourcing. Business process outsourcing (BPO) is defined simply as the movement of business processes from inside the organization ... out. I. Duening, Thomas N. II. Title. HD2365.C 48 2004 6 58. 4’0 58 dc22 20040 086 08 Printed in the United States of America 10 987 654321 fm01_4307.qxd 8/ 18/ 04 11:4...

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... strategy. These agents not only educate and acquire SME customers, but they help them reengi- neer their business processes and manage the BPO transition. ch01_4307.qxd 8/ 18/ 04 11:33 AM Page 24 The ... executive. SUMMARY Business process outsourcing (BPO) is simply the movement of business processes to the highest-skill/lowest-cost provider. There are talent hot spots aro...

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... noncore functions Create business change ch02_4307.qxd 8/ 18/ 04 11:34 AM Page 38 The formation of the business unit was not the beginning of Amazon’s outsourcing business. Borders, the second largest ... principal business processes. 3 In the book The Process Edge, Keen identifies more than 100 processes, depicted in Exhibit 3.4, that he refers to as the process s...

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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 ... presents the methodology and find- ings of the BAT. The methodology section of the business case should include a review of the process the BAT used to r...

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... standards. ch06_4307.qxd 8/ 18/ 04 11: 38 AM Page 114 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 ... terminate outsourcing arrangements before the end of the contract period. The nego- tiated term of the BPO contract should at minimum match the...

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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. ... AM Page 150 1. The depth of the relationship 2. The scope of the relationship 3. The choice of assets to use 4. The choice of business culture to...

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... BPO gold. Another risk concerns the potential for vendors to overstate their compe- tencies and to exaggerate the business and technical certifications they possess and the clients they serve. ... be CHAPTER 10 Business Risks and Mitigation Strategies ch10_4307.qxd 8/ 18/ 04 11:42 AM Page 189 The PMT often ignores the risks associated with unrealistic expectations on the par...

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... 73–76 contract-development, 79 80 financial, 73 86 operating, 83 86 relationship, 87 88 strategic, 86 88 and TCM, 71–72 transition, 80 83 vendor-selection, 76–79 Cost-plus model, 122 Cost-reduction BPO projects, 83 Council ... venture capital, 6 Business skills, 155 Business specialization, 18 20 Business- to -business (B2B), 18 19 Business- to-consumer (B2C), 18 Business...

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