Business Process Outsourcing: A Supply Chain of Expertises

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.