Nine keys to world-class business process outsourcing /:
"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 en...
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
London :
Bloomsbury,
2015.
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | "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."--Bloomsbury Publishing |
| Beschreibung: | 1 online resource |
| Bibliographie: | Includes bibliographical references and index. |
| ISBN: | 9781472918505 1472918509 9781472918499 1472918495 9781336211476 1336211474 9781472918512 1472918517 1472918487 9781472918482 |
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| 100 | 1 | |a Lacity, Mary Cecelia, |e author. |0 http://id.loc.gov/authorities/names/n92111753 | |
| 245 | 1 | 0 | |a Nine keys to world-class business process outsourcing / |c Mary Lacity and Leslie Willcocks. |
| 264 | 1 | |a London : |b Bloomsbury, |c 2015. | |
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| 504 | |a Includes bibliographical references and index. | ||
| 588 | 0 | |a Online resource; title from PDF title page (EBSCO, viewed January 26, 2015). | |
| 520 | |a "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."--Bloomsbury Publishing | ||
| 505 | 0 | |a Cover; HalfTitle; Title; Copyright; Contents; List of figures; List of tables; Professional credits; Acknowledgements; Foreword; Introduction: Outsourcingas evolution; Chapter 1 Introducing the nine keys to world-class BPO1; 1.1. Introduction; 1.2. The BPO report card; 1.3. Sourcing practices that lead to good performance; 1.4. The nine keys to world-class performance; 1.5. Lessons learned; Chapter 2 . Key 1: Assign a great leadership pair; 2.1. Introduction; 2.2. The ten attributes of effective leadership pairs; 2.3. Rating the leadership pair attributes. | |
| 505 | 8 | |a 2.4. Case studies: How leaders transform BPO performance2.5. Leadership teams -- the role of middle managers; 2.6. Conclusion; Chapter 3 . Key 2: Focus on business and strategic benefits beyond cost efficiencies; 3.1. Introduction; 3.2. Outsourcing aspirations; 3.3. Business value; 3.4. Cost plus innovation; 3.5. Global sourcing evolution; 3.6. Inviting providers into the strategic tent; 3.7. Conclusion; Chapter 4 . Key 3: Drive strong ℗Ưtransition, transformation and change management capabilities; 4.1. Introduction; 4.2. Transformation management capability. | |
| 505 | 8 | |a 4.3. Transition management capability4.4. Ongoing change management; 4.5. Conclusion; Chapter 5 . Key 4: Adopt a partnering approach to governance; 5.1. Introduction; 5.2. The partnership view; 5.3. Partnering behaviours; 5.4. Conclusion; Chapter 6 . Key 5: Align the retained organization, outsourced processes and provider staff; 6.1. Introduction; 6.2. Structures transformed from 'pyramids' to 'diamonds'; 6.3. Employees transformed from 'back-office' doers to 'front-office' service coordinators; 6.4. Internal clients transformed from 'users' to 'customers' | |
| 505 | 8 | |a 6.5. Provider relationships transformed from 'them' to 'us'6.6. Conclusion; Chapter 7 . Key 6: Resolve issues together and conflicts fairly; 7.1. Introduction; 7.2. Principles of collaborative problem-solving; 7.3. Problems that arise in BPO relationships; 7.4. Stories of service issues; 7.5. Stories of relationship traumas; 7.6. Stories of commercial conflicts; 7.7. Conclusion; Chapter 8 . Key 7: Use technology as enabler and accelerator of performance; 8.1. Introduction; 8.2. Self-service portals; 8.3. Automation; 8.4. Business analytics and forecasting tools. | |
| 505 | 8 | |a 8.5. Workflow tools8.6. Governance tools; 8.7. Cloud delivery; 8.8. Conclusion; Chapter 9 . Key 8: Deploy domain expertise and business analytics; 9.1. Introduction; 9.2. The case of a grocery retailer; 9.3. The case of an aircraft engine manufacturer; 9.4. The case of reducing healthcare claim errors; 9.5. Conclusion; Chapter 10 . Key 9: Prioritize and incent innovation; 10.1. Introduction; 10.2. Definitions and examples on innovations; 10.3. Incenting innovation; 10.4. Delivering innovation; 10.5. Conclusion. | |
| 650 | 0 | |a Contracting out. |0 http://id.loc.gov/authorities/subjects/sh85031614 | |
| 650 | 6 | |a Impartition. | |
| 650 | 7 | |a Business & management. |2 bicssc | |
| 650 | 7 | |a Outsourcing. |2 bicssc | |
| 650 | 7 | |a Business strategy. |2 bicssc | |
| 650 | 7 | |a Organizational theory & behaviour. |2 bicssc | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management Science. |2 bisacsh | |
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| adam_text | |
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| author | Lacity, Mary Cecelia Willcocks, Leslie |
| author_GND | http://id.loc.gov/authorities/names/n92111753 http://id.loc.gov/authorities/names/n88201555 |
| author_facet | Lacity, Mary Cecelia Willcocks, Leslie |
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| contents | Cover; HalfTitle; Title; Copyright; Contents; List of figures; List of tables; Professional credits; Acknowledgements; Foreword; Introduction: Outsourcingas evolution; Chapter 1 Introducing the nine keys to world-class BPO1; 1.1. Introduction; 1.2. The BPO report card; 1.3. Sourcing practices that lead to good performance; 1.4. The nine keys to world-class performance; 1.5. Lessons learned; Chapter 2 . Key 1: Assign a great leadership pair; 2.1. Introduction; 2.2. The ten attributes of effective leadership pairs; 2.3. Rating the leadership pair attributes. 2.4. Case studies: How leaders transform BPO performance2.5. Leadership teams -- the role of middle managers; 2.6. Conclusion; Chapter 3 . Key 2: Focus on business and strategic benefits beyond cost efficiencies; 3.1. Introduction; 3.2. Outsourcing aspirations; 3.3. Business value; 3.4. Cost plus innovation; 3.5. Global sourcing evolution; 3.6. Inviting providers into the strategic tent; 3.7. Conclusion; Chapter 4 . Key 3: Drive strong ℗Ưtransition, transformation and change management capabilities; 4.1. Introduction; 4.2. Transformation management capability. 4.3. Transition management capability4.4. Ongoing change management; 4.5. Conclusion; Chapter 5 . Key 4: Adopt a partnering approach to governance; 5.1. Introduction; 5.2. The partnership view; 5.3. Partnering behaviours; 5.4. Conclusion; Chapter 6 . Key 5: Align the retained organization, outsourced processes and provider staff; 6.1. Introduction; 6.2. Structures transformed from 'pyramids' to 'diamonds'; 6.3. Employees transformed from 'back-office' doers to 'front-office' service coordinators; 6.4. Internal clients transformed from 'users' to 'customers' 6.5. Provider relationships transformed from 'them' to 'us'6.6. Conclusion; Chapter 7 . Key 6: Resolve issues together and conflicts fairly; 7.1. Introduction; 7.2. Principles of collaborative problem-solving; 7.3. Problems that arise in BPO relationships; 7.4. Stories of service issues; 7.5. Stories of relationship traumas; 7.6. Stories of commercial conflicts; 7.7. Conclusion; Chapter 8 . Key 7: Use technology as enabler and accelerator of performance; 8.1. Introduction; 8.2. Self-service portals; 8.3. Automation; 8.4. Business analytics and forecasting tools. 8.5. Workflow tools8.6. Governance tools; 8.7. Cloud delivery; 8.8. Conclusion; Chapter 9 . Key 8: Deploy domain expertise and business analytics; 9.1. Introduction; 9.2. The case of a grocery retailer; 9.3. The case of an aircraft engine manufacturer; 9.4. The case of reducing healthcare claim errors; 9.5. Conclusion; Chapter 10 . Key 9: Prioritize and incent innovation; 10.1. Introduction; 10.2. Definitions and examples on innovations; 10.3. Incenting innovation; 10.4. Delivering innovation; 10.5. Conclusion. |
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| dewey-ones | 658 - General management |
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| dewey-search | 658.4/058 |
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| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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| genre | Electronic book. |
| genre_facet | Electronic book. |
| id | ZDB-4-EBU-ocn900606184 |
| illustrated | Not Illustrated |
| indexdate | 2024-11-26T14:49:17Z |
| institution | BVB |
| isbn | 9781472918505 1472918509 9781472918499 1472918495 9781336211476 1336211474 9781472918512 1472918517 1472918487 9781472918482 |
| language | English |
| oclc_num | 900606184 |
| open_access_boolean | |
| owner | MAIN DE-863 DE-BY-FWS |
| owner_facet | MAIN DE-863 DE-BY-FWS |
| physical | 1 online resource |
| psigel | ZDB-4-EBU |
| publishDate | 2015 |
| publishDateSearch | 2015 |
| publishDateSort | 2015 |
| publisher | Bloomsbury, |
| record_format | marc |
| spelling | Lacity, Mary Cecelia, author. http://id.loc.gov/authorities/names/n92111753 Nine keys to world-class business process outsourcing / Mary Lacity and Leslie Willcocks. London : Bloomsbury, 2015. 1 online resource text txt rdacontent computer c rdamedia online resource cr rdacarrier data file Includes bibliographical references and index. Online resource; title from PDF title page (EBSCO, viewed January 26, 2015). "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."--Bloomsbury Publishing Cover; HalfTitle; Title; Copyright; Contents; List of figures; List of tables; Professional credits; Acknowledgements; Foreword; Introduction: Outsourcingas evolution; Chapter 1 Introducing the nine keys to world-class BPO1; 1.1. Introduction; 1.2. The BPO report card; 1.3. Sourcing practices that lead to good performance; 1.4. The nine keys to world-class performance; 1.5. Lessons learned; Chapter 2 . Key 1: Assign a great leadership pair; 2.1. Introduction; 2.2. The ten attributes of effective leadership pairs; 2.3. Rating the leadership pair attributes. 2.4. Case studies: How leaders transform BPO performance2.5. Leadership teams -- the role of middle managers; 2.6. Conclusion; Chapter 3 . Key 2: Focus on business and strategic benefits beyond cost efficiencies; 3.1. Introduction; 3.2. Outsourcing aspirations; 3.3. Business value; 3.4. Cost plus innovation; 3.5. Global sourcing evolution; 3.6. Inviting providers into the strategic tent; 3.7. Conclusion; Chapter 4 . Key 3: Drive strong ℗Ưtransition, transformation and change management capabilities; 4.1. Introduction; 4.2. Transformation management capability. 4.3. Transition management capability4.4. Ongoing change management; 4.5. Conclusion; Chapter 5 . Key 4: Adopt a partnering approach to governance; 5.1. Introduction; 5.2. The partnership view; 5.3. Partnering behaviours; 5.4. Conclusion; Chapter 6 . Key 5: Align the retained organization, outsourced processes and provider staff; 6.1. Introduction; 6.2. Structures transformed from 'pyramids' to 'diamonds'; 6.3. Employees transformed from 'back-office' doers to 'front-office' service coordinators; 6.4. Internal clients transformed from 'users' to 'customers' 6.5. Provider relationships transformed from 'them' to 'us'6.6. Conclusion; Chapter 7 . Key 6: Resolve issues together and conflicts fairly; 7.1. Introduction; 7.2. Principles of collaborative problem-solving; 7.3. Problems that arise in BPO relationships; 7.4. Stories of service issues; 7.5. Stories of relationship traumas; 7.6. Stories of commercial conflicts; 7.7. Conclusion; Chapter 8 . Key 7: Use technology as enabler and accelerator of performance; 8.1. Introduction; 8.2. Self-service portals; 8.3. Automation; 8.4. Business analytics and forecasting tools. 8.5. Workflow tools8.6. Governance tools; 8.7. Cloud delivery; 8.8. Conclusion; Chapter 9 . Key 8: Deploy domain expertise and business analytics; 9.1. Introduction; 9.2. The case of a grocery retailer; 9.3. The case of an aircraft engine manufacturer; 9.4. The case of reducing healthcare claim errors; 9.5. Conclusion; Chapter 10 . Key 9: Prioritize and incent innovation; 10.1. Introduction; 10.2. Definitions and examples on innovations; 10.3. Incenting innovation; 10.4. Delivering innovation; 10.5. Conclusion. Contracting out. http://id.loc.gov/authorities/subjects/sh85031614 Impartition. Business & management. bicssc Outsourcing. bicssc Business strategy. bicssc Organizational theory & behaviour. bicssc BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Contracting out fast Electronic book. Willcocks, Leslie, author. http://id.loc.gov/authorities/names/n88201555 has work: Nine keys to world-class business process outsourcing (Text) https://id.oclc.org/worldcat/entity/E39PCFB9MCQxbKGkpvgwX9JXr3 https://id.oclc.org/worldcat/ontology/hasWork Erscheint auch als: Druck-Ausgabe FWS01 ZDB-4-EBU FWS_PDA_EBU https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=941854 Volltext |
| spellingShingle | Lacity, Mary Cecelia Willcocks, Leslie Nine keys to world-class business process outsourcing / Cover; HalfTitle; Title; Copyright; Contents; List of figures; List of tables; Professional credits; Acknowledgements; Foreword; Introduction: Outsourcingas evolution; Chapter 1 Introducing the nine keys to world-class BPO1; 1.1. Introduction; 1.2. The BPO report card; 1.3. Sourcing practices that lead to good performance; 1.4. The nine keys to world-class performance; 1.5. Lessons learned; Chapter 2 . Key 1: Assign a great leadership pair; 2.1. Introduction; 2.2. The ten attributes of effective leadership pairs; 2.3. Rating the leadership pair attributes. 2.4. Case studies: How leaders transform BPO performance2.5. Leadership teams -- the role of middle managers; 2.6. Conclusion; Chapter 3 . Key 2: Focus on business and strategic benefits beyond cost efficiencies; 3.1. Introduction; 3.2. Outsourcing aspirations; 3.3. Business value; 3.4. Cost plus innovation; 3.5. Global sourcing evolution; 3.6. Inviting providers into the strategic tent; 3.7. Conclusion; Chapter 4 . Key 3: Drive strong ℗Ưtransition, transformation and change management capabilities; 4.1. Introduction; 4.2. Transformation management capability. 4.3. Transition management capability4.4. Ongoing change management; 4.5. Conclusion; Chapter 5 . Key 4: Adopt a partnering approach to governance; 5.1. Introduction; 5.2. The partnership view; 5.3. Partnering behaviours; 5.4. Conclusion; Chapter 6 . Key 5: Align the retained organization, outsourced processes and provider staff; 6.1. Introduction; 6.2. Structures transformed from 'pyramids' to 'diamonds'; 6.3. Employees transformed from 'back-office' doers to 'front-office' service coordinators; 6.4. Internal clients transformed from 'users' to 'customers' 6.5. Provider relationships transformed from 'them' to 'us'6.6. Conclusion; Chapter 7 . Key 6: Resolve issues together and conflicts fairly; 7.1. Introduction; 7.2. Principles of collaborative problem-solving; 7.3. Problems that arise in BPO relationships; 7.4. Stories of service issues; 7.5. Stories of relationship traumas; 7.6. Stories of commercial conflicts; 7.7. Conclusion; Chapter 8 . Key 7: Use technology as enabler and accelerator of performance; 8.1. Introduction; 8.2. Self-service portals; 8.3. Automation; 8.4. Business analytics and forecasting tools. 8.5. Workflow tools8.6. Governance tools; 8.7. Cloud delivery; 8.8. Conclusion; Chapter 9 . Key 8: Deploy domain expertise and business analytics; 9.1. Introduction; 9.2. The case of a grocery retailer; 9.3. The case of an aircraft engine manufacturer; 9.4. The case of reducing healthcare claim errors; 9.5. Conclusion; Chapter 10 . Key 9: Prioritize and incent innovation; 10.1. Introduction; 10.2. Definitions and examples on innovations; 10.3. Incenting innovation; 10.4. Delivering innovation; 10.5. Conclusion. Contracting out. http://id.loc.gov/authorities/subjects/sh85031614 Impartition. Business & management. bicssc Outsourcing. bicssc Business strategy. bicssc Organizational theory & behaviour. bicssc BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Contracting out fast |
| subject_GND | http://id.loc.gov/authorities/subjects/sh85031614 |
| title | Nine keys to world-class business process outsourcing / |
| title_auth | Nine keys to world-class business process outsourcing / |
| title_exact_search | Nine keys to world-class business process outsourcing / |
| title_full | Nine keys to world-class business process outsourcing / Mary Lacity and Leslie Willcocks. |
| title_fullStr | Nine keys to world-class business process outsourcing / Mary Lacity and Leslie Willcocks. |
| title_full_unstemmed | Nine keys to world-class business process outsourcing / Mary Lacity and Leslie Willcocks. |
| title_short | Nine keys to world-class business process outsourcing / |
| title_sort | nine keys to world class business process outsourcing |
| topic | Contracting out. http://id.loc.gov/authorities/subjects/sh85031614 Impartition. Business & management. bicssc Outsourcing. bicssc Business strategy. bicssc Organizational theory & behaviour. bicssc BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Contracting out fast |
| topic_facet | Contracting out. Impartition. Business & management. Outsourcing. Business strategy. Organizational theory & behaviour. BUSINESS & ECONOMICS Industrial Management. BUSINESS & ECONOMICS Management. BUSINESS & ECONOMICS Management Science. BUSINESS & ECONOMICS Organizational Behavior. Contracting out Electronic book. |
| url | https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=941854 |
| work_keys_str_mv | AT lacitymarycecelia ninekeystoworldclassbusinessprocessoutsourcing AT willcocksleslie ninekeystoworldclassbusinessprocessoutsourcing |