Business Process Outsourcing: The Competitive Advantage [Hardcover]

Rick L. Click (Author), Thomas N. Duening (Author)

Book Description

Publication Date: October 18, 2004

Business Process Outsourcing (BPO) is becoming the new revolution as company's of all sizes are seeking to take advantage of this source of competitive advantage.
This book provides a step-by-step approach to understanding the application of Business Process Outsourcing, assessing the BPO opportunity in the company, and then managing the transition to BPO. It serves as a guide to implementing BPO and as a reference source to solving the variety of issues that may arise during a BPO initiative. Each chapter features a case study, insight from a practitioner, focus on how BPO affects people, and ethical considerations.
* Discusses both the how and why of business process outsourcing with a straightforward "how to" approach.
* Provides managers with the tools to analyse the BPO opportunities for their own firms, as well as techniques and strategies for managing a BPO initiative.
* Empowers businesses of all sizes to take advantage of this all-encompassing business revolution.

Editorial Reviews

From the Inside Flap

Outsourcing is a hot topic in the business press, but it’s hardly new. A key methodology in today’s business world, business process outsourcing (BPO) lets companies take full advantage of the realities of globalization by exporting certain business processes to outside providers who can do it cheaper, faster, or better. The benefits of BPO in terms of cost and competition are obvious, but it’s also an effective way for companies to focus more on their core competencies. Outsourcing peripheral functions lets companies concentrate on what they do best.

Many functions can be and are regularly outsourced, such as payroll and benefits, customer service, call centers, technical support, and even manufacturing, but BPO is much more than the movement of jobs from one place to another. Like other business methodologies such as Six Sigma, BPO is a process that must be undertaken carefully and judiciously to produce maximum benefit for businesses.

This book presents a step-by-step approach to understanding the proper application of BPO, assessing the BPO opportunities within an organization, and managing the initiative effectively. Covering more than just the nuts and bolts of BPO, this comprehensive resource also examines the vital, real-world issues of BPO’s effect on employees and interoffice relationships–helping managers control the pace of change and balance the interests of employees and shareholders. Regardless of the processes involved or the revolutionary nature of modern business, all organizations are built on human beings, and managing human relationships in times of change is a task for which all managers must be prepared. Covering not only practical business considerations but ethical ones as well, this is an indispensable source of information that businesses large and small won’t want to do without.

Enabling real cost reductions for both organizations and their customers alike, BPO is as inevitable a revolution as the business world has seen in decades. Those business managers who fail to recognize and realize the competitive advantage it offers will learn too late that the global economy has passed them by.

From the Back Cover

Business Process Outsourcing is for business leaders who understand the reality of globalization–and understand the consequences of falling behind in a highly competitive marketplace. Business process outsourcing (BPO) offers businesses the opportunity to cut costs for themselves and their customers, as well as establish a meaningful competitive advantage. This book takes a comprehensive look at BPO, revealing how today’s best companies are making it a core business principle. Inside, you’ll find expert guidance on every aspect of BPO:

• Identifying and selecting outsourcing opportunities
• Managing the costs of BPO
• Choosing vendors
• Handling BPO contracts
• Managing the transition to BPO
• Managing the buyer-vendor relationship
• Infrastructure needs and considerations
• Risks and mitigation strategies

See all Editorial Reviews

Product Details

• Hardcover: 241 pages
• Publisher: Wiley; 1 edition (October 18, 2004)
• Language: English
• ISBN-10: 0471655775
• ISBN-13: 978-0471655770
• Product Dimensions: 8.6 x 6 x 0.9 inches
• Shipping Weight: 1.1 pounds (View shipping rates and policies)
• Average Customer Review: 4.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #2,243,498 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

4.0 out of 5 stars Informative guide to business process outsourcing, August 13, 2008

By 

Rolf Dobelli "getAbstract" (Switzerland) - See all my reviews
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This review is from: Business Process Outsourcing: The Competitive Advantage (Hardcover)

Rick L. Click and Thomas N. Duening provide an informative guide to the basic considerations, risks and methods of business process outsourcing (BPO). You can use this solid handbook to determine if BPO can help your company and to understand what steps to take to implement it successfully, just be aware that it isn't as focused on environmental and energy costs as the very latest counsel. getAbstract recommends this book to managers and general businesspeople rather than to academics or practitioners. It is a hands-on introduction and overall guide to this approach to major support functions.

4.0 out of 5 stars A very good practical introduction to Business Process Outsourcing, May 23, 2008

By 

Craig Matteson (Saline, MI) - See all my reviews
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This review is from: Business Process Outsourcing: The Competitive Advantage (Hardcover)

Global competition doesn't just move jobs, it also moves business processes and creates new kinds of business cooperation. For more than a century companies with global reach had to grow into huge enterprises with massive internal infrastructure. With the rise of computer systems, smaller companies learned to share the large mainframes to lower the cost for each business. Specialized providers went into business to offer their systems and expertise so that businesses could focus on their value proposition rather than their information technology.

This outsourcing of non-core operations has expanded to many other kinds of business processes such as human resources and even some aspects of accounting. Some businesses are even creating new value propositions by combining their specialized abilities with those of another company in order for each to have a more powerful offering for their target markets. This is especially true as companies extend their reach around the globe.

Rick Click and Thomas Duening show you how this process works and what you need to do and consider so you can identify which processes you might want to outsource to lower your costs and extend your reach. While this is a practical introduction, it is meant for the general business person having to learn about BPO and having to get up to speed about what has to be done to get it right. If you are an actual BPO practitioner, this can be an introduction, but won't be enough to actually implement your project.

However, it is a good way to get your mind around the subject on a basic level.

Reviewed by Craig Matteson, Ann Arbor, MI