Essentials of Business Process Outsourcing

Thomas N. Duening is Director of the Entrepreneurial Programs Office at the Ira A. Fulton School of Engineering, Arizona State University in Tempe, Arizona. He is also President of INSYTE Business Research Group, an international business consulting and research firm. Rick L. Click is Senior Director of Global Technology for PayPal, Inc. He has held a series of roles developing business strategies and executing business-reengineering projects for Fortune 500 companies. He also has been the keynote speaker at the General Electric (GE) annual forum for the last three years.

• Preface.1. The BPO Revolution.2. Identifying and Selecting the BPO Opportunity.3. Identifying and Managing the Costs of BPO.4. Vendor Selection and Contracting.5. Managing BPO-Related Change.6. Infrastructure Considerations and Challenges.7. Business Risks and Mitigation Strategies.Index.