简介
This book has been an incredibly stimulating challenge and has introduced us
to many fascinating people on several continents. Any book ultimately is
the result of input and feedback from a wide range of people, and this one is
no exception. We thank everyone who contributed his or her time and efforts
to this project. Especially notable has been the contributions of the executives
and outsourcing professionals that we consulted time and again to understand
more deeply the nuances of an effective project. We also want to acknowledge
Mr. David Piper of the law firm Boyer & Ketchand for his contributions to
Chapter 6; Mr. Lalit Ahuja of Suntech Data Systems for his assistance on
Chapter 8; and Mr. Matt Castleman for his exceptional work on the graphics
and exhibits in this book. Our Wiley editor, Mr. Sheck Cho, is to be commended
for his vision in signing this project before outsourcing became a
household word. Of course, we take full responsibility for any errors that remain
in this book.
Foremost among those we feel compelled to acknowledge are the members
of our families. This project consumed many hours over the course of the past
year and meant that vacations, weekends, and family dinners were placed on
hold as the relentless pressure of deadlines kept us at our writing tasks. Amy
Click and Charlene Duening, our wives, were, as usual, our strongest supporters
along the way, and we could not have written this book without them.
目录
contents 7
foreword 9
preface 11
acknowledgments 15
Part One: BPO Overview 17
Chapter 1: What Is So Revolutionary about BPO? 19
BPO: A SOCIO-TECHNICAL INNOVATION 23
DRIVING FACTORS 25
BPO TYPES 36
TO BPO OR NOT TO BPO? A STRATEGIC QUESTION 39
SUMMARY 41
Chapter 2: Who Is Using BPO and How? 43
SUCCESSFUL OFFSHORE OUTSOURCING 44
COMPETENCE CO-DEVELOPMENT OUTSOURCING 46
VARIABLE-PRICE OUTSOURCING 48
FIRST-TIME OUTSOURCING 50
REVERSE OUTSOURCING 52
BUSINESS TRANSFORMATION OUTSOURCING 53
UNSUCCESSFUL OFFSHORE OUTSOURCING 55
CONCLUSION 59
SUMMARY 59
Part Two: To BPO or Not to BPO? 61
Chapter 3: Identify and Select the BPO Opportunity 63
BPO PROJECT TEAM STRUCTURE 65
SIX-STEP PROCESS 66
STEP 1: ESTABLISH A BPO ANALYSIS TEAM 66
STEP 2: CONDUCT A CURRENT STATE ANALYSIS 69
STEP 3: IDENTIFY CORE AND NONCORE ACTIVITIES 73
STEP 4: IDENTIFY BPO OPPORTUNITIES 76
STEP 5: MODEL THE BPO PROJECT 80
STEP 6: DEVELOP AND PRESENT THE BUSINESS CASE 83
CONCLUSION 84
SUMMARY 84
Chapter 4: Identify and Manage the Costs of BPO 86
TOTAL COST MANAGEMENT 87
FINANCIAL COSTS 89
STRATEGIC COSTS 102
CONCLUSION 104
SUMMARY 106
Part Three: BPO Vendor Selection 107
Chapter 5: Identify and Select a BPO Vendor 109
AN EIGHT-STEP PROCESS 110
STEP 1: APPOINT A VENDOR SELECTION TEAM 112
STEP 2: ESTABLISH QUALIFICATIONS 115
STEP 3: DEVELOP A LONG LIST 117
STEP 4: REQUEST FOR INFORMATION 118
STEP 5: REQUEST FOR PROPOSALS 119
STEP 6: EVALUATE THE PROPOSALS 121
STEP 7: SELECT A SHORT LIST 122
STEP 8: SELECT THE VENDOR 124
CONCLUSION 125
SUMMARY 126
Chapter 6: BPO Contracts 128
NEGOTIATING BPO AGREEMENTS 129
TERMS OF THE BPO CONTRACT 132
CONCLUSION 146
SUMMARY 147
Part Four: Executing an Outsourcing Project 149
Chapter 7: Managing the BPO Transition 151
THE BPO PROJECT MANAGEMENT PLAN 152
GENERAL PRINCIPLES OF CHANGE MANAGEMENT 155
CONCLUSION 168
SUMMARY 168
Chapter 8: Managing the Buyer \u2013 Vendor Relationship 170
FUNDAMENTAL CHARACTERISTICS OF THE BPO PROJECT 172
BPO RELATIONSHIP SUCCESS FACTORS 176
RELATIONSHIP RISK FACTORS 181
CONCLUSION 185
SUMMARY 186
Chapter 9: Infrastructure Considerations and Challenges 188
HARDWARE INFRASTRUCTURE 189
SOFTWARE INFRASTRUCTURE 192
KNOWLEDGE INFRASTRUCTURE 194
TRAINING AND SUPPORT INFRASTRUCTURE 200
CONCLUSION 203
SUMMARY 203
Chapter 10: Business Risks and Mitigation Strategies 205
HUMAN CAPITAL RISKS 206
PROJECT RISKS 210
INTELLECTUAL PROPERTY RISKS 213
LEGAL RISKS 216
VENDOR ORGANIZATIONAL RISKS 217
VALUE RISKS 218
FORCE MAJEURE RISKS 219
CONCLUSION 221
SUMMARY 221
Part Five: The Future of BPO 223
Chapter 11: Future Potential for BPO 225
GLOBAL BUSINESS ENVIRONMENT 226
STRATEGY AND COMPETITIVENESS 227
BPO AND POLITICS 228
BPO AND GLOBAL ECONOMICS 229
BPO AND GLOBAL WORKERS 231
BPO AND EDUCATION 233
OUTRAGEOUS PREDICTIONS: WHAT\u2019S LEFT FOR AMERICA? 235
CONCLUSION 236
endnotes 239
Index 249
foreword 9
preface 11
acknowledgments 15
Part One: BPO Overview 17
Chapter 1: What Is So Revolutionary about BPO? 19
BPO: A SOCIO-TECHNICAL INNOVATION 23
DRIVING FACTORS 25
BPO TYPES 36
TO BPO OR NOT TO BPO? A STRATEGIC QUESTION 39
SUMMARY 41
Chapter 2: Who Is Using BPO and How? 43
SUCCESSFUL OFFSHORE OUTSOURCING 44
COMPETENCE CO-DEVELOPMENT OUTSOURCING 46
VARIABLE-PRICE OUTSOURCING 48
FIRST-TIME OUTSOURCING 50
REVERSE OUTSOURCING 52
BUSINESS TRANSFORMATION OUTSOURCING 53
UNSUCCESSFUL OFFSHORE OUTSOURCING 55
CONCLUSION 59
SUMMARY 59
Part Two: To BPO or Not to BPO? 61
Chapter 3: Identify and Select the BPO Opportunity 63
BPO PROJECT TEAM STRUCTURE 65
SIX-STEP PROCESS 66
STEP 1: ESTABLISH A BPO ANALYSIS TEAM 66
STEP 2: CONDUCT A CURRENT STATE ANALYSIS 69
STEP 3: IDENTIFY CORE AND NONCORE ACTIVITIES 73
STEP 4: IDENTIFY BPO OPPORTUNITIES 76
STEP 5: MODEL THE BPO PROJECT 80
STEP 6: DEVELOP AND PRESENT THE BUSINESS CASE 83
CONCLUSION 84
SUMMARY 84
Chapter 4: Identify and Manage the Costs of BPO 86
TOTAL COST MANAGEMENT 87
FINANCIAL COSTS 89
STRATEGIC COSTS 102
CONCLUSION 104
SUMMARY 106
Part Three: BPO Vendor Selection 107
Chapter 5: Identify and Select a BPO Vendor 109
AN EIGHT-STEP PROCESS 110
STEP 1: APPOINT A VENDOR SELECTION TEAM 112
STEP 2: ESTABLISH QUALIFICATIONS 115
STEP 3: DEVELOP A LONG LIST 117
STEP 4: REQUEST FOR INFORMATION 118
STEP 5: REQUEST FOR PROPOSALS 119
STEP 6: EVALUATE THE PROPOSALS 121
STEP 7: SELECT A SHORT LIST 122
STEP 8: SELECT THE VENDOR 124
CONCLUSION 125
SUMMARY 126
Chapter 6: BPO Contracts 128
NEGOTIATING BPO AGREEMENTS 129
TERMS OF THE BPO CONTRACT 132
CONCLUSION 146
SUMMARY 147
Part Four: Executing an Outsourcing Project 149
Chapter 7: Managing the BPO Transition 151
THE BPO PROJECT MANAGEMENT PLAN 152
GENERAL PRINCIPLES OF CHANGE MANAGEMENT 155
CONCLUSION 168
SUMMARY 168
Chapter 8: Managing the Buyer \u2013 Vendor Relationship 170
FUNDAMENTAL CHARACTERISTICS OF THE BPO PROJECT 172
BPO RELATIONSHIP SUCCESS FACTORS 176
RELATIONSHIP RISK FACTORS 181
CONCLUSION 185
SUMMARY 186
Chapter 9: Infrastructure Considerations and Challenges 188
HARDWARE INFRASTRUCTURE 189
SOFTWARE INFRASTRUCTURE 192
KNOWLEDGE INFRASTRUCTURE 194
TRAINING AND SUPPORT INFRASTRUCTURE 200
CONCLUSION 203
SUMMARY 203
Chapter 10: Business Risks and Mitigation Strategies 205
HUMAN CAPITAL RISKS 206
PROJECT RISKS 210
INTELLECTUAL PROPERTY RISKS 213
LEGAL RISKS 216
VENDOR ORGANIZATIONAL RISKS 217
VALUE RISKS 218
FORCE MAJEURE RISKS 219
CONCLUSION 221
SUMMARY 221
Part Five: The Future of BPO 223
Chapter 11: Future Potential for BPO 225
GLOBAL BUSINESS ENVIRONMENT 226
STRATEGY AND COMPETITIVENESS 227
BPO AND POLITICS 228
BPO AND GLOBAL ECONOMICS 229
BPO AND GLOBAL WORKERS 231
BPO AND EDUCATION 233
OUTRAGEOUS PREDICTIONS: WHAT\u2019S LEFT FOR AMERICA? 235
CONCLUSION 236
endnotes 239
Index 249
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