"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
Business Process Outsourcing (BPO)-the sourcing of business services through external third parties-is a global phenomenon, which generated nearly

lgli/Nine Keys to World-Class Business Process Outsourcing_(10.5040_9781472918512).pdf

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Advanced Rowing International perspectives on high performance rowing

9 keys to world-class business process outsourcing

Mary Lacity and Leslie Willcocks

Lacity, Mary, Willcocks, Leslie

A&C Black Business Information and Development

Bloomsbury Information; Bloomsbury

Thomas Reed Publications

Bloomsbury Academic

Bloomsbury UK

United Kingdom and Ireland, United Kingdom

London, England, 2015

Hardback, 2015-01-29

Hardback, PS, 2015

1, 20150423

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Includes bibliographical references and index.

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 performance
2.5. 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 ­transition, transformation and change management capabilities
4.1. Introduction
4.2. Transformation management capability
4.3. Transition management capability
4.4. 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 tools
8.6. 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
Chapter 11 . Microsoft case study: Engaging a BPO provider to help create OneFinance
11.1. Introduction
11.2. Key 1: Assign a greatleadership pair
11.3. Key 2: Focus on business andstrategic benefits beyond cost efficiencies
11.4. Key 3: Drive strong transition,transformational and change managementcapabilities
11.5. Key 4: Adopt a partneringapproach to governance
11.6. Key 5: Align the retainedorganization, outsourced processesand provider staff
11.7. Key 6: Resolve issuestogether and conflicts fairly
11.8. Key 7: Use technology asenabler and accelerator of performance
11.9. Key 8: Deploy domain expertiseand business analytics
11.10. Key 9: Prioritize and incentinnovation
11.11. Conclusion
Chapter 12 . BP case study: Reclaiming world-class performance
12.1. Introduction
12.2. BP’s history of outsourcing
12.3. Key 1: Assign agreat leadership pair
12.4. Key 2: Focus on business andstrategic benefits beyond cost efficiencies
12.5. Key 3: Drive strong transition,transformational and change managementcapabilities
12.6. Key 4: Adopt a partneringapproach to governance
12.7. Key 5: Align the retainedorganization, outsourced processes andprovider staff
12.8. Key 6: Resolve issuestogether and conflicts fairly
12.9. Key 7: Prioritize and incentinnovation
12.10. Conclusion
Chapter 13 . EMC case study: Journey to world-class performance
13.1. Introduction
13.2. Key 1: Assign a greatleadership pair
13.3. Key 2: Focus on business andstrategic benefits beyond cost efficiencies
13.4. Key 3: Drive strong transition,transformational and change managementcapabilities
13.5. Key 4: Adopt a partneringapproach to governance
13.6. Key 5: Align the retainedorganization, outsourced processes andprovider staff
13.7. Key 6: Resolve issues togetherand conflicts fairly
13.8. Key 7: Use technology asenabler and accelerator of performance
13.9. Key 8: Deploy domain expertiseand business analytics
13.10. Key 9: Prioritize and incentinnovation
13.11. Conclusion
Chapter 14 . TalkTalk case study: Transforming a vendor into a partner
14.1. Introduction
14.2. TalkTalk’s history
14.3. Key 1: Assign a greatleadership pair
14.4. Key 2: Focus on business andstrategic benefits beyond cost efficiencies
14.5. Key 3: Drive strong transition,transformational and change managementcapabilities
14.6. Key 4: Adopt a partneringapproach to governance
14.7. Key 5: Align the retainedorganization, outsourced processes andprovider staff
14.8. Key 6: Resolve issues togetherand conflicts fairly
14.9. Key 7: Deploy domain expertiseand business analytics
14.10. Key 8: Prioritize andincent innovation
14.11. Case discussion
14.12. Conclusion
Appendix A Research base and method
Appendix B Assessing leadership pair effectiveness
Index

"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."--Publisher's description

2023-05-22