{"product_id":"nine-keys-to-world-class-business-mary-lacity-9781472918482","title":"Nine Keys to World-Class Business Process Outsourcing","description":"\u003cp\u003eBusiness 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.\u003cbr\u003e 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'. \u003cbr\u003e 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.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Mary Lacity, Leslie Willcocks\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 1472918487\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781472918482\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Bloomsbury Publishing PLC\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 01\/29\/2015\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 264\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.36lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 12.00h x 6.00w x 0.20d","brand":"Mary Lacity","offers":[{"title":"Hardcover","offer_id":43935485853951,"sku":"9781472918482","price":42.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/products\/img_aed754a3-8118-4938-a435-d847fd6f2869.jpg?v=1681420082","url":"https:\/\/www.whiterainbookhouse.com\/products\/nine-keys-to-world-class-business-mary-lacity-9781472918482","provider":"WR Book House","version":"1.0","type":"link"}