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Contents Listing

Foreword.
Preface.
Acknowledgments.
Part One: BPO Overview.
1. What’s So Revolutionary about BPO?
2. Who’s Using BPO and How?
Part Two: To BPO or Not to BPO?
3. Identify and Select the BPO Opportunity.
4. Identify and Manage the Costs of BPO.
Part Three: BPO Vendor Selection.
5. Identify and Select a BPO Vendor.
6. BPO Contracts.
Part Four: Executing an Outsourcing Project.
7. Managing the BPO Transition.
8. Managing the Buyer-Vendor Relationship.
9. Infrastructure Considerations.
10. BPO Risks and Mitigation Strategies.
Part Five: The Future of BPO.
11. Future Potential for BPO.
Endnotes.
Index.