... other, similar projects . 25
•Performance with other clients
Warranties and Claims Policies .10
Facilities and Capacity . 15
Geographic Location . 05
Technical Capability . 25
ch 05_ 4307.qxd 8/18/04 11:37 ... and evaluate the long list of vendors.
4. To develop an RFP and evaluate proposals from the long list of vendors.
5. To select a short list of vendors.
6. To select a final...
... the
beginning of the BPO revolution, and it might have a large impact on ex-
ecutive recruitment and hiring practices in the next few years.
ch03_4307.qxd 8/18/04 11: 35 AM Page 55
CONCLUSION
This chapter ... dynamics
and effective team performance. At any rate, savvy managers realize that the
storming and norming phases are best handled using a hands-off approach as
the team devel...
... deal with and man-
age change, and capability to communicate and work with persons from a
range of disciplinary backgrounds. Implementing the decision- making process
and developing a business ... and Select the BPO Opportunity 65
ch03_4307.qxd 8/18/04 11: 35 AM Page 65
from time to time during the transition. New interface procedures, such as
logins or passwords, may create...
... management plan is to establish
and identify roles and role players from each organization—buyer and vendor.
These roles and role players will be responsible for project outcomes and ac-
countable to the ... cycle of the processes involved and changes in the business cycle.
Support of the governance process and personnel by vendor and client
management is essential and sho...
... infor-
mation, and knowledge shared between BPO buyer and vendor, the greater
will be the potential for insights into overall business processes and strategy.
New ideas and ways of operating can and should ... and goals
• Mutual respect and understanding
• Proactive and intense communication
• Integrated systems and processes
• Encouraging and participative
• Sharing of...
... facilities, a reception area,
security, and employees wearing business attire.
• The vendor has employee policy handbooks, and employees understand their
rights and responsibilities.
• The vendor ... be in place
for granting and revoking rights of access, and granting privileges should
be recorded and made available to both client and BPO partner.
Streamline hardware and sof...
... opportu-
nities and challenges.
Business Risks and Mitigation Strategies 2 05
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The Future of BPO
PART
five
T
his part explores the future of BPO and some of ... former
employees, and computer hackers, abound. Offshore outsourcing presents
different and in some cases more potent threats than the domestic variety.
Legal standards and busi...
... x, 154 –171
and assets, 158
and corporate culture, 158 – 159
costs of, 78
depth/breadth of, 82, 157
interpersonal, 164–1 65
and PMT changes, 163
and problem identification/resolution,
163–164
and ... 182, 183
Functions, 56
Future potential for BPO, 209–221
and education, 217–218
and global business environment, 210–211
and global economics, 213–2 15
and global worke...