Preface.

Acknowledgments.

PART ONE: BPO Overview.

CHAPTER 1: What Is So Revolutionary about BPO?

CHAPTER 2: Who Is Using BPO and How?

PART TWO: To BPO or Not to BPO?

CHAPTER 3: Identify and Select the BPO Opportunity.

CHAPTER 4: Identify and Manage the Costs of BPO.

PART THREE: BPO Vendor Selection.

CHAPTER 5: Identify and Select a BPO Vendor.

CHAPTER 6: BPO Contracts.

PART FOUR: Executing an Outsourcing Project.

CHAPTER 7: Managing the BPO Transition.

CHAPTER 8: Managing the Buyer–Vendor Relationship.

CHAPTER 9: Infrastructure Considerations and Challenges.

CHAPTER 10: Business Risks and Mitigation Strategies.

PART FIVE: The Future of BPO.

CHAPTER 11: Future Potential for BPO.

Endnotes.

Index.