Business process outsourcing : process, strategies, and contracts / John K. Halvey, Barbara Murphy Melby.
2000
HD2381 .H35 2000 (Map It)
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Details
Author
Title
Business process outsourcing : process, strategies, and contracts / John K. Halvey, Barbara Murphy Melby.
Published
New York : John Wiley, [2000]
Copyright
©2000
Call Number
HD2381 .H35 2000
ISBN
047134821X (alk. paper)
Description
xvii, 398 pages ; 26 cm + 1 computer disc (3 1/2 in.)
System Control No.
(OCoLC)41319920
Bibliography, etc. Note
Includes bibliographical references and index.
System Details Note
System requirements for accompanying computer disk: IBM PC or compatible; Microsoft Word for Windows version 7.0 (including the Microsoft converter) or later or other word processing software capable of reading Microsoft Word for Windows 7.0 files; Windows 95 or later; 3.5" floppy disk drive.
Record Appears in
Added Author
Table of Contents
Preface
About the Disk
Ch. 1
Overview
1
Ch. 2
Planning Stage
19
Ch. 3
Selecting the Vendor
36
Ch. 4
Negotiations: Strategy and Process
43
Ch. 5
Business Process Outsourcing Contract
51
Ch. 6
Measuring Performance
72
Ch. 7
Human Resources
85
Ch. 8
Projects
102
Ch. 9
International Considerations
120
Ch. 10
The Exhibits and Ancillary Agreements
129
Ch. 11
Postnegotiation Activities
143
Ch. 12
Renegotiation and Termination
149
App. 2.1
Letter Agreement for Disclosure of Information in Connection with Evaluation of Possible BPO Transaction (Mutual Protection)
161
App. 2.2
Questionnaire for Assessing Legal Resources Required (Customer Form)
163
App. 2.3
Questionnaire for Assessing Legal Resources Required (Vendor Form)
167
App. 2.4
Request for Information
171
App. 2.5
Request for Proposal
175
App. 3.1
Evaluation of Vendor Proposals Relating to the Provision of BPO Services
192
App. 3.2
Letter of Intent (Customer Form)
202
App. 3.3
Letter of Intent (Vendor Form)
204
App. 4.1
Due Diligence Agreement
207
App. 4.2
Model Term Sheet
211
App. 5.1
Checklist: Key Issues in BPO Agreements (General)
215
App. 5.2
Checklist: Key Issues in BPO Agreements (Accounting Services)
225
App. 5.3
Checklist: Key Issues in BPO Agreements (Human Resource Services)
237
App. 5.4
Checklist: Key Issues in BPO Agreements (Warehouse Management Services)
248
App. 5.5
Checklist: Key Issues in BPO Agreements (Property Management Services)
260
App. 5.6
Business Process Outsourcing Agreement (Customer Form)
272
App. 5.7
Business Process Outsourcing Agreement (Vendor Form)
310
App. 5.7A
Proprietary Rights Rider (Vendor Form)
332
App. 6.1
Customer Satisfaction Survey Checklist
336
App. 6.2
List of Reports
339
App. 7.1
Stay Incentives
340
App. 7.2
Human Resources: Sample Language for the Request for Proposal
344
App. 7.3
Human Resources: Sample Terms and Conditions for Employee Transitions in the United States
348
App. 9.1
Checklist: Key Issues in International BPO Transactions
354
App. 10.1
General Assignment and Bill of Sale
359
App. 10.2
Teaming Agreement
361
App. 11.1
Consent Letter (Assignment of Agreement to BPO Vendor)
370
App. 11.2
Consent Letter (Management of Third-Party Producers/Services)
371
App. 12.1
Customer Checklist for Renegotiating/Terminating BPO Transactions
372
App. 12.2
Due Diligence Checklist for Customers Considering Termination
381
App. 12.3
Termination Agreement
385
App. 12.4
Outline of a Termination Assistance Services Agreement
391
Index
395