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BPOs: Processes and Challenges

Harsh Bhargava (Author) Deepak Kumar (Author)
Synopsis Business Process Outsourcing (BPO) industry has to think differently. It needs to view ‘BPO’ as Businesses, People and Opportunities. It has to think beyond mere ‘cost’ arbitrage to achieve, what has been called ‘intellectual’ arbitrage, which addresses questions like “How do we get a far better business outcome for the same price?” instead of “doing it more cheaply in different parts of the world?” The book leaves a thought with the reader; can we elevate this thinking to achieve ‘knowledge’ arbitrage or ultimately ‘wisdom’ arbitrage in favour of India? This book is largely based on field studies and industry interactions undertaken by the participants of a format-free and multi-disciplinary elective titled ‘BPO Management’, offered in the final year of the MBA program of the Icfai Business School, Hyderabad, India. It summarises the findings under two Sections, namely ‘Emerging Processes’ and ‘Challenges and Opportunities for India’. In the first section, the book highlights through a set of 12 articles different segments/processes for the BPO/KPO industry which hold promise. It includes the views of select industry leaders through an interview. Section 2 brings out the opportunities and challenges faced by the BPO industry. Typically, these challenges can be grouped in the areas of human resource, data security, risk analysis and quality of service. These issues are addressed through a set of 7 articles. This book, it is hoped, will be of use to practicing professionals in the BPO industry, companies wanting to outsource work, venture funding organizations, academia, researchers, sociologists and HR professionals, both in India and overseas.
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About the authors

Harsh Bhargava

Harsh Bhargava obtained his Electronics Engineering degree from BITS, Pilani and M. Tech from IIT, Kanpur. He also holds an MMS from Osmania University, Hyderabad. For over three decades, he was involved in various capacities in institution building and indigenous design, development and implementation of embedded real time systems for mission critical applications in the Indian Navy. Harsh has consulted and taught PG level courses as well as conducted EEP/MDPs for both Indian and foreign participants. While at the Icfai Business School, Hyderabad, he taught and researched in the areas of IT for leveraging businesses, BPO Management, NGOs, and Knowledge Leadership. He has also edited a few books in the areas of Rural Transformation and NGOs, bringing out the role of technology and visionary leadership. He is currently working with Byrraju Foundation, Hyderabad.

Deepak Kumar

Deepak Kumar is Professor at the Zakir Husain Centre for Educational Studies, Jawaharlal Nehru University.

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Bibliographic information

Title BPOs: Processes and Challenges
Format Softcover
Date published: 04.10.2007
Edition 1st ed.
Language: English
isbn 8131407241
length 292p.