Business Process Outsourcing

- ABOUT THE WEB SITE.

- ABOUT THE AUTHORS.

- PREFACE.

- CHAPTER 1: OVERVIEW.
1.1 The Emerging Market.
1.2 What Is BPO?
1.3 BPO Categories.
1.4 Reasons for Outsourcing Business Processes.
1.5 Integration: Making BPO Fit.
1.6 BPO Vendors.

- CHAPTER 2: PLANNING STAGE.
2.1 Outsourcing as an Option.
2.2 Defining the Scope of the Transaction.
2.3 Selecting a Group of Potential Vendors.
2.4 Request for Proposal.

- CHAPTER 3: SELECTING THE VENDOR.
3.1 Evaluating the Proposals.
3.2 Notifying the Preferred Vendor(s).

- CHAPTER 4: NEGOTIATIONS: STRATEGY AND PROCESS.
4.1 Forging the Legal Relationship.
4.2 Negotiating Process.
4.3 Exposure Analysis.
4.4 People Negotiate, Not Companies.
4.5 Negotiating Strategy.

- CHAPTER 5: BUSINESS PROCESS OUTSOURCING CONTRACT.
5.1 Overview.
5.2 Use of Attorneys.
5.3 Key Contract Issues.
5.4 Regaining Strategic Control.
5.5 Pricing Considerations.
5.6 Assembling the Team.

- CHAPTER 6: MEASURING PERFORMANCE.
6.1 Overview.
6.2 Service Levels.
6.3 Benchmarking.

- CHAPTER 7: HUMAN RESOURCES.
7.1 Transitioning Employees to the Vendor.
7.2 Due Diligence.
7.3 Terms and Conditions of Employment.
7.4 Transitioning Employees from Customer to Vendor.
7.5 Human Resources Representatives.
7.6 Contract-Related Issues.

- CHAPTER 8: TRANSFORMATIONAL OUTSOURCING.
8.1 Moving from A to C.
8.2 Internal Considerations.
8.3 Project Definition.
8.4 Maintaining Multiple Environments.
8.5 Using Subcontractors.
8.6 Key Contract Provisions.

- CHAPTER 9: INTERNATIONAL CONSIDERATIONS.
9.1 International Transactions.
9.2 Contract and Legal Issues.

- CHAPTER 10: INFORMATION PRIVACY AND SECURITY ISSUES.
10.1 Introduction.
10.2 Selected Information Privacy Laws.
10.3 Selected Information Security Laws.
10.4 Company Privacy Policies.
10.5 Global Issues.
10.6 Offshore Outsourcing.
10.7 Practice Tips.

- CHAPTER 11: EXHIBITS AND ANCILLARY AGREEMENTS.
11.1 A Critical Part of the BPO

John K. Halvey is a partner in the New York office of the international law firm of Milbank, Tweed, Hadley, & McCloy, LLP and the founder of the Strategic Sourcing and Technology Group. He practices in all areas of technology and sourcing law, with particular emphasis on information technology and business process outsourcing and private equity transactions involving technology or sourcing companies.

Mr. Halvey has represented companies in many of the largest technology, telecommunications, and business processing outsourcing transactions, including Deutsche Bank, JP Morgan, BellSouth, Panasonic, Citigroup, DuPont, AT&T, Alcatel, Xerox, Boeing, Bombardier, General Atlantic and the Commonwealth Bank of Australia.

His work in these areas has been the subject of articles in Forbes, Information Week, Computer World, CIO Magazine, The Daily Deal, and Venture Capital Journal. Mr. Halvey has for many years been ranked by Chambers and Partners as one of the world's leading information technology and outsourcing lawyers and was the only lawyer in the United States to be ranked a "Star Performer" in the outsourcing industry in both 2005 and 2006. In 2006 Mr. Halvey received the Chambers Shield of Excellence as the Outsourcing Attorney of the Year and as the HR Outsourcing Attorney of the Year by the HROA.

In 1995 Crain's named Mr. Halvey on its list of the 40 most successful people under 40 in New York City. He is the coauthor of Information Technology Outsourcing Transactions: Process, Strategies, and Contracts (John Wiley & Sons, 2005).

Barbara M. Melby is a partner in the Global Outsourcing Group at Morgan, Lewis & Bockius, LLP. Ms. Melby's practice focuses primarily on outsourcing transactions, including information technology and business process outsourcing, as well as other technology-related transactions, including development agreements, system implementation agreements, licensing and hosting agreements, technology services, joint ventures, and strategic

"This book provides a welcome and detailed account of what BPOs are, how to measure outsourcing performance..." (Government Opportunities, July 2007)

"This book provides a welcome and detailed account of what BPOs are, how to measure outsourcing performance..." ( Government Opportunities , July 2007)