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Books > Business & Economics > Business & management > Management of specific areas > Purchasing & supply management

Baby, Boom, Boom-Baby, It's You! (Paperback): Terry Wayne Brownlee Baby, Boom, Boom-Baby, It's You! (Paperback)
Terry Wayne Brownlee
R390 Discovery Miles 3 900 Ships in 18 - 22 working days
Exit - Healthy, Wealthy and Wise - A Step-By-Step Guide to Conquering Business, Personal, Family and Financial Issues When Se... Exit - Healthy, Wealthy and Wise - A Step-By-Step Guide to Conquering Business, Personal, Family and Financial Issues When Se (Paperback)
Cpa Abv Rosenfarb
R769 Discovery Miles 7 690 Ships in 18 - 22 working days

The average business owner spends 1,500 hours selling their business. This book will help you avoid that. It gives you detailed instructions including actual case studies on how to exit a business successfully. If you are looking to sell a business and do it correctly, take a few minutes to read this book. We cover the many aspects of a successful exit. How to get the most money for your business. The 53 value indicators and how they impact your sale. How to sell your business without regret. How to determine your number. How to let your management team know of your decision and do it successfully. How to figure out what you will do after the sale with your money and time.

Understanding the Dynamics of the Value Chain (Paperback): William Presutti, John R. Mawhinney Understanding the Dynamics of the Value Chain (Paperback)
William Presutti, John R. Mawhinney
R483 R447 Discovery Miles 4 470 Save R36 (7%) Ships in 18 - 22 working days

In his 1985 book, Competitive Advantage, Michael Porter introduced the concept of the value chain and described it as "a systematic way of examining all activities a firm performs and how they interact, (necessary) for analyzing the sources of competitive advantage," and introduced the idea of "linkages," which was the real breakthrough in management thinking. Thinking of a firm as a series of horizontal and vertical linkages put the spotlight on the silo mentality within which firms operated and how business schools structured curriculum. The silo mentality caused business students unable to see the firm as a holistic entity, an understanding of how all of its parts fit together to develop competitive advantage. Students graduating with a silo mentality perpetuated the silo mentality in business firms. This book draws together existing knowledge to help facilitate the shift of mind necessary to effectively manage the value chain, and introduces a new conception of the value chain, one that has been copyrighted (2006) and provides a new perspective of the value chain commensurate with the demands of the 21st-century global economy.

Auction Tactics (Paperback): Bryant Mccampbell Auction Tactics (Paperback)
Bryant Mccampbell
R600 Discovery Miles 6 000 Ships in 18 - 22 working days

1916. A tutorial on the art of bidding in cards. The thrills in Auction come from the opportunities afforded to out-general the adversaries in declaring. The bidding is the chief feature, which arouses our excitement and enthusiasm. To match our wits against others, of the same mental strength as ourselves, and either to do or be done by, makes an intensely stimulating contest. Contents: Auction Thrills; The Major Suits Come First; The No Trump Comes Second; The Minor Suits Come Last; Business Doubles; The Language of Auction; The Nerve to Act; Illustrative Hands; The Showdown; Original and Subsequent Leads; 1915 Laws of Auction; and Synopsis of Auction Penalties.

An Introduction to Supply Chain Management (Paperback): Edmund Prater, Kim Whitehead An Introduction to Supply Chain Management (Paperback)
Edmund Prater, Kim Whitehead
R494 R459 Discovery Miles 4 590 Save R35 (7%) Ships in 18 - 22 working days

If you're a manager of a supply chain operation, or a student learning about supply chain management, this book will provide not only an overview of supply chain management but also a framework for subsequent, more detailed study in various aspects of supply management. This book reviews the evolution of supply chain management concepts and discusses trends in global markets and strategic competitiveness. It then focuses on the major issues involved in managing a competitive supply chain including: forecasting, inventory management, distribution, dealing with uncertainty, reverse logistics, and customer service. Coverage of the dynamic, evolving issues pertaining to supply chains that affect the global business community concludes the book. With this book in hand, you'll be better equipped to conceptualize the management of supply chains as a collection of business processes; identify primary and secondary value chain processes; distinguish between the umbrella term, "supply chain management," and its component functions; and understand the basic tools of forecasting and the need for accurate data and forecasts on which to base supply chain management decisions.

Slumlords (Paperback): Steve - O Slumlords (Paperback)
Steve - O
R413 Discovery Miles 4 130 Ships in 18 - 22 working days

What is stealth investing? Who is Shmengey Mignone? Does a breathalyzer work for someone with only one lung? What is an ass-dentist? What is the perfect job for someone with no sense of smell? Where is the little old lady from unit #B? These secrets and others are finally revealed for the very first time anywhere in this epic tale of dreams come true and ambitions gone awry, a story so candid and so shocking, that it literally blows the lid off the apartment business. Slumlords is the story of Steve Schafer, an ambitious young man in his early thirties, who unwittingly becomes the "front-man" for a powerful group of investors from Beverly Hills.

Common Sense Supply Management - Tales From The Supply Chain Trenches (Paperback): Tom DePaoli Common Sense Supply Management - Tales From The Supply Chain Trenches (Paperback)
Tom DePaoli
R609 Discovery Miles 6 090 Ships in 18 - 22 working days

Common Sense Supply Management is a no-holds-barred practical guide to supply management and process improvement. If you dislike consultants, buzzwords and theory, then this non-traditional book is meant for you. Straight forward and to the point, the book will be difficult to put down until you have finished the supply management adventure. Dr. Tom DePaoli, a veteran supply management pro, learned his lessons the hard way and wants to share his valuable insights with all business professionals. Visit www.commonsensesupplymanagement.com

Managing Quality: Integrating the Supply Chain: International Edition (Paperback, 5th edition): S.Thomas Foster Managing Quality: Integrating the Supply Chain: International Edition (Paperback, 5th edition)
S.Thomas Foster
R729 Discovery Miles 7 290 Ships in 4 - 6 working days

For undergraduate and graduate Quality Management courses. Understanding quality management through a unifying framework. Managing Quality is a comprehensive introduction to the field of quality management that presents a supply chain theme as the unifying framework for quality improvement.

RFID for the Supply Chain and Operations Professional (Paperback): Pamela Zelbst, Victor Sower RFID for the Supply Chain and Operations Professional (Paperback)
Pamela Zelbst, Victor Sower
R483 R447 Discovery Miles 4 470 Save R36 (7%) Ships in 18 - 22 working days

The quality and effectiveness of decisions made within an organization and its supply chain depend upon the accuracy and timeliness of the information upon which they are based. Radio Frequency Identification (RFID) is a technology that can provide more accurate information in near real time and thus increase the quality and timeliness of decisions based on that information. RFID systems are currently in use in areas such as inventory management, process control, asset tracking and monitoring, and retail point of sale. Organizations which appropriately incorporate RFID into their operations and information management systems have increased their agility, effectiveness, and efficiency resulting in organizational growth and increased profitability. The appropriate utilization of RFID allows organizations to become more agile resulting in their ability to respond to customers more efficiently and effectively. Technology by itself does not result in improvements and RFID is no exception. RFID is not a solution for every problem. However, when coupled with other appropriate technologies to address an appropriate objective, RFID can offer a variety of benefits to businesses. The proper integration into the firm's competitive plans and processes, and the ability to leverage those technologies for competitive advantage results in increased performance for organizations. The intent of this book is to provide a sufficient discussion of RFID to enable readers with no prior knowledge to develop a basic understanding of the technology. The book discusses current applications and specific examples of RFID usage taken from a variety of industries. The appropriate coupling of RFID with other technologies such as GPS, ERP, and robotics is discussed as well as an overview of the RFID implementation process. This book will help readers develop an understanding of the capability of the technology to increase an organization's customer responsiveness.

Sustainable Operations and Closed-Loop Supply Chains (Paperback): Gilvan C. Souza Sustainable Operations and Closed-Loop Supply Chains (Paperback)
Gilvan C. Souza
R485 R449 Discovery Miles 4 490 Save R36 (7%) Ships in 18 - 22 working days

The book can be viewed from the perspective of a medium to large firm's journey towards sustainability. A firm that wants to be sustainable considers the triple bottom line when making decisions, i.e., the firm takes into account economic (profit), environmental (planet), and social (people) impacts when making decisions. By focusing on the triple bottom line (3Ps), the firm ensures a steady supply of inputs such as raw materials and labor indefinitely. The first step towards sustainability is aimed at reducing waste in operations (mainly production), with the help of such tools as lean and six-sigma. The firm then performs a Life-Cycle Assessment (LCA) for each of its main products and processes. LCA is a methodology designed to assess the environmental impact (e.g., energy consumption) of a product or process, from raw material extraction to production (in its different stages), packaging, distribution, sales, consumer use, and end-of-life disposal. With a better understanding of the major impacts, the firm can then target actions designed to reduce the firm's environmental impact (which in most cases also improves the economic bottom line), that is, the firm aims to be eco-efficient. The final step in the journey towards sustainability, which is the ultimate goal, is to close the loop. To close the loop, the firm starts by designing products for multiple life cycles (as in design for remanufacturing), or products designed according to a "cradle-to-cradle" philosophy that ensures ease of disassembly and 100% recyclability (up-cycling as opposed to down-cycling).

Logistics Handbook (Paperback): James F. Robeson Logistics Handbook (Paperback)
James F. Robeson
R1,805 R1,591 Discovery Miles 15 910 Save R214 (12%) Ships in 18 - 22 working days

"The Logistics Handbook" encompasses all of the latest advances in warehousing and distribution. It provides invaluable "how to" problem-solving tools and techniques for all the ever-increasing logistical problems managers face -- making it the most complete and authoritative handbook to date.

Special features include:

* The most in-depth coverage of a wide range of topics, including information systems, benchmarking, and environmental issues

* Contributions found nowhere else from the leading executives, consultants, and academics in the field, such as C. John Langley, James Heskett, and David Anderson

* State of the art graphics

* Information-packed appendixes of logistics publications and organizations

This all-inclusive reference will enable the next generation of managers to thoroughly integrate their logistics operations at all levels -- strategic, structural, functional, and implementation -- into a comprehensive logistics strategy.

Exit Rich - 58 Proven Ways to Systematically Cash Out For More When You Sell Your Business (Paperback): Dan Swanson Exit Rich - 58 Proven Ways to Systematically Cash Out For More When You Sell Your Business (Paperback)
Dan Swanson
R561 Discovery Miles 5 610 Ships in 18 - 22 working days

This book focuses on helping you to dramatically increase the value of your business. It helps you choose the 5 or 10 most effective ways for you (out of the 58 proven ways described in the book), to implement in your business. Today. Right now. As a business owner, you've spent most of your time, energy and resources building a business. You've often neglected your family, your health and only heaven know's what else for the sake of the company. Yet when it comes time to sell your business, chances are (if you're like most business owners) you'll offer it up for sale hoping to get what you believe it's worth. Without having given any thought to maximizing the value of this business you've sacrificed so much for all through the years. If you're interested in extensive details on all of the various valuation techniques or all of the steps, contracts and details required in the selling process, don't buy this book. Buy another one. There are plenty of them out there. But if you're interested in making your business more profitable while you're getting ready to sell it, this book delivers the goods. For instance. Would it surprise you to know that you actually have control over the price earnings ratio used by valuation consultants to calculate your specific business's value? How about discovering the steps (not related to profits or PE ratios) that can dramatically increase the value of your business in the final stages of preparing your business for sale? With your purchase, you also get access to checklists and planning documents that make the process simple to understand and easy to implement.

Determine the Real Earnings of any Private Company Using IRS Audit Methods! - A Layman's Guide to Interpreting Financial... Determine the Real Earnings of any Private Company Using IRS Audit Methods! - A Layman's Guide to Interpreting Financial Statements and Tax Returns When Buying a Business (Paperback)
Theodore P. Burbank
R1,358 Discovery Miles 13 580 Ships in 18 - 22 working days

Owner's of Private Companies and their accountants work diligently to minimize declared income on their tax returns to avoid taxes. Determining the real earnings for a Private Company is therefore sometimes difficult, especially if it is a Cash business. This book will lead you through the process of determining a company's real earnings by employing the same methods used by the Internal Revenue Service.

Better Business Decisions Using Cost Modeling (Paperback): Victor Sower, Christopher Sower Better Business Decisions Using Cost Modeling (Paperback)
Victor Sower, Christopher Sower
R485 R449 Discovery Miles 4 490 Save R36 (7%) Ships in 18 - 22 working days

Information is power in supply chain operations, negotiations, continuous improvement programs, and process improvement, and indeed in all aspects of managing an operation. Accurate and timely information can result in better decisions that translate into improvement of bottom line results. The development and effective use of cost modeling as a method to understand the cost of products, services, and processes can help drive improvements in the quality and timeliness of decision making. In the supply chain community an understanding of the actual cost structures of products and services, whether with new or non-partner suppliers, can facilitate fact-based discussions which are more likely to result in agreements that are competitively priced and with fair margins. Further, accurate cost models which are cooperatively developed between supply chain partners can form the basis for joint efforts to reduce non-value-added costs and provide additional focus towards operational improvement.While many organizations feel confident they have an understanding of the cost structure for products and services produced internally, cost modeling often uncovers areas where significant cost improvement can be obtained. Cost of quality is a particular type of internal cost model that analyzes the true costs associated with the production of less than perfect products and services. The development of a cost of quality model can provide insight into how products or services of higher quality can be produced at lower cost.This book provides the business student or professional a concise guide to the creation and effective use of both internal and external cost models. Development of internal cost models is discussed with illustrations showing how they can be deployed to assist in new product development, pricing decisions, make-or-buy decisions and the identification of opportunities for internal process improvement projects. The creation and use of external cost models are discussed providing insight into how their use can drive collaborative improvement efforts among supply chain partners, better prepare for price negotiations, and keep negotiations focused on facts rather than emotions - all while allowing for future discussions with preferred suppliers to focus on more strategic and operational improvement initiatives, and less on pricing. A number of detailed cost model examples are provided to educate on both how cost models are constructed, and to demonstrate how they have been effectively deployed.

Auction Tactics (Paperback): Bryant Mccampbell Auction Tactics (Paperback)
Bryant Mccampbell
R515 Discovery Miles 5 150 Ships in 18 - 22 working days
Supply Chain as Strategic Asset - The Key to Reaching Business Goals (Hardcover): V. Sehgal Supply Chain as Strategic Asset - The Key to Reaching Business Goals (Hardcover)
V. Sehgal
R1,308 R1,086 Discovery Miles 10 860 Save R222 (17%) Ships in 18 - 22 working days

Hands-on guidance for creating competitive advantages through strategy realization

How can your supply chain create competitive advantages and help achieve business goals? Drawing from the author's abundant research and analysis, this resourceful book shows how aligning the supply chain design with business strategy helps build competitive capabilities, prioritize capital investments, and takes your firm beyond the industry best-practices to create competitive advantages, not just competitive parity. Summarizing the current literature on business and supply chain strategies, this book provides path-breaking new direction to build your own winning supply chain strategy. Real-life cases show how this strategy alignment has produced results for the most successful companies and how it can be achieved in your firm.An overview of the concepts of business strategy, the current thinking on supply chain strategy and why it is inadequate to drive competitive advantage through supply chain designProcess for establishing your own supply chain strategy to build competitive advantageThe place of technology in creating business capabilities in modern corporations and why managing technology should be a core competence and an integral part of strategy planningStep-by-step direction and examples for creating strategy alignment and designing a supply chain that goes beyond supporting your operationsCase studies including Wal-mart, Cemex, Kmart, HP, Dell, and others

Consolidating the lessons learned along with implementation guidance, "Supply Chain as Strategic Asset" is the must-read road map for designing a supply chain that will be vital in achieving your business goals.

Operational Challenges in Supply Chain Planning (Paperback): Gerald Feigin Operational Challenges in Supply Chain Planning (Paperback)
Gerald Feigin
R490 R455 Discovery Miles 4 550 Save R35 (7%) Ships in 18 - 22 working days

Supply chain planning can feel daunting and confusing and so much more. How can you make decisions about how many goods to procure, make, and deliver before knowing exactly what the demand for products is going to be?Gerald Feigin, a partner at Analytics Operations Engineering, has answers. Feigin helps you and other decision makers understand the dynamic information about future demand, available production capacity, and sources of supply. This book smartly focuses on the three interlinked processes that compose effective supply chain planning: demand planning, sales and operations planning, and inventory and supply planning. When executed well, these planning processes will help a company to achieve its targeted balance between efficiency and responsiveness.Read more and learn specifics about these processes, and how they are interconnected and the practical challenges of implementing them. Feigin also explains the important ways in which analytical tools and methods can be utilized to make better supply chain planning decisions.

The Essential Guide to Mystery Shopping - Make Money, Shop, Have Fun, Get an Insider's Guide to Success (Paperback):... The Essential Guide to Mystery Shopping - Make Money, Shop, Have Fun, Get an Insider's Guide to Success (Paperback)
PamInCa
R511 Discovery Miles 5 110 Ships in 18 - 22 working days

Mystery shopping has been around for a very long time, yet it still mystifies most. This book is written to help take the mystery out of this job and get you started right away. This is a step-by-step guide to starting, performing and reporting your mystery shops. You will find a legitimate company list, companies that will not charge you to work for them. Websites, types of shops the companies perform and company expectations. You will find where to look for support as well as where to talk with other shoppers. This book is an essential guide for you to start mystery shopping and making money right away.

Whether you range in age from teenager to senior, you can be a mystery shopper. Everyone is looking for ways to increase their income, but with jobs so limited, it is very hard. This book will teach you where to go to eat, how to shop at your local grocery store, get gas and other necessities and be paid for it or at least get your money back.

""'The Essential Guide To Mystery Shopping' is the best book on mystery shopping to come along in years I couldn't put it down once I started reading After seven years as a mystery shopper, I found myself nodding my head in agreement at the suggestions. It's a must have for mystery shoppers."" Paula Kutka, Mystery Shopper, Houston, TX

Excellence in Global Supply Chain Management - Understanding and Improving Global Supply Chains (Paperback): Stuart Emmett,... Excellence in Global Supply Chain Management - Understanding and Improving Global Supply Chains (Paperback)
Stuart Emmett, Barry Crocker
R923 Discovery Miles 9 230 Ships in 18 - 22 working days

This book complements the other Excellence in... titles, for example, in Procurement, in Supplier Management, in Supply Chain Management, in Inventory, in Freight Transport, Services Procurement and in Warehouse Management. The real fact today is that we do actually live "in a global village" where many countries' former self-sufficiency has now moved onto a global stage. We can now find that distance impacts from local sources can soon grow into global problems. Witness for example, the increased price of steel around 2005 and the economic recession that started in the USA in 2008, which by early 2009 had adversely affected most global trade. Managing supply, demand and consumer markets from global perspectives therefore involves dealing with constant change and increased volatility. It also requires a new understanding of culture and different ways of doing things. No longer are organisations able to assume their national values; new processes can be enforced, or are going to be automatically adapted globally. We explore, in this book, how to manage such differences practically.

Orchestrating Supply Chain Opportunities (Paperback, New): Ananth Iyer, Alex Zelikovsky Orchestrating Supply Chain Opportunities (Paperback, New)
Ananth Iyer, Alex Zelikovsky
R479 R442 Discovery Miles 4 420 Save R37 (8%) Ships in 18 - 22 working days

Efficient planning and superior execution against clear objectives is the way companies operate best. For many companies, the planning process is carefully orchestrated, objectives are set, budgets are negotiated, resources are allocated, and then it's up to the organization to execute. But what happens when the unexpected occurs? Say, an event occurs that throws the status quo into turmoil. What if your business declines by 40% in 1 month, what do you do? Conversely, what if your demand spikes by 50% in just a few months, what then? Suppose a natural disaster happens, or a new technology creates a significant, but unplanned opportunity? The authors call these events 'stretch opportunities'. This book focuses on strategic thinking and tactical examples of how best to prepare for such events. The authors outline common themes across all such challenges, and introduce three key management concepts: Flexibility, Agility and Real Options. This book also includes a specific chapter on how to structure supply chains to capitalize on stretch opportunities and the authors provide specific tactical frameworks to build in agility, flexibility and real options into a supply chain. In conclusion, you'll find a checklist that to ensure that the right questions are asked in developing supply chains so that the ability to "surge" at profitable opportunities is nourished.

Supply Chain Management - A Balanced Approach, International Edition (with Printed Access Card) (Paperback, 3rd edition): Joel... Supply Chain Management - A Balanced Approach, International Edition (with Printed Access Card) (Paperback, 3rd edition)
Joel D Wisner, G. Keong Leong, Keah-Choon Tan
R451 Discovery Miles 4 510 Ships in 4 - 6 working days

Develop a solid understanding of purchasing, operations, logistics, and integration with the strong supply chain management focus found in Wisner/Tan/Leong's SUPPLY CHAIN MANAGEMENT, 3e, International Edition. This unique edition presents extensive content not covered in other books. An expansive approach guides readers through the management stages of each supply chain activity while addressing real-world concerns related to the global supply chain. Readers follow the natural flow through the supply chain with one of the most balanced supply chain management approaches available. Well-organized chapters and numerous new cases demonstrate practical applications of supply chain management in today's workplace, while intriguing profiles build on topics and ensure that readers cover today's most important contemporary supply issues in depth.

Transforming U.S. Army Supply Chains (Paperback, New): Greg H. Parlier Transforming U.S. Army Supply Chains (Paperback, New)
Greg H. Parlier
R771 Discovery Miles 7 710 Ships in 18 - 22 working days

Although Army aviation logistics examples are emphasized throughout, the fundamental issues and potential solutions are broadly applicable to other large-scale military and industrial supply chains as well. Following a summary of recent trends for background and context, a multi-stage conceptual model of the logistics structure is presented to segment and guide the effort. This multi-stage model is used to systematically analyze major organizational components of the supply chain, diagnose structural disorders and prescribe solutions. Integration challenges are addressed using cost-benefit perspectives which incorporate supply chain objectives of efficiency, resilience, and effectiveness. The design and evaluation section proposes an "analytical architecture" consisting of four complementary modeling approaches, collectively referred to as "dynamic strategic logistics planning", to enable a coordinated, enterprise approach for Army Logistics Transformation. An organizational construct is presented for an "engine for innovation" to accelerate and sustain continual improvement for Army logistics and supply chain management - a "Center for Innovation in Logistics Systems". Finally, strategic management challenges associated with enterprise integration and transformational change are addressed: organizational design; management information and decision support systems; strategic alignment for a learning organization; and workforce considerations including human capital investment needs. The text concludes with a relevant historical vignette and closes with a summary of expected benefits.

Sourcing and Supply Chain Management, International Edition (Paperback, 5th edition): Larry Giunipero, Robert Monczka, Robert... Sourcing and Supply Chain Management, International Edition (Paperback, 5th edition)
Larry Giunipero, Robert Monczka, Robert Handfield
R928 Discovery Miles 9 280 Ships in 4 - 6 working days

Gain a thorough understanding of the critical role of purchasing in the supply chain with one of today's leading-edge strategy and purchasing books- SOURCING AND SUPPLY CHAIN MANAGEMENT, 5E, International Edition. This turnkey solution provides current and complete coverage that makes it not only a useful book, but also a valuable professional reference tool. This edition presents the most recent critical developments in the field as well as the impact of the recent recession and ongoing business uncertainty on today's supply chain. This leading author team draws from firsthand experience and their relationships with executives and practitioners worldwide to present numerous cases, memorable examples, and unique insights that enable readers to better understand today's purchasing process.

Logistics and Supply Chain Management (Hardcover, 4th Revised edition): Martin Christopher Logistics and Supply Chain Management (Hardcover, 4th Revised edition)
Martin Christopher
R189 Discovery Miles 1 890 Ships in 4 - 6 working days

Effective development and management of a supply chain network is an invaluable source of sustainable advantage in today's turbulent global marketplace, where demand is difficult to predict and supply chains need to be more flexible as a result.

This updated 4th edition of the bestselling "Logistics and Supply Chain Management" is a clear-headed guide to all the key topics in an integrated approach to supply chains, including:

- The link between logistics and customer value.

- Logistics and the bottom line measuring costs and performance.

- Creating a responsive supply chain.

- Managing the global pipeline.

- Managing supply chain relationships.

- Managing risk in the supply chain.

- Matching supply and demand.

- Creating a sustainable supply chain.

- Product design in the supply chain.

Business Process Outsourcing - A Supply Chain of Expertises (Paperback): Vinod V. Sople Business Process Outsourcing - A Supply Chain of Expertises (Paperback)
Vinod V. Sople
R276 Discovery Miles 2 760 Ships in 10 - 15 working days

This book is a comprehensive presentation of the fundamental concepts of business process outsourcing (BPO) and its applications in the Indian industrial context. It offers a strategic framework for BPO management, which is crucial for creating competitive advantage for a business enterprise. The book is designed for MBA and PGDM students as well as students in BPO training schools and executives in BPO sector. The text, organized into sixteen chapters, contains a wealth of useful and practical information on the following facets of the BPO Industry: strategic, tactical, control and operational aspects of BPO administration; BPO business models; regulatory and legal framework of the BPO industry; terms, conditions, responsibilities and obligations involved in the BPO contract and service level agreement; service issues regarding supplier selection and process quality; criteria for performance evaluation of service providers; and, challenges involving upward shift in service value chain as well as human resource management. Chapter-end review questions help in easy comprehension of the underlying principles. The appendices contain important additional information about the BPO industry.

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