BPO: Business Process Outsourcing

Terminology

• Outsourcing

• Offshoring

• BPO

• ITO

• Fragmentation

History of BPO• World War II

– Increased international trade

• 1960s – 1980s– Importing turns to outsourcing

• 1990s – Present– Services now outsourced– BPO begins

HP Goes The Distance For P&G• Corporate Culture & Brand• Finance and Accounting• Bangalore & Mumbai, India• Global Customers w/ Local

Support• Core Competencies cut

Defects

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