Business Process Outsourcing (BPO)-the sourcing of business services through external third parties-is a global phenomenon, which generated nearly $300 billion worldwide in 2012. BPO is highly IT-enabled, and on a growth trajectory that impacts across functions of major, medium and small enterprises, including procurement, human resources, accounting and finance, sales, marketing, legal, asset management and key administrative processes. Despite this size and spread, BPO services and the ability of clients to manage their providers, are still evolving and have a mixed record. In the course of their research, the authors have found only 20% of outsourcing arrangements are world-class performers. A further 25% are 'good', 40% are 'OK' and 15% are 'poor'. This book pinpoints and describes in detail the effective practices that characterize the top global BPO performers, including Microsoft, BP, EMC and TalkTalk. The authors provide case illustrations and examples throughout of how world-class practices were generated and evolved, and how they can be applied to real life settings and problem areas.

Includes a reading group guide with discussion questions.

Drawn by the lodestone his father gave him years before, twelve-year-old orphan Ray travels south, meeting along the way various characters from folklore who are battling against an evil industry baron known as the Gog.

This book describes the living-room artifacts, clothing styles, and intellectual proclivities of American classes from top to bottom.

An intriguing novel with a classic feel, featuring three vividly alive young sisters, an eccentric family struggling against the odds, and the slowly revealed story of a house with a past.

Volumes for 1950-19 contained treaties and international agreements issued by the Secretary of State as United States treaties and other international agreements.