South Africas BPO Service Advantage: Becoming Strategic in the Global Marketpla [Hardcover]

Since 2007, South Africa has been one of the world's upcoming Business Process Outsourcing (BPO) offshore destinations. This book is based on the authors' most recent research into high performance BPO globally and new research streams specifically on South Africa.1.The Global BPO Market: South Africa In Context 2. Country Attractiveness International Comparisons 3. South Africa BPO: Performance and Prospects 2011-2018 4. In Their Own Words 5. South Africa BPO Case Studies: An Overview 6. Case One: British Gas Selects WNS South Africa for Call Centre Services 7. Case Two: From Down Under To Over Yonder - iiNet and Merchants 8. Cases Three and Four : Launch Pads and Landing Strips - Full Circle Navigates Two Newcomers to South Africa's BPO Industry 9. Case Five: Talk Talk and CCI Transform a Supplier Into a Partner 10. Case Six: Radiant Law Rethinks Legal Services 11. Case Seven: The Value of South Africa's Shared Services 12. Lessons And Conclusions Appendix A Appendix BLeslie P. Willcocks has an international reputation for his work on global management, outsourcing, e-business, information management, IT evaluation, strategic IT, and organizational change. He is Professor in Technology Work and Globalization at the Department of Management at London School of Economics and Political Science. He also heads the LSE's Outsourcing Unit research centre. He has been for the last 22 years Editor-in-Chief of the Journal of Information Technology. He is co-author of 45 books, Editor of the Technology Work and Globalisation Series and has published over 230 referenced papers in journals such as Harvard Business Review, Sloan Management Review, California Management Review, MIS Quarterly, and MISQ Executive.

Mary C. Lacity is Curators' Professor of Information Systems and an International Business Fellow at the l³3