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...

Here, Mary Lacity, Leslie Willcocks and Andrew Burgess present practices used by clients, providers and advisors to realize value from LSO. The book is based on data from 27 LSO providers, interviews with clients and lessons learned from prior Information Technology Outsourcing (ITO) and Business Process Outsourcing (BPO) research.

Based on the authors' deep understanding of the evolution of ITO and BPO, The Rise of Legal Services Outsourcing addresses the transformation of legal work, LSO strategy, provider selection and contractual governance, as well as predicting the...

Bringing together theoretical and empirical studies from the Journal of Information Technology, this book provides a definitive guide to research discovered on the growing global sourcing phenomenon. Paying particular attention to Information Technology Outsourcing (ITO) and Business Process Outsourcing (BPO), theoretical chapters explore insightful ways of thinking about the different facets of outsourcing, and provide useful information to practitioners and researchers. Empirical chapters report the findings of 405 major research studies into the risks and successes of relationships...