ESSENTIALS
of Business Process
Outsourcing
Thomas N. Duening
Rick L. Click
John Wiley & Sons, Inc.
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ESSENTIALS
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Outsourcing
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Essentials Series
The Essentials Series was created for busy business advisory and corporate pro-
fessionals.The books in this series were designed so that these busy professionals
can quickly acquire knowledge and skills in core business areas.
Each book provides need-to-have fundamentals for those professionals
who must:
• Get up to speed quickly, because they have been promoted to a new
position or have broadened their responsibility scope
• Manage a new functional area
• Brush up on new developments in their area of responsibility
• Add more value to their company or clients
Other books in this series include:
Essentials of Accounts Payable, Mary S. Schaeffer
Essentials of Balanced Scorecard, Mohan Nair
Essentials of Capacity Management, Reginald Tomas Yu-Lee
Essentials of Capital Budgeting, James Sagner
Essentials of Cash Flow, H.A. Schaeffer, Jr.
Essentials of Corporate Performance Measurement, George T. Friedlob, Lydia L.F.
Schleifer, and Franklin J. Plewa, Jr.
Essentials of Cost Management, Joe and Catherine Stenzel
Essentials of Credit, Collections, and Accounts Receivable, Mary S. Schaeffer
Essentials of CRM:A Guide to Customer Relationship Management,
Bryan Bergeron
Essentials of Financial Analysis, George T. Friedlob and Lydia L. F. Schleifer
Essentials of Financial Risk Management, Karen A. Horcher
Essentials of Intellectual Property, Paul J. Lerner and Alexander I. Poltorak
Essentials of Knowledge Management, Bryan Bergeron
Essentials of Patents,Andy Gibbs and Bob DeMatteis
Essentials of Payroll Management and Accounting, Steven M. Bragg
Essentials of Shared Services, Bryan Bergeron
Essentials o