LEAN PRINCIPLES AND APPLICATION IN BPO covers the theory of Lean Management principles and their application in BPO environment along with the strategic as well as operational level of Lean implementation. The book in seven chapters discusses the history of BPO industry and current challenges, introduces the fundamental concept of Lean Management principles, outlines the areas of application of Lean in BPO industry, talks about elimination of waste in BPO context, the Value Stream Maps – the basic tool for Leaning out a process, various Lean tools in detail and their application in BPO finally summarizing the approach for Lean deployment in BPO. The book is intended to be a guide for executives and Quality professionals engaged in Lean deployment in IT, ITES and other industries.

Foreword / Introduction / BPO Industry: Past and the future / An Introduction to Lean / Lean Application in BPO Industry / Focus of Lean – Elimination of Waste / Value Stream Mapping / Lean Tools / Lean – Approach for Deployment / Conclusion / Glossary of Lean terms / Recommended for further reading.

Executives in BPO, Quality professionals from other industries and students aspiring to join BPO industry or make a career in Quality function