Global Services Outsourcing

Front Cover
Cambridge University Press, Jul 22, 2010 - Business & Economics - 284 pages
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Services outsourcing is an increasingly attractive option for firms seeking to reduce costs and achieve service improvements. Many organisations now choose to transfer responsibility for entire functions such as human resources, finance and information technology services to both local and global vendors. Yet outsourcing such functions is a complex process, one that is driven by factors that transcend cost considerations alone. Issues such as service design, unbundling processes, managing work across different cultures and time zones, and business process redesign have all become important elements of managing services outsourcing arrangements. This book uses tools and techniques from a variety of disciplines to show how to successfully plan, implement and manage services outsourcing arrangements. Based on in-depth analysis of large-scale outsourcing arrangements across a wide range of sectors, this is an excellent resource for both academics and practitioners who wish to understand more about this complex phenomenon.
 

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Contents

1 Introduction
1
2 Global services outsourcing overview
7
3 Making the services outsourcing decision
45
4 Location and sourcing model choice in global services outsourcing
79
5 Managing global services outsourcing arrangements
114
6 Creating shared services arrangements
149
7 Services outsourcing and performance management
182
8 Services outsourcing and the spinoff arrangement
214
9 Learning from failure and strategies for recovery in business process outsourcing
239
10 Conclusion
267
Glossary
276
Index
281
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About the author (2010)

Ronan McIvor is Professor of Operations Management at the University of Ulster. He has carried out extensive research in the area of outsourcing and supply chain management. He is the author of a number of books, including The Outsourcing Process: Strategies for Evaluation and Management (Cambridge University Press, 2005).

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