Global Services Outsourcing
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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2 Global services outsourcing overview
3 Making the services outsourcing decision
4 Location and sourcing model choice in global services outsourcing
5 Managing global services outsourcing arrangements
6 Creating shared services arrangements
7 Services outsourcing and performance management
achieve addition allows analysis areas benchmarking business process Business Process Outsourcing capabilities challenges changes cing client and vendor client requirements co-ordination communication competitive advantage competitors complex create culture deliver development projects difficulties economies employees established expertise external vendors factors functions global outsourcing global services outsourcing impact implementation information technology involved knowledge management Knowledge Process Outsourcing labour costs labour rates ment mortgage Offshore Outsourcing operations option organisations outsourcing decision outsourcing process outsourcing relationship performance improvements performance levels performance management performance measures phase potential for opportunism problems project management project team redesign reduce resource resource-based view risk sector senior management service level agreements service levels service processes service quality services outsourcing arrangements shared services arrangements shared services centre Six Sigma skills software company sourcing model specialist specific staff stakeholders standardised strategy tion transaction cost economics transaction costs transfer understand users utility company