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Offshore ready: strategies to plan and profit from offshore IT-enabled services

Author: Morstead, Stuart ; Blount, GregPublisher: American Productivity and Quality Center, 2004.Edition: 2nd ed.Language: EnglishDescription: 399 p. ; 20 cm.ISBN: 1932546243Type of document: BookBibliography/Index: Includes bibliographical references and index and glossary
Item type Current location Collection Call number Status Date due Barcode Item holds
Book Europe Campus
Main Collection
Print HD2365 .M67 2004
(Browse shelf)
001222649
Available 001222649
Book Middle East Campus
Main Collection
Print HD2365 .M67 2004
(Browse shelf)
500016006
Available 500016006
Total holds: 0

Includes bibliographical references and index and glossary

Digitized

Offshore Ready Strategies to Plan and Profit From Offshore IT-enabled Services Table of Contents List of Figures......................................................................... ix Foreword ................................................................................xi Editor's Preface..................................................................... xiii Author's Preface..................................................................... xv Introduction ............................................................................ 1 How This Book Is Organized............................................... 5 Sections................................................................................ 6 Who Should Read This Book ...............................................9 Part I: An Overview of Offsourcing Chapter 1: What Is Offsourcing?........................................... 17 Chapter 2: Offsourcing Market Evolution and Statistics ........ 29 Chapter 3: Offsourcing Benefits ............................................ 49 Chapter 4: Offsourcing Risk Management.............................. 63 Chapter 5: Total Cost of Offsourcing..................................... 79 Chapter 6: Legal Structures..................................................... 91 Chapter 7: The Providers..................................................... 105 Chapter 8: Critical Success Factors...................................... 121 Part II: Planning and Preparing for Success Chapter 9: Building Sponsorship......................................... 135 Chapter 10: Establishing the Business Case......................... 147 Chapter 11: Developing an Offsourcing Road Map.............. 165 Chapter 12: Selecting a Vendor............................................. 185 Part Ill: Executing the Plan Chapter 13: Negotiating Offsourcing Contracts .................. 201 Chapter 14: Restructuring to Build the Franchise ................. 223 Chapter 15: Infrastructure Requirements.............................. 235 Chapter 16: Methodology and Process Management.............247 Chapter 17: Change Management.......................................... 259 Chapter 18: Process Implementation and Metrics Development ...................................................... 277 Part IV: Maintaining and Renewing Your Offshore Initiatives Chapter 19: Managing Vendors and Building Partnerships 291 Chapter 20: The Offsourcing Maturity Model....................... 305 Part V: Offshore Case Studies Chapter 21: Case Study--Outbound Call Center...................323 Chapter 22: Case Study--Software Company........................ 327 Chapter 23: Case Study--Joint Venture ............................... 333 Chapter 24: Case Study--Mid Market ASP Company ..........337 Part VI: Offsourcing Summary Chapter 25: Key Messages....................................................... 343 Chapter 26: A Look at the Future .........................................353 Part VII: Appendices Appendix A: The Offshore Turnaround............................... 363 Appendix B: For Service Providers Only ..............................373 Appendix C: Other Sources of Information......................... 383 Glossary .................................................................................. 387 About the Authors............................................................... 393 Index..................................................................................... 395

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